Retail bank customer preferences: personal and remote interactions

Abstract

The paper uses a questionnaire and a theoretical model of bank‐customer interaction preferences as the basis for examining the perceptions of retail bank customers regarding the use of remote delivery channels and the extent to which they still value traditional branch‐based face‐to‐face interactions. The empirical evidence suggests that despite the increase in remote banking, retail bank customers still place significantly greater emphasis on face‐to‐face contact. The implications of this finding are that if banks want to encourage widespread customer adoption of remote banking they must better understand customer attitudes towards alternative delivery channels and use this information to educate their customers on the tangible service benefits which emanate from remote delivery.

Citation

Durkin, M., McCartan‐Quinn, D., O’Donnell, A. and Howcroft, B. (2003), "Retail bank customer preferences: personal and remote interactions", International Journal of Retail & Distribution Management, Vol. 31 No. 4, pp. 177-189. https://doi.org/10.1108/09590550310469176