A two stage data envelopment analysis tool for asssessing the effects of client waiting experience and service process change in efficiency of banks/ by Guballa, Nigel, Ramos, Mariae, Yap, Richard

• Main Authors: Guballa, Nigel, Ramos, Mariae, Yap, Richard
• Format: text
• Language: English
• Published: Animo Repository 2010
• Subjects: Data envelopment analysis; Banks and banking; Bank management; Banks and banking > Customer services; Industrial efficiency > Measurement; Industrial productivity > Measurement; Performance > Measurement; Engineering
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/6880
• Institution: De La Salle University

The study is about relating costumer waiting experience and efficiency of DMUs. The study wants to prove that there should be a relationship between management efficiency to client waiting experience especially in service industry. The study will use Data Envelopment Analysis to compute for the efficiencies of each DMU which involves 11 bank branches of RCBC Savings. The methodology involves the traditional DEA, Bootstrapping technique, Tobit Regression Analysis, Simulation and lastly DEA involving potential efficiency. The inputs for the DEA are the salaries of the teller and the technical costs while the outputs are the number of deposit, withdrawal and bills payment transaction. The Tobit regression involves the service time, volume of transaction, and teller errors. There are also two dummy variables which are classification of banks and renovation. All the parameters in the Tobit regression equation were found to be significant. There is a significant change in the efficiency scores and rank of each branch bank between the traditional DEA and DEA with potential efficiency. The programs that were used are Win4Deap for DEA, Excel for bootstrapping, Arena for the simulation and Stata for Tobit regression.