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Article
Publication date: 30 August 2011

Madjid Tavana, Amir Karbassi Yazdi, Mehran Shiri and Jack Rappaport

This paper aims to propose a new benchmarking framework that uses a series of existing intuitive and analytical methods to systematically capture both objective data and…

Abstract

Purpose

This paper aims to propose a new benchmarking framework that uses a series of existing intuitive and analytical methods to systematically capture both objective data and subjective beliefs and preferences from a group of decision makers (DMs).

Design/methodology/approach

The proposed framework combines the excellence model developed by the European Foundation for Quality Management with the Rembrandt method, the entropy concept, the weighted‐sum approach, and the theory of the displaced ideal. Hard data and personal judgments are synthesized to evaluate a set of business units (BUs) with two overall performance scores plotted in a four quadrant model.

Findings

The two performance scores are used to benchmark the performance of the BUs in accordance with their Euclidean distance from the “ideal” BU. Quadrants are used to classify the BUs as efficacious, productive ineffectual, proficient unproductive, and inefficacious. The efficacious BUs, referred to as “excellent”, fall in the competency zone and have the shortest Euclidean distance from the ideal BU relative to their peers.

Originality/value

The benchmarking framework presented in this study has some obvious attractive features. First, the generic nature of the framework allows for the subjective and objective evaluation of a finite number of BUs by a group of DMs. Second, the information requirements of the framework are stratified hierarchically allowing DMs to focus on a small area of the large problem. Third, the framework does not dispel subjectivity; it calibrates the subjective weights with the objective weights determined through the entropy concept.

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Article
Publication date: 6 March 2017

Amir Karbassi Yazdi and Farshid Abdi

The purpose of this paper is to find excellent banks on the basis of identified variables. First of all, banks are evaluated based on operation costs, deposits, staff…

Abstract

Purpose

The purpose of this paper is to find excellent banks on the basis of identified variables. First of all, banks are evaluated based on operation costs, deposits, staff, investments, net profit, and loans variables. Subsequently, these variables are categorized into inputs and outputs. The performances of the banks based on these variables are analyzed by data envelopment analysis (DEA) method to find efficiency and inefficiency of decision making units (DMUs).

Design/methodology/approach

This research is aimed to determine the best banks based on predetermined indicators. The indicators are categorized into inputs and outputs. DEA method is used to find efficiency and inefficiency of DMU. However, the aim is to find the efficient banks and to implement the model by using AP Super Efficiency method in order to find the most efficient unit for benchmarking. However, some inputs and outputs have more priority for banks than the others, as a result it will require some changes.

Findings

The results indicate that among 13 banks, including ten public and three private, solely five public banks are efficient. Moreover, DEA is used as a benchmarking tool for inefficient banks to be efficient. Among these banks ten of them are public banks and three are private. Among efficient ones, all are public banks. Moreover, five of public banks and three of private are inefficient.

Originality/value

In some cases, inputs and outputs have more priority for DMs than the others, as a result it will require some changes. Also, if one of the inputs or outputs is larger in number than the others, the DMU becomes efficient, despite its low priority. Thus, for solving this problem, the indicators of this research are ranked by Rembrandt method considering the existing ones to find the best banks (best DMU) based on their performance and the relevant indicators.

Details

Benchmarking: An International Journal, vol. 24 no. 2
Type: Research Article
ISSN: 1463-5771

Keywords

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Article
Publication date: 1 June 1913

THE monumental History of Criticism by Professor Saintsbury, and Mr. Hall Caine's lighter series of studies would be sufficient to put anyone on their guard against…

Abstract

THE monumental History of Criticism by Professor Saintsbury, and Mr. Hall Caine's lighter series of studies would be sufficient to put anyone on their guard against accepting as final many of the critical decisions of the important literary reviews. Mr. Caine's book particularly is a revelation of error and spite such as makes one wonder that anonymous literary criticism should be received with toleration by bookmen.

Details

New Library World, vol. 15 no. 12
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 14 August 2017

A.M. Abirami and A. Askarunisa

The purpose of this paper is to develop a systematic approach to extract users’ feelings and emotions about their experiences in hospitals from online reviews and rank the…

Abstract

Purpose

The purpose of this paper is to develop a systematic approach to extract users’ feelings and emotions about their experiences in hospitals from online reviews and rank the places using multi-criteria decision making (MCDM) techniques based on the aggregated sentiment score.

Design/methodology/approach

The proposed model used a linguistic approach to extract the sentiment words from the free text. It used term frequency-inverse document frequency values to represent features of various places in bag-of-words format. Sentiment dictionary is used to calculate senti-scores. It used different MCDM techniques like simple additive weight and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) methods for ranking hospitals based on their aggregated senti-score.

Findings

Statistical correlation analysis between the rankings of places reveals that the TOPSIS method is the most suitable ranking technique among other MCDM techniques. By improving the senti-score, one can bring their enterprise to the top position.

Research limitations/implications

Data set is collected from different websites like Twitter, Facebook, etc., for various services/features. Moderate amount of reviews are collected for each place. But not all users give their views on the social media websites. It would be essential to collect responses from all the customers who avail different services at different places.

Practical implications

The sentiment analysis model proposed in this paper enables B2C and C2C commerce. Business may take suitable measures to overcome their issues/problems raised by the consumer. Consumers can share and educate other consumers about their experiences.

Social implications

The development of internet has strong influence in all types of industries like healthcare. The availability of internet has changed the way of accessing the information and sharing their experience with others. This paper recognizes the use and impact of social media on the healthcare industry by analyzing the users’ feelings expressed in the form of free text. A suitable decision-making technique is applied to rank the places, which enables the users to plan their treatment place in a better way.

Originality/value

The paper develops a novel approach by applying the TOPSIS method to rank the different alternative places of the healthcare industry by using the senti-score derived from the users’ feelings, emotions and experiences expressed in the form of free text.

Details

Online Information Review, vol. 41 no. 4
Type: Research Article
ISSN: 1468-4527

Keywords

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Article
Publication date: 3 August 2015

Rema Gopalan, Sreekumar . and Biswajit Satpathy

With the growing importance of service quality in Indian retail, it becomes critical for the retailers to identify the appropriate dimensions for their retail stores. In…

Abstract

Purpose

With the growing importance of service quality in Indian retail, it becomes critical for the retailers to identify the appropriate dimensions for their retail stores. In the process of evaluating service quality the decision maker is often faced with ambiguities due to the imprecise information gained from the respondents. The purpose of this paper is to present an integrated fuzzy (fuzzy analytic hierarchy process (FAHP) approach to help the decision makers/retailers in practicing and judging the priorities of service quality strategies and accordingly benchmarking retail stores in Indian retail environment.

Design/methodology/approach

The study incorporated the five basic dimensions of Retail Service Quality Scale proposed by Dabholkar et al. (1996) and the FAHP approach to three leading apparel retail stores of a major city (Rourkela) of Orissa (an Indian state located in eastern part of the country) to determine the weights of criteria and sub-criteria of retail service quality.

Findings

The study identified that the dimensions, namely, personal interaction, physical aspects, reliability and policy are perceived as important by the Indian consumers. Merchandise and the store’s willingness to handle returns and exchanges emerge as the most influencing variable affecting the overall service quality of the store.

Research limitations/implications

The study was restricted to a major city of Orissa and to three apparel stores. The results obtained may not be extrapolated to the country as a whole. The authors believe that the integrated approach of FAHP could be used by a variety of service industries to evaluate the service quality. The study did not investigate switching behavior among the respondents as they had been visiting all the three apparel stores during the preceding months.

Practical implications

The integrated approach of FAHP makes an empirical contribution to the service quality and retail marketing literature by overcoming the uncertainty of concepts those are associated with human beings’ subjective judgments.

Social implications

The retailer can improve the quality of service provided by them based on the parameters important in Indian context, which will lead to higher customer satisfaction.

Originality/value

This paper can help the retail service providers to identify which of the retail service quality dimensions requires much attention to create sustainable competitive advantage.

Details

Benchmarking: An International Journal, vol. 22 no. 6
Type: Research Article
ISSN: 1463-5771

Keywords

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Article
Publication date: 30 July 2021

Amit Prakash Jha and Sanjay Kumar Singh

The Indian power sector is dominated by coal. Environmental awareness and advances in techno-economic front have led to a slow but steady shift towards greener…

Abstract

Purpose

The Indian power sector is dominated by coal. Environmental awareness and advances in techno-economic front have led to a slow but steady shift towards greener alternatives. The distributions of both fossil fuel resources and renewable energy potential are not uniform across the states. Paper attempts to answer how the states are performing in the sector and how the renewable energy and conventional resources are affecting the dynamics.

Design/methodology/approach

The authors employ a two-stage data envelopment analysis (DEA) to rank the performance of Indian states in the power sector. Multi-stage analysis opens up the DEA black-box through disaggregating power sector in two logical sub-sectors. The performance is evaluated from the point-of-view of policy formulating and implementing agencies. Further, an econometric analysis using seemingly unrelated regression equations (SURE) is conducted to estimate the determinants of total and industrial per-capita electricity consumption.

Findings

Efficiency scores obtained from the first phase of analysis happens to be a significant explanatory variable for power consumption. The growth in electricity consumption, which is necessary for economic wellbeing, is positively affected by both renewable and non-renewable sources; but conventional sources have a larger impact on per-capita consumption. Yet, the share of renewables in the energy mix has positive elasticity. Hence, the findings are encouraging, because development in storage technologies, falling costs and policy interventions are poised to give further impetus to renewable sources.

Originality/value

The study is one of the very few where entire spectrum of the Indian power sector is evaluated from efficiency perspective. Further, the second phase analysis gives additional relevant insights on the sector.

Details

Benchmarking: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-5771

Keywords

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Article
Publication date: 10 September 2018

Femi Emmanuel Ayo

Service quality is an evaluation of how well a delivered service meets customers’ expectations. The purpose of this paper is to provide a reliable scale of measurement for…

Abstract

Purpose

Service quality is an evaluation of how well a delivered service meets customers’ expectations. The purpose of this paper is to provide a reliable scale of measurement for service quality in banks.

Design/methodology/approach

The SERVQUAL model was adopted based on a Banking Service Quality (BSQ) model and a two-phase multiobjective optimization model was designed. A structured questionnaire with five-point Likert scale was administered with a 93 percent response rate of 270 sample size. A total of 22 variables were considered based on the BSQ model and the significance of these variables to customers’ satisfaction were investigated. Factor analysis was used to extract the most influential factors on the measure of service quality and four factors were selected namely: they deliver when promised, precision on account statements, queues that move rapidly and sufficient number of ATMs per branch. In order to determine the reliability of the multiple Likert questions in the survey, Cronbach’s α was used indicating a scale reliability of 0.743. Moreover, multiple regression analysis was carried out on the selected factors to design an objective function for the design and evaluation of service quality model. The model design used for benchmarking was done using multiobjective genetic algorithm in MATLAB. Similarly, the model evaluation was done in a java interface using multiobjective particle swamp optimization.

Findings

The evaluation results validated the designed model and showed that the factors they deliver when promised and queues that move rapidly are a more reliable scale of measurement for customer’s satisfaction than the factors precision on account statements and sufficient number of ATMs per branch.

Research limitations/implications

The implication of the results is that effectiveness and assurance combined with access is a more significant factor for measuring customers’ satisfaction than tangibles based on the BSQ model.

Originality/value

The introduction of a two-phase optimization model for model benchmarking and evaluation as compared to ordinary factor analysis of the dimension constructs.

Details

International Journal of Intelligent Computing and Cybernetics, vol. 11 no. 4
Type: Research Article
ISSN: 1756-378X

Keywords

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Article
Publication date: 3 April 2018

Debnirmalya Gangopadhyay, Santanu Roy and Jay Mitra

Deriving a measure of efficiency of public-funded organizations (primarily not-for-profit organizations) and ranking these efficiency measures have been major subjects of…

Abstract

Purpose

Deriving a measure of efficiency of public-funded organizations (primarily not-for-profit organizations) and ranking these efficiency measures have been major subjects of debate and discussion. The purpose of this paper is to evaluate the relative performances of public-funded research and development (R&D) organizations functioning across multiple countries working on similar research streams. The authors use multiple measures of inputs and outputs for this purpose.

Design/methodology/approach

The authors use the data envelopment analysis (DEA) as the primary methodology of analysis The keywords highlighting the major research areas in the field of non-metrology, conducted by National Physical Laboratory (NPL), India, were utilized to select the global comparators working on similar research streams. These global comparators were three R&D organizations located in the USA and one each located in Germany and Japan. The relative efficiencies of the organizations were assessed with the following output variables – external cash flow, and the numbers of technologies transferred, publications and patents; and the following input variables – amount of grants received from the parent body, and the number of scientific personnel working in these public R&D organizations. The authors follow the output-oriented measure of efficiency at constant return to scale and variable return to scale, along with scale efficiencies.

Findings

The performance of NPL, India under multiple dimensions has been evaluated relative to its global comparators – the National Institute for Materials Science, Japan; the National Renewable Energy Laboratory, USA; Fritz Haber Institute of the Max Planck Society, Germany; the National Centre for Atmospheric Research, USA; and the Oak Ridge National Laboratory, USA. The study indicates suggested measures and a set of targets to achieve the best possible performance for NPL and other R&D organizations. In most cases of efficient local but not so efficient global efficiency scores indicate that, on an average, the actual scale of production has diverged from the most productive scale size.

Research limitations/implications

The approach highlights the utilization of the DEA methodology for relative R&D performance assessment of global comparators. The discriminatory analysis has brought into sharp focus the dichotomy between local efficiency and global efficiency scores of these units and issues of scale size and regional disparities. The outcome of this approach is dependent upon correct selection of input and output variables and data availability.

Practical implications

The study results have profound implications for the management of public R&D institutions across nations working on similar-focused research streams, but functioning within different societal, economic, and political contexts.

Originality/value

The present work, being perhaps one of the few multinational studies of relative performance assessment of pubic-funded R&D organizations working on similar research streams, signifies the relevance of such an approach in the field of R&D/innovation management. This has opened up new avenues for further research in this area.

Details

Benchmarking: An International Journal, vol. 25 no. 3
Type: Research Article
ISSN: 1463-5771

Keywords

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Article
Publication date: 28 January 2019

Pavitra Dhamija, Shivam Gupta and Surajit Bag

Banking industry forms a part of financial services that has emerged itself as the most important source for India’s economic growth. Job satisfaction of employees is one…

Abstract

Purpose

Banking industry forms a part of financial services that has emerged itself as the most important source for India’s economic growth. Job satisfaction of employees is one of the important pre-requisites to ensure smooth functioning of banks. The purpose of this paper is to explore the association of job satisfaction with the quality of work life factors of bank employees (n=300), followed by the essential influential relationship of these concepts with socio-demographic characteristics, thereby, proving its own distinct contribution to the subsist body of literature.

Design/methodology/approach

This study has considered five private sector banks in India and has used the technique of multi-stage sampling to collect primary data. The respondents from different cadres, namely, executive, associate and manager involved in customer-oriented interactions participated in this survey. The analysis has been conducted by applying descriptive statistics, regression analysis (impact of the quality of work life factors on job satisfaction) and χ2 statistics (association of the quality of work life and job satisfaction with socio-demographic variables). The results have been compared with the Herzberg Theory of Job Satisfaction.

Findings

The results of the study show the presence of variance (R2 61.40 percent) in job satisfaction as explained by the quality of work life constructs. The unconducive work environment has confirmed negative association with job satisfaction. The study foresees to contribute useful information to the top management level in the organizations to enhance employees’ overall job satisfaction.

Research limitations/implications

The opaqueness with which the Indian banking industry has its roots and existence in India, the present study clearly has limits: the small size of the sample and the study considered only private sector banks.

Practical implications

A planned approach at organizational and individual level is highly recommended. The bank management must realize the importance of their devoted staff by giving them quality work environment. The initiatives like regular exercise routines can be adopted to reduce stress. Some respondents expressed the need for intercity branch associations, which can help them to solve common problems, better learning opportunities with an informal atmosphere along with other training sessions organized formally.

Originality/value

The paper gives a theoretical explanation of the quality of work life and job satisfaction factors in the Indian private banks falling under the umbrella of Indian banking industry with respect to the employees of private sector banks.

Details

Benchmarking: An International Journal, vol. 26 no. 3
Type: Research Article
ISSN: 1463-5771

Keywords

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Article
Publication date: 1 October 1990

Every 5 years residents of Brunswick Square and Terrace, Hove, are obliged to restore and repaint their historic buildings. The area has been described as one of the…

Abstract

Every 5 years residents of Brunswick Square and Terrace, Hove, are obliged to restore and repaint their historic buildings. The area has been described as one of the finest examples of Regency and early Victorian architecture in the country. So the choice of coating to use is obviously critical.

Details

Pigment & Resin Technology, vol. 19 no. 10
Type: Research Article
ISSN: 0369-9420

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