The role of automated banking service in customer retention
conference contribution
posted on 2017-12-06, 00:00authored byMohammad Al-Hawari, Antony Ward
Bank automated services, which include ATMs, telephone, and internet banking, are a relatively new method ofdelivering bank services to retail customers. These delivery methods have become an increasingly important technique to retain customers in today's dynamic banking environment. This study empirically investigated the relationship between three automated banking services and customer retention. The study is important as the research provides a practical insight into banking in Australia concerning the role of automated banking services for retaining customers. Research findings indicated a significant influence of bank automated service quality on retention rates. In particular, ATMs and telephone banking played a vital role in retaining customers, while internet banking was not found to have a significant role. It is essential for bank managers to focus on automated service quality in order to increase retention rates. These delivery methods require banks to continue to encourage customers to use bank automated delivery services.
Funding
Category 1 - Australian Competitive Grants (this includes ARC, NHMRC)
History
Start Page
1
End Page
7
Number of Pages
7
Start Date
2004-01-01
Location
Wellington, N.Z.
Publisher
Victoria University of Technology
Place of Publication
Wellington
Peer Reviewed
Yes
Open Access
No
External Author Affiliations
Conference; Faculty of Business and Law; TBA Research Institute;
Era Eligible
Yes
Name of Conference
Australian & New Zealand Marketing Academy. Conference