What's your preference?

Diana L. Haytko, Christina S. Simmers
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引用次数: 54

Abstract

Purpose – The purpose of this paper is to explore the effects of human interaction versus interactions with technology in overall customer satisfaction with banking services, specifically, tellers versus Automated Teller Machines (ATMs) vs online transactions. All types of interactions are important in services, yet their level of importance is changing as the environment change.Design/methodology/approach – Two studies were conducted through surveys with students who had a bank checking account; six item measures were used to examine human interaction, interaction with an ATM, interaction with an online banking service and overall satisfaction with the specific bank. Multiple regression analyses were conducted to determine the effects of the interactions on overall satisfaction.Findings – The findings from the two studies show that while the human encounter was more important before online banking became so prevalent, the convenience of online banking has displaced the importance of human interaction. Ho...
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你的偏好是什么?
目的-本文的目的是探讨人类互动与技术互动对银行服务整体客户满意度的影响,特别是柜员与自动柜员机(atm)与在线交易。所有类型的交互在服务中都很重要,但是它们的重要程度随着环境的变化而变化。设计/方法/方法-两项研究通过对拥有银行支票账户的学生进行调查进行;六项指标用于考察人际互动、与ATM机的互动、与网上银行服务的互动以及对特定银行的总体满意度。进行多元回归分析以确定互动对整体满意度的影响。研究结果——这两项研究的结果表明,尽管在网上银行变得如此普遍之前,人与人之间的接触更为重要,但网上银行的便利性已经取代了人际互动的重要性。何……
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