Abstract
The existing studies on efficiency evaluation of bank branches using a Data Envelopment Analysis (DEA) technique have not considered service delivery system characteristics and capabilities. In order to fill this gap, this paper develops a framework to operationalise internal service quality in a DEA framework. This paper also suggests simultaneous benchmarking of bank branches along multiple drivers of performance, which are internal service quality, operating efficiency and profitability using a modified DEA model. The application of the proposed framework for branch efficiency evaluation is illustrated with an empirical study in a bank from Thailand.
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