An empirical evaluation of US bank customer perceptions of the impact of technology on service delivery in the banking sector

Joseph, Mathew; Stone, George Winchester

doi:10.1108/09590550310469185

Cited by 153 publications

(141 citation statements)

References 31 publications

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“…Specific attributes of ATM banking were adopted from empirical researches; Al Hawari et al (2006), Athanassopoulos (2000), Davies et al (1996), Howcroft (1991), Joseph and Stone (2003), Moutinho and Brownlie (1989), Patricio et al (2003), and Yavas et al (2004). 25 ATM banking attributes in total were adopted from empirical studies and were categorized into the five service quality dimensions of tangibles, reliability, responsiveness, assurance and empathy (Parasuraman, et al, 1988).…”

Section: Research Modelmentioning

confidence: 99%

Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi

Mwatsika¹

2016

IJBER

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Automated teller machine banking has become a significant channel for banking products and services behind branch banking in Malawi and banks continue to invest in new and efficient technologies that can handle more functions that include cash depositing to attract more customers and achieve customer satisfaction with the banks. 353 respondents participated in this study to assess the impact of Automated teller machine banking performance on customer satisfaction with banks. The study adopted a performance only approach to measuring customer satisfaction. A self administered questionnaire containing multi-dimension and multi-attribute Likert measurement scales was used where respondents rated the performance only and their satisfaction with Automated teller machine banking and satisfaction with their respective banks. Using SPSS, regression analysis of satisfaction with Automated teller machine banking performance and satisfaction with the bank was conducted and the results indicate that performance of automated teller machine banking has 40 percent predictive capability of customer satisfaction with the bank. The study further found that despite influencing customer satisfaction with the bank, Automated teller machine banking has no capability to attract customers to switch banks. Therefore banks could improve their customer satisfaction ratings through improvements in Automated teller machine banking services but where the banks wish to attract customers from rivals, alternative marketing strategies should be sought.

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Section: Research Modelmentioning

confidence: 99%

Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi

Mwatsika¹

2016

IJBER

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“…Previous IPA research regarding banking customers' perceptions of bank service delivery technologies have focused on single-country studies including the United States (Joseph and Stone, 2003), Australia and the United Kingdom (Ennew et al, 1993). While the aforementioned studies have provided useful insights regarding customer perceptions within a single nation, these inquiries do not explicitly compare bank customer perceptions across two or more nations.…”

Section: Introductionmentioning

confidence: 99%

“…Customers may also differ as to the degree of importance they place upon various service quality evaluation criteria such as the speed and efficiency in consummating a service transaction, accuracy of the outcome of a transaction, feelings of autonomy and self-control during a transaction, widespread accessibility to a service, ease of understanding of how to use a service, amount of time spent waiting in a service delivery queue, feelings of personal comfort and safety, availability of employees to handle complaints, confidence in the bank, personalised greetings from technologies/employees and aesthetic surroundings (Joseph and Stone, 2003).…”

Section: Strategic Perceptions Of Banking Service Delivery Technologiesmentioning

confidence: 99%

“…There is a precedent for using IPA to gain a better understanding of banking customer perceptions of selected service factors (Ennew et al, 1993;Joseph et al, 1999;Joseph and Stone, 2003;Swinyard, 1980). Others have used IPA to study customer perceptions of service quality in healthcare (Hawes and Rao, 1985) and to interpret student evaluations of educational services (Ford et al, 1999;Ortinau et al, 1989).…”

Section: Introductionmentioning

confidence: 99%

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

Joseph¹,

Allbright²,

Stone³

et al. 2005

IJFSM

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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.

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“…Further, the marketing literature has recognized the importance of developing and maintaining enduring relationships with customers of service businesses (Henning-Thurau et al, 2002) and as cited in So and Speece (2000), Perrien et al (1992) suggested that strong competitive pressure has forced financial institutions to revise their marketing strategies and to stress long-lasting relationships with customers. Indeed, Joseph and Stone (2003) indicated that the importance of service delivery and its impact on improving satisfaction and retention of customers cannot be overstated. Mobolaji (2009) studied banking development, human capital and economic growth in Sub-Saharan Africa (resource challenged environment) and posited that despite the myriads of hope, growth and performance of Africa has been very poor.…”

Section: Service Delivery In Developing Countries Context -Literaturementioning

confidence: 99%

Service Quality in the Banking Sector in Ghana

Okoe¹,

Adjei²,

Osarenkhoe³

2013

IJMS

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In the contemporary business milieu and "era of customer", delivering quality service is a sine qua non in ongoing strategy of most business firms and constitutes integral ingredient for success and survival in present day´s competitive environment. This study investigates the role that service quality plays in the Ghanaian banking sector and its impact on service delivery. A sample of 400 customers encompasses four major indigenous and foreign banks. SERVQUAL dimensions of service quality were used to structure the questionnaire. William L. Boyd, Myron Leonard, and Charles White's Standard Instrument for weighting of rating of service quality attributes was the sampling procedure adopted. Data collected was analyzed using one sample T-test of the mean weighted differences between perception and expectation of customers. This, in an attempt to determine whether there is a significant gap between expectation and perception at 5% level of significance. Empirical findings from this study show that gaps exist between customers' expectations and perceptions of service delivery in all the banks even though the banks performed better on the tangibility dimension. Despite this observation, the banks retained their customers. This study, therefore, concludes that where a gap exists between customer expectation and perception of service delivery, service quality is perceived as low and customer dissatisfaction results. However, dissatisfied customers did not necessarily defect. The study therefore confirms the theory that service quality is a necessary but not a sufficient condition for maintaining strong relationship with customers.

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An empirical evaluation of US bank customer perceptions of the impact of technology on service delivery in the banking sector

Cited by 153 publications

References 31 publications

Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi

Impact of ATM Banking Performance on Customer Satisfaction with the Bank in Malawi

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

Service Quality in the Banking Sector in Ghana

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