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Authors
Advisor(s)
Abstract(s)
The advent of Internet banking and phone banking is changing the role of bank branches
from a predominantly transaction-based one to a sales-oriented role. This paper reports on an
assessment of the branches of a Portuguese bank in terms of their performance in their new roles in three
different areas: Their effectiveness in fostering the use of new transaction channels such as the internet
and the telephone, their effectiveness in increasing sales and their customer base, and their effectiveness
in generating profits without compromising the quality of service. We have used Data Envelopment
Analysis for the assessment, departing from the basic models to accommodate non-radial and nonoriented
measures of performance.
Description
Keywords
Performance measures Efficiency Banking
Pedagogical Context
Citation
INTERNATIONAL CONFERENCE OF BUSINESS EXCELLENCE' 03. Guimarães, Portugal, 10- 3 June, 2003. "Proceedings of Business Excellence International Conference". ISBN 9728692080. 6 p.