Browse > Article

A Study on the Measurement of Service Efficiency using DEA - Focused on the SQI of Five Domestic Banks in Korea -  

Kim, Jin-Wang (Graduate School of Business Administration, Soongsil University)
Yoo, Han-Joo (Division of Business Administration, Soongsil University)
Song, Gwang-Suk (Division of Business Administration, Soongsil University)
Publication Information
Journal of Korean Society for Quality Management / v.37, no.1, 2009 , pp. 80-90 More about this Journal
Abstract
Nowadays, there are many companies which employ the SQI measurement to assess service quality. The purpose of this study is to measure the service efficiency for Bank Industry. In this paper, we tried to measure the efficiency of service quality and overall customer satisfaction by using Data Envelopment Analysis(DEA). Rather than using the usual method of converting the Service Quality Index(SQI) into mean value, we applied CCR/BCC models in DEA to service quality efficiency. Also, DEA/PS Model is recommended as appropriate model for evaluating service efficiency by complementing the shortfalls of the weighted value of DEA Model. In this study, six dimensions of service quality were considered as input variables and output variables(overall customer satisfaction, reusing intention, and word of mouth). The result of this study statistically verifies that 5 DMUs are relatively efficient, and intensive activities for service efficiency are needed for 20 sample branches. Managerial implications based on the analysis were suggested.
Keywords
DEA(Data Envelopment Analysis); Service Quality Index; Service Efficiency; CCR/BCC Model; DEA/PS Model;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 서우종, 윤석진.(2001), 'DEA모형을 이용한 은행지점의 효율성 평가 절차 및 사례 분석', '한국생산과학회', VoL 26, No, 3, pp,39-52
2 유한주, 송광석(2007), '국내 유통산업의 서비스 효율성 비교분석에 관한 연구 -할인점과 백화점을 중심으로', '한국서비스경영학회', Vol. 8, No. 1, pp.239-264
3 Aly, H. Y., Grabowski, R., Pasurka, C., and Rangan, N(1990), Technical, scale, and allocative efficiencies in US banking: an empirical investigation, The Review of Economuce and Statistics, Vol. 72, No.2, pp.211-218   DOI   ScienceOn
4 Chames, A , Cooper, W. W., Rhodes, E.(1978), 'Measuring the efficiency of decision making units', European Journal of OperatÍonal Research, Vol. 2, pp. 429-444   DOI   ScienceOn
5 Drake, L., Hall, M. J. B(2002), Efficiency in Japanese banking: An empirical analysis, Journal of Banking & Finance, Vol. 27, No.5, pp.891-917   DOI   ScienceOn
6 Elyasiani, E., Mehdian, S. M(1990), A nonparametric approach to measurement of efficiency and technological change: The case of large U.S. commercial, Journal of Financial Services Research, Vol.4, No.2, pp.157-168   DOI
7 Fitzsimmons, J. A. and Fitzsimmons, M. J.(2004), Service Management, 5th Edition, McGraw-Hill
8 Mittal, V., Kamakura, W. A., (2001), 'Satisfaction, Repurchase lntent, and Repurchase Behavior: lnvestigating the Moderating Effect of Customer Characteristics', Journal of Marketing Research, Vol.38, pp.131-142   DOI   ScienceOn
9 Schaffnit, C., Rosen, D., Paradi, J. C(1997), Best practice analysis of bank branches: An application of DEA in large Canadian bank, European Journal of Operational Research, Vol.98, No.2, pp.269-289   DOI   ScienceOn
10 Thompson, G. R., Singleton, Jr, D. F., Thrall, M. R, and Smith, A. B.,(1986) 'Comparative Site Evaluations for Locating a high-energy physics lab in texas', lnterfaces, Vol.16, No.6, pp.35-49   DOI
11 유한주, 이정동 (1997), '효율성 기준에 의한 건설업의 TQM 활동평가', '한국생산관리학회지', Vol.8, No.3. pp. 20-24
12 Farrell, M,J.,(1957), 'The Measurement of Productive Efficiency', Journal of Royal of Satistical Society Vol.120, No.3, pp.253-290   DOI
13 안태식 (1991), '은행영업점의 성과평가방법으로서의 DEA: 테스트와 비교' 경영학연구, 제 21권, 1호, pp. 20-48
14 Yue, P(1991), Data envelopment analysis and commercial bank performance: a primer with applications to Missouri banks, Federal Reserve Bank of St. Louis. Vol. 74, pp.31-45
15 한국능률협회, '2008년도 한국산업의 고객만족도(KCSI) 조사 결과 발표' 한국능률협회, pp.1-54
16 한국표준협회 (2008), 'KS-SQI Report', KSA한국표준협회
17 Banker, D. R., Chames, A. and Cooper, W. W.(1984), 'Some models for estimating technical and scale inefficiencies in data envelopment analysis', Management Science, Vol. 30, No. 9, pp.1078-1092   DOI   ScienceOn
18 Hanjoo, Y., Jong-Woo, P., Gwangsuk, S., Baekyun, K(2008), An Application of Total Quality Management Efficiency Model in the Korean Distribution Industry, The 7th Sino-Korea Bllateral Symposoim on Quality, pp.78-87
19 Luo, X., and Danthu, N.,(2001), 'Benchmarking Advertising Efficiency' , Journal of Advertsing Research, November-December, pp.7-18
20 Zhu, J.(1996), 'Data Envelopment analysis with preference structure', Journal of Operation Research Society No.47, pp.136-150   DOI
21 Sherman, H. D. and Gold. F.(1985), 'Bank branch operating efficiency: Evaluation with data envelopment analysis', Journal of Banking and finance, Vol. 9, No. 2, pp.297-315   DOI   ScienceOn
22 Zhu, J.(1998), 'Data Envelopment analysis vs. principal component analysis: An illustrative study of economic performance of chinese cities', European Journal of Operation Research, Vol. 111, No.1 pp.50-61   DOI   ScienceOn
23 이승우(1998), 'DEA를 이용한 시중은행 영엽점 성과 평가에 관한 실증연구' 성균관대학교 대학원, 석사학위논문
24 조선배, 김광용(2008), 'KS-SQI, NCSI, KCSI의 비교 연구' 호텔경영학연구, 제17권, 3호, pp.213-227   PUBMED
25 Grabowski, R., Rangan, N., Rezvanian, R(1994), The effect of deregulation on the efficiency of US banking firms, Journal of Economics and Business, Vol. 46, No.1, pp.39-54   DOI   ScienceOn
26 공정택 (2000), '은행금융기관의 기술적 효율성의 측정과 평가', '한국산엽경영학회', Vol. 15, No. 2, pp. 127-147
27 최문경(1988), '서비스산업의 효율성 측정에 관한 연구 -DEA모형을 이용한 시중 은행의 경영효율분석을 중심으로', 동국대학교 대학원 박사학위논문
28 황진수(1995), '은행영업점의 경영효율성 평가에 관한 연구', '한국재무관리학회', Vol. 2, pp.71-100
29 Boussofiane, A., Dyson, R. G., Thanassoulis, E. (1991), Applied data envelopment analysis, European Journal of OperatÍonal Research, Vol. 52, No. 1, pp.1-15   DOI   ScienceOn
30 김연성(1997), '서비스 경영성과 평가에 관한 연구 : DEA를 이용한 은행의 영업점 평가', 서울대학교 대학원, 박사학위논문
31 Zhu, J.(2003), Quantitative Models for Perfonnance Evaluation and Benchmarking, Kluwer Academic Publishers
32 Rangan, N., Grabowski, R , Aly, H. Y., Pasurka, C(1988), The technical efficiency of US banks, Economics Letters, Vol. 28, pp.169-175   DOI   ScienceOn
33 Asmild, M., Paradi, C. J., Resse, N. D., Tam, F. (2007), 'Measuring overall efficiency and effectiveness using DEA', European Journal of OperatÍonal Research, Vol.178, No.1, pp.305-321   DOI   ScienceOn
34 Lewin, Y.A., Knox Lovel!, C. A. K.(1995), 'Productivity analysis: Parametric and non-parametric applications', European Journal of Operational Research, Vol. 80, p. 451   DOI   ScienceOn
35 Wu, D., Yang, Z., Liang, L.(2006), 'Using DEA neural network approach to evaluate branch efficiency of a large Canadian bank', Expert System with Applications, Vol. 31, pp.108-115   DOI   ScienceOn
36 송광석, 유한주(2008), SQI를 이용한 서비스효율성지수(SEI) 및 서비스품질 일관성지수(SQCI)의 비교연구, '품질경영학회지', 36권, 4호, pp,102-116
37 Morwitz, V.G, Schmittlein, D.,(1992) 'Using Segmentation to lmprove Sales Forecasts Based on Purchasing Intent: Which 'Intenders' actually Buy?', Journal of Marketing Research, Vol. 24, No. 4, pp. 391-405
38 Nyhan, R.C., and Martin, L.L.,(1999), 'Comparative Performance Measurment-A Primer on Data Envelopment Analysis', Public Productivity & Management Review, Vol.22. No.3, pp.348-364   DOI   ScienceOn
39 Lee, J.D., and Kim, T.Y.,(1997), 'Measuring Network Effect in Energy Distribution lndustry: With Policy lmplications for lndustrywide Regulation, 18th Annual North American Conference, USAEE/lAEE, San Francisco
40 신용휘 (1997), '서비스 산업의 효율성 측정에 관한 연구', '인하대학교 산업경제연구소; , 연구논문집 Vol.10, No. 2, pp.99-126