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首页> 外文期刊>Management Research News >What's Your Preference?an Exploratory Examination Of The Effect Of human Vs Atm Vs Online Interactions On Overall Consumer Satisfaction With Banking services
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What's Your Preference?an Exploratory Examination Of The Effect Of human Vs Atm Vs Online Interactions On Overall Consumer Satisfaction With Banking services

机译：您的偏好是什么？对人与自动取款机对在线互动对消费者对银行服务总体满意度的影响的探索性检验

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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. However, there were gender differences in that males, more than females, remain influenced by teller transactions. Research limitations/implications - The study utilizes student samples, which could be biased. However, students are also users of banking services so they represent a traditional target market for financial service firms. Practical implications - The results are informative for managers when planning and implementing new online services in the financial industry. Originality/value - This paper draws together research on interpersonal interactions and technological interactions to examine the effects on overall satisfaction. Given the proliferation of technological advances, understanding how these technologies impact customer satisfaction is vital.
机译：目的-本文的目的是探讨人机交互与技术交互对银行服务整体客户满意度的影响，尤其是柜员与自动柜员机（ATM）与在线交易之间的关系。所有类型的交互在服务中都很重要，但是它们的重要性级别随环境的变化而变化。设计/方法/方法-通过调查对拥有银行支票帐户的学生进行了两项研究；我们采用了六项措施来检查人与人之间的互动，与ATM的互动，与在线银行服务的互动以及对特定银行的总体满意度。进行了多元回归分析，以确定相互作用对整体满意度的影响。调查结果-两项研究的结果表明，尽管在网上银行如此普及之前人的相遇更为重要，但网上银行的便利性已取代了人机交互的重要性。但是，男女之间仍然存在性别差异，但仍然受到柜员交易的影响。研究局限性/含意-研究利用学生样本，这可能会产生偏差。但是，学生也是银行服务的用户，因此他们代表了金融服务公司的传统目标市场。实际意义-该结果对于管理人员在计划和实施金融行业中的新在线服务时提供了有益的信息。原创性/价值-本文将人际互动和技术互动的研究汇总在一起，以研究对整体满意度的影响。鉴于技术进步的泛滥，了解这些技术如何影响客户满意度至关重要。

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