Online banking performance evaluation using data envelopment analysis and axiomatic fuzzy set clustering

This paper presents a hybrid model to conducting performance measurements for Internet banking by using data envelopment analysis (DEA) and axiomatic fuzzy set (AFS) clustering. For each bank, DEA is applied to select a best combination by computing an aggregated efficiency score based on outputs, such as web metrics and revenue; and inputs, such as equipment, operation cost and employees. Then AFS clustering method is used to classify the best combination into different groups and provide the definitely semantic interpretations for the evaluation results. Identification of operational fitness and business orientation of each firm, in this way, will yield insights into understanding the weaknesses and strengths of banks, which are considering moving into Internet banking. Copyright Springer Science+Business Media B.V. 2013