A multivariate model of integrated branch performance and potential focusing on personal banking

摘要: Existing methodologies of bank branch performance analysis are dominated by accounting and financial measures that inherently generate information a retrospective nature. The outcomes possible misleading assessment branch's economic viability misguided planning decisions in reconfiguring branch. ... This study develops three principal models for an integrated personal banking performance, based on data collected from branches major Australian trading bank. In conclusion, the delivers model overall performance comprised eight variables; overall potential also variables,- and, a discriminant five predictors two functions with validated coefficients, cross-validated correct classification rate. In addition, scales developed such constructs as customer service quality managerial competence can be applied independent regression discriminant models. It is submitted findings used concerning reconfiguring, closing, or opening branches. Furthermore, could assist minimising gap between current potential, focusing attention treatment variables controllable management.