IDEAS home Printed from https://ideas.repec.org/a/eko/ekoeko/11_46.html
   My bibliography  Save this article

The Use of Data Envelopment Analysis in the Research on Service Quality, with Special Regard to the Banking Sector

Author

Listed:
  • Janusz Kudła

Abstract

According to propositions put forward by the scientists and practicians, the quality of services is supposed to influence the financial performance. However, this relationship requires empirical verification consisting not only in confirmation of the existence of such a relationship but also in defining its strength and the factors (dimensions) permitting to achieve both a proper level of the service quality and the financial effectiveness. The objective of the paper is to make a world-wide review of the most interesting investigations that have used non-parametric methods (in the first place the Data Envelopment Analysis) for quantitativemeasurement of the quality of financial services and their impact on the effectiveness. The application of non-parametric methods covers all kinds of research, fromthemost simple input of variables representing the quality of financial services into the operating efficiency analyses up to the input.output models referring to the quality efficiency alone. Apart from publications using data from banking institutions, the paper also covers the investigations that have used non-parametric methods in other sectors of services, but can easily be adapted to the conditions typical of the financial services.

Suggested Citation

  • Janusz Kudła, 2003. "The Use of Data Envelopment Analysis in the Research on Service Quality, with Special Regard to the Banking Sector," Ekonomia journal, Faculty of Economic Sciences, University of Warsaw, vol. 11.
  • Handle: RePEc:eko:ekoeko:11_46
    as

    Download full text from publisher

    File URL: http://ekonomia.wne.uw.edu.pl/ekonomia/getFile/533
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Schaffnit, Claire & Rosen, Dan & Paradi, Joseph C., 1997. "Best practice analysis of bank branches: An application of DEA in a large Canadian bank," European Journal of Operational Research, Elsevier, vol. 98(2), pages 269-289, April.
    2. Charnes, A. & Cooper, W. W. & Rhodes, E., 1978. "Measuring the efficiency of decision making units," European Journal of Operational Research, Elsevier, vol. 2(6), pages 429-444, November.
    3. Aleda V. Roth & William E. Jackson, III, 1995. "Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry," Management Science, INFORMS, vol. 41(11), pages 1720-1733, November.
    4. Thanassoulis, E. & Boussofiane, A. & Dyson, R. G., 1995. "Exploring output quality targets in the provision of perinatal care in England using data envelopment analysis," European Journal of Operational Research, Elsevier, vol. 80(3), pages 588-607, February.
    5. Athanassopoulos, Antreas D., 1997. "Service quality and operating efficiency synergies for management control in the provision of financial services: Evidence from Greek bank branches," European Journal of Operational Research, Elsevier, vol. 98(2), pages 300-313, April.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Szymon Wlazłowski, 2003. "Petrol and Crude Oil Prices: Asymmetric Price Transmission," Ekonomia journal, Faculty of Economic Sciences, University of Warsaw, vol. 11.
    2. E. Grigoroudis & E. Tsitsiridi & C. Zopounidis, 2013. "Linking customer satisfaction, employee appraisal, and business performance: an evaluation methodology in the banking sector," Annals of Operations Research, Springer, vol. 205(1), pages 5-27, May.
    3. A Mukherjee & P Nath & M Pal, 2003. "Resource, service quality and performance triad: a framework for measuring efficiency of banking services," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 54(7), pages 723-735, July.
    4. Catarina Figueira & Joseph Nellis & David Parker, 2009. "Banking performance and technological change in non‐core EU countries," Studies in Economics and Finance, Emerald Group Publishing Limited, vol. 26(3), pages 155-170, July.
    5. G.S. Donatos & D.I. Giokas, 2008. "Relative Efficiency in the branch network of a Greek bank: A quantitative analysis," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 53-72.
    6. Ole Olesen & Niels Petersen, 1999. "Probabilistic Bounds on the Virtual Multipliers in Data Envelopment Analysis: Polyhedral Cone Constraints," Journal of Productivity Analysis, Springer, vol. 12(2), pages 103-133, September.
    7. Paradi, Joseph C. & Rouatt, Stephen & Zhu, Haiyan, 2011. "Two-stage evaluation of bank branch efficiency using data envelopment analysis," Omega, Elsevier, vol. 39(1), pages 99-109, January.
    8. Carlos S�nchez-Gonz�lez & Jos� Luis Sarto & Luis Vicente, 2013. "The efficiency of Spanish mutual funds companies: A slacks-based measure approach," Documentos de Trabajo dt2013-01, Facultad de Ciencias Económicas y Empresariales, Universidad de Zaragoza.
    9. Khalili, M. & Camanho, A.S. & Portela, M.C.A.S. & Alirezaee, M.R., 2010. "The measurement of relative efficiency using data envelopment analysis with assurance regions that link inputs and outputs," European Journal of Operational Research, Elsevier, vol. 203(3), pages 761-770, June.
    10. Giokas, Dimitris I., 2008. "Assessing the efficiency in operations of a large Greek bank branch network adopting different economic behaviors," Economic Modelling, Elsevier, vol. 25(3), pages 559-574, May.
    11. Aude Hubrecht-Deville & Herve Leleu, 2008. "Impact of trade area environment on bank's comparative advantages," Applied Economics, Taylor & Francis Journals, vol. 40(17), pages 2209-2219.
    12. Das, Abhiman & Ray, Subhash C. & Nag, Ashok, 2009. "Labor-use efficiency in Indian banking: A branch-level analysis," Omega, Elsevier, vol. 37(2), pages 411-425, April.
    13. Berger, Allen N. & Humphrey, David B., 1997. "Efficiency of financial institutions: International survey and directions for future research," European Journal of Operational Research, Elsevier, vol. 98(2), pages 175-212, April.
    14. Christos Floros, 2020. "Banking Development and Economy in Greece: Evidence from Regional Data," JRFM, MDPI, vol. 13(10), pages 1-13, October.
    15. Aude Hubrecht-Deville, 2007. "Branch banking networks assessment using DEA:A benchmarking analysis," Working Papers CREGO 1071103, Université de Bourgogne - CREGO EA7317 Centre de recherches en gestion des organisations.
    16. Dekker, David & Post, Thierry, 2001. "A quasi-concave DEA model with an application for bank branch performance evaluation," European Journal of Operational Research, Elsevier, vol. 132(2), pages 296-311, July.
    17. Halkos, George & Tzeremes, Nickolaos, 2010. "Measuring the effect of virtual mergers on banks’ efficiency levels:A non parametric analysis," MPRA Paper 23696, University Library of Munich, Germany.
    18. Portela, Maria Conceicao A. Silva & Thanassoulis, Emmanuel, 2007. "Comparative efficiency analysis of Portuguese bank branches," European Journal of Operational Research, Elsevier, vol. 177(2), pages 1275-1288, March.
    19. Halkos, George Emm. & Tzeremes, Nickolaos G., 2011. "Modelling the effect of national culture on multinational banks' performance: A conditional robust nonparametric frontier analysis," Economic Modelling, Elsevier, vol. 28(1), pages 515-525.
    20. Quaranta, Anna Grazia & Raffoni, Anna & Visani, Franco, 2018. "A multidimensional approach to measuring bank branch efficiency," European Journal of Operational Research, Elsevier, vol. 266(2), pages 746-760.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eko:ekoeko:11_46. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: the person in charge (email available below). General contact details of provider: https://edirc.repec.org/data/fesuwpl.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.