지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2017.1
- 수록면
- 7 - 17 (11page)
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Loan consultants assist clients with loan application processing and loan decisions. Their duties may include contacting people to ask if they want a loan, meeting with loan applicants and explaining different loan options. We studied the efficiency of service quality of loan consultants contracted to a bank in Korea. They do not work as a team, but do work independently.
Since he/she is not an employee of the bank, the consultant is paid solely in proportion to how much he/she sell loans. In this study, a consultant is considered as a decision making unit (DMU) in the DEA (Data Envelopment Analysis) model. We use a principal component analysis-data envelopment analysis (PCA-DEA) model integrated with Shannon’s Entropy to evaluate quality efficiency of the consultants. We adopt a three-stage process to calculate the efficiency of service quality of the consultants.
In the first stage, we use PCA to obtain 6 synthetic indicators, including 4 input indicators and 2 output indicators, from survey results in which questionnaire items are constructed on the basis of SERVQUAL model. In the second stage, 3 DEA models allowing negative values are used to calculate the relative efficiency of each DMU. In the third stage, the weight of each result is calculated on the basis of Shannon’s Entropy theory, and then we generate a comprehensive efficiency score using it. An example illustrates the proposed process of evaluating the relative quality efficiency of the loan consultants and how to use the efficiency to improve the service quality of the consultants.
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참고문헌 (24)
참고문헌 신청
Arasli, H. / 2005 / Customer Service Quality in the Greek Cypriot Banking Industry / Managing Service Quality 15 (1) : 41 ~ 56
Arora, H. / 2015 / Service Quality Dimensions :an Empirical Investigation of Commercial Banks in India using SERVQUAL / International Journal of Services and Operations Manag
Backhaus, K. / 2011 / Measuring service productivity with Data Envelopment Analysis(DEA) / European Association for Research on Services Conference
Baumann, C. / 2007 / Prediction of attitude and behavioral intentions in retail banking / International Journal of Bank Marketing 25 (2) : 102 ~ 116
Buell, R. W. / 2016 / How do Customers Respond to Increased Service Quality Competition? / Manufacturing & Service Operations Management 18 (4) : 585 ~ 607
Arora, H. / 2015 / Service Quality Dimensions :an Empirical Investigation of Commercial Banks in India using SERVQUAL / International Journal of Services and Operations Manag
Backhaus, K. / 2011 / Measuring service productivity with Data Envelopment Analysis(DEA) / European Association for Research on Services Conference
Baumann, C. / 2007 / Prediction of attitude and behavioral intentions in retail banking / International Journal of Bank Marketing 25 (2) : 102 ~ 116
Buell, R. W. / 2016 / How do Customers Respond to Increased Service Quality Competition? / Manufacturing & Service Operations Management 18 (4) : 585 ~ 607
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