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

Andreas C. Soteriou (University of Cyprus, Nicosia, Cyprus)
Yiannos Stavrinides (University of Cyprus, Nicosia, Cyprus)

International Journal of Operations & Production Management

ISSN: 0144-3577

Publication date: 1 August 1997

Abstract

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.

Keywords

Citation

Soteriou, A. and Stavrinides, Y. (1997), "An internal customer service quality data envelopment analysis model for bank branches", International Journal of Operations & Production Management, Vol. 17 No. 8, pp. 780-789. https://doi.org/10.1108/01443579710175556

Download as .RIS

Publisher

:

MCB UP Ltd

Copyright © 1997, MCB UP Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.