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

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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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Acknowledgments

The authors gratefully acknowledge the contribution and willingness of the expert panel members: Ana Luísa Morgado, António Neves, Erica Vaz, Joana Reis, and João Aguiar. Thanks also go to Bianca Viana for her excellent technical assistance during the group meeting. Institutional and facility support from the ISCTE Business School, University Institute of Lisbon, Portugal, is also acknowledged.

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Authors and Affiliations

  1. ISCTE Business School, BRU-IUL, University Institute of Lisbon, Avenida das Forças Armadas, 1649-026, Lisbon, Portugal

    Fernando A. F. Ferreira & Marjan S. Jalali

  2. Fogelman College of Business and Economics, University of Memphis, Memphis, TN, 38152-3120, USA

    Fernando A. F. Ferreira

  3. Department of Business and Economics & NECE Research Center, University of Beira Interior, Estrada do Sineiro, 6200-209, Covilhã, Portugal

    João J. M. Ferreira

  4. Faculty of Business Management, Vilnius Gediminas Technical University, Saulėtekio al. 11, 10223, Vilnius, Lithuania

    Jelena Stankevičienė

  5. Department of Economics, Sociology and Management & CETRAD Research Center, University of Trás-os-Montes e Alto Douro, Quinta de Prados, 5001-801, Vila Real, Portugal

    Carla S. E. Marques

Authors
  1. Fernando A. F. Ferreira
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  2. Marjan S. Jalali
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  3. João J. M. Ferreira
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  4. Jelena Stankevičienė
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  5. Carla S. E. Marques
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Correspondence to João J. M. Ferreira.

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Ferreira, F.A.F., Jalali, M.S., Ferreira, J.J.M. et al. Understanding the dynamics behind bank branch service quality in Portugal: pursuing a holistic view using fuzzy cognitive mapping. Serv Bus 10, 469–487 (2016). https://doi.org/10.1007/s11628-015-0278-x

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