Disentangling Within- and Between-Country Efficiency Differences of Bank Branches

In this paper we propose a framework to assess the efficiency of bank branch networks operating in different financial environments. The framework can be used to disentangle within- from between-country performance differences. The framework is constructive in that it identifies operational aspects responsible for superior performance and suggests guidelines for branch improvement. We report results from three bank branch networks in the U.K., Greece and Cyprus, and demonstrate how branch networks can benefit from such international comparisons.Bank Branch Efficiency, International Benchmarks, Data Envelopment Analysis.

Decision support systems for target setting and resource allocation in multi-unit and multi-level organisations using data envelopment analysis

This thesis is concerned with the development of decision support systems for determining performance targets and allocating resources in multi-unit organisations. These organisations are organised into networks of decision making units (DMUs) that seek to satisfy demand for services in the public sector or attract demand for services in the for profit making sector. Mathematical programming methods in general, and data envelopment analysis in particular are the methods chiefly used throughout the thesis. The decision support systems sought to address two distinct problems faced by multi-unit organisations. The first is concerned with the allocation of recurrent type of budgets to decision making units which use their resources without interference from their headquarters. This type of problem is called a-posteriori decision support and it is addressed by developing a framework of effective target setting. Data envelopment analysis models are developed for setting targets at the DMU and the global organisational levels. Two target-based resource allocation models are then developed seeking to encapsulate alternative organisational structures and objectives of resource allocation, namely equity, effectiveness and efficiency. The second case concerns problems where the allocation of resources is made directly to prespecified DMUs. This problem is called a-priori decision support which includes a phase of managerial diagnosis and planning. In the diagnostic phase performance targets for different management tiers are assessed, and systematic procedures of micro level benchmarking are developed. In the planning phase targets for improving the scale size of individual units are assessed, the long & short run viability of the network of outlets is examined and, fmally, the marginal impacts of past investments on the performance of DMUs are investigated. The two phases of the decision support system would aid management in making decisions regarding the future of individual DMUs (e.g. investment, expansion, divestment). Application of the method to a network of 154 public houses is incorporated throughout the relevant chapters of the thesis

Customer satisfaction cues to support market segmentation and explain switching behavior

In this paper, customer satisfaction cues in retail banking services in Greece are examined. The study proposes an instrument of customer satisfaction that contains service quality and such other attributes as price, convenience, and innovation. The proposed framework of customer satisfaction was verified empirically yielding four distinct facets for business customers and five for individual customers. The performance implications of the customer satisfaction instrument are also explored. What is shown is that customer segments, in fact, yield statistically different satisfaction scores, which verifies the managerial value of customer segmentation practices. Finally, the facets of customer satisfaction as explanatory cues for the switching behavior of individual and business customers were tested successfully. (C) 1999 Elsevier Science Inc

Assessing the business value of E-commerce: Evidence from emerging electronic markets

In this paper we propose a research framework upon which the assessment of the perceived business value of ecommerce can be assessed. The specific concept in question has been the general form of interorganisational systems as expressed via the Internet. The research framework has sought to validate research hypotheses concerning the antecedents of innovative behaviour of firms that enter into the Internet practice. As type of practice the research adopts four generic types such as Customer Service, Marketing, provision of Corporate Image and Efficiency in operations. The dependent variable of the study was chosen to be the perceived value of the internet, measured by means of loyalty, word of mouth communication and intention to intensify the use of Internet in the future. The empirical results of the study were drawn from a sample of Greek enterprises that had on-line presence over the last two years or more. From a population of 350 firm contacted we obtained 125 useable responses t..

Decision Support for Target-Based Resource Allocation of Public Services in Multiunit and Multilevel Systems

This paper is concerned with the problem of resource allocation and target setting in the provision of public services. The paper develops a network-based representation of multilevel resource management with equity, efficiency, and effectiveness being recognised as the fundamental objectives of the system. On the modelling side, the proposed method combines data envelopment analysis and goal programming formulations integrated within an interactive planning framework. An illustrative application on fire departments is used to show the applicability of the method developed to assist the resource allocation process.Equity, Efficiency, Effectiveness, Resource Allocation, Data Envelopment Analysis, Goal Programming, Public Services, Incentives