Automated teller machine performance evaluation using data envelopment analysis approach Online publication date: Thu, 15-Nov-2018
by Sajjad Shokouhyar; Azadeh Karimisefat
International Journal of Services and Operations Management (IJSOM), Vol. 31, No. 4, 2018
Abstract: Today, banks get involved in competition era such as other organisations and try to attract new customers while retaining their own customers. Automated teller machine (ATM) is one of those services. ATM has changed bank services that many experts have named this change as a revolution. ATM costs such as installation, deployment and operation costs on one hand and profitability and customer satisfaction on the other hand, have lead ATM efficiency evaluation to an important subject so banks focus on that area. Data envelopment analysis (DEA) is a non-parametric method measuring technical efficiency and a set of unit performance. By considering the efficiency of ATM and input-oriented CCR model, this research tries to measure the efficiency of 150 installed Sepah bank ATMs in Tehran based on costs and income and at the end suggests some solutions to related managers in order to improve their inefficient ATMs.
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