Service quality in the banking sector: the impact of technology on service delivery

Investigation of the role that technology plays in Australian banking and its impact on the delivery of perceived service quality indicated that consumers have perceptual problems with some aspects of electronic banking.

Abstract

The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. This research investigates the role that technology plays in Australian banking and its impact on the delivery of perceived service quality. A sample of 440 electronic banking customers was taken and 300 useable questionnaires were analysed. Using the Hemmasi et al. importance‐performance grid, results indicated that consumers have perceptual problems with some aspects of electronic banking. Some strategic implications are discussed.