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The Use of Data Envelopment Analysis in the Research on Service Quality, with Special Regard to the Banking Sector

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  • Janusz Kudła

Abstract

According to propositions put forward by the scientists and practicians, the quality of services is supposed to influence the financial performance. However, this relationship requires empirical verification consisting not only in confirmation of the existence of such a relationship but also in defining its strength and the factors (dimensions) permitting to achieve both a proper level of the service quality and the financial effectiveness. The objective of the paper is to make a world-wide review of the most interesting investigations that have used non-parametric methods (in the first place the Data Envelopment Analysis) for quantitativemeasurement of the quality of financial services and their impact on the effectiveness. The application of non-parametric methods covers all kinds of research, fromthemost simple input of variables representing the quality of financial services into the operating efficiency analyses up to the input.output models referring to the quality efficiency alone. Apart from publications using data from banking institutions, the paper also covers the investigations that have used non-parametric methods in other sectors of services, but can easily be adapted to the conditions typical of the financial services.

Suggested Citation

  • Janusz Kudła, 2003. "The Use of Data Envelopment Analysis in the Research on Service Quality, with Special Regard to the Banking Sector," Ekonomia journal, Faculty of Economic Sciences, University of Warsaw, vol. 11.
  • Handle: RePEc:eko:ekoeko:11_46
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    File URL: http://ekonomia.wne.uw.edu.pl/ekonomia/getFile/533
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    1. Schaffnit, Claire & Rosen, Dan & Paradi, Joseph C., 1997. "Best practice analysis of bank branches: An application of DEA in a large Canadian bank," European Journal of Operational Research, Elsevier, vol. 98(2), pages 269-289, April.
    2. Charnes, A. & Cooper, W. W. & Rhodes, E., 1978. "Measuring the efficiency of decision making units," European Journal of Operational Research, Elsevier, vol. 2(6), pages 429-444, November.
    3. Thanassoulis, E. & Boussofiane, A. & Dyson, R. G., 1995. "Exploring output quality targets in the provision of perinatal care in England using data envelopment analysis," European Journal of Operational Research, Elsevier, vol. 80(3), pages 588-607, February.
    4. Athanassopoulos, Antreas D., 1997. "Service quality and operating efficiency synergies for management control in the provision of financial services: Evidence from Greek bank branches," European Journal of Operational Research, Elsevier, vol. 98(2), pages 300-313, April.
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