Evaluating retail banking service quality 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, Fernando A. F. (author)
Other Authors: Santos, Sérgio P. (author), Rodrigues, Paulo M. M. (author), Spahr, Ronald W. (author)
Format: article
Language:eng
Published: 2020
Subjects:
Bank branch
Cognitive mapping
Multiple criteria decision analysis
Performance evaluation
Retail banking
Service quality and convenience
Online Access:http://hdl.handle.net/10400.15/2977
Country:Portugal
Oai:oai:repositorio.ipsantarem.pt:10400.15/2977

Internet

http://hdl.handle.net/10400.15/2977

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