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Resource, service quality and performance triad: a framework for measuring efficiency of banking services

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  • A Mukherjee

    (Bradford University School of Management)

  • P Nath

    (XLRI Jamshedpur)

  • M Pal

    (Indian Institute of Management)

Abstract

In this paper, we present the development of a theoretical framework for measuring the efficiency of banking services taking into account physical and human resources, service quality and performance. Expenditures on quality improvement efforts and the impact of service quality on financial outcomes have long intrigued researchers. Banks have traditionally focused on how to transform their physical resources to generate financial performance, and they inadvertently ignored the mediating intangible factor of service quality. A theoretical framework on the optimization triad of resource, service quality and performance is proposed here, thereby linking the marketing variables to the financial metrics. A measure for the return on quality is developed as the ratio of the potential improvements in financial performance by enhancement of service quality to the observed performance figures. Empirical results obtained from a study of 27 Indian public sector banks and their customers allow us to measure the impact of service quality on financial performance, optimal level of service quality that can be generated using existing resources and the opportunity cost for sub-optimal service delivery. Banks delivering better service are shown to have better transformation of resource to performance using superior service delivery as the medium. Our results confirm the linkage between resource, service quality and performance for services.

Suggested Citation

  • 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.
    • Handle: RePEc:pal:jorsoc:v:54:y:2003:i:7:d:10.1057_palgrave.jors.2601573
    DOI: 10.1057/palgrave.jors.2601573
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    Cited by:

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    5. Dimitris Terzakis & Pandelis Zisis & Alexandros Garefalakis & Stavros Arvanitis, 2012. "Translating the Service Quality Gaps into Strategy Formulation. An Experimental Case Study of a Greek Academic Department," European Research Studies Journal, European Research Studies Journal, vol. 0(1), pages 99-126.
    6. R Ramanathan, 2005. "Estimating energy consumption of transport modes in India using DEA and application to energy and environmental policy," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 56(6), pages 732-737, June.
    7. Juo, Jia-Ching & Fu, Tsu-Tan & Yu, Ming-Miin, 2012. "Non-oriented slack-based decompositions of profit change with an application to Taiwanese banking," Omega, Elsevier, vol. 40(5), pages 550-561.
    8. Zervopoulos, Panagiotis D. & Brisimi, Theodora S. & Emrouznejad, Ali & Cheng, Gang, 2016. "Performance measurement with multiple interrelated variables and threshold target levels: Evidence from retail firms in the US," European Journal of Operational Research, Elsevier, vol. 250(1), pages 262-272.
    9. Alhaji Abubakar Aliyu & Rosmaini Bin HJ Tasmin, 2012. "The Impact of Information and Communication Technology on Banks‟ Performance and Customer Service Delivery in the Banking Industry," International Journal of Finance, Insurance and Risk Management, International Journal of Finance, Insurance and Risk Management, vol. 2(1), pages 1-80.
    10. Kourtzidis, Stavros & Matousek, Roman & Tzeremes, Nickolaos G., 2021. "Modelling a multi-period production process: Evidence from the Japanese regional banks," European Journal of Operational Research, Elsevier, vol. 294(1), pages 327-339.
    11. Degl'Innocenti, Marta & Kourtzidis, Stavros A. & Sevic, Zeljko & Tzeremes, Nickolaos G., 2017. "Bank productivity growth and convergence in the European Union during the financial crisis," Journal of Banking & Finance, Elsevier, vol. 75(C), pages 184-199.
    12. Florian Diener, 2020. "Empirical Evidence of a Changing Operating Cost Structure and Its Impact on Banks’ Operating Profit: The Case of Germany," JRFM, MDPI, vol. 13(10), pages 1-20, October.
    13. Vera, Jorge & Trujillo, Andrea, 2013. "Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 579-586.
    14. Dincer, Hasan & Hacioglu, Umit & Tatoglu, Ekrem & Delen, Dursun, 2019. "Developing a hybrid analytics approach to measure the efficiency of deposit banks," Journal of Business Research, Elsevier, vol. 104(C), pages 131-145.
    15. Degl'Innocenti, Marta & Kourtzidis, Stavros A. & Sevic, Zeljko & Tzeremes, Nickolaos G., 2017. "Investigating bank efficiency in transition economies: A window-based weight assurance region approach," Economic Modelling, Elsevier, vol. 67(C), pages 23-33.
    16. Fukuyama, Hirofumi & Matousek, Roman & Tzeremes, Nickolaos G., 2020. "A Nerlovian cost inefficiency two-stage DEA model for modeling banks’ production process: Evidence from the Turkish banking system," Omega, Elsevier, vol. 95(C).
    17. Khosro Soleimani-Chamkhorami & Saeid Ghobadi, 2021. "Cost-efficiency under inter-temporal dependence," Annals of Operations Research, Springer, vol. 302(1), pages 289-312, July.
    18. Nojavan, Majid & Heidari, Atefeh & Mohammaditabar, Davood, 2021. "A fuzzy service quality based approach for performance evaluation of educational units," Socio-Economic Planning Sciences, Elsevier, vol. 73(C).

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