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Journal cover: International Journal of Bank Marketing

International Journal of Bank Marketing

ISSN: 0265-2323

Online from: 1983

Subject Area: Marketing

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Service quality in the banking sector: the impact of technology on service delivery


Document Information:
Title:Service quality in the banking sector: the impact of technology on service delivery
Author(s):Mathew Joseph, (Associate Professor of Marketing, School of Business, Georgia College & State University, Georgia, USA), Cindy McClure, (Graduate in Marketing, School of Business, Swinburne University, Melbourne, Victoria, Australia), Beatriz Joseph, (Lecturer in Marketing, School of Business, Georgia College & State University, Georgia, USA)
Citation:Mathew Joseph, Cindy McClure, Beatriz Joseph, (1999) "Service quality in the banking sector: the impact of technology on service delivery", International Journal of Bank Marketing, Vol. 17 Iss: 4, pp.182 - 193
Keywords:Australia, Banking, Customer satisfaction, New technology, Service quality
Article type:Research paper
DOI:10.1108/02652329910278879 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. This research investigates the role that technology plays in Australian banking and its impact on the delivery of perceived service quality. A sample of 440 electronic banking customers was taken and 300 useable questionnaires were analysed. Using the Hemmasi et al. importance-performance grid, results indicated that consumers have perceptual problems with some aspects of electronic banking. Some strategic implications are discussed.



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