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The Industrialisation and Span of Retail Banks' Delivery Systems

73 citations0/0 files storedInternational Journal of Operations & Production Management

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Digital Transformation in Financial Services Customer Service Quality and Loyalty Banking Sector Performance and Management

Abstract

Technologies for the delivery of financial services, such as ATMs, home banking and other self‐service media, are having a profound impact on the design of retail banks' delivery systems. The results of an empirical study based on a probability sample survey of 117 US retail banks, in which the channels of delivery for typical banking products are investigated, are presented. Several of the basic assumptions of a conceptual framework depicting the relationships between service contents characteristics and service delivery channels are tested. Specifically, this article considers how banking services (transactions and enquiries) generally vary according to the type of delivery channel emphasised by the bank for its target market (industrialisation level) and according to the number (span) of delivery channels available to the customer. It also shows the relationship between these two key factors in delivery system design, industrialisation and span.

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References

1962Statistical principles in experimental design.1979A Paradigm for Developing Better Measures of Marketing Constructs 1966The Scree Test For The Number Of Factors 1970Applied factor analysis 2003Statistical Principles in Experimental Design 1974The Focused Factory 1987Future Perfect 1987Moments of Truth

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