An empirical study on the evaluation of bank branch performance using data envelopment analysis
by Raman Manandhar, John C.S. Tang
International Journal of Services Technology and Management (IJSTM), Vol. 5, No. 2, 2004

Abstract: The existing studies on efficiency evaluation of bank branches using a Data Envelopment Analysis (DEA) technique have not considered service delivery system characteristics and capabilities. In order to fill this gap, this paper develops a framework to operationalise internal service quality in a DEA framework. This paper also suggests simultaneous benchmarking of bank branches along multiple drivers of performance, which are internal service quality, operating efficiency and profitability using a modified DEA model. The application of the proposed framework for branch efficiency evaluation is illustrated with an empirical study in a bank from Thailand.

Online publication date: Mon, 29-Mar-2004

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