Multimedia Technology in the Financial Services Sector: Customer Satisfaction with Alternatives to Face-to-Face Interaction in Mortgage Sales

Gareth Peevers, Gary Douglas and Mervyn A. Jack
Additional contact information
Gareth Peevers: The University of Edinburgh, UK
Gary Douglas: The University of Edinburgh, UK
Mervyn A. Jack: The University of Edinburgh, UK

International Journal of Technology and Human Interaction (IJTHI), 2011, vol. 7, issue 4, 17-30

Abstract: Participants (N=71) took part in mortgage interviews with a human agent interacting with a computer using four different communication modes: a standard video ink, a video link with video-data, the telephone and face-to-face. Video-plus-data came significantly higher in the rankings than phone. It is argued that video-plus-data was found to be more useful than phone, as it provided the participants with more feedback on their mortgage negotiation. Usability and preference were highest for face-to-face. Usability of video was significantly higher than video-plus-data. Comments made by the participants suggest that this may have been due to the split-attention effect and it is argued that this could be diminished by usability improvements. There were no significant differences in usability between the two video services and the telephone. Reasons for this are explored. Differences between genders were also discovered with the phone being judged to be less usable by male participants. If face-to-face mortgage interviews are to be supplemented by other communication channels then users would find video-plus-data the most acceptable, but there is much room for further improvements in usability.

Date: 2011
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 4018/jthi.2011100102 (application/pdf)

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:igg:jthi00:v:7:y:2011:i:4:p:17-30

Access Statistics for this article

International Journal of Technology and Human Interaction (IJTHI) is currently edited by Anabela Mesquita

More articles in International Journal of Technology and Human Interaction (IJTHI) from IGI Global
Bibliographic data for series maintained by Journal Editor ().