Understanding the dynamics behind bank branch service quality in Portugal: pursuing a holistic view using fuzzy cognitive mapping |
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| Authors: | Fernando A F Ferreira Marjan S Jalali João J M Ferreira Jelena Stankevi?ien? Carla S E Marques |
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| Institution: | 1.ISCTE Business School, BRU-IUL,University Institute of Lisbon,Lisbon,Portugal;2.Fogelman College of Business and Economics,University of Memphis,Memphis,USA;3.Department of Business and Economics & NECE Research Center,University of Beira Interior,Covilh?,Portugal;4.Faculty of Business Management,Vilnius Gediminas Technical University,Vilnius,Lithuania;5.Department of Economics, Sociology and Management & CETRAD Research Center,University of Trás-os-Montes e Alto Douro,Vila Real,Portugal |
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| 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. |
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