How to cite this paper
Esmaeili, A & Horri, M. (2014). Efficiency evaluation of customer satisfaction index in e-banking using the fuzzy data envelopment analysis.Management Science Letters , 4(1), 71-86.
Refrences
Andersen, P., & Petersen, N. C. (1993). A procedure for ranking efficient units in data envelopment analysis. Management science 39 (10):1261-1264.
Anderson, R. E., & S. S. Srinivasan. (2003). E?satisfaction and e?loyalty: A contingency framework. Psychology & Marketing, 20(2),123-138.
Bai, B., Law, R., & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27(3), 391-402.
Banker, R. D., Charnes, A., & Cooper, W.W. (1984). Some models for estimating technical and scale inefficiencies in data envelopment analysis. Management science, 30(9),1078-1092.
Barry, J., & Terry, T. S. (2008). Empirical study of relationship value in industrial services. Journal of Business & Industrial Marketing, 23(4), 228-241.
Blanchard, R., & Galloway, R. (1994). Quality in retail banking. International Journal of Service Industry Management, 5(4), 5-23.
Casado-D?az, A. B., & Nicolau-Gonz?lbez, J.L. (2009). Explaining consumer complaining behaviour in double deviation scenarios: the banking services. The Service Industries Journal, 29 (12), 1659-1668.
Charnes, A., Cooper, W. W., & Rhodes, E. (1978). Measuring the efficiency of decision making units. European Journal of Operational Research, 2(6), 429-444.
Cheung, C. M., & Lee, M. K. (2005). Consumer satisfaction with internet shopping: a research framework and propositions for future research. Paper read at Proceedings of the 7th international conference on Electronic commerce.
Ciavolino, E., & Dahlgaard, J. J. (2007). ECSI–customer satisfaction modelling and analysis: a case study. Total Quality Management, 18(5), 545-554.
Cooper, W. W., Seiford, L. M., & Tone, K. (2005). Introduction to data envelopment analysis and its uses: with DEA-solver software and references.
Cyr, D., Kindra, G. S., & Dash, S. (2008). Web site design, trust, satisfaction and e-loyalty: the Indian experience. Online Information Review, 32(6), 773-790.
Davis-Sramek, B., Droge, C., Mentzer, J. T., & Myers, M. B. (2009). Creating commitment and loyalty behavior among retailers: what are the roles of service quality and satisfaction?. Journal of the Academy of Marketing Science, 37(4), 440-454.
Farquhar, J. D., & Panther, T. (2008). Acquiring and retaining customers in UK banks: An exploratory study. Journal of Retailing and Consumer Services, 15(1), 9-21.
Feicheng, M., Tao, L., & Guoliang, Z. (2009). A conceptual model of e-commerce sale service for manufacturing industry. International Conference on E-Business and Information System Security. EBISS & apos; 09.
Finn, A. (2011). Investigating the non-linear effects of e-service quality dimensions on customer satisfaction. Journal of Retailing and Consumer Services, 18(1), 27-37.
Flint, D. J., Blocker, C.P., & Boutin, P.J. ( 2011). Customer value anticipation, customer satisfaction and loyalty: An empirical examination. Industrial Marketing Management, 40(2), 219-230.
Gazor, H., B. Nemati, A. Ehsani, and K. Ameleh. (2012). Analyzing effects of service encounter quality on customer satisfaction in banking industry. Management Science Letters, 2(3), 859-868.
Grigoroudis, E., Nikolopoulou, G., & Zopounidis, C. (2008). Customer satisfaction barometers and economic development: An explorative ordinal regression analysis. Total Quality Management, 19 (5), 441-460.
Guo, P., & Tanaka, H. (2001). Fuzzy DEA: a perceptual evaluation method. Fuzzy sets and systems, 119(1),149-160.
Hsiao, M.-H. (2009). Shopping mode choice: Physical store shopping versus e-shopping. Transportation Research Part E: Logistics and Transportation Review, 45(1), 86-95.
Kristensen, K., Martensen, A., & Gronholdt, L. (2000). Customer satisfaction measurement at Post Denmark: results of application of the European Customer Satisfaction Index methodology. Total Quality Management, 11(7), 1007-1015.
Lee, M. C., & Hwan, I. (2005). Relationships among service quality, customer satisfaction and profitability in the Taiwanese banking industry. International Journal of Management, 22(4), 635.
Li, D.-F. (2012). A fast approach to compute fuzzy values of matrix games with payoffs of triangular fuzzy numbers. European Journal of Operational Research, 223(2), 421-429.
Liu, X., Zeng, X., Xu, Y., & Koehl, L. (2008). A fuzzy model of customer satisfaction index in e-commerce. Mathematics and Computers in Simulation, 77(5), 512-521.
Marimon, F., Petnji Yaya, L. H., & Casadesus Fa, M. (2012). Impact of e-Quality and service recovery on loyalty: A study of e-banking in Spain. Total Quality Management & Business Excellence, 23(7-8), 769-787.
Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y., & Malandrakis, Y. (2001). Customer satisfaction measurement in the private bank sector. European Journal of Operational Research, 130(2), 347-360.
Molina, A., Mart?n-Consuegra, D., & Esteban, A. (2007). Relational benefits and customer satisfaction in retail banking. International Journal of Bank Marketing, 25(4), 253-271.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 460-469.
Petridou, E., Spathis, C., Glaveli, N., & Liassides, C. (2007). Bank service quality: empirical evidence from Greek and Bulgarian retail customers. International Journal of Quality & Reliability Management, 24(6), 568-585.
Poddar, A., Donthu, N., & Wei, Y. (2009). Web site customer orientations, Web site quality, and purchase intentions: The role of Web site personality. Journal of Business Research, 62(4), 441-450.
Razak, M. R. A., Chong, S. C., & Lin, B. (2007). Service quality of a local Malaysian bank: customers & apos; expectations, perceptions, satisfaction and loyalty. International Journal of Services and Standards, 3(1), 18-38.
Reynolds, K. L., and L. C. Harris. (2009). Dysfunctional customer behavior severity: an empirical examination. Journal of retailing, 85(3), 321-335.
Saati, S., Zarafat Angiz, M., Memariani, A., & Jahanshahloo, G. (2001). A model for ranking decision making units in data envelopment analysis. Ricerca Operativa, 31(97), 47–59.
Saati, S. M., Memariani, A., & Jahanshahloo, G. (2002). Efficiency analysis and ranking of DMUs with fuzzy data. Fuzzy Optimization and Decision Making, 1(3), 255-267.
Salehi, M., & Alipour, M. (2010). E-banking in emerging economy: empirical evidence of Iran. International Journal of Economics and Finance, 2(1), 201.
S?nchez-Fern?ndez, R., & Iniesta-Bonillo, M. (2009). Efficiency and quality as economic dimensions of perceived value: Conceptualization, measurement, and effect on satisfaction. Journal of Retailing and Consumer Services, 16(6), 425-433.
Sengupta, J. K. (1992). A fuzzy systems approach in data envelopment analysis. Computers & Mathematics with Applications, 24(8), 259-266.
Su, A. Y.-L. (2004). Customer satisfaction measurement practice in Taiwan hotels. International Journal of Hospitality Management, 23(4), 397-408.
Szymanski, D. M., & Hise, R.T.. (2000). E-satisfaction: an initial examination. Journal of retailing 76(3), 309-322.
Talluri, S. (2000). Data envelopment analysis: models and extensions. Decision Line, 31(3), 8-11.
Vasudevan, H., Gaur, S. S., & Shinde, R. K. (2006). Relational switching costs, satisfaction and commitment: a study in the Indian manufacturing context. Asia Pacific Journal of Marketing and Logistics, 18(4), 342-353.
Wang, Y.-S., Yeh, C.-H., & Liao, Y.-W. (2012). What drives purchase intention in the context of online content services? The moderating role of ethical self-efficacy for online piracy. International Journal of Information Management.
Wen, M., & Li, H. (2009). Fuzzy data envelopment analysis (DEA): Model and ranking method. Journal of Computational and Applied Mathematics, 223 (2), 872-878.
Wirtz, J. (2003). Halo in customer satisfaction measures: The role of purpose of rating, number of attributes and customer involvement. International Journal of Service Industry Management, 14 (1), 96-119.
Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction: a content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302-326.
Zadeh, L. A. (1965). Fuzzy sets. Information and control, 8(3), 338-353.
Zeithaml, V. A., Bitner, M. J., & Gremier, D.D. (2006). Service Marketing: Integrating Customer Focus Across The Firm-4/E.
Zerafat Angiz L. M., Emrouznejad, A., & Mustafa, A. (2012). Fuzzy data envelopment analysis: A discrete approach. Expert Systems with Applications,39(3), 2263-2269.
Zimmermann, H. J. (2010). Fuzzy set theory. Wiley Interdisciplinary Reviews: Computational Statistics, 2(3), 317-332.
Anderson, R. E., & S. S. Srinivasan. (2003). E?satisfaction and e?loyalty: A contingency framework. Psychology & Marketing, 20(2),123-138.
Bai, B., Law, R., & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27(3), 391-402.
Banker, R. D., Charnes, A., & Cooper, W.W. (1984). Some models for estimating technical and scale inefficiencies in data envelopment analysis. Management science, 30(9),1078-1092.
Barry, J., & Terry, T. S. (2008). Empirical study of relationship value in industrial services. Journal of Business & Industrial Marketing, 23(4), 228-241.
Blanchard, R., & Galloway, R. (1994). Quality in retail banking. International Journal of Service Industry Management, 5(4), 5-23.
Casado-D?az, A. B., & Nicolau-Gonz?lbez, J.L. (2009). Explaining consumer complaining behaviour in double deviation scenarios: the banking services. The Service Industries Journal, 29 (12), 1659-1668.
Charnes, A., Cooper, W. W., & Rhodes, E. (1978). Measuring the efficiency of decision making units. European Journal of Operational Research, 2(6), 429-444.
Cheung, C. M., & Lee, M. K. (2005). Consumer satisfaction with internet shopping: a research framework and propositions for future research. Paper read at Proceedings of the 7th international conference on Electronic commerce.
Ciavolino, E., & Dahlgaard, J. J. (2007). ECSI–customer satisfaction modelling and analysis: a case study. Total Quality Management, 18(5), 545-554.
Cooper, W. W., Seiford, L. M., & Tone, K. (2005). Introduction to data envelopment analysis and its uses: with DEA-solver software and references.
Cyr, D., Kindra, G. S., & Dash, S. (2008). Web site design, trust, satisfaction and e-loyalty: the Indian experience. Online Information Review, 32(6), 773-790.
Davis-Sramek, B., Droge, C., Mentzer, J. T., & Myers, M. B. (2009). Creating commitment and loyalty behavior among retailers: what are the roles of service quality and satisfaction?. Journal of the Academy of Marketing Science, 37(4), 440-454.
Farquhar, J. D., & Panther, T. (2008). Acquiring and retaining customers in UK banks: An exploratory study. Journal of Retailing and Consumer Services, 15(1), 9-21.
Feicheng, M., Tao, L., & Guoliang, Z. (2009). A conceptual model of e-commerce sale service for manufacturing industry. International Conference on E-Business and Information System Security. EBISS & apos; 09.
Finn, A. (2011). Investigating the non-linear effects of e-service quality dimensions on customer satisfaction. Journal of Retailing and Consumer Services, 18(1), 27-37.
Flint, D. J., Blocker, C.P., & Boutin, P.J. ( 2011). Customer value anticipation, customer satisfaction and loyalty: An empirical examination. Industrial Marketing Management, 40(2), 219-230.
Gazor, H., B. Nemati, A. Ehsani, and K. Ameleh. (2012). Analyzing effects of service encounter quality on customer satisfaction in banking industry. Management Science Letters, 2(3), 859-868.
Grigoroudis, E., Nikolopoulou, G., & Zopounidis, C. (2008). Customer satisfaction barometers and economic development: An explorative ordinal regression analysis. Total Quality Management, 19 (5), 441-460.
Guo, P., & Tanaka, H. (2001). Fuzzy DEA: a perceptual evaluation method. Fuzzy sets and systems, 119(1),149-160.
Hsiao, M.-H. (2009). Shopping mode choice: Physical store shopping versus e-shopping. Transportation Research Part E: Logistics and Transportation Review, 45(1), 86-95.
Kristensen, K., Martensen, A., & Gronholdt, L. (2000). Customer satisfaction measurement at Post Denmark: results of application of the European Customer Satisfaction Index methodology. Total Quality Management, 11(7), 1007-1015.
Lee, M. C., & Hwan, I. (2005). Relationships among service quality, customer satisfaction and profitability in the Taiwanese banking industry. International Journal of Management, 22(4), 635.
Li, D.-F. (2012). A fast approach to compute fuzzy values of matrix games with payoffs of triangular fuzzy numbers. European Journal of Operational Research, 223(2), 421-429.
Liu, X., Zeng, X., Xu, Y., & Koehl, L. (2008). A fuzzy model of customer satisfaction index in e-commerce. Mathematics and Computers in Simulation, 77(5), 512-521.
Marimon, F., Petnji Yaya, L. H., & Casadesus Fa, M. (2012). Impact of e-Quality and service recovery on loyalty: A study of e-banking in Spain. Total Quality Management & Business Excellence, 23(7-8), 769-787.
Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y., & Malandrakis, Y. (2001). Customer satisfaction measurement in the private bank sector. European Journal of Operational Research, 130(2), 347-360.
Molina, A., Mart?n-Consuegra, D., & Esteban, A. (2007). Relational benefits and customer satisfaction in retail banking. International Journal of Bank Marketing, 25(4), 253-271.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 460-469.
Petridou, E., Spathis, C., Glaveli, N., & Liassides, C. (2007). Bank service quality: empirical evidence from Greek and Bulgarian retail customers. International Journal of Quality & Reliability Management, 24(6), 568-585.
Poddar, A., Donthu, N., & Wei, Y. (2009). Web site customer orientations, Web site quality, and purchase intentions: The role of Web site personality. Journal of Business Research, 62(4), 441-450.
Razak, M. R. A., Chong, S. C., & Lin, B. (2007). Service quality of a local Malaysian bank: customers & apos; expectations, perceptions, satisfaction and loyalty. International Journal of Services and Standards, 3(1), 18-38.
Reynolds, K. L., and L. C. Harris. (2009). Dysfunctional customer behavior severity: an empirical examination. Journal of retailing, 85(3), 321-335.
Saati, S., Zarafat Angiz, M., Memariani, A., & Jahanshahloo, G. (2001). A model for ranking decision making units in data envelopment analysis. Ricerca Operativa, 31(97), 47–59.
Saati, S. M., Memariani, A., & Jahanshahloo, G. (2002). Efficiency analysis and ranking of DMUs with fuzzy data. Fuzzy Optimization and Decision Making, 1(3), 255-267.
Salehi, M., & Alipour, M. (2010). E-banking in emerging economy: empirical evidence of Iran. International Journal of Economics and Finance, 2(1), 201.
S?nchez-Fern?ndez, R., & Iniesta-Bonillo, M. (2009). Efficiency and quality as economic dimensions of perceived value: Conceptualization, measurement, and effect on satisfaction. Journal of Retailing and Consumer Services, 16(6), 425-433.
Sengupta, J. K. (1992). A fuzzy systems approach in data envelopment analysis. Computers & Mathematics with Applications, 24(8), 259-266.
Su, A. Y.-L. (2004). Customer satisfaction measurement practice in Taiwan hotels. International Journal of Hospitality Management, 23(4), 397-408.
Szymanski, D. M., & Hise, R.T.. (2000). E-satisfaction: an initial examination. Journal of retailing 76(3), 309-322.
Talluri, S. (2000). Data envelopment analysis: models and extensions. Decision Line, 31(3), 8-11.
Vasudevan, H., Gaur, S. S., & Shinde, R. K. (2006). Relational switching costs, satisfaction and commitment: a study in the Indian manufacturing context. Asia Pacific Journal of Marketing and Logistics, 18(4), 342-353.
Wang, Y.-S., Yeh, C.-H., & Liao, Y.-W. (2012). What drives purchase intention in the context of online content services? The moderating role of ethical self-efficacy for online piracy. International Journal of Information Management.
Wen, M., & Li, H. (2009). Fuzzy data envelopment analysis (DEA): Model and ranking method. Journal of Computational and Applied Mathematics, 223 (2), 872-878.
Wirtz, J. (2003). Halo in customer satisfaction measures: The role of purpose of rating, number of attributes and customer involvement. International Journal of Service Industry Management, 14 (1), 96-119.
Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction: a content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302-326.
Zadeh, L. A. (1965). Fuzzy sets. Information and control, 8(3), 338-353.
Zeithaml, V. A., Bitner, M. J., & Gremier, D.D. (2006). Service Marketing: Integrating Customer Focus Across The Firm-4/E.
Zerafat Angiz L. M., Emrouznejad, A., & Mustafa, A. (2012). Fuzzy data envelopment analysis: A discrete approach. Expert Systems with Applications,39(3), 2263-2269.
Zimmermann, H. J. (2010). Fuzzy set theory. Wiley Interdisciplinary Reviews: Computational Statistics, 2(3), 317-332.