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

Mathew Joseph, David Allbright, George Stone, Yasmin Sekhon and Julie Tinson

International Journal of Financial Services Management, 2005, vol. 1, issue 1, 66-88

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.

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. (search for similar items in EconPapers)
Date: 2005
References: Add references at CitEc
Citations: View citations in EconPapers (12)

Downloads: (external link)
http://www.inderscience.com/link.php?id=7985 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijfsmg:v:1:y:2005:i:1:p:66-88

Access Statistics for this article

More articles in International Journal of Financial Services Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().