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

Joseph, M., Allbright, D., Stone, G., Sekhon, Y.K. and Tinson, J., 2005. Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies. International Journal of Financial Services Management, 1 (1), pp. 66-88.

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Official URL: http://www.inderscience.com/storage/f6210811124531...

DOI: 10.1504/IJFSM.2005.007985

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

Item Type:Article
ISSN:1460-6712
Uncontrolled Keywords: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.
Subjects:Technology > Business, Management and Marketing
Group:Business School > Centre for Research in Management
ID Code:782
Deposited By:INVALID USER
Deposited On:06 Dec 2007
Last Modified:07 Mar 2013 14:34

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