Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies Online publication date: Sat, 22-Oct-2005
by Mathew Joseph, David Allbright, George Stone, Yasmin Sekhon, Julie Tinson
International Journal of Financial Services Management (IJFSM), Vol. 1, No. 1, 2005
Abstract: Importance-performance analysis is utilised to compare the perceptions held by bank customers regarding selected service delivery technologies (SDTs) such as automated teller machines (ATMs), telephone banking and internet banking. Bank patrons in the United Kingdom and the United States are surveyed to examine which service delivery factors they consider to be most important toward assessing the performance of SDTs offered by banking institutions. Customer views are plotted onto importance-performance grids which offer banking strategists a straightforward, graphic illustration of service factors that patrons consider to be salient and well-addressed by current installations of bank SDTs in each respective nation. The grids also offer heuristic decision guides for translating customer perceptions into strategic allocations of organisational investments toward SDTs.
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