Customer Perceptions of Bank Service Delivery Technologies in the United States and England

Abstract

This study compares bank customer perceptions within the United Kingdom and the United States regarding selected bank service delivery technologies (including automated teller machines, automated menu-driven telephone answering services and Internet banking services). In particular, an important-performance analysis identifies service factors that customers consider to be salient and well-performed through current service delivery technologies offered by banking industries in each respective nation. Also discussed are selected service factors that customers indicate may require relatively less attention or more strategic investments by bank organizations..