An internal customer service quality data envelopment analysis model for bank branches

Soteriou, Andreas C.; Stavrinides, Yiannos

doi:10.1108/01443579710175556

Cited by 86 publications

(71 citation statements)

References 24 publications

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“…2. Soteriou and Stavrinides (2000)  Analysis of internal service quality through data envelopment analysis (DAE)  Optimum utilization of inputs such as consumable resources and work volume and its transformation into output -service quality.…”

Section: Literature Reviewmentioning

confidence: 99%

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Gandhi¹,

Sachdeva²,

Gupta³

2018

10.5267/j.msl

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This study uses a hybrid scale to identify the factors contributing to internal and external service quality at employer-employee interface in the SMEs of emerging economies like India. 144 shop floor workers and executives working in different SMEs situated in northern India participated in an interview schedule to rate the quality of services being offered to (and delivered by) the employees in such units on 1-5 Likert scale. Application of factor analysis followed by Structural Equation Modelling developed a model showing how organization's HR practices influences employee service quality which consequently leads to Satisfaction and Loyalty which are the established indicators of competitive advantage for such firms. The model is empirically validated using model fit indices and is found satisfactory. This paper thus proposes an empirical framework for the measurement of employee service quality in a relatively less explored sector. This study finds support for strengthening relationships with employees to achieve a culture of achievement in SMEs. The two scales proposed in this study can be used as benchmarks by SME practitioners for evaluation of services being offered to (and delivered by) their employees. The methodology used may be applied in more such settings for evolving a generic and tailor-made scale.

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Section: Literature Reviewmentioning

confidence: 99%

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Gandhi¹,

Sachdeva²,

Gupta³

2018

10.5267/j.msl

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“…Ren [16] indicated that DEA was a novel and feasible method for finding efficient bioethanol production scenarios. According to Soteriou [17], DEA was an effective model for bank branch performance assessment in terms of internal customer service quality. The main purpose of this research was to measure the operating efficiency of sustainable industrial logistics.…”

Section: Related Research About Deamentioning

confidence: 99%

“…Average MAPE (%) DMUs Average MAPE (%) DMU 1 0.9462 DMU 11 1.4125 DMU 2 0.7709 DMU 12 1.227 DMU 3 0.27 DMU 13 0.6516 DMU 4 1.2972 DMU 14 2.742 DMU 5 1.983 DMU 15 0.384 DMU 6 0.505 DMU 16 0.469 DMU 7 1.263 DMU 17 1.083 DMU 8 1.4853 DMU 18 1.65 DMU 9 2.662 DMU 19 0.588 DMU 10 3.0697…”

Section: Dmusmentioning

confidence: 99%

A Grey Forecasting Approach for the Sustainability Performance of Logistics Companies

Wang

2016

Sustainability

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Abstract:Logistics plays an important role in globalized companies and contributes to the development of foreign trade. A large number of external conditions, such as recession and inflation, affect logistics. Therefore, managers should find ways to improve operational performance, enabling them to increase efficiency while considering environmental sustainability due to the industry's large scale of energy consumption. Based on data collected from the financial reports of top global logistics companies, this study uses a DEA model to calculate corporate efficiency by implementing a Grey forecasting approach to forecast future sustainability values. Consequently, the study addresses the problem of how to enhance operational performance while accounting for the impact of external conditions. This research can help logistics companies develop operation strategies in the future that will enhance their competitiveness vis-à-vis rivals in a time of global economic volatility.

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“…(cf. Parasuraman et al, 1988;Brogowicz et al, 1990;Cronin & Taylor, 1994;Berkley & Gupta, 1994;Spreng & Mackoy, 1996;Philip & Hazlett, 1997;Sweeney et al, 1997;Oh, 1999;Dabholkar et al, 2000;Frost & Kumar, 2000;Soteriou & Stavrinides, 2000;Broderick & Vachirapornpuk, 2002;Grönroos, 1984Grönroos, , 2000Zhu et al, 2002;Santos, 2003;Vijayvargy, 2014). Some examples of these models developed by these researchers are: the information technology (IT) alignment model, the service quality and satisfaction model, PCP (Pivotal, Core, Peripheral) attribute model, the retail service quality and perceived value model, the customer value and customer satisfaction model , the antecedents and mediator model, the internal service quality model, the internal service quality data envelope analysis model, the service quality model for internet banking, the service quality model for IT-related business, and the model of e-service quality.…”

Section: Introductionmentioning

confidence: 99%

A study on improving employees’ behaviour towards increasing students’ loyalty: the mediating role of need understanding, service quality, and intimacy among students in Kenya

Amegbe¹,

Hanu²,

Nkukpornu³

2018

10.5267/j.msl

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During the past few years, there have been various studies on the relationship between academic behavior, teaching and student retention but not much has been on administration staff and students. This study examined improving employees' behavioural factors towards increasing students' loyalty. The paper explores the direct mediation and indirect mediation of employee behavioural factors leading to build student loyalty. More specifically the focus is on the constructs of service quality (SQLTY), need understanding (NEEDUND), intimacy (INTIMACY), and student loyalty (STLOY). This study depended on a positivist research paradigm. In this study, over 800 structured questionnaires were administered for research subjects. However, 743 were captured for the final analysis. The analytical tool used in this study is the ADANCO 2.0.1 software and in terms of statistical processing, the PLS-SEM technique was utilized. The two main takeaways from the direct relationships are that INTIMACY is a strong predictor of STLOY, and NEEDUND is also a strong predictor of SQLTY. The indirect mediations of INTIMACY on SQLTY and STLOY, IN-TIMACY on NEEDUND and STLOY, and SQLTY on NEEDUND and INTIMACY were all not supported. The study, like any academic work, has limitations. Despite these limitations, this study offers theoretical as well as practical values for the research community and administrators of universities and higher education administrators as a whole. For administrators of the universities and the higher education, the study points out the critical needs for administrators to better understand students' loyalty and behaviours of employees during the service encounter, which could lead to intimacy and eventually student loyalty. The present study is innovated by quantitatively examining how the above-mentioned behavioural factors of employees could lead to INTIMACY and STLOY.

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An internal customer service quality data envelopment analysis model for bank branches

Cited by 86 publications

References 24 publications

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

A Grey Forecasting Approach for the Sustainability Performance of Logistics Companies

A study on improving employees’ behaviour towards increasing students’ loyalty: the mediating role of need understanding, service quality, and intimacy among students in Kenya

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