Internet Research · 2000 · 591 citations · 20 references
BusinessInformation SystemsManagement Information SystemsBankingCustomer Relationship ManagementE-commerce RetailingBanking OperationsBanking Service OperationsConsumer BankingDigital BankingElectronic BankingRetail BankingCost Efficiency GainsCustomer Needs IdentificationDelivery Channel DesignElectronic Account ManagementOnline Banking OperationsVirtual Banking
The Internet is becoming a popular delivery channel in banking, changing customer needs and enabling location‑ and time‑independent access that empowers customers with greater control of their accounts. A total of 12 Internet banking operations in the UK are analysed under customer empowerment functions and Internet banking Web attributes. Banks achieve cost and efficiency gains in a large number of operational areas.
The Internet is gaining popularity as a delivery channel in the banking sector. At the same time, customer needs are changing. A total of 12 Internet banking operations in the UK are analysed under customer empowerment functions and Internet banking Web attributes. Internet banking renders location and time irrelevant, and empowers customers with greater control of their accounts. Banks achieve cost and efficiency gains in a large number of operational areas.
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The Measurement of End-User Computing Satisfaction
William J. Doll, Gholamreza Torkzadeh · MIS Quarterly · 1988 · 2.4K citations
The Internet and International Marketing
John A. Quelch, Lisa R. Klein · Sloan management review · 1996 · 871 citations