Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.14/3920
Título: Comparative efficiency analysis of Portuguese bank branches
Autor: Portela, Maria
Thanassoulis, Emmanuel
Palavras-chave: Banking
Efficiency
Service quality
Profitability
Data: 2006
Editora: Elsevier
Citação: "European Journal of Operational Research" ISSN 0377-2217. Vol. 177 (2006) 1275-1288
Resumo: 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 efficiency in fostering the use of new transaction channels, their efficiency in increasing sales and their customer base, and their efficiency in generating profits. Service quality is also a major issue in service organisations like bank branches, and therefore we analyse the way this dimension of performance has been accounted for in the literature and take it into account in our empirical application. We have used data envelopment analysis (DEA) for the different performance assessments, but we depart from traditional DEA models in some cases. Performance comparisons on each dimension allowed us to identify benchmark bank branches and also problematic bank branches. In addition, we found positive links between operational and profit efficiency and also between transactional and operational efficiency. Service quality is positively related with operational and profit efficiency.
Peer review: yes
URI: http://hdl.handle.net/10400.14/3920
Versão do Editor: The original publication is available at http://www.sciencedirect.com/science?_ob=ArticleURL&_udi=B6VCT-4J9N0SY-5&_user=2460358&_coverDate=03%2F01%2F2007&_rdoc=1&_fmt=high&_orig=search&_origin=search&_sort=d&_docanchor=&view=c&_searchStrId=1500408125&_rerunOrigin=google&_acct=C000057417&_version=1&_urlVersion=0&_userid=2460358&md5=cce86c97df51bf4bac39fe9bf8204fa1&searchtype=a
Aparece nas colecções:FEG - Artigos em revistas internacionais com Arbitragem / Papers in international journals with Peer-review

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