Evaluating Retail Banking Service Quality and Convenience With McDa Techniques: A Case Study at the Bank Branch Level

Abstract

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 measuring attractiveness by a categorical based evaluation technique. We strive to introduce transparency in the decision making process and add to the performance literature in retail banking. Strengths, weaknesses and practical applications of our multiple criteria evaluation system are also discussed.

A Fuzzy Knowledge-Based Framework for Risk Assessment of Residential Real Estate Investments

“…As for future research, it is recommended to conduct similar analyses using other methodological approaches, such as MCDA, which offers a vast portfolio of techniques that allow trade-offs between criteria to be calculated (for further discussion and practical examples, see Belton, Stewart 2002;Zavadskas, Turskis 2011;Ferreira 2013;Ferreira et al 2014;Zavadskas et al 2014;Huguenin 2015). Another possibility may be to compare different methods and/or replicate the process followed in this study with a different set of decision-makers in order to receive another type of feedback and determine the robustness of the results.…”

“…The proposal presented here is constructivist in nature (see Ferreira et al 2014), and offers a perspective of complementarity rather than substitution. The next section presents the methodological background of our proposal and explores the applicability of the fuzzy cognitive mapping approach in the context of this study.…”

Setting Rents in Residential Real Estate: A Methodological Proposal Using Multiple Criteria Decision Analysis

“…Ferreira et al 2014b). Although very enlightening, it is worth noting that the structuring process followed in this study, which is based on the use of cognitive maps, is subjective in nature and strongly dependent on the participants' willingness and availability.…”

“…Based on the development of cognitive maps, this approach promotes dialogue and exchange of ideas among decision makers, allowing decision situations to be clarified, structured and potentially more informed (cf. Ferreira et al 2014b).…”

The Total Quality Management in Banking

“…MACBETH is an approach that helps to quantify the relative attractiveness of selections by creating a numerical scale and weights for criteria. It uses qualitative (non-numerical) values which represent experts' judgments and build a new quantitative (numerical) value model [16].…”