Measurement of multiple sites in service firms with data envelopment analysis

Data envelopment analysis (DEA) has become an increasingly popular method t o measure performance for service firms with multiple sites. DEA is superio r to many traditional methods for firms that have multiple goals. The promi se of DEA is that the complex, multiobjective problem of performance measur ement can be reduced to a single number. Unfortunately, the practice of DEA Often belies the promise. Misconceptions concerning the purpose and implem entation of DEA Can cause DEA applications to be less than successful. Here , the technique is explained, and a guide to the implementation of DEA is p roposed, utilizing DEA studies Of retail bank branches.