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| Tekijä: | Athanassopoulos, A. |
| Otsikko: | Service quality and operating efficiency synergies for management control in the provision of financial services: evidence from Greek bank branches |
| Lehti: | European Journal of Operational Research
1997 : APR, VOL. 98:2, p. 300-313 |
| Asiasana: | OPERATIONAL RESEARCH BANKING GREECE |
| Kieli: | eng |
| Tiivistelmä: | In this paper, the author concentrates on assessment of the productive efficiency of bank branches. Bank branch operations are characterised by the effort made by management to pursue the bank's corporate objectives. The tangible part of this effort can be assessed by the operating efficiency of the branch while the intangible part is encapsulated by the quality of the provided services. The assessment of branch efficiency is pursued using data envelopment analysis methods enhanced by the value judgements of individual branch managers. |
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