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The influence of internet banking and teller service quality on customer retention : a comparison study

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conference contribution
posted on 06.12.2017, 00:00 by Mohammad Al-Hawari, Antony Ward
While customers have historically used bank branches for transactions, internet banking has become an increasingly important technique to retain customers in today’s dynamic banking environment. This study empirically investigates the relative importance of bank tellers and internet banking services in influencing retail customer retention. The study is significant as it provides a practical insight into the differences between traditional and new internet banking service delivery channels for retaining customers in Australia. Therefore, bankers can identify the best strategies to maximise their competitive advantage. The results of this research show that delivering service through the traditional service channels (branches) has a stronger influence on increasing bank retention rates than internet banking. It is essential for bank mangers to have, as their first priority, the improvement of personal interactions with bank customers. Banks can then move forward to the quality issues of internet services.

Funding

Category 1 - Australian Competitive Grants (this includes ARC, NHMRC)

History

Start Page

10

End Page

17

Number of Pages

8

Start Date

01/01/2005

ISBN-10

064645546X

Location

Fremantlle, W.A.

Publisher

ANZMAC

Place of Publication

Perth, W.A.

Peer Reviewed

Yes

Open Access

No

External Author Affiliations

Conference; Faculty of Business and Informatics;

Era Eligible

Yes

Name of Conference

Australian & New Zealand Marketing Academy. Conference