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Service quality in the banking sector: the impact of technology on service delivery

Mathew Joseph (Associate Professor of Marketing, School of Business, Georgia College & State University, Georgia, USA)
Cindy McClure (Graduate in Marketing, School of Business, Swinburne University, Melbourne, Victoria, Australia)
Beatriz Joseph (Lecturer in Marketing, School of Business, Georgia College & State University, Georgia, USA)

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 1 July 1999

16307

Abstract

The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. This research investigates the role that technology plays in Australian banking and its impact on the delivery of perceived service quality. A sample of 440 electronic banking customers was taken and 300 useable questionnaires were analysed. Using the Hemmasi et al. importance‐performance grid, results indicated that consumers have perceptual problems with some aspects of electronic banking. Some strategic implications are discussed.

Keywords

Citation

Joseph, M., McClure, C. and Joseph, B. (1999), "Service quality in the banking sector: the impact of technology on service delivery", International Journal of Bank Marketing, Vol. 17 No. 4, pp. 182-193. https://doi.org/10.1108/02652329910278879

Publisher

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MCB UP Ltd

Copyright © 1999, MCB UP Limited

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