 A framework to evaluate video banking kiosksJc Paradi and A Ghazarian-Rock Omega, 1998, vol. 26, issue 4, 523-539 Abstract: Canadian retail banking customers expect more information, wider choices and greater convenience when they bank. At the same time banks are trying to reduce their costs in the traditional bank branch network as well as add many new products (stock sales, investments, new types of lending etc.). To fulfil these requirements, a new electronic retail banking service delivery mechanism has been introduced, the video banking kiosk. This is a stand-alone unit where retail customers, at remote locations, can interact with personal bankers (servers) at call centres via video conferencing and telecomputing capabilities. The results of our research present a framework for measuring with his/her workstation. Application of this framework can provide bank management with additional insight to plan all the requirements for server training. The framework contains suggestions for methodology to determine customer profiles, establish time standards, determine service quality delivered by the servers and evaluate workstation design. This framework was applied to the Royal Bank of Canada's 'Video Banking Services' pilot. Date: 1998 Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:jomega:v:26:y:1998:i:4:p:523-539 Ordering information: This journal article can be ordered from Access Statistics for this article Omega is currently edited by B. Lev More articles in Omega from Elsevier |
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