scholarly journals Data Envelopment Analysis for Malaysia Courier Services Performance and Customer Satisfaction

2020 ◽  
Vol 5 (3) ◽  
pp. 25-33
Author(s):  
Teoh Yeon Kin Teoh ◽  
Suzanawati Abu Hasan ◽  
Siti Nur Atikah Zahari
Keyword(s):  
Data Envelopment Analysis ◽  
Customer Satisfaction ◽  
Business Performance ◽  
Efficiency Score ◽  
Analytical Models ◽  
Data Envelopment ◽  
Service Companies ◽  
Courier Service ◽  
Key Issues ◽  
Using Data

One of the key issues of the current courier services in Malaysia is the efficiency of the courier itself. In today's competition, many factors have recognized that influence the efficiency of courier services. Hence, numbers of analytical models and formu las were introduced to measure the efficiency of courier service. This paper presents a practical approach for identifying the level of customers’ satisfaction towards courier service companies using Data Envelopment Analysis and four courier services whic h were Poslaju, City - Link Express , J&T Expres s, and GD Express in Hulu Terengganu were selected. Data Envelopment Analysis is chosen in this study because it can deal with complex connections between several inputs and outputs on performance evaluation iss ues. The input criteria considered in this study are assurance, empathy, reliability, responsiveness, tangibility, and price. Meanwhile, customer satisfaction is chosen as the output criteria. The results showed that Poslaju is ranked as the most efficient company, followed by City - Link Express in second and J&T Express as the third. The least efficiency score obtained makes GD Express as the last ranked courier service among these four courier services. Furthermore, the results are mainly influenced by the input criteria of assurance, empathy, and tangibility. This study helps the customer to select the most efficient courier service that can save their time, money, and energy. Finally, this study also can guide courier services to decide on which criteria are effective to be improved to enhance their business performance.

Analisa Pengukuran Efisiensi Dengan Metode Data Envelopment Analysis (Dea) Di Heaven Store Surabaya Barat

2017 ◽  
Vol 1 (1) ◽  
pp. 44
Author(s):  
Satya Swesty Widiyana ◽  
Rus Indiyanto
Keyword(s):  
Mathematical Model ◽  
Data Envelopment Analysis ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Data Envelopment ◽  
Input And Output ◽  
Using Data ◽  
Measurement Efficiency ◽  
The Mathematical Model

ABSTRACTThis study was taken from the problems in Heaven Store ranging from turnover does not reach the target, the different display products for each branch, and a just few reference customer visiting from problems in customer satisfaction. because the values of input and output obtained from each branch has a different values so demanding customers Heaven Store to correct weaknesses in the efficiency of customer service and satisfaction, then we tried to respond to the challenges of these improvements to the study "Analysis of Measurement Efficiency Services Methods Data envelopment analysis (DEA) In Heaven Store in West Surabaya "So in this study, researchers will assist the managementHeaven Store for measuring the level of efficiency that Heaven store along 5th branches can improve the quality of service by using data envelopment analysis (DEA), which is a methods that determine the level of efficiency similar organization where efficiency is not determined by the organization concerned. It is hoped this analysis will help the management to withdraw the customer so that the customer can buy the products that are sold in Heaven Store. After calculation of the mathematical model by referring to the calculation of the mathematical model DEA CRS, obtained the efficiency 0.8479688 on the fifth branch Heaven Store, then after an improvement in input and output according to the reference fixes the target model of DEA CRS, then the value of the relative efficiency DMU 5 can be increased from 0.8479688 (inefficient) to 1.000000 (efficient). Keywords: Data Envelopment Analysis, customer satisfaction, efficiency

scholarly journals Supporting Better Decision-Making: A Combined Grey Model and Data Envelopment Analysis for Efficiency Evaluation in E-Commerce Marketplaces

2020 ◽  
Vol 12 (24) ◽  
pp. 10385
Author(s):  
Chia-Nan Wang ◽  
Thanh-Tuan Dang ◽  
Ngoc-Ai-Thy Nguyen ◽  
Thi-Thu-Hong Le
Keyword(s):  
Data Envelopment Analysis ◽  
Business Performance ◽  
Technology Development ◽  
Technological Development ◽  
Hybrid Approach ◽  
Efficiency Score ◽  
Grey Model ◽  
Modern World ◽  
Data Envelopment ◽  
Input Variables

E-commerce has become an integral part of businesses for decades in the modern world, and this has been exceptionally speeded up during the coronavirus era. To help businesses understand their current and future performance, which can help them survive and thrive in the world of e-commerce, this paper proposes a hybrid approach that conducts performance prediction and evaluation of the e-commerce industry by combining the Grey model, i.e., GM (1, 1) and data envelopment analysis, i.e., the Malmquist-I-C model. For each e-commerce company, GM (1, 1) is applied to predict future values for the period 2020–2022 and Malmquist-I-C is applied to calculate the efficiency score based on output variables such as revenue and gross profit and input variables such as assets, liabilities, and equity. The top 10 e-commerce companies in the US market are used to demonstrate model effectiveness. For the entire research period of 2016–2022, the most productive e-commerce marketplace on average was eBay, followed by Best Buy and Lowe’s; meanwhile, Groupon was the worst-performing e-commerce business during the studied period. Moreover, as most e-commerce companies have progressed in technological development, the results show that the determinants for productivity growth are the technical efficiency change indexes. That means, although focusing on technology development is the key to e-commerce success, companies should make better efforts to maximize their resources such as labor, material and equipment supplies, and capital. This paper offers decision-makers significant material for evaluating and improving their business performance.

scholarly journals Performance Assessment Based on the Relative Efficiency of Indian Opencast Coal Mines Using Data Envelopment Analysis and Malmquist Productivity Index

Energies ◽  
2020 ◽  
Vol 13 (18) ◽  
pp. 4902
Author(s):  
Biswaranjita Mahapatra ◽  
Chandan Bhar ◽  
Sandeep Mondal
Keyword(s):  
Data Envelopment Analysis ◽  
Technical Efficiency ◽  
Primary Source ◽  
Efficiency Score ◽  
Malmquist Productivity Index ◽  
Productivity Index ◽  
Scale Efficiency ◽  
Data Envelopment ◽  
Significant Difference ◽  
Using Data

Coal is the primary source of energy in India. Despite being the second-largest coal-producingcountry, there exists a significant difference in demand and production in India. In this study, the relativeefficiency of twenty-eight selected opencast mines from a large public sector undertaking coal companyin India for 2018–2019 was assessed and ranked by using data envelopment analysis (DEA). This studyused input-oriented DEA with efficiency decomposition to pure technical efficiency, technical efficiency,and scale efficiency. The result showed that 25% and 36% of mines were efficient in technical efficiencyand pure technical efficiency, respectively, whereas the eight mines scale efficiency was inefficient witha decreasing return to scale. Further, in this study, theMalmquist Productivity Index (MPI)was employedto measure the efficiency of the selected mines for three consecutive years (2016–2017 to 2018–2019).The result shows that in only three mines the efficiency is continuously improving from 2016–2017 to2018–2019, whereas in more than 20% of mines the efficiency score is decreasing. Comparing theMPIefficiency and productivity assessment throughout the years, changes in innovation and technology areincreasing from 2017–2018 to 2018–2019. Finally, the study concluded with a comprehensive evaluationof each variable with mines performance. The author formulated the strategies, which in turn help coalprofessionals to improve the efficiency of the mine.

scholarly journals On the evalution of Brazilian landline telephone services companies

2002 ◽  
Vol 22 (2) ◽  
pp. 231-246 ◽  
Author(s):  
José Virgílio Guedes de Avellar ◽  
Alexandre Olympio Dower Polezzi ◽  
Armando Zeferino Milioni
Keyword(s):  
Data Envelopment Analysis ◽  
Relative Efficiency ◽  
Data Envelopment ◽  
Efficiency Improvement ◽  
Telephone Service ◽  
National Agency ◽  
Service Companies ◽  
Input And Output ◽  
Using Data ◽  
Landline Telephone

In this work we investigate the relative efficiency of 34 Brazilian Landline Telephone Service companies using Data Envelopment Analysis with weight constraints in the input and output variables. We formulate two different models that take into account the performance of the companies with respect to the criteria defined by Brazilian National Agency of Telecommunications (ANATEL). We also illustrate the potential of efficiency improvement through the simulation of corporate Merger.

scholarly journals Performance of Malaysian Insurance Companies Using Data Envelopment Analysis

2018 ◽  
Vol 11 (3) ◽  
pp. 1147 ◽  
Author(s):  
Ng Jia Bao ◽  
Rohaizan Ramlan ◽  
Fazeeda Mohamad ◽  
Azlina Md Yassin
Keyword(s):  
Data Envelopment Analysis ◽  
Insurance Industry ◽  
Secondary Data ◽  
Efficiency Score ◽  
Equity Capital ◽  
Insurance Companies ◽  
Data Envelopment ◽  
Insurance Company ◽  
Policy Makers ◽  
Using Data

The purpose of this study is to evaluate the performance of the local insurance in Malaysia for the period 2014-2015. The major challenge in the insurance industry is increasing competition in this market. Besides that, problematic in performance measurement to evaluate performance is another challenge in insurance industry. 24 local insurance companies involved in this study using quantitative method of Data Envelopment Analysis (DEA) output-orientation CCR model. This study utilizes three inputs and three outputs; operating expenses, equity capital and commission as well as net premium, net investment income, and net incurred claim. The secondary data sources were derived from official data of local insurance companies’ annual report respectively. The DEA-Solver-LV version 8 tools were used to analyze the data that have been collected to evaluate the performance of local insurance company. This DEA model allows integration of the performance for the insurance companies and provides management overall performance evaluation. The results showed that there are 8 efficient companies in 2014 and 9 efficient companies in 2015. The average efficiency score in 2014 was increased from 78.9% to 79.1% in 2015. The findings from this study will benefit the insurance associations in Malaysia, management of insurances companies and policy makers.

scholarly journals Selection and Analysis of Input-Output Variables using Data Envelopment Analysis of Decision Making Units - Indian Private Sector Banks

2021 ◽  
Vol 10 (5) ◽  
pp. 119-127
Author(s):  
B. Vittal ◽  
Raju Nellutla ◽  
M. Krishna Reddy
Keyword(s):  
Decision Making ◽  
Data Envelopment Analysis ◽  
Banking System ◽  
Efficiency Score ◽  
Data Envelopment ◽  
Input Output ◽  
Key Factor ◽  
And Performance ◽  
Using Data ◽  
Decision Making Units

In banking system the evaluation of productivity and performance is the key factor among the fundamental concepts in management. For identify the potential performance of a bank efficiency is the parameter to evaluate effective banking system. To measure the efficiency of a bank selection of appropriate input-output variables is one of the most vital issues. The suitable identification of input-output variables helps to create and identify model in order to evaluate the efficiency and analysis. The Data Envelopment Analysis (DEA) is a mathematical approach used to measure the efficiency of identified Decision Making Units (DMUs). The DEA is a methodology for evaluating the relative efficiency of peer decision making units of identified input/output variables for the financial year 2018-19. In this study the basic DEA CCR, BCC models used for measure the efficiency of DMUs. In addition to these models for minimize the input excess and output shortfall Slack Based Measure (SBM) efficiency used. The SBM is a scalar measure which directly deals with slacks of input, output variables which help in obtain improved efficiency score compare with previous model. The result from the analysis is

scholarly journals A COMPARATIVE STUDY OF BANKING EFFICIENCY IN ASEAN-5: THE DATA ENVELOPMENT ANALYSIS (DEA) APPROACH

2018 ◽  
Vol 33 (2) ◽  
pp. 168
Author(s):  
Setyo Tri Wahyudi ◽  
Azizah Azizah
Keyword(s):  
Data Envelopment Analysis ◽  
High Efficiency ◽  
Efficiency Score ◽  
The Philippines ◽  
Data Envelopment ◽  
Banking Efficiency ◽  
Output Efficiency ◽  
Input Variables ◽  
Using Data ◽  
Second Period

As an intermediary institution, a bank is required to operate efficiently due to the increased competition among banks, both domestic and international. However, not all banks are able to optimize their owned resources to reach a certain efficiency level. Thus, efficiency plays an important role in this era of more globalized banking competiti on. The objective of this study is to calculate the banking efficiency score for the ASEAN-5 countries, consisting of Indonesia, Malaysia, the Philippines, Singapore, and Thailand. Using Data Envelopment Analysis (DEA), the input variables comprised of employees’ benefits, fixed assets, and deposits; while the output variables were total income and loans. The results show the relatively high efficiency levels of every bank in each country. The achievement of an input-output efficiency variable in the first period (2006-2009) tended to increase, but the second period (2010-2013) showed a declining trend. The performance of the banks in Singapore during the first period was very good, while in the second period, the banks in the Philippines showed a respectable performance.

Evaluating Business Performance Using Data Envelopment Analysis and Grey Relational Analysis

2021 ◽  
pp. 115-148
Author(s):  
Tihana Škrinjarić ◽  
Boško Šego
Keyword(s):  
Data Envelopment Analysis ◽  
Grey Relational Analysis ◽  
Business Performance ◽  
Business Failure ◽  
Special Focus ◽  
Data Envelopment ◽  
Relational Analysis ◽  
Using Data ◽  
Grey Relational ◽  
A Company

Financial ratios are used in a variety of ways today. Empirical research is getting bigger, with a special focus on predicting business failure, the strength of a company, investment decision making, etc. This chapter focuses on two methodologies suitable to deal with many data to evaluate business performance. They are data envelopment analysis and grey relational analysis. The empirical part of the chapter conducts an empirical analysis with the aforementioned two approaches. Firms are ranked based on their performances and detailed interpretations are obtained so that managers within businesses can get useful information on how to utilize such an approach to modelling. This study implicates that using the two mentioned approaches can be useful when making investment decisions based on many data available for the decision maker. This is due to the methodology being suitable to handle big data and correctly quantifying the overall financial performance of a company.

Measuring Customer Satisfaction and Hotel Efficiency Analysis: An Approach Based on Data Envelopment Analysis

2020 ◽  
pp. 193896552094491
Author(s):  
Changhee Kim ◽  
Kyunghwa Chung
Keyword(s):  
Data Envelopment Analysis ◽  
Customer Satisfaction ◽  
Efficiency Score ◽  
Service Process ◽  
Future Research ◽  
Data Envelopment Analysis Model ◽  
Data Envelopment ◽  
Analysis Model ◽  
Network Dea ◽  
Overall Efficiency

We propose a network DEA (Data Envelopment Analysis) model that consists of internal and external service processes and employs customer satisfaction as an intermediate factor. Using the proposed model, we calculate four efficiency scores: service productivity score drawn from internal service process, service efficiency score drawn from external service process, overall efficiency score drawn from both internal and external service processes, and management efficiency score calculated without the intermediate output. By analyzing the four efficiency scores, we find that overall efficiency score is well suited to represent a hotel’s comprehensive productivity. Our results support the validity of a network DEA model which includes customer satisfaction for analyzing hotel efficiency. Despite its important role that plays in hotel efficiency, customer satisfaction has been barely considered in the previous hotel efficiency studies. By analyzing hotel efficiency including customer satisfaction, this study sheds new light on the hotel efficiency research area and provides a valuable basis for future research.

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