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Please use this identifier to cite or link to this item: http://hdl.handle.net/2451/14258

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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