Online from: 1991
Subject Area: Managing Quality
Options: To add Favourites and Table of Contents Alerts please take a Emerald profile
|Title:||A comparison of users and non-users of banking self-service technology in Portugal|
|Author(s):||João F. Proença, (Faculty of Economics, University of Porto, Porto, Portugal), Maria Antónia Rodrigues, (Department of Marketing, Institute of Accounting and Administration, Polytechnic Institute of Porto, Matosinhos, Portugal)|
|Citation:||João F. Proença, Maria Antónia Rodrigues, (2011) "A comparison of users and non-users of banking self-service technology in Portugal", Managing Service Quality, Vol. 21 Iss: 2, pp.192 - 210|
|Keywords:||Banking, Consumer behaviour, Portugal, Self-service|
|Article type:||Research paper|
|DOI:||10.1108/09604521111113465 (Permanent URL)|
|Publisher:||Emerald Group Publishing Limited|
|Acknowledgements:||The authors thank Fundação para a Ciência e Tecnologia (FCT Portugal) for financial support to ADVANCE by the Multi-Year Funding Program for R&D Units.|
Purpose – The purpose of this paper is to examine the behaviour of Portuguese users and non-users of self-service technologies (SSTs) in banking services.
Design/methodology/approach – An empirical study is conducted by means of a survey questionnaire. Data are collected from a sample of 300 respondents chosen to represent the Portuguese adult population in terms of age, gender, and geographical place of residence.
Findings – The results show that Portuguese users of SST banking services are likely to be young to middle-aged individuals, with medium to high levels of education. They have a greater propensity to complain and are more price-sensitive than non-users of such services.
Research limitations/implications – Only six dimensions of consumer behaviour were investigated: price sensitivity, satisfaction, word-of-mouth, repurchase intention, propensity to change banks, complaint behaviour. Only three forms of SST contact were examined (ATMs, telephone banking, and internet banking). Other behaviours and SSTs could be examined in future research.
Practical implications – Banks investing in SST can expect: more sales (consumers with higher intention to repurchase); more opportunities for service recovery (consumers with higher propensity to complain); and more price competitiveness (more price-sensitive consumer behaviour).
Originality/value – This is the first study to examine consumer behaviour among Portuguese customers of SST banking services. The study shows that SST does not ensure consumer satisfaction and positive word-of-mouth; moreover, it is not a barrier to changing banks.
To purchase this item please login or register.
Complete and print this form to request this document from your librarian