The Relative Efficiency of Banks, Taking into Account a Customer Satisfaction Rating
25 Pages Posted: 23 Aug 2007 Last revised: 18 Dec 2007
Date Written: October 2007
Abstract
This paper uses customer satisfaction scores generated for a New Zealand wide survey of consumers to augment analysis of bank efficiency, and to achieve greater consistency with shareholder value analysis. It is found that the customer satisfaction score needs to be adjusted for the number of locations (branches) through which customers are served. Once this is done, the extent of divergence in efficiency is significantly reduced, consistent with propositions that a large divergence in efficiency scores should not be sustainable in a competitive market.
Keywords: Banks, Data Envelopment Analysis (DEA), bank customer satisfaction, New Zealand
JEL Classification: D240, G210
Suggested Citation: Suggested Citation
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