Name: ELIZABETH PERINI DE FREITAS
Publication date: 30/05/2025
Examining board:
Name |
Role |
|---|---|
| ANDRÉ NUNES MARANHÃO | Examinador Externo |
| BRUNO DE ALMEIDA VILELA | Presidente |
| FLAVIA MENEGUELLI RIBEIRO SETUBAL | Examinador Interno |
| RUI FERNANDO CORREA FERREIRA | Examinador Externo |
Summary: 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.
