Quality and Efficiency of Bank Branch Services
Quality and Efficiency of Bank Branch Services

Author(s): Vlastimil Farkašovský, Ľubomír Pinter
Subject(s): Business Economy / Management, Financial Markets, Socio-Economic Research
Published by: Masarykova univerzita nakladatelství
Keywords: quality; technical efficiency; the SBM model; correspondence map; cartogram;
Summary/Abstract: The goal of the paper is to deepen understanding between the two key indicators of bank branch production, the quality of services and the technical efficiency. The indicator of service quality is a composite indicator harmonized at the European level that includes the assessment of three main areas: the quality of customer service, the quality of sale of financial products, and customer satisfaction. The technical efficiency of the bank branches is analysed with the aid of non-radial SBM model by Tone. A spatial aspect is found to be a factor that affects both, quality and technical efficiency of the bank's branches. The paper reveals, that individual managers have still enough room to improve their skills in managing their branches.

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