Data envelopment analysis in financial services: a citations network analysis of banks, insurance companies and money market funds

Development and application of the data envelopment analysis (DEA) method, have been the subject of numerous reviews. In this paper, we consider the papers that apply DEA methods specifically to financial services, or which use financial services data to experiment with a newly introduced DEA model. We examine 620 papers published in journals indexed in the Web of Science database, from 1985 to April 2016. We analyse the sample applying citations network analysis. This paper investigates the DEA method and its applications in financial services. We analyse the diffusion of DEA in three sub-samples: (1) banking groups, (2) money market funds, and (3) insurance groups by identifying the main paths, that is, the main flows of the ideas underlying each area of research. This allows us to highlight the main approaches, models and efficiency types used in each research areas. No unique methodological preference emerges within these areas. Innovations in the DEA methodologies (network models, slacks based models, directional distance models and Nash bargaining game) clearly dominate recent research. For each subsample, we describe the geographical distribution of these studies, and provide some basic statistics related to the most active journals and scholars

A framework to evaluate video banking kiosks

Canadian retail banking customers expect more information, wider choices and greater convenience when they bank. At the same time banks are trying to reduce their costs in the traditional bank branch network as well as add many new products (stock sales, investments, new types of lending etc.). To fulfil these requirements, a new electronic retail banking service delivery mechanism has been introduced, the video banking kiosk. This is a stand-alone unit where retail customers, at remote locations, can interact with personal bankers (servers) at call centres via video conferencing and telecomputing capabilities. The results of our research present a framework for measuring with his/her workstation. Application of this framework can provide bank management with additional insight to plan all the requirements for server training. The framework contains suggestions for methodology to determine customer profiles, establish time standards, determine service quality delivered by the servers and evaluate workstation design. This framework was applied to the Royal Bank of Canada's 'Video Banking Services' pilot.