EFTPOS: The Perils of a Cost-Driven Venture
- 1 October 1990
- journal article
- research article
- Published by Taylor & Francis in The Service Industries Journal
- Vol. 10 (4) , 748-758
- https://doi.org/10.1080/02642069000000086
Abstract
The ‘EFTPOS explosion’ in New Zealand is shown to be something of a ‘damp squib’. While awareness is very high, usage is around 30 per cent. The future usage rates were likely to increase to no more than 50 per cent, which meant a usage rate of 50 transactions per person per annum. Fear and ethical considerations stopped many people from using the system. The continuous introduction of new delivery mechanisms, combined with a hard-sell approach, has met great customer resistance: a resistance intensified by the banks' failure to ensure customer satisfaction with conventional delivery mechanisms.Keywords
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