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Comparing practices for capturing bank customer feedback ‐ Internet versus traditional banking

Joel D. Wisner (University of Nevada, Las Vegas, Nevada, USA)
William J. Corney (University of Nevada, Las Vegas, Nevada, USA)

Benchmarking: An International Journal

ISSN: 1463-5771

Article publication date: 1 August 2001

4466

Abstract

Customer feedback capabilities and mechanisms were identified and evaluated in30 bank and credit union sites in Las Vegas, Nevada, USA. Additionally, 82 US Internet bank sites were identified and evaluated withrespect to their customer feedback capabilities. Comparisons were made between the brick/mortar and Internet banks and their respective feedback mechanisms. While this study identified a number of value‐enhancing customer feedback characteristics employed in banks, many of these financial institutions were found to be lacking even the most basic methods of feedback collection. Suggestions for improvement and areas for future research were included in the study.

Keywords

Citation

Wisner, J.D. and Corney, W.J. (2001), "Comparing practices for capturing bank customer feedback ‐ Internet versus traditional banking", Benchmarking: An International Journal, Vol. 8 No. 3, pp. 240-250. https://doi.org/10.1108/14635770110396647

Publisher

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MCB UP Ltd

Copyright © 2001, MCB UP Limited

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