Evaluating banks' performance in handling customer complaints during the COVID-19 outbreak via DEA and based on ISO-10002:2018

This paper aims to measure and evaluate the performance of units and branches of banks, especially during the COVID-19 outbreak.

Design/methodology/approach:

 23 bank branches were measured and compared from the perspective of ISO10002:2018 using data envelopment analysis (DEA) based on an additive model with undesirable data. Performance assessment indicators were designed based on ISO 10002:2018 and a balanced scorecard (BSC) in four financial, growth and learning, internal process, and customer dimensions.

The results indicated that among all private banks, 14 banks were inefficient (Iran Zamin, Eghtesad Novin (EN), Ayandeh, Parsian, Pasargad, Middle East, Refah, Mellat, Saderat, Qavamin, Karafarin, Tourism, Saman, Mehr Iran) and the others were efficient (Tejarat, Mehr-e-Eqtesad, Sarmayeh, Shahr, Resalat, Ansar, Mehr Iran, Sina, Day, Hekmat Iranian).

Practical implications:

 The results determined the efficiency level and the change rate in the data (ISO 10002:2018 indicators) for inefficient banks to reach the border of efficiency and to optimize their performance. Such an issue can be used in management and planning to improve the performance of banks.

Originality/value: 

Using customer complaints and customer satisfaction in studying banks' performance can provide better insight into improving the quality of services. Among the various matters in customer complaints, measuring and evaluating the performance of units and branches of banks, especially during the COVID-19 outbreak, via DEA and based on ISO-10002:2018 distinguishes this study from previous studies.