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| Author: | Cook, W. D. Hababou, M. |
| Title: | Sales performance measurement in bank branches |
| Journal: | Omega
2001 : APR, VOL. 29:4, p. 299-308 |
| Index terms: | SALES BANKS FINANCIAL SERVICES |
| Language: | eng |
| Abstract: | As the financial services industry has intensified, banks have increasingly engaged in a proactive, differentiated and customer-based strategy in retail banking in which the sales component of the bank branch activity is emphasized. With the emerging sales culture within banks, as discussed earlier, there is a need to evaluate both sales and service performance. In this paper, the authors extend the data envelopment analysis additive model using goal programming concepts. The authors thereby derive optimal efficiency scores while taking into account non-volume related activities, that is those involving resources that cannot be assigned to a specific input or output. Again, the proposed model derives an optimal split of the shared resources that maximizes the aggregate efficiency. |
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