우리 나라 은행의 서비스 생산성 평가에 관한 연구

A Study of Service Operations Efficiency Evaluation in Korean Banks

This study presents an approach for measuring service operations efficiency of Korean branch banking. The efficiency is related to the way the bank branches operate and the productivity of resources. To measure the efficiency, the DEACData Envelopment Analysis) method is adopted. DEA is a non-parametric technique which has been developed to compare the efficiency of multiple service units providing similar services by explicitly considering their use of multiple inputs to produce multiple outputs. Drawing on data from 37 bank branches, DEA scores are measured through the application of CCR(Chames, Cooper and Rhodes) model. And then this study reports the possibility of a link between efficiencies and branch profitability measured by ROAC(Return on Assets). The results of these analyses are summarized as a matrix form. That is the profit-efficiency CROA - DEA) matrix. This approach provides a very useful tool developing relative efficiency measures as well as planning efficiency improvement strategy for multi-site bank branches.