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49 citations0/0 files storedInternational Journal of Bank Marketing

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Efficiency Analysis Using DEA Customer Service Quality and Loyalty Banking Sector Performance and Management

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This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/01443579710175556. When citing the article, please cite: Andreas C. Soteriou, Yiannos Stavrinides, (1997), “An internal customer service quality data envelopment analysis model for bank branches”, International Journal of Operations & Production Management, Vol. 17 Iss 8 pp. 780 - 789.

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References

1978Measuring the efficiency of decision making units 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1984Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis 1992Measuring Service Quality: A Reexamination and Extension 1997Efficiency of financial institutions: International survey and directions for future research 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1991A Multistage Model of Customers' Assessments of Service Quality and Value

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