A framework to evaluate video banking kiosks

Canadian retail banking customers expect more information, wider choices and greater convenience when they bank. At the same time banks are trying to reduce their costs in the traditional bank branch network as well as add many new products (stock sales, investments, new types of lending, etc.). To fulfil these requirements, a new electronic retail banking service delivery mechanism has been introduced, the video banking kiosk. This is a stand-alone unit where retail customers, at remote locations, can interact with personal bankers (servers) at call centres via video conferencing and telecomputing capabilities. The results of our research present a framework for measuring with his/her workstation. Application of this framework can provide bank management with additional insight to plan all the requirements for server training. The framework contains suggestions for methodology to determine customer profiles, establish time standards, determine service quality delivered by the servers and evaluate workstation design. This framework was applied to the Royal Bank of Canada's ‘Video Banking Services’ pilot.