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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

김경택|최장기|서재준
한국산업경영시스템학회 (KOREAN SOCIETY OF INDUSTRIAL AND SYSTEMS ENGINEERING)|2017.09|한국산업경영시스템학회지 (Journal of Korean Society of Industrial and Systems Engineering)|제40권 제3호|pp. 7-17

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키워드

Data Envelopment AnalysisSERVQUALEntropyPrincipal Component Analysis
주제분류산업공학

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.

Abstract

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.

참고문헌 (33)

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관련 논문AI추천

DEA를 이용한 서비스효율성 측정에 관한 연구 - 국내5개 시중은행의 서비스품질지수를 중심으로-김진왕, 송광석, 유한주한국품질경영학회 · 품질경영학회지2009 · 제37권 제1호DEA 모형에 의한 서비스 운영의 기술적 효율성 평가: 컨택센터 서비스를 중심으로조건, 소순후, 이경재한국품질경영학회 · 품질경영학회지2009 · 제37권 제2호중국 상업 은행의 효율성 및 서비스 품질김대철, 이이미, 장한별산업개발연구소 · 산업혁신연구2017 · 제33권 제3호SQI를 이용한 서비스효율성지수(SEI) 및 서비스품질 일관성지수(SQCI)의 비교연구송광석, 유한주한국품질경영학회 · 품질경영학회지2008 · 제36권 제4호시중은행의 수익성, 생산성, 품질의 측정 및 관계의 분석에 관한 연구최문경한국생산관리학회 · 한국생산관리학회지2011 · 제22권 제3호조직의 효율성 평가를 위한 공통 가중치 DEA 모형에 대한 연구박명섭, 백승기, 유석천, 임호순한국생산관리학회 · 한국생산관리학회지2005 · 제15권 제3호

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