Emerging Perspectives on Self Service Technologies in Retail Banking

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Emerging Perspectives on Self Service Technologies in Retail Banking

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Rajagopal () (Tecnológico de Monterrey, Campus Ciudad de México)
Ananya Rajagopal () (Banco Azteca, Grupo Salinas Mexico)

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Prof Rajagopal

Abstract

This paper attempts to critically examine the available literature on the subject, discuss a model that provides a managerial framework for analyzing the variables associated with customer value, and to identify potential research areas. The discussion draws conceptual impetus from new technologies in banking services through self service technologies in banking as a tool for optimizing profit. The discussion in the paper also analyzes the main criteria for successful internet-banking strategy and brings out benefits of e-banking from the point of view of banks, their technology and customer values and tentatively concludes that there is increasing returns to scale in the bank services in relation to the banking products, new technology and customer value.

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Paper provided by Tecnológico de Monterrey, Campus Ciudad de México in its series Marketing Working Papers with number 2007-07-MKT.

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Date of creation: Dec 2007
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Handle: RePEc:ega:wpaper:200707

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Find related papers by JEL classification:
G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Mortgages
M31 - Business Administration and Business Economics; Marketing; Accounting - - Marketing and Advertising - - - Marketing
O14 - Economic Development, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology
O33 - Economic Development, Technological Change, and Growth - - Technological Change - - - Technological Change: Choices and Consequences; Diffusion Processes

This paper has been announced in the following NEP Reports:

NEP-ALL-2007-12-15 (All new papers)
NEP-BAN-2007-12-15 (Banking)
NEP-MKT-2007-12-15 (Marketing)

References listed on IDEAS
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Adnan Kasman & Saadet Kirbas-Kasman, 2006. "Technical Change in Banking: Evidence From Transition Countries," International Journal of the Economics of Business, Taylor and Francis Journals, vol. 13(1), pages 129-144, February. [Downloadable!] (restricted)

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