Antreas D. Athanassopoulos

Weights restrictions and value judgements in Data Envelopment Analysis: Evolution, development and future directions

This paper provides a review of the evolution, development and future research directions on the use of weights restrictions and value judgements in Data Envelopment Analysis. The paper argues that the incorporation of value judgements in DEA was motivated by applications of the method in real life organisations. The application driven development of the methods has led to a number of different approaches in the literature which have inevitably different uses and interpretations. The paper concentrates on the implications of weights restrictions on the efficiency, targets and peer comparators of inefficient Decision Making Units. The paper concludes with future research directions in the area of value judgements and weights restrictions.

Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior

Abstract In this paper, customer satisfaction cues in retail banking services in Greece are examined. The study proposes an instrument of customer satisfaction that contains service quality and such other attributes as price, convenience, and innovation. The proposed framework of customer satisfaction was verified empirically yielding four distinct facets for business customers and five for individual customers. The performance implications of the customer satisfaction instrument are also explored. What is shown is that customer segments, in fact, yield statistically different satisfaction scores, which verifies the managerial value of customer segmentation practices. Finally, the facets of customer satisfaction as explanatory cues for the switching behavior of individual and business customers were tested successfully.

Goal programming & data envelopment analysis (GoDEA) for target-based multi-level planning: Allocating central grants to the Greek local authorities

Abstract In this paper we develop an interface between Goal programming and Data Envelopment Analysis (GoDEA) in order to integrate target setting and resource allocation in multi-level planning problems. Data Envelopment Analysis (DEA) has been traditionally used for assessing the performance of individual decision making units and, therefore, necessary extensions are needed to apply DEA principles to the global organisational level without, however, losing its attractive features. The method was originally developed as an aid to the reorganisation of the allocation of central funds to local authorities in Greece.

The Use of Data Envelopment Analysis in Banking Institutions: Evidence from the Commercial Bank of Greece

Since 1988, the Commercial Bank of Greece (CBG) has instituted performance measurement systems for bank branches using data envelopment analysis (DEA). This is the first application of DEA in Greece and among the few around the world that have resulted in continuous use of the method within a large-scale organization. The project was undertaken by a mixed team of banking experts assisted by academics specializing in developing bank branch performance measurement systems. During the project (1988--1994) the performance measurement technology was transferred and acquired by the staff of the bank. Various methodological issues arose during this study regarding the objectives of assessing branch performance, the importance of input/output sets in assessing branch efficiency, and the behavioral implications of management control systems. The CBG (Commercial Bank of Greece) has accepted data envelopment analysis as a useful tool for assessing branch performance and for obtaining insights to support decisions.

Data envelopment scenario analysis for setting targets to electricity generating plants

Abstract The development of viable and challenging performance measurement systems in multi-unit organisations receives increased attention in recent years. Performance is no longer viewed as a static phenomenon that reflects the past history of operating systems. There is increasing appreciation for the value of performance scenarios which can be used to guide management for the expected performance consequences of alternative policies. In this paper we demonstrate how data envelopment analysis can be used to develop policy making scenarios that would enable managers to identify the response of productive units such as power plants to different priorities regarding demand of services, costs and pollution emissions.

Performance improvement decision aid systems (PIDAS) in retailing organizations using data envelopment analysis

This paper investigates the usefulness of Data Envelopment Analysis (DEA) models to aid decision making in multi-level retail organizations. It is argued that market efficiency is a key performance measurement dimension in retail organizations. The paper proposes three variants of market efficency that correspond to different tiers of management in a multi-level setting. The disentanglement of market efficiency will lead to the development of the Performance Improvement Decision Aid System (PIDAS) which seeks to classify units on clusters of different performance profile. The method is illustrated using data from a restaurant chain in the UK.

Another look into the agenda of customer satisfaction: focusing on service providers’ own and perceived viewpoints

Customer satisfaction is increasingly considered to be a basic determinant of business success, one that has considerable effect on firm performance (customer retention, re‐purchase and profitability). Seeks to add to previous but limited attempts to assess the service providers’ understanding of the satisfaction of their customers. The indirect assessment of customer satisfaction draws on management’s ability to differentiate between the quality of the provided services as perceived by themselves and as they think it is perceived by their customers. Develops a service satisfaction construct by making use of previous research instruments that have been developed to assess customer satisfaction from the customers’ perspective. Contests and tests empirically a five‐dimensional construct which comprises interactive, corporate, physical, price and convenience dimensions. Uses empirical data from a sample of 270 retail bank managers in Greece in order to test the hypotheses.

Assessing the comparative spatial disadvantage (CSD) of regions in the European Union using non-radial data envelopment analysis methods

Abstract In this paper we propose non-radial data envelopment analysis models for assessing the comparative spatial disadvantage (CSD) of the Level II regions of the European Union (EU). CSD is considered as a relatively new element of spatial efficiency which seeks to enhance the spectrum of the current methods used for assessing spatial inequality and dispersion. The paper also proposes a goal programming formulation for assessing “production” function coefficients of the social cohesion among the regions of the EU assuming elimination of the levels of comparative disadvantage.

Corporate customer behaviour towards financial services: empirical results from the emerging market of Greece

Examines issues related to the behaviour of corporate customers towards financial services in Greece. Deviates from the customary empirical approaches concerning customer satisfaction and loyalty issues since it is considered that banking, at the corporate level, entails issues that cannot be depicted into customer disconfirmation studies. Proposes a framework of analysis that draws on the assumption that corporate customers select their banking relationship on a product by product case. Furthermore, there is differentiation between the dominant criteria of bank selection with price not exhibiting the expected widespread dominance over other types of selection criteria. The empirical analysis was based on a sample of 468 Greek enterprises drawn from a population of the 2,197 largest and profitable Greek enterprises in Greece. Using methodologies of multidimensional scaling, MANOVA and multivariate discriminant analysis the study has shown that the extent to which individual firms are captured in global banking relationships can be explained.

Technical efficiency and economies of scale in state owned enterprises: The Hellenic telecommunications organisation

Abstract In this paper we propose methodologies for assessing the relative efficiency of state owned enterprises that operate under monopolistic conditions. Irrespective of the ownership structure (private or public) monopolistic operation is often given unclear/conflicting operating objectives by their principals or regulators and thus efficiency should be assessed using alternative objectives such as cost, production and revenue. On the methodological side the paper employs parametric functional forms using ordinary least squares and goal programming methods of estimation. A secondary estimation stage was also pursued with the input/output variables of the models being corrected for technical inefficiency. The methodology was applied to examine the technical efficiency and economies of scale of the Hellenic telecommunications organisation over the period 1971–1993.