IT-based banking services: Evaluating operating and profit efficiency at bank branches

Journal of High Technology Management Research

Volumn 20, Issue 2, 2009, Pages 145-152

  Meepadung, Napapan ^a   Tang, John C S ^a   Khang, Do Ba ^a  

^a ASIAN INSTITUTE OF TECHNOLOGY   (Thailand)

Author keywords

Branch efficiency; Data envelopment analysis (DEA); IT based transactions; Service quality

Indexed keywords

BANKING SERVICES; BRANCH EFFICIENCY; COMMERCIAL BANK; IT-BASED TRANSACTIONS; PROFIT MAXIMIZATION; RETAIL BANKING; SERVICE QUALITY; SIGNIFICANT IMPACTS; SUPPORT SERVICES;

DATA HANDLING; LINEAR PROGRAMMING; PROFITABILITY;

DATA ENVELOPMENT ANALYSIS;

EID: 71849117232     PISSN: 10478310     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.hitech.2009.09.003     Document Type: Article

References (29)

1. Avkiran N.K. An application reference for data envelopment analysis in branch banking: Helping the novice researcher. International Journal of Bank Marketing 17 5 (1999) 206-220
2. Berger A.N., and Mester L.J. Inside the black box: What explains differences in the efficiencies of financial institutions?. Journal of Banking and Finance 21 (1997) 895-947
3. Brynjolfsson E., and Hitt L.M. Paradox lost? Firm-level evidence on the returns to information systems spending. Management Science 42 4 (1996) 541-558
4. Charnes A., Cooper W.W., Lewin A.Y., and Seiford L.M. Data envelopment analysis: Theory, methodology and applications (1994), Kluwer, Boston, MA
5. Charnes A., Cooper W.W., and Rhodes E. Measuring the efficiency of decision making units. European Journal of Operations Research 2 (1978) 429-444
6. Charnes A., Cooper W.W., and Rhodes E. The distribution of DMU efficiency measures. Journal of Enterprise Management 2 2 (1980) 160-162
7. Chen Y., Morita H., and Zhu J. Context-dependent DEA with an application to Tokyo public libraries. International Journal of Information Technology & Decision Making 4 3 (2005) 385-394
8. Cook W.D., and Hababou M. Sales performance measurement in bank branches. The International Journal of Management Science 29 (2001) 299-307
9. Cook W.D., and Tuenter H.J.H. Multicomponent efficiency measurement and shared inputs in data envelopment analysis: An application to sales and service performance in bank branches. Journal of Productivity Analysis 14 (2000) 209-224
10. Cronin J.J., and Taylor S.A. Measuring service quality: A reexamination and extension. Journal of Marketing 6 (1992) 55-68
11. Giokas D.I. Assessing the efficiency in operations of a large Greek bank branch network adopting different economic behaviors. Economic Modelling 25 (2008) 559-574
12. Harris J., Ozgen H., and Ozcan Y. Do mergers enhance the performance of hospital efficiency?. Journal of the Operation Research Society 51 7 (2000) 801-811
13. Ho C.T., and Zhu D.S. Performance measurement of Taiwan's commercial banks. International Journal of Productivity and Performance Measurement 53 5 (2004) 425-434
14. Lewin A.Y., and Morey R.C. Measuring the relative efficiency and output potential of public sector organizations: An application of data envelopment analysis. International Journal of Policy Analysis and Information Systems 5 4 (1981) 267-285
15. Manandhar R., and Tang J.C.S. The evaluation of bank branch performance using data envelopment analysis: A framework. Journal of High Technology Management Research 13 (2002) 1-17
16. Paradi J.C., and Schaffnit C. Commercial branch performance evaluation and results communication in a Canadian bank-A DEA application. European Journal of Operational Research 156 3 (2004) 719-735
17. Parasuraman A., Berry L., and Zeithmal V. SERVQUAL: A multi-item scale for measuring consumer perceptions of SQ. Journal of Retailing 64 2 (1988) 12-40
18. Portela M., and Thanassoulis E. Comparative efficiency analysis of Portuguese bank branches. European Journal of Operational Research 177 (2007) 1275-1288
19. Quinn J.B., and Baily M.N. Information technology: Increasing productivity in services. Academy of Management Executive 8 3 (1994) 28-47
20. Quinn J.B., and Baily M.N. Information technology-The key to service performance. Brookings Review (1994, Summer) 37-41
21. Saha A., and Ravisankar T.S. Rating of Indian commercial banks: A DEA approach. European Journal of Operational Research 124 (2000) 187-203
22. Sarrico C.S., and Dyson R.G. Using DEA for planning in UK universities: An institutional perspective. The Journal of the Operational Research Society 51 7 (2000) 789-800
23. Sathye M. Efficiency of banks in a developing economy: The case of India. European Journal of Operational Research 148 (2003) 662-671
24. Seaman D. Branch automation and productivity. Journal of Retail Banking XIV 2 (1992, Summer) 39-42
25. Seiford L.M., and Zhu J. Profitability and marketability of the top 55 U.S. commercial banks. Management Science 45 9 (1999) 1270-1288
26. Sherman H.D., and Gold F. Bank branch operating efficiency: Evaluation with data envelopment analysis. Journal of Banking and Finance 9 2 (1985) 297-315
27. Soteriou A., and Zenios S. Operations, quality, and profitability in the provision of banking services. Management Science 45 9 (1999) 1221-1238
28. Swierczek F.W., and Shrestha P.K. Information technology and productivity: A comparison of Japanese and Asia-Pacific banks. Journal of High Technology Management Research 14 2 (2003) 269-288
29. Thanassoulis E. Assessing police force in England and Wales using data envelopment analysis. European Journal of Operational Research 87 3 (1995) 641-658