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Retail bank customer preferences: personal and remote interactions

Durkin, Mark, McCartan-Quinn, Danielle, O'Donnell, Aodheen and Howcroft, Barry (2003) Retail bank customer preferences: personal and remote interactions. International Journal of Retail & Distribution Management, 31 (4). pp. 177-189. ISSN 0959-0552

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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.

Item Type: Article
Subjects: H Social Sciences > HG Finance > Banking
H Social Sciences > HF Commerce > Customer Service
Divisions: School of Business > Staff Research and Publications
Depositing User: Caoimhe Ní Mhaicín
Date Deposited: 07 Nov 2017 09:21
Last Modified: 07 Nov 2017 09:21

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