Human tellers are still the primary means of product delivery, despite the trend towards electronic and remote banking. In New Zealand, there exists a newly deregulated environment in the financial services industry. Therefore a “customer‐oriented” approach is needed to achieve customer...

In der verkehrspolitischen Diskussion werden bedarfsgesteuerte Angebotsformen des öf-fentlichen Personennahverkehrs (ÖPNV) vielfach als geeignete Ergänzung des sich in nachfrageschwachen Räumen ausdünnenden traditionellen ÖPNV betrachtet, um auf den Qualitätsnachteil gegenüber dem...

Organizations build competitive advantage via managing, and learning from, service failure cases. Proficient complaint handling depends on the operator’s strategic position to timely anticipate and respond to customer dynamics in terms of what interests them amidst disgusts. Therefore, this...

The present study examined the influence of demographic variables and electronic banking on perceived customers’ service delivery in the Nigerian Banking Sector. A total of 131 respondents completed and returned the questionnaire administered. Three hypotheses were tested using the t-test for...