Title: Service sector performance by a non-parametric approach: a critical review

Authors: Preeti; Supriyo Roy

Addresses: Department of Management, Birla Institute of Technology, Mesra, Ranchi, Jharkhand 835215, India ' Department of Management, Birla Institute of Technology, Mesra, Ranchi, Jharkhand 835215, India

Abstract: Due to intangibility and heterogeneity of the service sector, measuring and benchmarking the performance is a critical issue. Over the years, many researchers have focused on measuring the performance of the service sector using the non-parametric approach. Present study carried out an extensive literature survey targeting the performance measurement in the service sector using data envelopment analysis (DEA), a non-parametric approach. An attempt has been made primarily to showcase a holistic list of different models of DEA as applicable in diverse sectors in the Indian economy. The implications of the findings will prove beneficial in quantifying pros and cons of the different policy devised by the practitioners in the banking sector of Indian economy. The outcome of the study will be helpful for researchers as well as academicians in identifying the possible models of DEA that may be used to benchmark the performance of the concerned sector while identifying factors that affects the performance.

Keywords: service sector; Indian banking system; data envelopment analysis; DEA; non-parametric approach; performance.

DOI: 10.1504/IJPMB.2021.116628

International Journal of Process Management and Benchmarking, 2021 Vol.11 No.4, pp.455 - 477

Received: 18 Jan 2019
Accepted: 20 Apr 2019
Published online: 28 Jul 2021 *

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