IT to support service quality excellence in the Australian banking industry

Abstract

Competitive advantage in the service industry is achieved through superior customer service. This paper looks at the ways in which IT is being used to support superior quality customer service initiatives in the highly competitive Australian banking industry. The extent to which the need to improve service quality influences IT planning and purchases, and shifts in the level of influence over recent years, are detailed. The link between IT‐supported quality customer service improvements and organisational performance is then discussed.