An internal customer service quality data envelopment analysis model for bank branches

1997 ◽  
Vol 17 (8) ◽  
pp. 780-789 ◽  
Author(s):  
Andreas C. Soteriou ◽  
Yiannos Stavrinides
2019 ◽  
Vol 53 (5) ◽  
pp. 1633-1648 ◽  
Author(s):  
Hashem Omrani ◽  
Setareh Mohammadi ◽  
Ali Emrouznejad

Data Envelopment Analysis (DEA) is a powerful method for analyzing the performance of decision making units (DMUs). Traditionally, DEA is applied for estimating the performance of a set of DMUs through measuring a single perspective of efficiency. However, in recent years, due to increasing competition in various industries, modern enterprises focus on enhancing their performance by measuring efficiencies in different aspects, separately or simultaneously. This paper proposes a bi-level multi-objective DEA (BLMO DEA) model which is able to assess the performance of DMUs in two different hierarchical dimensions, simultaneously. In the proposed model, we define two level efficiency scores for each DMU. The aim is to maximize these two efficiencies, simultaneously, for each DMU. Since the objective functions at both levels are fractional, a fuzzy fractional goal programming (FGP) methodology is used to solve the proposed BLMO DEA model. The capability of the proposed model is illustrated by a numerical example. Finally, to practically validate the proposed model, a real case study from 45 bank’s branches is applied. The results show that the proposed model can provide a more comprehensive measure for efficiency of each bank’s branch based on simultaneous measuring of two different efficiencies, profit and operational efficiencies, and by considering the level of their importance.


2021 ◽  
Vol 12 (2) ◽  
pp. 422-438
Author(s):  
Tugba Polat ◽  
Safak Kiris

In today's competitive environment, enterprises should use their resources correctly; they should continuously improve themselves and work efficiently. It is important to evaluate the performances of the units under the same conditions in enterprises according to each other, to see the current situations and to determine appropriate improvements in necessary points. One of the commonly used approaches to performance evaluation is Data Envelopment Analysis. Many approaches have been developed for the Data Envelopment Analysis model, and Goal programming using in multi-objective decision making solutions approaches is one of them. Goal Programming gives decision-makers the opportunity to evaluate many objectives together in the decision-making process. In this study, classical Data Envelopment Analysis and weighted goal programming approach for multi-criteria data envelopment analysis model was applied in the evaluation process of the projects worked in an automotive supplier industry. A knowledge system has also been proposed in order to evaluate the effectiveness of the projects periodically and to include new projects or conditions into the evaluation.


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