A Six Sigma and DEA Framework for Quality Assessment in Banking Services
This study proposes a methodology that combines Six Sigma and Data Envelopment Analysis (DEA) to measure the quality of banking services. The proposed framework emphasizes seven essential quality dimensions: prompt response, efficient channels, fraudulence, processes, dependable service, credibility...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2024-11-01
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| Series: | Administrative Sciences |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2076-3387/14/11/295 |
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