Understanding the dynamics behind bank branch service quality in Portugal: pursuing a holistic view using fuzzy cognitive mapping

2015 ◽  
Vol 10 (3) ◽  
pp. 469-487 ◽  
Author(s):  
Fernando A. F. Ferreira ◽  
Marjan S. Jalali ◽  
João J. M. Ferreira ◽  
Jelena Stankevičienė ◽  
Carla S. E. Marques
2014 ◽  
Vol 15 (1) ◽  
pp. 1-21 ◽  
Author(s):  
Fernando A. F. Ferreira ◽  
Sérgio P. Santos ◽  
Paulo M. M. Rodrigues ◽  
Ronald W. Spahr

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.


Author(s):  
Leandro F. Pereira ◽  
Ricardo J. C. Correia ◽  
Fernando A. F. Ferreira ◽  
Pedro F. Falcão ◽  
Renato L. Costa

2020 ◽  
Vol 20 (1) ◽  
Author(s):  
Elyse Tratt ◽  
Ivan Sarmiento ◽  
Rachel Gamelin ◽  
Jeannie Nayoumealuk ◽  
Neil Andersson ◽  
...  

2020 ◽  
Vol 31 (2) ◽  
pp. 291-312 ◽  
Author(s):  
Sara M. Martins ◽  
Fernando A.F. Ferreira ◽  
João J. M. Ferreira ◽  
Carla S.E. Marques

PurposeThe prosthodontics sector is facing major challenges because of scientific and technological advances that imply a clearer definition of lines of action and decision making processes. Measuring quality of service in this sector is a complex decision problem since the perceptions of three main players need to be considered: patients, dentists and dental technicians. This study sought to develop an artificial-intelligence-based (AI-based) method for assessing service quality in the dental prosthesis sector.Design/methodology/approachUsing strategic options development and analysis (SODA), which is grounded on cognitive mapping, and the measuring attractiveness by a categorical based evaluation technique (MACBETH), a constructivist decision support system was designed to facilitate the assessment of service quality in the dental prosthesis sector. The system was tested, and the results were validated both by the members of an expert panel and by the vice-president of the Portuguese association of dental prosthesis technicians.FindingsThe methodological process developed in this study is extremely versatile and its practical application facilitated the development of an empirically robust evaluation model in this study context. Specifically, the profile analyses carried out in actual clinics allowed the cases in which improvements are needed to be identified.Originality/valueAlthough already applied in the fields of AI and decision making, no prior work reporting the use of SODA and MACBETH for assessing service quality in the prosthodontics sector has been found.


2019 ◽  
Vol 84 ◽  
pp. 105754 ◽  
Author(s):  
Abhishek Nair ◽  
Diana Reckien ◽  
M.F.A.M. van Maarseveen

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