A BSC-DEA approach to measure the relative efficiency of service industry: A case study of banking sector

Abstract

Performance evaluation plays an important role in determining faults and difficulties of any organization as well as attempting to increase capabilities and improve activities. Data envelopment analysis (DEA), as a non-parametric method, has been one of the most important and significant management tools for measuring output or efficiency. In this paper, we propose a method to utilize balanced score card (BSC) as a tool for designing performance evaluation indices of an organization. The integrated BSC-DEA has been applied as an empirical case for a major private bank organization and the results are analyzed.

Keywords

• DEA
• BSC
• Analytical Hierarchy Process
• Efficiency
• Perfromance measurement