Human Tellers: Who Needs Them?

Abstract

Human tellers are still the primary means of product delivery, despite the trend towards electronic and remote banking. In New Zealand, there exists a newly deregulated environment in the financial services industry. Therefore a “customer‐oriented” approach is needed to achieve customer satisfaction. Amongst ATM card holders the majority still used human tellers, on a regular basis. This pointed to the fact that there are a number of improvements to be made in two categories; impolite/inefficient tellers; queuing difficulties.

Citation

Marr, N.E. and Prendergast, G. (1990), "Human Tellers: Who Needs Them?", International Journal of Bank Marketing, Vol. 8 No. 2, pp. 32-39. https://doi.org/10.1108/02652329010003142