IDEAS home Printed from https://ideas.repec.org/r/eee/ejores/v130y2001i2p347-360.html
   My bibliography  Save this item

Customer satisfaction measurement in the private bank sector

Citations

Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
as


Cited by:

  1. Jiayin Qi & Li Zhang & Yanping Liu & Ling Li & Yongpin Zhou & Yao Shen & Liang Liang & Huaizu Li, 2009. "ADTreesLogit model for customer churn prediction," Annals of Operations Research, Springer, vol. 168(1), pages 247-265, April.
  2. F A F Ferreira & S P Santos & P M M Rodrigues, 2011. "Adding value to bank branch performance evaluation using cognitive maps and MCDA: a case study," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 62(7), pages 1320-1333, July.
  3. Asish Saha* & Goh Yeok Siew & Hock Eam Lim & Nor Hayati Ahmad, 2018. "Assessing Banks’ Service Quality and Customer Satisfaction: An Analytical Framework," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 576-582:6.
  4. Tien-Chin Wang & Ying-Ling Lin, 2009. "Using a Multi-Criteria Group Decision Making Approach to Select Merged Strategies for Commercial Banks," Group Decision and Negotiation, Springer, vol. 18(6), pages 519-536, November.
  5. Roberto Pico-Saltos & Lady Bravo-Montero & Néstor Montalván-Burbano & Javier Garzás & Andrés Redchuk, 2021. "Career Success in University Graduates: Evidence from an Ecuadorian Study in Los Ríos Province," Sustainability, MDPI, vol. 13(16), pages 1-24, August.
  6. Makaratzi, Elisavet & Metaxas, Theodore & Terzidis, Konstantinos, 2016. "Improving service quality to local communities via satisfaction measurament in Greece: The MUSA approach," MPRA Paper 70973, University Library of Munich, Germany.
  7. Rabiul Islam & Mohammed S. Chowdhury & Mohammad Sumann Sarker & Salauddin Ahmed, 2014. "Measuring Customer’S Satisfaction On Bus Transportation," American Journal of Economics and Business Administration, Science Publications, vol. 6(1), pages 34-41, May.
  8. Krieger, Abba M. & Green, P. E., 2002. "A decision support model for selecting product/service benefit positionings," European Journal of Operational Research, Elsevier, vol. 142(1), pages 187-202, October.
  9. Santiago Carbó‐Valverde & Pedro J. Cuadros‐Solas & Francisco Rodríguez‐Fernández & José Juan Sánchez‐Béjar, 2024. "Digital innovation and de‐branching in the banking industry: Customer perception and satisfaction," Global Policy, London School of Economics and Political Science, vol. 15(S1), pages 8-20, March.
  10. Claudia Tarantola & Paola Vicard & Ioannis Ntzoufras, 2012. "Monitoring and Improving Greek Banking Services Using Bayesian Networks: an Analysis of Mystery Shopping Data," Quaderni di Dipartimento 160, University of Pavia, Department of Economics and Quantitative Methods.
  11. Arthur J. Lin & Hai-Yen Chang & Sun-Weng Huang & Gwo-Hshiung Tzeng, 2021. "Criteria affecting Taiwan wealth management banks in serving high-net-worth individuals during COVID-19: a DEMATEL approach," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(4), pages 274-294, December.
  12. Dehghan Nejad, Omid, 2011. "Does customer relationship management matter in the banking system? the case of Iran," MPRA Paper 31478, University Library of Munich, Germany.
  13. Paulo M.M. Rodrigues & Fernando A. F. Ferreira, 2011. "Evaluating retail banking quality service and convenience with MCDA techniques: a case study at the bank branch level," Working Papers w201131, Banco de Portugal, Economics and Research Department.
  14. Bérangère Gosse & Christian Hurson, 2016. "Assessment and improvement of employee job-satisfaction: a full-scale implementation of MUSA methodology on newly recruited personnel in a major French organisation," Annals of Operations Research, Springer, vol. 247(2), pages 657-675, December.
  15. Grigoroudis, E. & Siskos, Y., 2004. "A survey of customer satisfaction barometers: Some results from the transportation-communications sector," European Journal of Operational Research, Elsevier, vol. 152(2), pages 334-353, January.
  16. Fernando A. F. Ferreira & Sérgio P. Santos & Paulo M. M. Rodrigues & Ronald W. Spahr, 2014. "Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 15(1), pages 1-21, February.
  17. Grigoroudis, E. & Siskos, Y., 2002. "Preference disaggregation for measuring and analysing customer satisfaction: The MUSA method," European Journal of Operational Research, Elsevier, vol. 143(1), pages 148-170, November.
  18. Natalia V. Koshel, 2018. "More than Supervision: Identifying Opportunistic Bank Behavior through Marketing Tools," European Research Studies Journal, European Research Studies Journal, vol. 0(Special 2), pages 144-157.
  19. Marjan S. Jalali & Fernando A. F. Ferreira & João J. M. Ferreira & Ieva Meidutė-Kavaliauskienė, 2016. "Integrating Metacognitive and Psychometric Decision-Making Approaches for Bank Customer Loyalty Measurement," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 15(04), pages 815-837, July.
  20. Arabatzis, Garyfallos & Grigoroudis, Evangelos, 2010. "Visitors' satisfaction, perceptions and gap analysis: The case of Dadia-Lefkimi-Souflion National Park," Forest Policy and Economics, Elsevier, vol. 12(3), pages 163-172, March.
  21. Alireza KHORAKIAN & Yaghoob MAHARATI & Elahe NASERINEJAD, 2016. "A comparison of the impacts of managerial flexibility and fit of required flexibility on customer satisfaction: banks and financial institutes," Romanian Economic Business Review, Romanian-American University, vol. 11(1), pages 51-66, March.
  22. Tsafarakis, Stelios & Kokotas, Theodosios & Pantouvakis, Angelos, 2018. "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 61-75.
  23. Fernando A. F. Ferreira & Sérgio P. Santos & Paulo M. M. Rodrigues & Ronald W. Spahr, 2014. "How to create indices for bank branch financial performance measurement using MCDA techniques: an illustrative example," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 15(4), pages 708-728, September.
  24. Grigoroudis, Evangelos & Litos, Charalambos & Moustakis, Vassilis A. & Politis, Yannis & Tsironis, Loukas, 2008. "The assessment of user-perceived web quality: Application of a satisfaction benchmarking approach," European Journal of Operational Research, Elsevier, vol. 187(3), pages 1346-1357, June.
  25. Caterina Liberati & Paolo Mariani, 2012. "Banking customer satisfaction evaluation: a three-way factor perspective," Advances in Data Analysis and Classification, Springer;German Classification Society - Gesellschaft für Klassifikation (GfKl);Japanese Classification Society (JCS);Classification and Data Analysis Group of the Italian Statistical Society (CLADAG);International Federation of Classification Societies (IFCS), vol. 6(4), pages 323-336, December.
  26. Sarah Khan & Waheed Akhter & David McMillan, 2017. "Service quality and the moderating effect of Shari’ah perception on client satisfaction: A comparison of Islamic and conventional microfinance in Pakistan," Cogent Economics & Finance, Taylor & Francis Journals, vol. 5(1), pages 1315206-131, January.
  27. Jacquet-Lagreze, Eric & Siskos, Yannis, 2001. "Preference disaggregation: 20 years of MCDA experience," European Journal of Operational Research, Elsevier, vol. 130(2), pages 233-245, April.
  28. Fan, Zhi-Ping & Feng, Bo & Suo, Wei-Lan, 2009. "A fuzzy linguistic method for evaluating collaboration satisfaction of NPD team using mutual-evaluation information," International Journal of Production Economics, Elsevier, vol. 122(2), pages 547-557, December.
  29. Gabriela D. Oliveira & Luis C. Dias, 2020. "The potential learning effect of a MCDA approach on consumer preferences for alternative fuel vehicles," Annals of Operations Research, Springer, vol. 293(2), pages 767-787, October.
  30. Sagatdinova Dayana & Sha Zhen Quan, 2018. "Research and Analysis on the Influencing Factors of the Purchase Decision of the Consumers of Fast Fashion Goods in Kazakhstan," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(5), pages 1-37, March.
IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.