Kaveh Khalili Damghani; Mohammad TaghaviFard; Kiaras Karbaschi
Abstract
The main goal of this paper is to evaluate the relative efficiency of each level of customer services in MELLI bank branches. A three stage process is defined as consecutive results of service provision to the customers. This process consists of sub-process such as customer expectations, customer satisfaction, ...
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The main goal of this paper is to evaluate the relative efficiency of each level of customer services in MELLI bank branches. A three stage process is defined as consecutive results of service provision to the customers. This process consists of sub-process such as customer expectations, customer satisfaction, and customer loyalty. A hybrid method based on Multi-criteria Satisfaction Analysis (MUSA) and network Data Envelopment Analysis (DEA) is proposed to evaluate the relative efficiency of 30 branches. In this way, first the customer satisfaction was measured through a direct questionnaire based on customers perceptions analysis and quantified using MUSA method. Then, the customer satisfaction scores and the other important evaluating criteria such as number of employees, average evaluation scores of staff, operating costs, the amount of deposits, total credit facilities, the number of new checking accounts, expectations and customer loyalty were considered in DEA model as inputs and outputs. A three-stage DEA model was used to evaluate the efficiency of bank branches. The proposed DEA model was based on multipliers perspective, output-oriented with constant return to scale. The proposed three-stage DEA model quantified and assessed the efficiency of customer expectations, customer satisfactions, and customer loyalties in branches. The results showed that the mean relative efficiency of selected branches in three sub-processes namely customer satisfaction, operational results and customer loyalty were 83%, 94%, and 90%, respectively. The mean efficiency of the overall process is 89%.And four branches (about 13% of sample) were placed on efficient frontier for all sub-processes. Based on research findings, the branches which have been efficient in customer expectations were also efficient in other sub-processes and the main process.
Seyed hadi Mirghaderi; Akbar Alam Tabriz; Hassan Farsigani,; Farhad Farzad
Volume 13, Issue 38 , October 2015, , Pages 1-25
Abstract
Industrial clusters are one of the new approaches in industrial development of developing countries which has recently attracted the attention of many researchers and policy makers.Clustering has positive economic effects on the region and also increase the competitiveness of the small and medium enterprises ...
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Industrial clusters are one of the new approaches in industrial development of developing countries which has recently attracted the attention of many researchers and policy makers.Clustering has positive economic effects on the region and also increase the competitiveness of the small and medium enterprises (SMEs).But success level of all clusters is not the same because their performances are different. The subject of clusters performance has various aspects and contains a wide range of result areas. This is due to cross-organizational nature and complexity of the internal functions and external effects of cluster as a comprehensive model of industrial cluster performance dimensions have not been presented so far.Precise definition of performance dimensions can reduce (part view) which is based on point of view to clusters and also study of cluster development proceedings with comprehensive approach can be applicable. This study aims to identify the performance dimensions of industrial clusters by classifying the performance measures of industrial clusters and present a model for comprehensive evaluation of industrial clusters performance. For data analysis the method used in this study is cluster analysis which integrated the Classifications of 31 experts used heuristic method and based on that, four performance dimensions of industrial clusters including financial, competitive, economic and environmental along with components and measures of each were extracted.
Yaser Samimi; Abdollah Aghaie
Volume 3, Issue 10 , September 2005, , Pages 1-23
Abstract
In order to evaluate and estimate the success of knowledge management systems it is necessary to define performance measurement indices. Considering this importance area a research has been done to measure the efficiency and effectiveness of knowledge management systems. In addition the issue of how ...
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In order to evaluate and estimate the success of knowledge management systems it is necessary to define performance measurement indices. Considering this importance area a research has been done to measure the efficiency and effectiveness of knowledge management systems. In addition the issue of how to assess the impact of knowledge management on organizational performance has been studied. Based on the research and reviewing the relevant literature in this paper a model has been presented for measuring performance of knowledge management systems. Using this model a number of indices are introduced and their interrelations are explained. At the end this paper also suggests some research areas in the field of performance measurement of knowledge management implementation.
