Operations, Quality, and Profitability in the Provision of Banking Services
构建了一个将战略基准与效率基准相结合的框架，通过三个数据包络分析模型同时分析银行分支机构的运营效率、服务质量和盈利能力，发现综合分析比单独分析能获得更深入的见解。
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.