Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies
AbstractImportance-performance analysis is utilised to compare the perceptions held by bank customers regarding selected service delivery technologies (SDTs) such as automated teller machines (ATMs), telephone banking and internet banking. Bank patrons in the United Kingdom and the United States are surveyed to examine which service delivery factors they consider to be most important toward assessing the performance of SDTs offered by banking institutions. Customer views are plotted onto importance-performance grids which offer banking strategists a straightforward, graphic illustration of service factors that patrons consider to be salient and well-addressed by current installations of bank SDTs in each respective nation. The grids also offer heuristic decision guides for translating customer perceptions into strategic allocations of organisational investments toward SDTs.
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Bibliographic InfoArticle provided by Inderscience Enterprises Ltd in its journal Int. J. of Financial Services Management.
Volume (Year): 1 (2005)
Issue (Month): 1 ()
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Web page: http://www.inderscience.com/browse/index.php?journalID=76
banking services; financial services; cross cultural comparison; customer perception; customer service; importance performance analysis; resource allocation; service delivery technologies; service performance; service quality; service strategy; new technologies; automated teller machines; ATMs; telephone banking; internet banking.;
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