Service quality in the banking sector: the impact of technology on service delivery

Service quality in the banking sector: the impact of technology on service delivery The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. This research investigates the role that technology plays in Australian banking and its impact on the delivery of perceived service quality. A sample of 440 electronic banking customers was taken and 300 useable questionnaires were analysed. Using the Hemmasi et al. importance-performance grid, results indicated that consumers have perceptual problems with some aspects of electronic banking. Some strategic implications are discussed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Bank Marketing Emerald Publishing

Service quality in the banking sector: the impact of technology on service delivery

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Publisher
Emerald Publishing
Copyright
Copyright © 1999 MCB UP Ltd. All rights reserved.
ISSN
0265-2323
DOI
10.1108/02652329910278879
Publisher site
See Article on Publisher Site

Abstract

The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. This research investigates the role that technology plays in Australian banking and its impact on the delivery of perceived service quality. A sample of 440 electronic banking customers was taken and 300 useable questionnaires were analysed. Using the Hemmasi et al. importance-performance grid, results indicated that consumers have perceptual problems with some aspects of electronic banking. Some strategic implications are discussed.

Journal

International Journal of Bank MarketingEmerald Publishing

Published: Jul 1, 1999

Keywords: New technology; Service quality; Customer satisfaction; Australia

References

  • Importance‐performance analysis and the measurement of service quality
    Ennew, C.T; Reed, G.V; Binks, M.R.
  • Service quality in education: a student perspective
    Joseph, M; Joseph, B
  • Service Marketing
    Lovelock, C.

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