MEASURING THE EFFICIENCY OF ISFAHAN’S PRIVATE BANKS’ BRAND BASED ON SATISFACTION AND LOYALTY OF CUSTOMERS BY DATA ENVELOPMENT ANALYSIS

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SHAHIN ARASH; SANAYEIE ALI; REZAEI MOHAMMAD SADEGH

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Journal: PRODUCTION AND OPERATIONS MANAGEMENT Year:2014 | Volume:5 | Issue:1 (8) Page(s): 125-141

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Information Journal Paper

Title

MEASURING THE EFFICIENCY OF ISFAHAN’S PRIVATE BANKS’ BRAND BASED ON SATISFACTION AND LOYALTY OF CUSTOMERS BY DATA ENVELOPMENT ANALYSIS

Author(s)

SHAHIN ARASH | SANAYEIE ALI | REZAEI MOHAMMAD SADEGH | Issue Writer Certificate

Keywords

EFFICIENCYQ2

DATA ENVELOPMENT ANALYSISQ2

BRAND LOYALTYQ2

BANKQ2

Abstract

The concept of customer satisfaction and loyalty has attracted much attention in recent years. The purpose of this paper is to measure the EFFICIENCY of BANKs’ brand based on customer satisfaction and loyalty by DEA. In this research, the EFFICIENCY of 10 private BANKs of Isfahan have been measured in two cases with output oriented BCC model. In the first case, the inputs variables have been assumed the image and the perceived quality and output variable has been assumed the customer satisfaction and in the second case, the input variable has been assumed the customer satisfaction and the output variable has been assumed the customer loyalty. The findings show that in the first case, three BANKs were efficient and seven BANKs were inefficient and in the second case, three BANKs were efficient and other BANKs were inefficient. The results of the research imply that most of the BANKs do not work efficient.

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APA: Copy

SHAHIN, ARASH, SANAYEIE, ALI, & REZAEI, MOHAMMAD SADEGH. (2014). MEASURING THE EFFICIENCY OF ISFAHAN’S PRIVATE BANKS’ BRAND BASED ON SATISFACTION AND LOYALTY OF CUSTOMERS BY DATA ENVELOPMENT ANALYSIS. PRODUCTION AND OPERATIONS MANAGEMENT, 5(1 (8)), 125-141. SID. https://sid.ir/paper/217491/en

Vancouver: Copy

SHAHIN ARASH, SANAYEIE ALI, REZAEI MOHAMMAD SADEGH. MEASURING THE EFFICIENCY OF ISFAHAN’S PRIVATE BANKS’ BRAND BASED ON SATISFACTION AND LOYALTY OF CUSTOMERS BY DATA ENVELOPMENT ANALYSIS. PRODUCTION AND OPERATIONS MANAGEMENT[Internet]. 2014;5(1 (8)):125-141. Available from: https://sid.ir/paper/217491/en

IEEE: Copy

ARASH SHAHIN, ALI SANAYEIE, and MOHAMMAD SADEGH REZAEI, “MEASURING THE EFFICIENCY OF ISFAHAN’S PRIVATE BANKS’ BRAND BASED ON SATISFACTION AND LOYALTY OF CUSTOMERS BY DATA ENVELOPMENT ANALYSIS,” PRODUCTION AND OPERATIONS MANAGEMENT, vol. 5, no. 1 (8), pp. 125–141, 2014, [Online]. Available: https://sid.ir/paper/217491/en

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