Purpose – The current exploratory study is an attempt to discover the underlying areas of dissatisfaction associated with the banking experience in the UK, particularly as it relates to the implementation of new service delivery technology in the banking industry. Design/methodology/approach...

The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. This research investigates the role that technology plays in Australian banking and its impact on the delivery of perceived service...