Sales performance measurement in bank branches

Citation
Wd. Cook et M. Hababou, Sales performance measurement in bank branches, OMEGA-INT J, 29(4), 2001, pp. 299-307
Citations number
22
Categorie Soggetti
Management
Journal title
OMEGA-INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE
ISSN journal
03050483 → ACNP
Volume
29
Issue
4
Year of publication
2001
Pages
299 - 307
Database
ISI
SICI code
0305-0483(200108)29:4<299:SPMIBB>2.0.ZU;2-Y
Abstract
Studies of bank branch performance have. to date, concentrated on obtaining a single perspective of efficiency. As the financial services industry has intensified, banks have increasingly engated in a proactive, differentiate d and customer-based strategy in retail banking in which the sales componen t of the bank branch activity is emphasized. With the emerging sales cultur e within banks, as discussed earlier, there is a need to evaluate both sale s and service performance. Cook et al. [12] have proposed a model to evalua te simultaneously the sales, service, and aggregate efficiencies of a bank branch. This model accounted for the fact that inputs, in particular resour ces, are often shared among these functions. In this paper, we extend the d ata envelopment analysis additive model using goal programming concepts. We thereby derive optimal efficiency scores while taking into account non-vol ume related activities, that is those involving resources that cannot be as signed to a specific input or output. Again, the proposed model derives an optimal split of the shared resources that maximizes the aggregate efficien cy. (C) 2001 Elsevier Science Ltd. All rights reserved.