Benchmarking Efficiency of Bank Branches: A Case Study of Bintan Bank in Malaysia

Asish Saha, Yusnidah Ibrahim and Siew Goh Yeok
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Asish Saha: FLAME University, India
Yusnidah Ibrahim: Universiti Utara Malaysia, Malaysia
Siew Goh Yeok: Universiti Utara Malaysia, Malaysia

Asian Case Research Journal (ACRJ), 2018, vol. 22, issue 02, 239-254

Abstract: Bintan Bank, a mid-sized banking group in the country was trying to evolve a more robust approach to benchmarking the performance of its retail branches. The ratio analysis framework adopted by the Bank in the said exercise was not able to provide a holistic view of branch performance and assist the Bank in setting business targets for its individual branches while finalizing its Business Plan. The Bank invited academic experts to guide the Bank in the benchmarking exercise. Experts worked with the Bank in evolving a comprehensive approach to benchmark branch performance using Data Envelopment Analysis (DEA) Framework. The case narrates the process adopted by the experts and provides solutions to the problem at hand of the Bank.

Date: 2018
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DOI: 10.1142/S0218927518500104

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