산업경영시스템학회지 (Journal of Korean Society of Industrial and Systems Engineering)

  • 제40권3호
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  • Pages.7-17
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  • 2017
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  • 2005-0461(pISSN)
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  • 2287-7975(eISSN)
한국산업경영시스템학회 (Society of Korea Industrial and System Engineering)
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Entropy와 PCA-DEA 모형을 이용한 은행 대출상담사의 서비스 품질 효율성 분석

An Analysis of Quality Efficiency of Loan Consultants in a Bank using Shannon's Entropy and PCA-DEA Model

  • 최장기 (한남대학교 산업경영공학과) ;
  • 김경택 (한남대학교 산업경영공학과) ;
  • 서재준 (국립한밭대학교 산업경영공학과)
  • Choi, Jang Ki (Department of Industrial and Management Engineering, Hannam University) ;
  • Kim, Kyeongtaek (Department of Industrial and Management Engineering, Hannam University) ;
  • Suh, Jae Joon (Department of Industrial and Management Engineering, Hanbat National University)
  • 투고 : 2017.07.19
  • 심사 : 2017.09.05
  • 발행 : 2017.09.30
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초록

Loan consultants assist clients with loan application processing and loan decisions. Their duties may include contacting people to ask if they want a loan, meeting with loan applicants and explaining different loan options. We studied the efficiency of service quality of loan consultants contracted to a bank in Korea. They do not work as a team, but do work independently. Since he/she is not an employee of the bank, the consultant is paid solely in proportion to how much he/she sell loans. In this study, a consultant is considered as a decision making unit (DMU) in the DEA (Data Envelopment Analysis) model. We use a principal component analysis-data envelopment analysis (PCA-DEA) model integrated with Shannon's Entropy to evaluate quality efficiency of the consultants. We adopt a three-stage process to calculate the efficiency of service quality of the consultants. In the first stage, we use PCA to obtain 6 synthetic indicators, including 4 input indicators and 2 output indicators, from survey results in which questionnaire items are constructed on the basis of SERVQUAL model. In the second stage, 3 DEA models allowing negative values are used to calculate the relative efficiency of each DMU. In the third stage, the weight of each result is calculated on the basis of Shannon's Entropy theory, and then we generate a comprehensive efficiency score using it. An example illustrates the proposed process of evaluating the relative quality efficiency of the loan consultants and how to use the efficiency to improve the service quality of the consultants.

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