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Please use this identifier to cite or link to this item:
http://hdl.handle.net/2451/14258
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| Title: | A VALUE PLATFORM ANALYSIS PERSPECTIVE ON CUSTOMER ACCESS INFORMATION TECHNOLOGY |
| Authors: | Kauffman, Robert J.
Lally, Laura |
| Keywords: | Automated teller machines
customer access information technology
electronic banking
information technology
IT deployment
IT value
systems design
value platform analysis |
| Issue Date: | 15-Sep-1993 |
| Publisher: | Stern School of Business, New York University |
| Series/Report no.: | IS-93-22 |
| Abstract: | Customer access information technologies (CAITs) provide a link between
a firm and its customers. Firms invest in CAITs to reduce costs,
increase revenues and market share, lock in existing customers and
capture new ones. These benefits, however, are notoriously difficult to
measure. This paper proposes an evaluative method for CAlT deployment
called value platform analysis, that is based on a conceptual model
drawn from the theory of retail outlet deployment in marketing science.
The model focuses on the impact of CAIT features and environmental
features on transactions generated by the CAIT. Specific econometric
models are developed for deployment. Hypotheses regarding the likely
impact of automated teller machine (ATM) location design choices and
environmental features on ATM transactions are evaluated. The results
indicate that there are a number of key features influencing ATM
performance. Two distinct ATM deployment scenarios emerge: one for
servicing a bank's own customers, and another for providing transaction
services for customers for a fee. |
| URI: | http://hdl.handle.net/2451/14258 |
| Appears in Collections: | IOMS: Information Systems Working Papers
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