【作者】 段永瑞； 孙丽琴； 赵金实；

【Author】 DUAN Yong-rui~1,SUN Li-qin~1,ZHAO Jin-shi (1.School of Economics and Management,Tongji University,Shanghai 200092,China; 2.Business School,Shanghai Normal University,Shanghai 200234,China)

【机构】 同济大学经济与管理学院； 上海师范大学商学院；

【摘要】 本文把顾客满意度作为商业银行产出之一,应用数据包络分析(DEA)方法得到了我国14家商业银行的综合效率,分析了服务质量对银行效率的影响。同时应用运作效率DEA模型和服务质量效率DEA模型对14家银行的运作效率和服务质量效率进行评价,发现中国商业银行存在高运作效率掩盖低服务质量的问题。最后,通过应用模糊线性回归(FLR)方法得到了手续费和佣金支出以及其他营业支出是影响服务质量最重要的因素。更多还原

【Abstract】 In this paper,data envelopment analysis is applied to evaluate the synthesized efficiency of 14 banks in China by taking the service quality as an output.The influence of service quality on bank efficiency is analyzed. The operation efficiency model and service quality efficiency model are applied respectively to evaluate the operation efficiency and service quality efficiency.The results indicate that the lower service quality of Chinese commercial banks is covered by higher operational efficiency.At last,Fuzzy Linear Regression(FLR) model is applied to analyze the factors that affect the service quality of commercial banks.It indicates that handling charges and commissions expenses as well as costs of other operations contribute most to the improvement of service quality.更多还原