...Arun Kumar Kaushik; Zillur Rahman Purpose – The purpose of this paper is to analyze the various antecedent beliefs predicting customers’ attitudes toward, and adoption of, self-service technologies (SSTs) available in the banking industry. Design/methodology/approach – A descriptive...

...Koushiki Choudhury Purpose – The purpose of this paper is to understand the dimensionality of customer-perceived service quality and investigate the influence of service quality on customers’ purchase intentions. Design/methodology/approach – A modified SERVQUAL instrument was used...

...G.S. Sureshchandar; Chandrasekharan Rajendran; R.N. Anantharaman; T.J. Kamalanabhan There is considerable lack of literature with respect to service industry management, especially in the banking industry of developing economies. Attempts to bridge this gap. Critically examines the banking industry...

...Harmen Oppewal; Marco Vriens Proposes the use of integrated conjoint experiments to measure perceived service quality. It also demonstrates the process of modelling the hierarchical relations between operationally defined service attributes, strategically relevant service dimensions, and overall...

... influencing customer choice are reputation, price and service, but with certain variations related to the Polish context. Concludes with a discussion of the implications for marketing strategy formulation and implementation. The challenges facing the bankers now are in some way inherent to the Polish...

... Information systems Quality control Service Banks USA COMPUTERISED QUALITY ASSURANCE INFORMATION SYSTEMS 13 P rivate banks have been quicker to adopt computerised information systems than their public sector counterparts. Computerised Quality Assurance Information Systems: A Regulatory Agency...

...Anne M. Smith The UK clearing banks are aiming to gain a differential advantage by improving the quality of their service. Some of the findings of a research study which explored the determinants of service quality as perceived by a sample of 50 small businesses are reported. Small business...

...John L. Tarver Banks are increasingly trying to gain a competitive edge by means of technological, legal and geographical bases. Enterprise differentiation through personnel marketing may be now more effective, distinguishing a bank by its service delivery rather than mere availability. This new...

...Trevor Watkins A particular aspect of bank marketing is considered — that of service provision for customers. It is postulated that an investigation of ways of minimising the total cost of provision, including the cost of lost customers, can be made using computer‐based simulation techniques...

...David Buswell Service is a vital, multi‐dimensional ingredient of the relationship between customers and their bank, or, more especially, their branch. Further, word‐of‐mouth recommendation is a valuable source of new business and is often based upon the range of services available. It is therefore...