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.


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How to Cite
Tan, L., Chew, B. C., & Hamid, S. R. (1). The Strategic Use of Information and Communication Technology on The Gaps Model of Service Quality in Banking Industry. Journal of Advanced Manufacturing Technology (JAMT), 12(1(1), 49-60. Retrieved from