The role of process designs in efficiency analysis: An empirical investigation of the retail banking industry
This thesis explores the role of process efficiency in retail banking. The primary intent is to understand the interaction of human resource and technology management practices as they relate to process performance. We utilize conventional methods of frontier estimation to structure our inquiry, and then develop and expand upon these models for the purpose of increasing their empirical applicability. Older methods position efficiency as a uni-dimensional performance measurement in which analysis is limited to estimating the effects of inputs or outputs exclusively. Our work allows for the simultaneous consideration of improvements in both input and output spaces, and therefore offers an important new method for the realistic estimation of efficiency. These methodological innovations are then applied to the study of process performance in the financial services industry, where we assess the effects of specific management practices and offer systematic methods of evaluation and prescriptions for improvement.
Frei, Francis Xavier, "The role of process designs in efficiency analysis: An empirical investigation of the retail banking industry" (1996). Dissertations available from ProQuest. AAI9627922.