Paper Title
ATM Performance Evaluation using Fuzzy DEA Methodology
Abstract
The service quality evaluation has been always a trend research topic. With the developing technology, and
increasing data flow the performance evaluation of financial services gained importance. In general, these studies
concentrate on efficiency of financial ratios of global banks or banking branches performance. In this study, we emphasize
the importance of the effective management of Automated Teller Machines (ATMs), which is the 7/24 contact point of a
bank with its customer and also potential customers. Therefore, we evaluate the performance of the ATMs employing Data
Envelopment Analysis (DEA), due to the linguistic evaluation of the experts a fuzzy DEA model had to be exercised. Two
fuzzy DEA models are applied to a case study, and results are compared.
Keywords - Performance Evaluation, Data Envelopment Analysis, Decision Making, Financial Services, Fuzzy Logic