Adding value to bank branch performance evaluation using cognitive maps and MCDA: a case study

F. A. F. Ferreira, S. P. Santos, P. M. M. Rodrigues

Research output: Contribution to journalArticle

45 Citations (Scopus)

Abstract

Bank branch performance evaluation is a difficult endeavour. Some of the main reasons for this difficulty are the complexity inherent in the variety of aspects considered in the evaluation, and the multiple and conflicting interests of the different stakeholders involved. In this paper, we show how cognitive mapping and measuring attractiveness by a categorical-based evaluation technique can be used to support the evaluation of bank branches through the development of multidimensional performance evaluation systems, and to deal explicitly with the trade-offs between the different dimensions of performance and interests of different stakeholders. A case study is discussed where these techniques are used in a constructive way, making the learning activity easier and introducing transparency in the decision-making process. The strengths and weaknesses of the integrated use of these two operational research techniques in this context are also discussed. Journal of the Operational Research Society (2011) 62, 1320-1333. doi: 10.1057/jors.2010.111 Published online 28 July 2010

Original languageEnglish
Pages (from-to)1320-1333
Number of pages14
JournalJournal of the Operational Research Society
Volume62
Issue number7
DOIs
Publication statusPublished - Jul 2011

Keywords

  • bank branches
  • cognitive mapping
  • MCDA
  • performance evaluation
  • MULTICRITERIA DECISION-ANALYSIS
  • MEASUREMENT SYSTEM-DESIGN
  • CANADIAN BANK
  • DEA APPLICATION
  • EFFICIENCY
  • NETWORK
  • MACBETH
  • ALLOCATION
  • STRATEGY
  • MODELS

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