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Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies

Author

Listed:
  • Mathew Joseph
  • David Allbright
  • George Stone
  • Yasmin Sekhon
  • Julie Tinson

Abstract

Importance-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.

Suggested Citation

  • Mathew Joseph & David Allbright & George Stone & Yasmin Sekhon & Julie Tinson, 2005. "Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies," International Journal of Financial Services Management, Inderscience Enterprises Ltd, vol. 1(1), pages 66-88.
    • Handle: RePEc:ids:ijfsmg:v:1:y:2005:i:1:p:66-88
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    Citations

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    Cited by:

    1. Francisco Javier Forcadell & Elisa Aracil & Fernando Ubeda, 2020. "Using reputation for corporate sustainability to tackle banks digitalization challenges," Business Strategy and the Environment, Wiley Blackwell, vol. 29(6), pages 2181-2193, September.
    2. Silvance O. Abeka & Evance Ochieng¡¯ Abeka, 2012. "Percieved Importance and Perfomance of Information Systems in Azam Company- Dar Es Salaam," International Journal of Learning and Development, Macrothink Institute, vol. 2(3), pages 9-24, June.
    3. Aridah MAMOUN WALID & Ramadhan SHERZAD, 2020. "The impact of using electronic payment methods on transparency and disclosure: Case study Jordanian companies," Smart Cities and Regional Development (SCRD) Journal, Smart-EDU Hub, vol. 4(2), pages 117-138, June.
    4. Reema Bera & Bhargab Maitra, 2023. "Identification of Priority Areas of Improvement for Small Passenger Car Segment in Indian Market," Vision, , vol. 27(2), pages 225-242, April.
    5. Karim Charaf & Ahmed Fath-Allah Rahmouni, 2014. "Using Importance Performance Analysis to Evaluate the Satisfaction of Activity-Based Costing Adopters," Journal of Accounting and Management Information Systems, Faculty of Accounting and Management Information Systems, The Bucharest University of Economic Studies, vol. 13(4), pages 665-685, December.
    6. Chen, Pin-Zheng & Liu, Wan-Yu, 2019. "Assessing management performance of the national forest park using impact range-performance analysis and impact-asymmetry analysis," Forest Policy and Economics, Elsevier, vol. 104(C), pages 121-138.
    7. Toto Edrinal Sebayang & Dedi Budiman Hakim & Toni Bakhtiar & Dikky Indrawan, 2024. "The Investigation of Preference Attributes of Indonesian Mobile Banking Users to Develop a Strategy for Mobile Banking Adoption," JRFM, MDPI, vol. 17(3), pages 1-20, March.
    8. Esmailpour, Javad & Aghabayk, Kayvan & Abrari Vajari, Mohammad & De Gruyter, Chris, 2020. "Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 129-150.
    9. Sever, Ivan, 2015. "Importance-performance analysis: A valid management tool?," Tourism Management, Elsevier, vol. 48(C), pages 43-53.
    10. Azzopardi, Ernest & Nash, Robert, 2013. "A critical evaluation of importance–performance analysis," Tourism Management, Elsevier, vol. 35(C), pages 222-233.
    11. Mohamed M. Khalifa Tailab, 2020. "Using Importance-Performance Matrix Analysis to Evaluate the Financial Performance of American Banks During the Financial Crisis," SAGE Open, , vol. 10(1), pages 21582440209, January.

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