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    This document discusses a study examining retail bank customers' preferences for personal interactions at branches versus remote interactions using digital channels. The study found that while remote banking is increasing, customers still place significantly more emphasis on face-to-face contact at branches. The authors suggest that if banks want to further encourage the use of remote channels, they need to better understand customers' attitudes and educate them on the benefits of digital options.

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    This document discusses a study examining retail bank customers' preferences for personal interactions at branches versus remote interactions using digital channels. The study found that while remote banking is increasing, customers still place significantly more emphasis on face-to-face contact at branches. The authors suggest that if banks want to further encourage the use of remote channels, they need to better understand customers' attitudes and educate them on the benefits of digital options.

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    Download as DOCX, PDF, TXT or read online from Scribd
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    Download as docx, pdf, or txt
    2 views1 page

    Lit Review

    Uploaded by

    rajeshkannanpn
    This document discusses a study examining retail bank customers' preferences for personal interactions at branches versus remote interactions using digital channels. The study found that while remote banking is increasing, customers still place significantly more emphasis on face-to-face contact at branches. The authors suggest that if banks want to further encourage the use of remote channels, they need to better understand customers' attitudes and educate them on the benefits of digital options.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
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    Download as docx, pdf, or txt
    of 1

    Retail bank customer preferences: personal and remote

    interactions

    Document Information:
    Title: Retail bank customer preferences: personal and remote interactions
    Author(s): Mark Durkin, (Mark Durkin is a Lecturer at the School of Marketing,
    Entrepreneurship and Strategy, University of Ulster, Newtownabbey, Northern
    Ireland, UK.), Danielle McCartan-Quinn, (Danielle McCartan-Quinn is a Lecturer at
    the School of Marketing, Entrepreneurship and Strategy, University of Ulster,
    Newtownabbey, Northern Ireland, UK.), Aodheen O’Donnell, (Aodheen O’Donnell
    is a PhD Student, at the School of Marketing, Entrepreneurship and Strategy,
    University of Ulster, Newtownabbey, Northern Ireland, UK.), Barry Howcroft,
    (Barry Howcroft is Professor of Retail Banking and Director of Loughborough
    University Banking Centre, Loughborough, UK.)
    Citation: Mark Durkin, Danielle McCartan-Quinn, Aodheen O’Donnell, Barry Howcroft,
    (2003) "Retail bank customer preferences: personal and remote interactions",
    International Journal of Retail & Distribution Management, Vol. 31 Iss: 4, pp.177 -
    189
    Keywords: Banks, Consumer behaviour, Customer service, Face-to-face communications,
    Service delivery system
    Article
    Conceptual Paper
    type:
    DOI: 10.1108/09590550310469176 (Permanent URL)
    Publisher: MCB UP Ltd
    Abstract: The paper uses a questionnaire and a theoretical model of bank-customer interaction
    preferences as the basis for examining the perceptions of retail bank customers
    regarding the use of remote delivery channels and the extent to which they still value
    traditional branch-based face-to-face interactions. The empirical evidence suggests
    that despite the increase in remote banking, retail bank customers still place
    significantly greater emphasis on face-to-face contact. The implications of this
    finding are that if banks want to encourage widespread customer adoption of remote
    banking they must better understand customer attitudes towards alternative delivery
    channels and use this information to educate their customers on the tangible service
    benefits which emanate from remote delivery.

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