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Service quality and operating efficiency synergies for management control in the provision of financial services: Evidence from Greek bank branches

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Cited by:

  1. Aude Hubrecht & Fabienne Guerra, 2005. "Mesure De La Performance Globale Des Agences Bancaires : Une Application De La Méthode Dea," Post-Print halshs-00581212, HAL.
  2. Berger, Allen N. & Leusner, John H. & Mingo, John J., 1997. "The efficiency of bank branches," Journal of Monetary Economics, Elsevier, vol. 40(1), pages 141-162, September.
  3. 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.
  4. Panagiotis Mitropoulos & Ioannis Mitropoulos, 2020. "Performance evaluation of retail banking services: Is there a trade‐off between production and quality?," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 41(7), pages 1237-1250, October.
  5. Brissimis, Sophocles N. & Zervopoulos, Panagiotis D., 2012. "Developing a step-by-step effectiveness assessment model for customer-oriented service organizations," European Journal of Operational Research, Elsevier, vol. 223(1), pages 226-233.
  6. Widiarto, Indra & Emrouznejad, Ali, 2015. "Social and financial efficiency of Islamic microfinance institutions: A Data Envelopment Analysis application," Socio-Economic Planning Sciences, Elsevier, vol. 50(C), pages 1-17.
  7. 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.
  8. Aude Hubrecht & Michel Dietsch & Fabienne Guerra, 2005. "Mesure de la performance des agences bancaires par une approche DEA," Revue Finance Contrôle Stratégie, revues.org, vol. 8(2), pages 131-171, June.
  9. Debdatta Pal & Subrata K. Mitra, 2018. "The efficiency of microfinance institutions with problem loans: A directional distance function approach," Computational and Mathematical Organization Theory, Springer, vol. 24(3), pages 285-307, September.
  10. Allen Berger & Robert DeYoung, 2001. "The Effects of Geographic Expansion on Bank Efficiency," Journal of Financial Services Research, Springer;Western Finance Association, vol. 19(2), pages 163-184, April.
  11. 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.
  12. Subhash C. Ray & Abhiman Das & Kankana Mukherjee, 2018. "Measures of Labor Use Efficiency from a Cost-Based Dual Representation of the Technology: A Study of Indian Bank Branches," Working papers 2018-17, University of Connecticut, Department of Economics.
  13. Christos Floros, 2020. "Banking Development and Economy in Greece: Evidence from Regional Data," JRFM, MDPI, vol. 13(10), pages 1-13, October.
  14. B Gutiérrez-Nieto & C Serrano-Cinca & C Mar Molinero, 2009. "Social efficiency in microfinance institutions," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 60(1), pages 104-119, January.
  15. Imad Bou-Hamad & Abdel Latef Anouze & Ibrahim H. Osman, 2022. "A cognitive analytics management framework to select input and output variables for data envelopment analysis modeling of performance efficiency of banks using random forest and entropy of information," Annals of Operations Research, Springer, vol. 308(1), pages 63-92, January.
  16. Paulo M.M. Rodrigues & Fernando A. F. Ferreira, 2011. "Evaluating retail banking quality service and convenience with MCDA techniques: a case study at the bank branch level," Working Papers w201131, Banco de Portugal, Economics and Research Department.
  17. Siriopoulos, Costas & Tziogkidis, Panagiotis, 2010. "How do Greek banking institutions react after significant events?--A DEA approach," Omega, Elsevier, vol. 38(5), pages 294-308, October.
  18. Zaied, Maher & Maktouf, Samir, 2019. "Social and financial performance of Islamic and conventional microfinance institutions: Comparative Study in Indonesia," MPRA Paper 98340, University Library of Munich, Germany.
  19. 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.
  20. Aude Hubrecht-Deville & Hervé Leleu, 2007. "Performance measures of retail banking networks: a decision support tool," Working Papers CREGO 1071105, Université de Bourgogne - CREGO EA7317 Centre de recherches en gestion des organisations.
  21. Pal, Debdatta, 2010. "Measuring Technical Efficiency of Microfinance Institutions in India," Indian Journal of Agricultural Economics, Indian Society of Agricultural Economics, vol. 65(4), pages 1-19.
  22. Wijesiri, Mahinda & Yaron, Jacob & Meoli, Michele, 2015. "Performance of microfinance institutions in achieving the poverty outreach and financial sustainability: When age and size matter?," MPRA Paper 69821, University Library of Munich, Germany.
  23. Subhash C. Ray & Abhiman Das & Kankana Mukherjee, 2017. "Labor-Cost Efficiency with Indivisible Outputs and Inputs: A Study of Indian Bank Branches," Working papers 2017-04, University of Connecticut, Department of Economics.
  24. 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.
  25. 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.
  26. 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.
  27. Richter, Magnus, 2017. "Time and quality efficiency of Scotch single malt whisky production: An empirical two-model DEA approach," Ilmenauer Schriften zur Betriebswirtschaftslehre, Technische Universität Ilmenau, Institut für Betriebswirtschaftslehre, volume 2, number 22017, September.
  28. Mei Xue & Patrick T. Harker & Gregory R. Heim, 2003. "Incorporating the Dual Customer Roles in e-Service Design," Center for Financial Institutions Working Papers 03-04, Wharton School Center for Financial Institutions, University of Pennsylvania.
  29. 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.
  30. Apostolos Ampountolas, 2022. "Postcrisis REIT performance using financial ratios: A DEA approach," Tourism Economics, , vol. 28(2), pages 371-393, March.
  31. Ayi Gavriel Ayayi & Mahinda Wijesiri, 2018. "Better with age? The relationship between longevity and efficiency dynamics of nonprofit microfinance institutions," Quality & Quantity: International Journal of Methodology, Springer, vol. 52(5), pages 2331-2343, September.
  32. Wijesiri, Mahinda & Yaron, Jacob & Meoli, Michele, 2017. "Assessing the financial and outreach efficiency of microfinance institutions: Do age and size matter?," Journal of Multinational Financial Management, Elsevier, vol. 40(C), pages 63-76.
  33. Gutiérrez-Nieto, Begoña & Serrano-Cinca, Carlos & Mar Molinero, Cecilio, 2007. "Microfinance institutions and efficiency," Omega, Elsevier, vol. 35(2), pages 131-142, April.
  34. Silva Portela, Maria Conceicao A. & Thanassoulis, Emmanuel, 2005. "Profitability of a sample of Portuguese bank branches and its decomposition into technical and allocative components," European Journal of Operational Research, Elsevier, vol. 162(3), pages 850-866, May.
  35. 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.
  36. 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.
  37. 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.
  38. Süleyman KALE & Mehmet Hasan EKEN, 2022. "Bank Efficiency and Economic Growth in the OECD Countries," Journal for Economic Forecasting, Institute for Economic Forecasting, vol. 0(3), pages 46-66, October.
  39. Aude Deville & Gary D. Ferrier & Hervé Leleu, 2009. "Performance measures for hierarchical organizations: Frontier analysis as a decision support tool," Working Papers 2009-ECO-01, IESEG School of Management.
  40. Mohamed Mekki Ben Jemaa & Sahar Obey, 2018. "On the Trade-off Between Size, Sustainability and Social Outcome of the Microfinance Institutions: A Two Stages Bootstrapped DEA Approach," Working Papers 1246, Economic Research Forum, revised 28 Oct 2018.
  41. Zervopoulos, Panagiotis & Palaskas, Theodosios, 2010. "Εφαρμογή Μετρήσεων Απόδοσης – Αποτελεσματικότητας - Αποδοτικότητας Στη Δημόσια Διοίκηση: Διεθνής Και Ελληνική Εμπειρία [Performance – effectiveness – efficiency measurement methods in public sector," MPRA Paper 30936, University Library of Munich, Germany.
  42. Piot-Lepetit, Isabelle & Nzongang, Joseph, 2014. "Financial sustainability and poverty outreach within a network of village banks in Cameroon: A multi-DEA approach," European Journal of Operational Research, Elsevier, vol. 234(1), pages 319-330.
  43. 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.
  44. A. Ghazi & F. Hosseinzadeh Lotfi, 2023. "Marginal rates in DEA using defining hyperplanes of PPS with CRS technology," Operational Research, Springer, vol. 23(1), pages 1-37, March.
  45. 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.
  46. H. Sherman & Joe Zhu, 2006. "Benchmarking with quality-adjusted DEA (Q-DEA) to seek lower-cost high-quality service: Evidence from a U.S.bank application," Annals of Operations Research, Springer, vol. 145(1), pages 301-319, July.
  47. Balammal Aruna & Madhumathi R & Ganesh MP, 2019. "Performance Evaluation Frameworks in the Context of Indian Microfinance Institutions," Foundations of Management, Sciendo, vol. 11(1), pages 209-228, January.
  48. 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.
  49. Fernando A. F. Ferreira & Sérgio P. Santos & Paulo M. M. Rodrigues & Ronald W. Spahr, 2014. "Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 15(1), pages 1-21, February.
  50. Zhao, Linlin & Zhu, Qingyuan & Zhang, Lin, 2021. "Regulation adaptive strategy and bank efficiency: A network slacks-based measure with shared resources," European Journal of Operational Research, Elsevier, vol. 295(1), pages 348-362.
  51. 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.
  52. 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.
  53. 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.
  54. Hao Zhou & Xinyi Li & Xiaoli Li, 2023. "Can the Digital Economy Improve the Level of High-Quality Financial Development? Evidence from China," Sustainability, MDPI, vol. 15(9), pages 1-13, April.
  55. Özlem O. Akdeniz & Hussein A. Abdou & Ali I. Hayek & Jacinta C. Nwachukwu & Ahmed A. Elamer & Chris Pyke, 2024. "Technical efficiency in banks: a review of methods, recent innovations and future research agenda," Review of Managerial Science, Springer, vol. 18(11), pages 3395-3456, November.
  56. 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.
  57. Yi-cheng Liu & Yue-cune Chang, 2013. "The Regional Performances of Agricultural Bank of China Applying GEE Method Multiple Linear Regression," Journal of Applied Finance & Banking, SCIENPRESS Ltd, vol. 3(5), pages 1-3.
  58. Giorgos Argitis & Stella Michopoulou, 2013. "Studies in Financial Systems No 4 Financialization and the Greek Financial System," FESSUD studies fstudy04, Financialisation, Economy, Society & Sustainable Development (FESSUD) Project.
  59. Szymon Wlazłowski, 2003. "Petrol and Crude Oil Prices: Asymmetric Price Transmission," Ekonomia journal, Faculty of Economic Sciences, University of Warsaw, vol. 11.
  60. Paradi, Joseph C. & Zhu, Haiyan, 2013. "A survey on bank branch efficiency and performance research with data envelopment analysis," Omega, Elsevier, vol. 41(1), pages 61-79.
  61. Aude Hubrecht-Deville & Hervé Leleu, 2007. "Performance measures of retail banking networks: a decision support tool," Working Papers CREGO 1071203, Université de Bourgogne - CREGO EA7317 Centre de recherches en gestion des organisations.
  62. A S Camanho & R G Dyson, 2005. "Cost efficiency, production and value-added models in the analysis of bank branch performance," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 56(5), pages 483-494, May.
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