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A Solution for the Allocation of Customers Authentication Methods (The Case of Multimedia Contact Center in Agriculture Bank of Iran)

Author

Listed:
  • Ebadi Jokandan , Mohsen
  • Shahbahrami , Asadollah

    (University of Guilan)

Abstract

In order to provide different services for the customers, banks embark on a multimedia contact center. Considering that, in this center, where several services such as transferring money, getting statement information and asking for check books are provided, the authentication is of high importance. How to allocate the appropriate authentication method for each customer is one of the challenges that the center confronts. Sometimes, it has been observed that using an inappropriate authentication method has caused customers' dissatisfaction. In this research, using the Kano Model, the factors influencing customers' satisfaction from the standpoint of authentication methods are extracted and ranked. In order to determine the effect of customers' individual characteristics on choosing each method, a two-stage clustering method has been used in SPSS. The results of this study indicated that it was possible to select an appropriate authentication method according to the individual customer' characteristics.

Suggested Citation

  • Ebadi Jokandan , Mohsen & Shahbahrami , Asadollah, 2013. "A Solution for the Allocation of Customers Authentication Methods (The Case of Multimedia Contact Center in Agriculture Bank of Iran)," Journal of Money and Economy, Monetary and Banking Research Institute, Central Bank of the Islamic Republic of Iran, vol. 8(2), pages 103-124, April.
    • Handle: RePEc:mbr:jmonec:v:8:y:2013:i:2:p:103-124
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    References listed on IDEAS

    as
    1. Chen, Chun-Chih & Chuang, Ming-Chuen, 2008. "Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design," International Journal of Production Economics, Elsevier, vol. 114(2), pages 667-681, August.
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    More about this item

    Keywords

    Multimedia Contact Center; Authentication; Customer Satisfaction; Kano Model;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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