Efficiency evaluation of customer satisfaction index in e-banking using the fuzzy data envelopment analysis

Esmaeili, Aliyar; Horri, Mohamad Sadegh

doi:10.5267/j.msl.2013.11.032

Cited by 9 publications

(2 citation statements)

References 40 publications

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“…They considered four influencing factors: gender of branches' employees, proportion of fixed assets to overall assets, previous financial performance of branches, and financial conditions of the areas in which each branch was located. Esmaeili and Horri (2014) used the fuzzy data envelopment analysis (DEA) techniques for evaluating and ranking the efficiency of online customer satisfaction index in eight economic banks in Iran. Kwon and Lee (2015) proposed a DEA-BPNN approach to model a two-stage production process.…”

Section: Application Of Dea Methods In Banking Industriesmentioning

confidence: 99%

A Hybrid Approach Based on Multi-Criteria Satisfaction Analysis (MUSA) and a Network Data Envelopment Analysis (NDEA) to Evaluate Efficiency of Customer Services in Bank Branches

Khalili‐Damghani¹,

Taghavifard²,

Karbaschi³

2015

Industrial Engineering and Management Systems

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A hybrid procedure based on multi-Criteria Satisfaction Analysis (MUSA) and a Network Data Envelopment Analysis (NDEA) is proposed to evaluate the relative efficiency of customer services in bank branches. First, a three-stage process including sub-processes such as customer expectations, customer satisfaction, and customer loyalty, is defined to model the banking customer services. Then, fulfillment of customer expectations, customer loyalty level, and the customer satisfaction degree are measured and quantified through a multi-dimensional questionnaire based on customers' perceptions analysis and MUSA method, respectively. The customer services scores and the other criteria such as mean of employee evaluation score, operation costs, assets, deposits, loans, number of accounts are considered in network three-stage DEA model. The proposed NDEA model is formed based on multipliers perspective, outputoriented, and constant return to scale assumptions. The proposed NDEA model quantifies and assesses the total efficiency of main process and assigns the efficiency to customer expectations, customer satisfactions, and customer loyalties sub-processes in bank branches. The whole procedure is applied on 30 bank branches in IRAN. The proposed approach can be used in other organizations such as airports, airline agencies, urban transportation systems, railway organizations, chain stores, chain restaurants, public libraries, and entertainment centers.

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Section: Application Of Dea Methods In Banking Industriesmentioning

confidence: 99%

A Hybrid Approach Based on Multi-Criteria Satisfaction Analysis (MUSA) and a Network Data Envelopment Analysis (NDEA) to Evaluate Efficiency of Customer Services in Bank Branches

Khalili‐Damghani¹,

Taghavifard²,

Karbaschi³

2015

Industrial Engineering and Management Systems

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“…The result provided evidence of the relationship that exists among the perceptions, the personal characteristics of the respondents and the organizational characteristics of their banks. Abadi and Nematizadeh (2012), Ahmadi and Afrouzi (2012), Azad, Abbaszadeh, Rikhtegar and Asgari (2013), Azad, Seyedaliakbar, Mousavirad and Mousavirad (2013), Esmaeili, Nazarpoori and Najafi (2013), Sanayei & Saneian (2013), Zadeh, Zangeneh and Azad (2014), Asgari, Ahmadi, Shamlou, Farokhi and Farzin (2014), Esmaeili and Horri (2014), Alikhani and Davarzani (2014), Shaemi and Saneian (2014), Yousefi and Nasiripour (2015), Arayesh (2015).…”

Section: Hussien and Abd El Aziz (2013) Egyptmentioning

confidence: 99%

A Short Review of the Electronic Banking System

Khan

2019

RBS

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The necessity of E-Banking services with the new generation’s lifestyle today is reached at different levels of technology innovations. This paper aims at directing and contributing to E-Banking by exploring and analyzing the current situation of commencement on E-Banking and its acceptance confidently. This paper presents an intensive summary review of a doctorate research by the author about E-Banking acceptance in the Kurdistan Region of Iraq in which 38 studies among 110 published papers were selected on E-Banking between 2002-2016. The studies seek to draw reliable conclusions from their data to identify the influenced factors on the acceptance and adopting of E-Banking system. To analyze the capacity and results of these studies, an analysis was conducted on the most influenced factors, powerful acceptance theories employed in these studies, thesample unit, respondent size and the location of the investigation. The results showed that the factors of security, perceived ease of use and trust had the higher frequencies among the others. The most used model in these studies was TAM model with a great satisfaction results by the researchers and bank institutions. The respondents of these studies were between 44 and 3000 and the major sample unit is bank customers and the majority of studies were from Iran, which are 13 studies. It was found that other theories (UTAUT and UTAUT 2) were less attractive to researchers in their studies. Therefore, the most results are based on the outcomes of TAM models. However, there are limitations of the outcomes by this study for reviewing limited papers, someshortcomings in constructing the links between the E-Banking channels with the influenced factors and there is supremacy of the higher frequency of using TAM on the results. Further works are recommended to study security, perceived ease, and trust using (UTAUT and UTAUT 2) in the countries with large population strata.

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Developing a new integrated artificial immune system and fuzzy non-discretionary DEA approach

2021

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Efficiency evaluation of customer satisfaction index in e-banking using the fuzzy data envelopment analysis

Cited by 9 publications

References 40 publications

A Hybrid Approach Based on Multi-Criteria Satisfaction Analysis (MUSA) and a Network Data Envelopment Analysis (NDEA) to Evaluate Efficiency of Customer Services in Bank Branches

A Hybrid Approach Based on Multi-Criteria Satisfaction Analysis (MUSA) and a Network Data Envelopment Analysis (NDEA) to Evaluate Efficiency of Customer Services in Bank Branches

A Short Review of the Electronic Banking System

Developing a new integrated artificial immune system and fuzzy non-discretionary DEA approach

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