Are you being served? : further research implications of the Australian banking industry from a commercial customer perspective

Technology has dramatically altered the way businesses operate in a Business-to-Business (B2B) context. Furthermore, technology has had profound influences on services, and has altered the way services are delivered (Bitner, Ostrom and Meuter, 2002), particularly with the increased use of self-service technologies (SSTs). Electronic banking is one technology that has streamlined business transactions, encouraged by banks as a way to reduce service delivery costs and improve service quality for customers (Australian Bankers Association, 2000). These changes in banking have forced banks to offer their customers more options, giving more flexibility and choice for all customers (Laukkanen and Pasanen, 2005). This paper will look at further research to be carried out by the author.