1. Comparing practices for capturing bank customer feedback ‐ Internet versus traditional banking
- Author
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Joel D. Wisner and William J. Corney
- Subjects
Internet bank ,Customer advocacy ,Las vegas ,Customer care ,business.industry ,Strategy and Management ,Credit union ,The Internet ,Business ,Business and International Management ,Marketing ,Customer to customer ,Customer feedback - 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.
- Published
- 2001
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