Title: Impact of customer-centric technologies on retail banking
Author: Rajagopal, Ananya Rajagopal
Monterrey Institute of Technology and Higher Education, ITESM, Graduate School of Administration and Management (EGADE), Mexico City Campus, 222, Calle del Puente, Col. Ejidos de Huipulco, Tlalpan, 14380 DF, Mexico.
HR Business Support, LatAm International, HSBC Corporate Office, Mexico
Abstract: This paper attempts to critically examine the available literature on the subject, discuss a model that provides a managerial framework for analysing the variables associated with customer value and identify potential research areas. The discussion draws conceptual impetus from new technologies in banking services through Self-Service Technologies (SSTs) in banking as a tool for optimising profit. The paper proposes criteria for successful internet-banking strategy and brings out benefits of e-banking from the point of view of banks, technology and customer values. Authors suggest application of technology in enhancing customer value in banking services.
Keywords: self-service technologies; customer-centric technology; banks; customer value; internet; world wide web; online banking; electronic banking; e-banking; retail banking; new technologies; financial services; profit optimisation; strategic management; business competition; business growth.
Int. J. of Business Competition and Growth, 2010 Vol.1, No.2, pp.147 - 161
Available online: 16 Jul 2010