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This research aims at proposing a model of performance evaluation for the commercial bank branches in a given region through the AHP model, comparing them with the current model according to their productivity. We also present the literature review and methodology used for the survey. Then we validate the model’s current performance evaluation of bank branches with the AHP, observing the same results. From the validation, we propose a new model based on the critical analysis of the current model for performance evaluation of bank branches of a financial institution. The proposed model proves to be efficient, since the results recognize that most agencies have developed their business efficiency, given the human, physical and technological resources.

Proposição de um modelo para avaliação de desempenho multicritério de uma agência bancária por meio do Analytic Hierarchy Process (AHP)