An internal customer service quality data envelopment analysis model for bank branches

Over the last few years data envelopment analysis (DEA) has been gaining increasing popularity as a performance assessment methodology. DEA has been successfully applied to bank branch performance evaluation. However, most DEA models which have been developed for bank branch performance assessment d...

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Bibliographic Details
Published in:International journal of bank marketing 2000-01, Vol.18 (5), p.246-252
Main Authors: Soteriou, Andreas C, Stavrinides, Yiannos
Format: Article
Language:English
Subjects:
Bank marketing
Best practice
Branch banking
Customer services
Data envelopment analysis
Efficiency
Internal customers
Linear programming
Mathematical programming
Profitability
Quality improvement
Quality of service
Retail banking
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Summary:Over the last few years data envelopment analysis (DEA) has been gaining increasing popularity as a performance assessment methodology. DEA has been successfully applied to bank branch performance evaluation. However, most DEA models which have been developed for bank branch performance assessment do not include service quality as an output. Service quality has been considered by many as the key to gaining competitive advantage and customer loyalty. Develops a DEA model that can be used to provide direction for improvement to branches which do not use their resources in the most efficient way to produce service quality. Focuses on internal customer service quality which is sometimes easier to measure. Presents results from an empirical study undertaken at a bank to demonstrate the applicability of the model.
ISSN:0265-2323
1758-5937
DOI:10.1108/02652320010356799