How to cite this paper
Karimi, M., Azizi, M., Javanshir, H & Ghomi, S. (2015). A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating banking service quality.Decision Science Letters , 4(3), 349-362.
Refrences
Amiri, M. P. (2010). Project selection for oil-fields development by using the AHP and fuzzy TOPSIS methods. Expert Systems with Applications, 37(9), 6218-6224.
Amy, H.I.L., Yan, K.H., Yu, L.C. (2011). Advances in mathematical and computatioal methods: addressing modern challenges of science, technology, and society. AIP Conference Proceedings, 1368, 185-188.
Angur, M. G., Nataraajan, R., & Jahera Jr, J. S. (1999). Service quality in the banking industry: an assessment in a developing economy. International Journal of Bank Marketing, 17(3), 116-125.
Awasthi, A., Chauhan, S. S., & Goyal, S. K. (2011a). A multi-criteria decision making approach for location planning for urban distribution centers under uncertainty. Mathematical and Computer Modelling, 53(1), 98-109.
Awasthi, A., Chauhan, S. S., Omrani, H., & Panahi, A. (2011b). A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality. Computers & Industrial Engineering, 61(3), 637-646.
Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. international journal of bank marketing,18(2), 84-91.
Chen, C. T. (2000). Extensions of the TOPSIS for group decision-making under fuzzy environment. Fuzzy Sets and Systems, 114(1), 1-9.
Hwang, C. L. & Yoon, K. (1981). Multiple Attribute Decision Making: Methods and Applications. New york: Springer- Verlag.
Kutlu, A. C., & Ekmekçio?lu, M. (2012). Fuzzy failure modes and effects analysis by using fuzzy TOPSIS-based fuzzy AHP. Expert Systems with Applications, 39(1), 61-67.
Kumar, M., Tat Kee, F., & Taap Manshor, A. (2009). Determining the relative importance of critical factors in delivering service quality of banks: an application of dominance analysis in SERVQUAL model. Managing Service Quality: An International Journal, 19(2), 211-228.
Meziani, A. S., & Rezvani, F. (1990). Using the analytical hierarchy process to select a financing instrument for a foreign investment. Mathematical and Computer Modelling, 13(7), 77-82.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40.
Saaty, T. (1980). The analytic hierarchy process. New york: Mc Grae-Hill .
Wang, J. W., Cheng, C. H., & Huang, K. C. (2009). Fuzzy hierarchical TOPSIS for supplier selection. Applied Soft Computing, 9(1), 377-386.
Wu, H. Y., Chen, J. K., Chen, I., & Zhuo, H. H. (2012). Ranking universities based on performance evaluation by a hybrid MCDM model. Measurement, 45(5), 856-880.
Yang, T., & Hung, C. C. (2007). Multiple-attribute decision making methods for plant layout design problem. Robotics and Computer-Integrated Manufacturing,23(1), 126-137.
Yu, X., Guo, S., Guo, J., & Huang, X. (2011). Rank B2C e-commerce websites in e-alliance based on AHP and fuzzy TOPSIS. Expert Systems with Applications, 38(4), 3550-3557.
Zadeh, L. A. (1965). Fuzzy sets. Information and Control , 338–353 .
Zimmermann, H. J. (1992). Fuzzy Set Theory and Its Applications Second, Revised Edition. Kluwer academic publishers
Amy, H.I.L., Yan, K.H., Yu, L.C. (2011). Advances in mathematical and computatioal methods: addressing modern challenges of science, technology, and society. AIP Conference Proceedings, 1368, 185-188.
Angur, M. G., Nataraajan, R., & Jahera Jr, J. S. (1999). Service quality in the banking industry: an assessment in a developing economy. International Journal of Bank Marketing, 17(3), 116-125.
Awasthi, A., Chauhan, S. S., & Goyal, S. K. (2011a). A multi-criteria decision making approach for location planning for urban distribution centers under uncertainty. Mathematical and Computer Modelling, 53(1), 98-109.
Awasthi, A., Chauhan, S. S., Omrani, H., & Panahi, A. (2011b). A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality. Computers & Industrial Engineering, 61(3), 637-646.
Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. international journal of bank marketing,18(2), 84-91.
Chen, C. T. (2000). Extensions of the TOPSIS for group decision-making under fuzzy environment. Fuzzy Sets and Systems, 114(1), 1-9.
Hwang, C. L. & Yoon, K. (1981). Multiple Attribute Decision Making: Methods and Applications. New york: Springer- Verlag.
Kutlu, A. C., & Ekmekçio?lu, M. (2012). Fuzzy failure modes and effects analysis by using fuzzy TOPSIS-based fuzzy AHP. Expert Systems with Applications, 39(1), 61-67.
Kumar, M., Tat Kee, F., & Taap Manshor, A. (2009). Determining the relative importance of critical factors in delivering service quality of banks: an application of dominance analysis in SERVQUAL model. Managing Service Quality: An International Journal, 19(2), 211-228.
Meziani, A. S., & Rezvani, F. (1990). Using the analytical hierarchy process to select a financing instrument for a foreign investment. Mathematical and Computer Modelling, 13(7), 77-82.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40.
Saaty, T. (1980). The analytic hierarchy process. New york: Mc Grae-Hill .
Wang, J. W., Cheng, C. H., & Huang, K. C. (2009). Fuzzy hierarchical TOPSIS for supplier selection. Applied Soft Computing, 9(1), 377-386.
Wu, H. Y., Chen, J. K., Chen, I., & Zhuo, H. H. (2012). Ranking universities based on performance evaluation by a hybrid MCDM model. Measurement, 45(5), 856-880.
Yang, T., & Hung, C. C. (2007). Multiple-attribute decision making methods for plant layout design problem. Robotics and Computer-Integrated Manufacturing,23(1), 126-137.
Yu, X., Guo, S., Guo, J., & Huang, X. (2011). Rank B2C e-commerce websites in e-alliance based on AHP and fuzzy TOPSIS. Expert Systems with Applications, 38(4), 3550-3557.
Zadeh, L. A. (1965). Fuzzy sets. Information and Control , 338–353 .
Zimmermann, H. J. (1992). Fuzzy Set Theory and Its Applications Second, Revised Edition. Kluwer academic publishers