Práticas gerenciais e benchmarking: impactos na eficiência de agências bancárias especializadas no segmento de micro e pequenas empresas (MPE)
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Data
2025-05-30
Autores
Freitas, Elizabeth Perini de
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Universidade Federal do Espírito Santo
Resumo
This study aims to propose a strategic framework based on internal benchmarking to identify, systematize, and disseminate managerial practices that promote operational and financial efficiency in banking branches specialized in serving Micro and Small Enterprises (MSEs). A mixed-method approach was adopted, structured in three complementary stages. The quantitative phase was conducted using Data Envelopment Analysis (DEA), specifically the output-oriented CCR model, which assessed the relative efficiency of 23 branches and revealed significant performance heterogeneity, with eight units positioned on the efficient frontier (DEA = 1), serving as internal benchmarks. Complementary statistical analyses, linear regression and analysis of covariance (ANCOVA), explored the relationship between organizational variables and efficiency levels, confirming that performance is primarily driven by the strategic mobilization of internal resources rather than contextual factors. The qualitative phase involved semi-structured interviews with branch managers, grounded in Slack’s Importance–Performance Matrix, which enabled the identification of managerial perceptions and differentiated patterns between efficient units, focused on continuous improvement and strategic alignment, and inefficient ones, characterized by limited adaptability. Data triangulation strengthened the analytical robustness of the investigation and supported the development of an applied model structured in five stages: identification, analysis, systematization, dissemination, and continuous monitoring. The findings contribute to both managerial practice and academic advancement by offering structured mechanisms for transforming underperforming units into strategically efficient ones.
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Eficiência operacional , Micro e Pequenas Empresas (MPE) , Análise Envoltória de Dados (DEA)