EFFICIENCY ANALYSIS WITH DEA METHOD OF THE SUPPORT SERVICES IN UNIVERSITIES: A CASE STUDY

This paper introduces an empirical research to evaluate the relative efficiency of faculty secretariats from a higher education institution. The relative efficiency scores have been determined with data envelopment analysis (DEA) method. The model used is variable returns to scale (VRS), oriented towards maximizing the outputs. The case study was designed considering that customer-orientation (satisfaction of teachers and students) is the most important factor for efficiency analysis. Data were obtained through on-line questionnaires addressed to faculty secretariats, students and teachers. The average number of employees in each secretariat for the period 2012-2015 was taken as input. Results from the particular case study show that DEA application to assess relative efficiency between different units of a university is a reliable approach by providing quantitative indicators for comparative analysis.