An Analysis of Quality Efficiency of Loan Consultants in a Bank using PCA-DEA Model

• 발행기관: 한국산업경영시스템학회
• 저자명: JangKi Choi(최장기) Kyeongtaek Kim(김겅택)
• 간행물 정보: 『한국산업경영시스템학회 학술대회』2017년 추계학술대회 논문집, 184~191쪽, 전체 8쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2017.10.30

영문 초록

We studied the efficiency of service quality of loan consultants contracted to a bank in Korea. Since the consultant is not an employee of the bank, he/she is paid solely in proportion to how much he/she sell loans. In this study, a consultant is considered as a decision making unit (DMU) in the DEA (Data Envelopment Analysis) model. We use a principal component analysis-data envelopment analysis (PCA-DEA) model to evaluate quality efficiency of the consultants. In the first stage, we use PCA to obtain 6 synthetic indicators, including 4 input indicators and 2 output indicators, from survey results in which questionnaire items are constructed on the basis of SERVQUAL model. In the second stage, 3 DEA models allowing negative values are used to calculate the relative efficiency of each DMU. An example illustrates the proposed process of evaluating the relative quality efficiency of the loan consultants.

목차

1. 서론

2. 이론적배경

3. 대출상담사의 서비스 효율성분석

4. 결론

키워드

Data Envelopment Analysis Principal Component Analysis Entropy SERVQUAL