District Performance of the ATMs by Alternative DEA Techniques

Abstract

The performance evaluation of the service industry has been always a challenging topic in the literature. In real life, these evaluations are generated in general by third party companies basing on financial ratios. Automated Teller Machines (ATMs) are the 7/24 customer contact point of the banks and their performance directly affects the banks overall performance. In this study, the ATM performances of a Turkish bank, located in a specific zone are evaluated with alternative Data Envelopment Analysis (DEA) models. The results of the case study are further evaluated by the experts and would be beneficial to approach ATM deployment problem.