A Two Stage Data Envelpoment Analysis Tool for Assessing the Effects of Customer Waiting Experience and Service Process Changes in Efficiency of Banks (2010)

Thesis Archive

A Two Stage Data Envelpoment Analysis Tool for Assessing the Effects of Customer Waiting Experience and Service Process Changes in Efficiency of Banks (2010)

Guballa
Nigel
Ramos
Mariae
Yap
Richard

Abstract:

-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.

Adviser:

Mr. Richard Li