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논문 기본 정보

자료유형
학술저널
저자정보
Kaveh Khalili-Damghani (Islamic Azad University) Mohammad Taghavi-Fard (AllamehTabataba’i University) Kiaras Karbaschi (Iran Banking Education Institute)
저널정보
대한산업공학회 Industrial Engineering & Management Systems Industrial Engineering & Management Systems 제14권 제4호
발행연도
2015.12
수록면
347 - 371 (25page)

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초록· 키워드

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A hybrid procedure based on multi-Criteria Satisfaction Analysis (MUSA) and a Network Data Envelopment Analysis (NDEA) is proposed to evaluate the relative efficiency of customer services in bank branches. First, a three-stage process including sub-processes such as customer expectations, customer satisfaction, and customer loyalty, is defined to model the banking customer services. Then, fulfillment of customer expectations, customer loyalty level, and the customer satisfaction degree are measured and quantified through a multi-dimensional questionnaire based on customers’ perceptions analysis and MUSA method, respectively. The customer services scores and the other criteria such as mean of employee evaluation score, operation costs, assets, deposits, loans, number of accounts are considered in network three-stage DEA model. The proposed NDEA model is formed based on multipliers perspective, outputoriented, and constant return to scale assumptions. The proposed NDEA model quantifies and assesses the total efficiency of main process and assigns the efficiency to customer expectations, customer satisfactions, and customer loyalties sub-processes in bank branches. The whole procedure is applied on 30 bank branches in IRAN. The proposed approach can be used in other organizations such as airports, airline agencies, urban transportation systems, railway organizations, chain stores, chain restaurants, public libraries, and entertainment centers.

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ABSTRACT
1. INTRODUCTION
2. LITERATURE REVIEW
3. METHODOLOGY
4. CASE STUDY AND DISCUSSION OF THE RESULTS
5. SUMMARY, CONCLUSIONS, AND SUGGESTIONS FOR FURTHER RESEARCH
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