Title: Productive efficiency, service quality and profitability: a comparative analysis of foreign and private banks in India

Authors: Sajeev Abraham George

Addresses: SP Jain Institute of Management and Research (SPJIMR), Andheri (West), Mumbai 400058, India

Abstract: The objective of this paper is to compare the productive efficiency and service quality of major foreign banks operating in India with that of the new private banks and also to study the linkages between efficiency, service quality and financial performance. Data envelopment analysis (DEA) methodology has been employed for benchmarking of productive efficiency while SERVQUAL framework was used for service quality analysis. The linkages between productive efficiency, service quality and financial performance of a selected subset of both foreign and private banks were investigated. Results of the analysis have clearly indicated that though both efficiency and service quality are extremely important they need not necessarily result in superior profitability of a bank. This study contributed to the emerging need for a comprehensive framework for measuring efficiency, service quality and financial performance as well as their inter linkages for the Indian banks of different ownership structure.

Keywords: bank efficiency; benchmarking; data envelopment analysis; DEA; service quality; SERVQUAL; India; profitability; foreign banks; private banks; banking industry; India; financial performance; ownership structure.

DOI: 10.1504/IJPQM.2016.077780

International Journal of Productivity and Quality Management, 2016 Vol.18 No.4, pp.518 - 536

Available online: 15 Jul 2016 *

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