Openly accessible

How bank branches affect customer service quality perceptions.

Lee, Alvin and Mizerski, Kate 2005, How bank branches affect customer service quality perceptions., in Proceedings of the 7th International Research Conference on Quality Innovation and Knowledge Management : Applications and Synethesis in the Global Economy, Monash University, Conference Management Office, Melbourne, Vic..

Attached Files
Name Description MIMEType Size Downloads
lee-howbankbranches-2005.pdf Published version application/pdf 619.08KB 154

Title How bank branches affect customer service quality perceptions.
Author(s) Lee, Alvin
Mizerski, Kate
Conference name International Research Conference on Quality Innovation and Knowledge Management (7th : 2005 : Kuala Lumpur, Malaysia)
Conference location Kuala Lumpur, Malaysia
Conference dates 16-18 Feb. 2005
Title of proceedings Proceedings of the 7th International Research Conference on Quality Innovation and Knowledge Management : Applications and Synethesis in the Global Economy
Editor(s) Sohal, Amrik
Cooney, Richard
Publication date 2005
Conference series International Research Conference on Quality, Innovation and Knowledge Management
Publisher Monash University, Conference Management Office
Place of publication Melbourne, Vic.
Summary The Australian banking industry has changed significantly with the introduction of electronic banking technology. This has led to a situation where facilities such as ATM machines and Internet Banking have become increasingly important in the service delivery process. Traditionally, there has been relatively little research into the role facilities play in service satisfaction. There is also little literature about how customers interact with service facilities. This has left banks grappling with facility design and planning issues. This article examines how Australian bank customers interact with local banking facilities by investigating five aspects of the service facility: Access, Atmospherics, Waiting Time, Technology, and Security. Findings suggest that facilities have a significant impact on customer satisfaction levels. Convenient and easy access, security, and a comfortable level of technology were identified by customers as the most important factors influencing their satisfaction levels.
Notes Reproduced with the kind permission of the copyright owner.
ISBN 0732622778
9780732622770
Language eng
Field of Research 150599 Marketing not elsewhere classified
Socio Economic Objective 910403 Marketing
HERDC Research category E1.1 Full written paper - refereed
Copyright notice ©2005, Monash University
Persistent URL http://hdl.handle.net/10536/DRO/DU:30036215

Document type: Conference Paper
Collections: School of Management and Marketing
Open Access Collection
Connect to link resolver
 
Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved.

Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.

Versions
Version Filter Type
Access Statistics: 96 Abstract Views, 154 File Downloads  -  Detailed Statistics
Created: Wed, 10 Aug 2011, 09:35:08 EST

Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.