By Ravi V.
This booklet examines a few of the myriads of technical and organizational components that influence providers administration, company administration, danger administration, and patron dating administration, and gives examine to assist the profitable implementation of linked supportive applied sciences
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Extra resources for Advances in Banking Technology and Management: Impacts of Ict and Crm
Therefore, perceived service performance is defined by the degree to which the customer assesses the service as effective or not. ), in order to build clusters of customers within the population. ” From the consultants’ database of answers, we initially performed a literature review on service quality, customer satisfaction, and the banking sector, in order to effect construct validation of the Service Quality in Banks: What are the Factors Behind Performance and Customer Satisfaction? instrument (Churchill, 1979; Boudreau, Gefen, & Straub, 2001).
1998, September 27-30). Comércio eletrônico: Um estudo no setor bancário [Electronic commerce in the banking sector]. In Proceedings of the Anais do XXII EnANPAD. Foz do Iguaçu, Brazil: ANPAD. Alter, S. (1996). Information systems: A management perspective. Menlo Park, CA: Benjamin & Cummings. , & Dimaki, K. (2005). Customers’ perceived value for private and state-controlled Hellenic banks. Journal of Financial Services Marketing, 9(4), 360-374. , & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks.
This is in line with Angelis et al. (2005), who suggest that the technical characteristics of bank products declined in importance as compared to how the bank addresses customer care, and with Strandvik and Liljander (1994), for whom the relationship between banks and customers is very strong. 39), urging the bank’s executives to address this more carefully. 26) validates what Drucker (2000) says about the banking industry maybe being the most prominent in deploying IT. 144) seems to be explained by the understanding that the bank customer does not see IT as a distinctive feature anymore, but a commoditymore on the relation between IT and competitiveness can be found in Tan and Teo (2000).
Advances in Banking Technology and Management: Impacts of Ict and Crm by Ravi V.