The DOI matches its Crossref record; 32 of the 32 references it cites were found in a registry or an index.
Operations, Quality, and Profitability in the Provision of Banking Services
Abstract
We develop a framework for combining strategic benchmarking with efficiency benchmarking of the services offered by bank branches. In particular, a cascade of efficiency benchmarking models is developed guided by the service-profit chain. Three models—based on the nonparametric technique of Data Envelopment Analysis—are developed in order to implement the framework in a practical setting: (i) an operational efficiency model, (ii) a service quality efficiency model, and (iii) a profitability efficiency model. The use of the models is illustrated using data from the branches of a commercial bank. Empirical results indicate that we gain superior insights by analyzing simultaneously the design of operations together with the quality of the provided services and profitability, rather than by benchmarking these three dimensions separately. Relationships are also established between operational efficiency and profitability, and between operational efficiency and service quality.
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Cites
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Banker, R. D., Charnes, A., & Cooper, W. W. (1984) · Management Science · doi:10.1287/mnsc.30.9.1078 · Cited by 16,729
Measuring Service Quality: A Reexamination and Extension
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Putting the Service-Profit Chain to Work
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Cited by
Fethi, M. D., & Pasiouras, F. (2010) · European Journal of Operational Research · doi:10.1016/j.ejor.2009.08.003 · Cited by 800
Assessing the Service-Profit Chain
Kamakura, W. A., Mittal, V., de Rosa, F., & Mazzon, J. A. (2002) · Marketing Science · doi:10.1287/mksc.21.3.294.140 · Cited by 508
Customer satisfaction and retail sales performance: an empirical investigation
Gómez, M. I., McLaughlin, E. W., & Wittink, D. R. (2004) · Journal of Retailing · doi:10.1016/j.jretai.2004.10.003 · Cited by 360
Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction
Mittal, V., Anderson, E. W., Sayrak, A., & Tadikamalla, P. (2005) · Marketing Science · doi:10.1287/mksc.1050.0142 · Cited by 355
GREENING THE SERVICE PROFIT CHAIN: THE IMPACT OF ENVIRONMENTAL MANAGEMENT PRACTICES
KASSINIS, G. I., & SOTERIOU, A. C. (2003) · Production and Operations Management · doi:10.1111/j.1937-5956.2003.tb00210.x · Cited by 349
Self-citation
Metadata
- Authors
- Soteriou, A., & Zenios, S. A.
- Venue
- Management Science
- Published
- 1999-09
- Volume
- 45
- Issue
- 9
- Pages
- 1221-1238
- ISSN
- 0025-1909 (ISSN-L)
- 1526-5501
- OpenAlex
- W2025521011
- Cited by
- 297
- References
- 32
- FWCI
- 14.66
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
