중국 상업 은행의 효율성 및 서비스 품질

초록

Under the influence of the WTO, China has opened up its financial markets. This means that the banking industry is facing a more severe competitive environment and needs to improve the efficiency of its operations and meet the needs of customers who want improved service quality. Therefore, this study focuses on the improvement of operational efficiency and customer satisfaction with service quality in 20 state owned commercial banks. To analyze the efficiency using DEA, the data are collected from the 2015 Chinese Banking Statistics. The intermediate approach is used to select the input and output variables for DEA. To determine whether the cause of inefficiency is due to technical or scale efficiency, both CCR and BCC models are utilized. For the 12 banks out of 20 banks, the relationships between service quality and customer satisfaction are also addressed. Finally, the relationship between the efficiency and service quality is explored by utilizing the quadrant analysis method. Based on the results of the study, associated suggestions for improvement are proposed.

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