نوع مقاله : مقاله پژوهشی
چکیده
کلیدواژهها
عنوان مقاله [English]
Customer satisfaction is a important aspect for organizations services and is highly related with service quality.
IT based services in banking industry have strategic benefits for banks, since it can increase: service variety, growth Potential, and improve operations by increasing response rates, improving service quality, reducing costs and avoiding risks.
Several studies In Iran suggest that Iranian customers do not trusted to these services and they have some problem with these services.
By improving customer service quality and also recognizing and solving problems in IT-based banking services and transactions, Banking organizations could develop a sustainable competitive advantage.
Various models and methods are presented by researchers to evaluate the efficiency of banks branches, but there are fewer studies to evaluate the efficiency of the staff units that directly supporting branches.
In This study we employ DEA linear programming technique, to measure efficiency of 38 IT service units in Bank Mellatand also their subunits. Firstly by using different processes such as interview with experts, Delphi technique and fuzzy logic input/output indicators are selected for model. By combining, modified Russell model, Anderson-Peterson ranking model and multi component efficiency model (MCDEA) andadd weighted restrictions; we are proposed a model to measure efficiency of these units and their subunits and ranking them.
Secondly we measured the impact of other indicators such as academic education and number of human resources and their manager experiences of these units on efficiency.
کلیدواژهها [English]
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