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DEA를 이용한 서비스효율성 측정에 관한 연구 - 국내5개 시중은행의 서비스품질지수를 중심으로-

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

송광석|유한주|김진왕
한국품질경영학회 (Korean Society For Quality Management)|2009.03|품질경영학회지 (Journal of Korean Society for Quality Management)|제37권 제1호|pp. 80-90

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참고문헌

키워드

DEA(Data Envelopment Analysis)Service Quality IndexService EfficiencyCCR/BCC ModelDEA/PS Model
주제분류학제간연구

초록

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 nvelopment 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 ppropriate 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.

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 nvelopment 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 ppropriate 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.

참고문헌 (40)

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