Title: Impact of customer-centric technologies on retail banking

Authors: Rajagopal, Ananya Rajagopal

Addresses: 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.

DOI: 10.1504/IJBCG.2010.034166

International Journal of Business Competition and Growth, 2010 Vol.1 No.2, pp.147 - 161

Available online: 16 Jul 2010

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