Determining Sales Performance Efficiency in Bank X Using Data Envelopment Analysis (DEA) Model

The profitability of the bank is determined by how well the salespeople can generate revenue through their activities.Bank X, a private-owned bank in Indonesia, faced a persisting challenge of performance discrepancy.This situation indicates the difference in the efficiency of the salespeople or Relationship Managers in creating output for the bank.The analysis focuses on the sixteen branches located in Jakarta.Using the two-stage Data Envelopment Analysis (DEA) model, the calculation considers input, intermediary measures, and output to be included based on the data acquired from each branch.The result shows that some branches scored perfect efficiency in processing input into intermediary measures and intermediary measures into output.These branches are compared to those with non-perfect efficiency results and compared across three different perspectives to understand their reasons for disparity: demography, competency, and personality of the salespeople.The study also discussed the possibility of differences in personality traits between branches with perfect efficiency and non-perfect efficiency.Furthermore, based on the DEA model, the result can provide for future implementation in human capital improvement.