EXPLORING THE DIMENSIONALITY OF SERVICE QUALITY: AN APPLICATION OF TOPSIS IN THE INDIAN BANKING INDUSTRY

DOI10.1142/S0217595909002110MaRDI QIDQ3632035zbMATH OpenFDO

Authors Manabendra N. Pal, Koushiki Choudhury

Publication date 23 June 2009

Published in Asia-Pacific Journal of Operational Research (Search for Journal in Brave)

zbMATH Keywords

rankingperformance evaluationdimensionalitybankingTOPSISfactorsservice quality

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

Recommendations

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Cites work

• scientific article; zbMATH DE number 3122981 (Why is no real title available?)
• A new approach for multiple objective decision making
• Inter-company comparison using modified TOPSIS with objective weights
• TOPSIS for MODM

Cited in

(4)

• Satisfaction Benchmarking and Customer Classification: An Application to the Branches of a Banking Organization
• Resource, service quality and performance triad: a framework for measuring efficiency of banking services
• Examining the effects of customer service management (CSM) on perceived business performance via structural equation modelling
• Application of IPA and back-propagation neural network to build a new service quality decision making model

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