Abstract:

In the eighties banks are confronted with recession; some bankers believe that automation is the answer to this problem. We think that both automation and personal service are necessary to yield a perceived high quality of financial services. After defining and discussing the quality concept and how it influences the bank's image, the quality concept is opposed to automation as observed from the client's and from the bank employees' point of view. In addition, three requirements are given, showing how quality and automation can be matched in the banking industry. Finally, an example is given how the Amro Bank tries to match the automation and the quality of services by showing how the results and implementations of an experiment with Teller Assist Cash Dispensers has lead to the installation in 80 branches.