File(s) under permanent embargo
How bank branches affect customer service quality perceptions.
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.
History
Event
International Research Conference on Quality Innovation and Knowledge Management (7th : 2005 : Kuala Lumpur, Malaysia)Publisher
Monash University, Conference Management OfficeLocation
Kuala Lumpur, MalaysiaPlace of publication
Melbourne, Vic.Start date
2005-02-16End date
2005-02-18ISBN-13
9780732622770ISBN-10
0732622778Language
engNotes
Reproduced with the kind permission of the copyright owner.Publication classification
E1.1 Full written paper - refereedCopyright notice
2005, Monash UniversityEditor/Contributor(s)
A Sohal, R CooneyTitle of proceedings
Proceedings of the 7th International Research Conference on Quality Innovation and Knowledge Management : Applications and Synethesis in the Global EconomyUsage metrics
Categories
No categories selectedKeywords
Licence
Exports
RefWorks
BibTeX
Ref. manager
Endnote
DataCite
NLM
DC