Customer satisfaction is one of the key factors in modern marketing and customers' behavior
analysis. Banking industry is one of the numerous services in which the customer
satisfaction has had an ever increasing importance in the corresponding research areas.
The problem here is the complexity of dealing with customer satisfaction due to
superabundant factors engaged in it. In this paper the applications of Fuzzy Cognitive Maps
(FCM's), as a decision making tool, in banking industry, a very vital part of a country's …

Customer satisfaction is one of the key factors in modern marketing and customers' behavior
analysis. Banking industry is one of the numerous services in which the customer
satisfaction has had an ever increasing importance in the corresponding research areas.
The problem here is the complexity of dealing with customer satisfaction due to
superabundant factors engaged in it. In this paper the applications of Fuzzy Cognitive Maps
(FCM's), as a decision making tool, in banking industry, a very vital part of a country's …