The Strategic Use of Information and Communication Technology on The Gaps Model of Service Quality in Banking Industry

L.H. Tan, B. C. Chew, S. R. Hamid


The impact of ICT on customer service has risen considerably in recent years. This can be seen by the number of papers published and in particular by financial- and banking-related journal. To establish the field further, the purpose of this paper is has twofold. First, it offers a literature review on 186 papers published from 2009 to 2015 into account and qualitative case study was based on primary data collected on 32 bank managers from 3 banks. Second, it offers a conceptual framework to summarize the research in this field comprising four parts. The authors illustrate the classification of ICT impact on Customer Service in four parts: Listening Gap, Service Design and Standard Gap, Service Performance Gap and Service Communication Gap.

Full Text:



J.S.C. Lin and P.L. Hsieh, “The Influence of Technology Readiness On Satisfaction and Behavioural Intentions Toward Self-service Technologies,” Computers in Human Behavior, vol. 23, no. 3, pp. 1597-1615, 2007.

M.C.K. Khalilov and M. Gundebahar, “XTM: An Alternative Delivery Channel in Turkish Banking Sector,” Procedia Social and Behavioral Sciences, vol. 57, pp. 373-380, 2012.

M.M.M.A. Riffai, K.Grant and D.Edgar, “Big TAM in Oman: Exploring The Promise of On-line Banking, Its Adoption by Customers and The Challenges of Banking in Oman,” International Journal of Information Management, vol. 32, no. 3, pp. 239-250, 2012.

J. Sujatha, N.R. Ananthanarayanan and M. Kannan, “ A Study On the Application of ICT in Banking Services with Special Reference to Selected Private and Public Banks in Kanchipuram,” in Information & Communication Technologies (ICT), 2013 IEEE Conference, Tamil Nadu, 2013, pp. 456-461.

L.H. Tan, S.R. Hamid and B.C. Chew, “Exploring manger’s perspective of service quality strategies in Malaysian Banking Industry,” Journal of Strategic Marketing, vo. 25, no. 1, pp. 31-48, 2015.

C.S. Hung, D.C. Yen, and C.S. Ou, “An Empirical Study Investment and Firm Financial Performance,” Journal of Engineering & Technology Management, vol. 29, no. 1, pp. 62–70, 2012.

A. Parasuraman, V.A.Zeithaml and L. Berry, “A Conceptual Model of Service Quality and its Implications for Future Research,” Journal of Marketing, vol. 49, no. 1, pp. 41-50, 1985.

L.H. Tan, S.R. Hamid, and B.C. Chew, “Service quality audit based on conceptual gaps model of service quality: a case study of top three largest local bank in Malaysia,” International Journal of Productivity and Quality Management, vol. 18, no. 1, pp. 99-115, 2016

C. Wang, J. Harris and P.G. Patterson, “Customer Choice of Self-service Technology: The Roles of Situational Influences and Past Experience,” Journal of Service Management, vol. 23, no. 1, pp.54–78, 2012.

V.A. Zeithaml, M.J. Bitner and D.D. Gremler. Service Marketing: Integrating Customer Focus Across the Firm. New York: McGraw-Hill/Irwin, 2013.

A. Wilson, V. Zeithaml, M.J. Bitner and D. Gremler, Service Marketing: Integrating Customer Focus Across the Firm. New York: McGraw-Hill, 2016.

A. Rapp, K.J. Trainor and R. Agnihotri , “Performance Implications of Customer-Linking Capabilities: Examining The Complementary Role of Customer Orientation and CRM Technology,” Journal of Business Research, vol. 63, no. 11, pp. 1229–1236, 2010.

F. Zhu and X. Zhang, “Impact of Online Consumer Reviews On Sales: The Moderating Role of Product and Consumer Characteristics,” Journal of Marketing, vol. 74, no. 2, pp.133-148, 2010.

T.Hilton, T. Hughes, E. Little and E. Marandi, “Adopting Self-service Technology to Do More with Less,” Journal of Service Marketing, vol. 27, no. 1, pp. 3–12, 2013.

A. Roggeveen, M. Tsiros and D. Grewa, “Understanding The Co-Creation Effect: When Does Collaborating with Customers Provide a Lift to Service Recovery,” Journal of Academy Marketing Science, vol. 40, no. 6, pp. 771–790, 2012.

P. Kristensson, J. Matthing and N. Johansson, “Key Strategies for The Successful Involvement of Customers in The Co-Creation of New Technology-based Services,” International Journal of Service Industry Management, vol. 19, no. 4, pp. 474–491, 2008.

L. Ple and R.C. Caceres, “Not Always Co-Creation: Introducing Interactional Co-Destruction of Value in Service-Dominant Logic,” The Journal of Services Marketing, vol. 24, no. 6, pp. 430–437, 2010

J. Deighton and L. Kornfeld, “Interactivity’s Unanticipated Consequences for Marketers and Marketing,” Journal of Interactive Marketing, vol. 23, no. 1, pp. 2-12, 2009.

K.J. Trainor, “Relating Social Media Technologies to Performance: A Capabilities-based Perspective,” Journal of Personal Selling and Sales Management, vol. 32, no. 3, pp. 317–331, 2012.

C.M.K. Cheung and M.K.O, Lee, “Drives Consumers to Spread Electronic Word of Mouth in Online Consumer-Opinion Platforms,” Decision Support Systems, vol. 53, no. 1, pp. 218-225, 2012.

L., Labrecque, J.V.D. Esche, C.Mathwick, T.P.Novak and C.F. Hofacker, “Consumer Power: Evolution in the Digital Age,” Journal of Interactive Marketing,” vol. 27, no. 4, pp.257–269, 2013.

S. Harridge-March and S. Quinton, “Virtual Snakes and Ladders: Social Networks and The Relationship Marketing Loyalty Ladder,” The Marketing Review, vol. 9, no. 2, pp.171-181, 2009.

C. Fuchs and M. Schreier, “Customer Empowerment in New Product Development,” Journal of Product Innovation Management, vol. 28, no. 1, pp. 17–32, 2011.

A. P. Raj, “Digital Banking to Advance More Rapidly in Malaysia,” The Edge Malaysia, pp. 27, 2014.

B.C. Chew, L.H. Tan and S.R Hamid, ” Ethical banking in practice: a closer look at the Co-operative Bank UK PLC,” Qualitative Research in Financial Markets, vol. 8, no. 1, pp. 70-91, 2016.

© Journal of Advanced Manufacturing Technology