This paper presents an improved efficiency measurement tool by modifying the existing data envelopment analysis methodology to permit the incorporation of expert knowledge. A previous paper examined the inclusion of such knowledge within the additive model. This information appeared in the form...

In this paper, we address several issues related to the use of data envelopment analysis (DEA). These issues include model orientation, input and output selection/definition, the use of mixed and raw data, and the number of inputs and outputs to use versus the number of decision making units...

Data envelopment analysis (DEA) is a method for measuring the efficiency of peer decision making units (DMUs). An important area of development in recent years has been devoted to applications wherein DMUs represent two-stage or network processes. One particular subset of such processes is those...

This paper presents an improved measurement tool for evaluating performance of branches within a major Canadian bank. While there have been numerous previous studies of performance in the banking industry, particularly at the branch level, this study is different in a very significant way:...

The current paper presents mathematical programming models for use in benchmarking where multiple performance measures are needed to examine the performance and productivity changes. The standard data envelopment analysis method is extended to incorporate benchmarks through (i) a...

Studies of bank branch performance have, to date, concentrated on obtaining a single perspective of efficiency. As the financial services industry has intensified, banks have increasingly engated in a proactive, differentiated and customer-based strategy in retail banking in which the sales...