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

Journal of Business Economics and Management

Volumn 15, Issue 1, 2014, Pages 1-21

  Ferreira, Fernando A F ^a   Santos, Sérgio P ^b   Rodrigues, Paulo M M ^c   Spahr, Ronald W ^d  

^a POLYTECHNIC INSTITUTE OF SANTARÉM   (Portugal)

^b UNIVERSITY OF ALGARVE   (Portugal)

^c BANCO DE PORTUGAL   (Portugal)

^d UNIVERSITY OF MEMPHIS   (United States)

Author keywords

bank branch; cognitive mapping; multiple criteria decision analysis; performance evaluation; retail banking; service quality and convenience

Indexed keywords

EID: 84897679748     PISSN: 16111699     EISSN: 20294433     Source Type: Journal    
DOI: 10.3846/16111699.2012.673504     Document Type: Article

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