Linking customer satisfaction, employee appraisal, and business performance: an evaluation methodology in the banking sector

DOI10.1007/S10479-012-1206-2zbMATH Open1269.90051OpenAlexW2022164302MaRDI QIDQ2393338FDOQ2393338

Authors: E. Tsitsiridi, Constantin Zopounidis, Vangelis Grigoroudis 

Publication date: 7 August 2013

Published in: Annals of Operations Research (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1007/s10479-012-1206-2

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zbMATH Keywords

data envelopment analysisefficiency evaluationbanking sectorcustomer satisfactionbusiness performanceemployee appraisal

Mathematics Subject Classification ID

Theory of organizations, manpower planning in operations research (90B70)

Cites Work

• Best practice analysis of bank branches: An application of DEA in a large Canadian bank
• Preference disaggregation for measuring and analysing customer satisfaction: The MUSA method
• Cost efficiency measurement with price uncertainty: a DEA application to bank branch assessments
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• A classification of DEA models when the internal structure of the decision making units is considered
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• Cost efficiency, production and value-added models in the analysis of bank branch performance
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• Benchmarking with quality-adjusted DEA (Q-DEA) to seek lower-cost high-quality service: evidence from a U.S.bank application
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• Efficiency analysis in banking firms: An international comparison
• Comparative efficiency analysis of Portuguese bank branches
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• Satisfaction Benchmarking and Customer Classification: An Application to the Branches of a Banking Organization

Cited In (12)

• Operational research and artificial intelligence methods in banking
• Measuring performance in the presence of noisy data with targeted desirable levels: evidence from healthcare units
• Market share and performance in Taiwanese banks: min/max SBM DEA
• Examining the effects of customer service management (CSM) on perceived business performance via structural equation modelling
• Customer satisfaction measurement in the private bank sector.
• Multiple criteria decision aiding for finance: an updated bibliographic survey
• Multicriteria decision systems for financial problems
• Acceptance of new technologies by employees in financial industry
• Performance measurement model on wealth management banking:analytic hierarchy process and balanced scorecard approach
• Measuring Olympics achievements based on a parallel DEA approach
• Resource, service quality and performance triad: a framework for measuring efficiency of banking services
• Measuring bank performance with a dynamic network Luenberger indicator

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