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| Topic: |
Technology
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| Number of pages / Number of words: |
17 / 4654 |
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For customers, the greater personal convenience of e-banking offers the possibility of a closer bank-- customer relationship and enhanced customer satisfaction. If this is not the case, however, e-banking may merely contribute to a sense of isolation and alienation on the part of customers. Indeed, technologydriven service delivery may lead to reduced levels of personal contact,4 with customers making fewer and fewer trips to their local branch and being encouraged to conduct more of their routine business online or through call centres...
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Indeed, technologydriven service delivery may lead to reduced levels of personal contact,4 with customers making fewer and fewer trips to their local branch and being encouraged to conduct more of their routine business online or through call centres. In other words, customers may become increasingly 'invisible'...
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