Customer relationship management is a multiple perspective business paradigm which helps companies gaining competitive advantage through relationships with their customers. An integrated framework for evaluating CRM performance is an important issue which is not addressed completely in previous studies. The main purpose and the most important contribution of this study is introducing a framewor...

During financial crises, which suppress the profitability of banks, it is a common practice for management to aim to minimize inefficiencies in bank operations. This paper reports on an assessment of the efficiency in operations of homogenous branches of a large Greek bank, before and during the crisis, in two different areas: their efficiency in managing the economic record of the branches and...

Improving banks performance is important for investors, creditors and other stakeholders. IT as a strategic resource can help bank managers to gain competitive advantage by improving banks’ capabilities. The aim of this study is to investigate the impact of IT and two other variables on firm performance considering the moderating role of environmental dynamism and strategy. IT costs, number of ...

the purpose of this research is measuring and comparing service quality and ranking its dimensions in melli bank branches of esfahan city. for attaining this purpose systr-sq scale is used. this scale is special for measuring bank service quality. questionnaire drive from this scale is contained four dimensions and 21 question. dimensions are service system quality, behavioral system quality, s...

today, banks, as intermediaries, seek to attract and allocate resources to obtain greater benefit. therefore, the bank assessment is considered as an important subject in the banking industry. data envelopment analysis is an effective technique in evaluating the efficiency of decision-making units. there are factors among banking indices (such as receivables from resource allocation) that are i...

The performance evaluation of bank branches is a difficult task. One of the main reasons for this difficulty is the complexity inherent in the variety of aspects to be considered in the evaluation, and the multiple and conflicting interests of the different stakeholders involved. In this paper we aim to show how cognitive mapping and the MACBETH approach can be used to support the evaluation of...

We exploit the introduction and removal of a nation-wide bank branch licensing rule which sought to increase and equalize bank branch presence across Indian states to estimate the e¤ect of rural bank openings on poverty. Between 1977 and 1990, to qualify for a license to open a branch in a census location which already had one or more bank branches an Indian bank had to open four branches in lo...

Despite recent innovations that might have reduced banks’ reliance on brick-and-mortar branches for distributing retail financial services, the number of U.S. bank branches has continued to increase steadily over time. Further, an increasing percentage of these branches are held by banks with large branch networks. This paper assesses the implications of these developments by examining a series...