서비스 산업의 효율성 측정에 관한 연구

A Study on Efficiency Measurement in Service Industries

Measuring and evaluating the operating efficiency of bank branches requires analytic techniques that provide insights beyond those available from accounting ratio analysis. DEA(Data Envelopment Analysis) introduced by Charnes, Cooper, and Rhocks (1978) is a ratio definition of efficiency which generalizes the single-output to single-input classical engineering-science ratio definition to multiple outputs and inputs without requiring preassigned weights. DEA has now been extensively applied in a range of empirical settings to identify inefficiencies of decision making units, and provide targets for improvement for inefficient decision making units. The purpose of this paper is to investigate the use of a specific new technique, DEA, as one approach to help imporve bank branch operating efficiency. The results suggest that DEA provide insights into branch operating efficiency beyond that available from accounting ratios. DEA results are then analyzed in conjunction with other analytic techniques and are found to suggest areas where operating efficiency can be improved.