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Financial service sector performance measurement model: AHP sensitivity analysis and balanced scorecard approach

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  • Cheng-Ru Wu
  • Chin-Tsai Lin
  • Pei-Hsuan Tsai

Abstract

This study applies the balanced scorecard in building a framework of wealth management (WM) banks' performance criterion and, using the Delphi method, a sub-criteria framework. The organisational performance of WM banks in Taiwan is evaluated by applying an analytic hierarchy process and sensitivity analysis. The proposed model can assist the banking sector in assessing the organisational performance of WM banks, making it highly applicable for bank managers.

Suggested Citation

  • Cheng-Ru Wu & Chin-Tsai Lin & Pei-Hsuan Tsai, 2009. "Financial service sector performance measurement model: AHP sensitivity analysis and balanced scorecard approach," The Service Industries Journal, Taylor & Francis Journals, vol. 31(5), pages 695-711, January.
    • Handle: RePEc:taf:servic:v:31:y:2009:i:5:p:695-711
    DOI: 10.1080/02642060902852908
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    References listed on IDEAS

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    3. Saaty, Thomas L., 1990. "How to make a decision: The analytic hierarchy process," European Journal of Operational Research, Elsevier, vol. 48(1), pages 9-26, September.
    4. Bertolini, Massimo & Bevilacqua, Maurizio, 2006. "A combined goal programming—AHP approach to maintenance selection problem," Reliability Engineering and System Safety, Elsevier, vol. 91(7), pages 839-848.
    5. C. Storey & D. Kelly, 2001. "Measuring the Performance of New Service Development Activities," The Service Industries Journal, Taylor & Francis Journals, vol. 21(2), pages 71-90, April.
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