Analysis of balanced scorecard-based servqual criteria based on hesitant decision-making approaches

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dc.authorid0000-0002-9858-1266
dc.authorid0000-0002-8072-031X
dc.contributor.authorDinçer, Hasan
dc.contributor.authorYüksel, Serhat
dc.contributor.authorMartinez, Luis
dc.date.accessioned10.07.201910:49:13
dc.date.accessioned2019-07-10T19:49:34Z
dc.date.available10.07.201910:49:13
dc.date.available2019-07-10T19:49:34Z
dc.date.issued2019
dc.departmentİstanbul Medipol Üniversitesi, İşletme ve Yönetim Bilimleri Fakültesi, Uluslararası Ticaret ve Finansman Bölümü
dc.descriptionWOS: 000468710600001
dc.description.abstractThe measurement of quality of services has an important influence in the companies' competence, being even more relevant in the banking sector because of the high competition to keep and attract customers. Due to this fact, this paper proposes a balanced scorecard based SERVQUAL to rank competitors in the banking sector. The analysis will deal with hesitant fuzzy information that models the hesitancy of the experts involved. This analysis will be applied for weighting criteria and dimensions, ranking alternatives and different results that will define the Turkish banking sector. Its main goal is to show that banks should be more willing to help and support their customers to increase the quality of their services. Therefor the analysis aims at showing which is the most relevant factor in the balanced scorecard based-SERVQUAL dimensions according to the correlation coefficient? It also aims at providing a clear view about what type of actions should take banks to be closer to the customers. Additionally, it will be identified which is the importance of the different dimensions of the approach? Eventually the main conclusions obtained from the analysis will be detailed regarding the quality services offered by banks in Turkey and different recommendations will be elicited to increase the banks performance in service quality according to the criteria and dimensions emphasized in this study.
dc.description.sponsorshipSpanish National research project [TIN2015-66524-P]; ERDFen_US
dc.description.sponsorshipThis work is partially supported by the Spanish National research project, TIN2015-66524-P and ERDF.en_US
dc.identifier.citationDinçer, H., Yüksel, S. ve Matinez, L. (2019). Analysis of balanced scorecard-based servqual criteria based on hesitant decision-making approaches. Computers and Industrial Engineering, 131, 1-12. https://dx.doi.org/10.1016/j.cie.2019.03.026
dc.identifier.doi10.1016/j.cie.2019.03.026
dc.identifier.endpage12
dc.identifier.issn0360-8352
dc.identifier.issn1879-0550
dc.identifier.scopusqualityQ1
dc.identifier.startpage1
dc.identifier.urihttps://dx.doi.org/10.1016/j.cie.2019.03.026
dc.identifier.urihttps://hdl.handle.net/20.500.12511/1658
dc.identifier.volume131
dc.identifier.wosqualityQ1
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherPergamon-Elsevier Science Ltd
dc.relation.ispartofComputers and Industrial Engineeringen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/embargoedAccess
dc.subjectMulti-Criteria Decision Making
dc.subjectServqual
dc.subjectHesitant Fuzzy Sets
dc.subjectDematel
dc.subjectVikor
dc.titleAnalysis of balanced scorecard-based servqual criteria based on hesitant decision-making approaches
dc.typeArticle

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