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Title: Understanding the dynamics behind bank branch service quality in Portugal: pursuing a holistic view using fuzzy cognitive mapping
Authors: Ferreira, F. A. F.
Jalali, M. S.
Ferreira, J. J. M.
Stankeviciene, J.
Marques, C.
Keywords: Bank branch
Determinants of service quality
Fuzzy cognitive maps
Holistic view
Issue Date: 2016
Publisher: Springer Berlin Heidelberg
Abstract: Using fuzzy cognitive mapping, this study aims to create a holistic framework whereby the determinants of bank branch service quality and their cause-and-effect relationships can be identified and dynamically analyzed. The methodology is applied using a group of experts from the banking industry in Portugal. Our results not only indicate the applicability and usefulness of the proposed approach, but identify human resource characteristics (which include collaborators’ personal and professional training) and management team technical skills as particularly relevant driving forces of bank branch service quality. The proposal holds great potential for the operational planning and improvement of bank branch service quality, which is a prime concern for bank administrators, bank branch collaborators, and society at large. Advantages and shortcomings of the framework are also reported.
Peer reviewed: yes
DOI: 10.1007/s11628-015-0278-x
ISSN: 1862-8516
Accession number: WOS:000387350900001
Appears in Collections:BRU-RI - Artigos em revistas científicas internacionais com arbitragem científica

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