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Comparative efficiency analysis of Portuguese bank branches
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Autores
Orientador(es)
Resumo(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 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.
Descrição
Palavras-chave
Banking Efficiency Service quality Profitability
Contexto Educativo
Citação
"European Journal of Operational Research" ISSN 0377-2217. Vol. 177 (2006) 1275-1288
Editora
Elsevier