An empirical study for measuring the success index of banking industry

Article history: Received October 1, 2011 Received in Revised form November, 14, 2011 Accepted 15 February 2012 Available online 5 March 2012 Measuring organization performance plays an important role for developing better strategic plans. In today's competitive environment, organizations attempt for the product quality or offering the service, delivery, reliability capability and the customer satisfaction. These properties are not measurable only by traditional financial criteria and we need a method, which could consider non-financial factors as well. The present study of this paper proposed a hybrid of balanced score card (BSC) and data envelopment analysis (DEA) method for an empirical study of banking sector. The study proposes a model for assessing the Tose`eTa`avon bank performance, which is an example of governmental credit and financial services institutes. The study determines different important factors associated with each four components of BSC and uses analytical hierarchy process to rank the measures. In each part of BSC implementation, we use DEA for ranking different units of bank and efficient and inefficient units are determined. © 2012 Growing Science Ltd. All rights reserved.