IT to support service quality excellence in the Australian banking industry
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 1998
Abstract
Competitive advantage in the service industry is achieved through superior customer service. This paper looks at the ways in which IT is being used to support superior quality customer service initiatives in the highly competitive Australian banking industry. The extent to which the need to improve service quality influences IT planning and purchases, and shifts in the level of influence over recent years, are detailed. The link between IT‐supported quality customer service improvements and organisational performance is then discussed.
Keywords
Citation
Lloyd‐Walker, B. and Ping Cheung, Y. (1998), "IT to support service quality excellence in the Australian banking industry", Managing Service Quality: An International Journal, Vol. 8 No. 5, pp. 350-358. https://doi.org/10.1108/09604529810235808
Publisher
:MCB UP Ltd
Copyright © 1998, MCB UP Limited