Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

An internal customer service quality data envelopment analysis model for bank branches

16 references·16 citing·30 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1978Measuring the efficiency of decision making units29,755 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1984Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis16,773 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1997Efficiency of financial institutions: International survey and directions for future research3,488 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1994Data Envelopment Analysis: Theory, Methodology, and Applications2,873 cited
1981Evaluating Program and Managerial Efficiency: An Application of Data Envelopment Analysis to Program Follow Through1,546 cited
1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
1991Applied data envelopment analysis972 cited
1992Estimation of returns to scale using data envelopment analysis733 cited
1990An empirical study on measuring operating efficiency and profitability of bank branches

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

368 cited

1995Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry331 cited

1997Service quality and operating efficiency synergies for management control in the provision of financial services: Evidence from Greek bank branches236 cited

Cited by

2017China's municipal public infrastructure: Estimating construction levels and investment efficiency using the entropy method and a DEA model94 cited
2013Benchmarking of service quality with data envelopment analysis92 cited
2012Linking customer satisfaction, employee appraisal, and business performance: an evaluation methodology in the banking sector82 cited
2013Investigating e-banking service quality in one of Egypt’s banks: a stakeholder analysis78 cited
2020Frontline employees’ engagement and business performance: the mediating role of customer-oriented behaviors73 cited
2012Benchmarking urban acute care hospitals72 cited
2004Assessing Bank and Bank Branch Performance69 cited
2016Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA59 cited
2011Assessing Bank and Bank Branch Performance54 cited
2019Linking e-hrm practices and organizational outcomes: empirical analysis of line manager’s perception53 cited
1999MEASUREMENT OF MULTIPLE SITES IN SERVICE FIRMS WITH DATA ENVELOPMENT ANALYSIS48 cited
2016Data Envelopment Analysis: A Tool of Measuring Efficiency in Banking Sector44 cited
2016A Grey Forecasting Approach for the Sustainability Performance of Logistics Companies38 cited
2016Efficiency ranking method using DEA and TOPSIS (ERM-DT): case of an Indian bank37 cited
2016Performance optimization of an aluminum factory in economic crisis by integrated resilience engineering and mathematical programming36 cited
2020The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs33 cited