Evaluating retail banking quality service and convenience with MCDA techniques: a case study at the bank branch level

The intangibility of banking services makes the evaluation of service quality and customer convenience difficult to measure. This paper aims to construct an integrated evaluation system for retail banking service quality and convenience at the bank branch level by combining cognitive mapping with me...

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Bibliographic Details
Main Author: Ferreira, F. A. F. (author)
Other Authors: Santos, Sérgio Pereira dos (author), Rodrigues, Paulo M. M. (author), Spahr, R. W. (author)
Format: article
Language:eng
Published: 2014
Subjects:
Bank branch
Cognitive mapping
Multiple criteria decision analysis
Performance evaluation
Retail banking
Service quality and convenience
Online Access:http://hdl.handle.net/10400.1/3805
Country:Portugal
Oai:oai:sapientia.ualg.pt:10400.1/3805

Internet

http://hdl.handle.net/10400.1/3805

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