Structural equation modelling of overall satisfaction and full use of services for ATMs

Goode, Mark M. H.; Moutinho, Luiz; Chien, Charles S.

doi:10.1108/02652329610151331

Cited by 31 publications

(17 citation statements)

References 55 publications

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“…Using service quality as the antecedent to satisfaction is more logical and that why it has been taken into consideration. This is because satisfaction is an important goal to be achieved by bank marketers and if the banks want to increase satisfaction, they can do it through service quality (Goode et al, 1996).…”

Section: Literature Reviewmentioning

confidence: 99%

Customer Perception on Service Quality in Retail Banking in Developing Countries - A Case Study

Muyeed¹

2012

IJMS

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The purpose of this paper is to evaluate the service quality in retail banking in the developing countries in general, and Bangladesh in particular. This is an analytical study based mainly on the primary data collected through scientifically developed questionnaire. The questionnaire has been personally administered on a sample size of 250, chosen from four banks in Bangladesh located in the northern district of Kushtia. The result indicates that customers' perception has reached on highest in the Prompt and accuracy in transactions of the bank and lowest in the service of modern equipment and décor. Due to the increasing competition in retail banking, customer service is an important part and bank must give their due attention to the customers' perception about service quality.

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Section: Literature Reviewmentioning

confidence: 99%

Customer Perception on Service Quality in Retail Banking in Developing Countries - A Case Study

Muyeed¹

2012

IJMS

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“…Fornell (1992) demonstrated that there is a positive correlation between customer satisfaction and positive word-of-mouth; in other words, satisfied consumers are more inclined to express a preference for a service provider and recommend that provider to others. Other authors (Parasuraman et al, 1988;Goode et al, 1996;Zeithaml et al, 1996) have confirmed that a significant positive relationship exists between perceptions of superior service quality and consumer recommendation to other potential customers.…”

Section: Consumer Behaviour and Sst Banking Servicesmentioning

confidence: 87%

“…Second, it has been shown that satisfied consumers have a greater predisposition to positive word-of-mouth (Fornell, 1992), as do users of ATMs (Goode et al, 1996) and internet banking (Mols, 1998). The following hypothesis is therefore proposed:…”

Section: Hypothesesmentioning

confidence: 99%

A comparison of users and non‐users of banking self‐service technology in Portugal

Proença

Rodrigues

2011

Managing Service Quality: An International Journal

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Purpose -The purpose of this paper is to examine the behaviour of Portuguese users and non-users of self-service technologies (SSTs) in banking services. Design/methodology/approach -An empirical study is conducted by means of a survey questionnaire. Data are collected from a sample of 300 respondents chosen to represent the Portuguese adult population in terms of age, gender, and geographical place of residence. Findings -The results show that Portuguese users of SST banking services are likely to be young to middle-aged individuals, with medium to high levels of education. They have a greater propensity to complain and are more price-sensitive than non-users of such services. Research limitations/implications -Only six dimensions of consumer behaviour were investigated: price sensitivity, satisfaction, word-of-mouth, repurchase intention, propensity to change banks, complaint behaviour. Only three forms of SST contact were examined (ATMs, telephone banking, and internet banking). Other behaviours and SSTs could be examined in future research. Practical implications -Banks investing in SST can expect: more sales (consumers with higher intention to repurchase); more opportunities for service recovery (consumers with higher propensity to complain); and more price competitiveness (more price-sensitive consumer behaviour). Originality/value -This is the first study to examine consumer behaviour among Portuguese customers of SST banking services. The study shows that SST does not ensure consumer satisfaction and positive word-of-mouth; moreover, it is not a barrier to changing banks.

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“…Hence, it is argued, service quality is an important factor in deciding the success of a service firm to act upon the customer’s intention to travel to their destination. As satisfaction, which reflects the post-purchase evaluation of products or services given the expectations before the purchase is dependent on the ability of the supplier to meet the customer’s expectations (Fornell, 1992; Oliva et al , 1992), the current research used service quality as the antecedent to satisfaction, which seems to be more logical because satisfaction is an important goal to be achieved by the marketers to increase the customer’s intention to purchase (Goode et al , 1996). For example: a research conducted by Bitner (1990) on 145 tourists in an international airport reflects that satisfaction is the antecedent to service quality.…”

Section: Literature Review and Development Of Conceptual Frameworkmentioning

confidence: 99%

Edu-tourist’s perceived service quality and perception – the mediating role of satisfaction from foreign students’ perspectives

Rahman

Hassan

Osman-Gani

et al. 2017

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PurposeThe purpose of this paper is to test a conceptual model that takes into account both edu-tourists’ perception and perceived service quality in explaining purchase intention of academic degrees from the foreign universities. Design/methodology/approachThe study is based on an empirical examination with applying multivariate data analysis. The data were collected through survey questionnaires and analysed by using structural equation modelling procedure. FindingsThe survey result discovered that the relationship between perceived service quality and edu-tourist’s satisfaction was significant and positive. The relationship between edu-tourist’s satisfaction and intention to purchase was also significant and positive. Meanwhile, edu-tourist’s satisfaction partially mediates the relationship between their perceived service quality and intention to purchase. Nevertheless, this research also explored that the edu-tourist’s satisfaction plays a significant mediating effect in between the relationship of perception and intention to purchase. Research limitations/implicationsThis empirical study will contribute in understanding the behaviour of international students to construct the theoretical knowledge on the edu-tourism industry, which has been neglected in tourism research. Originality/valueThe paper will be of use to the management and policymakers in the higher education sector in understanding the customer’s expectation for the edu-tourism destination. This study contributes to the growing literature on education travel destination, where the researchers investigated the role of tourist’s satisfaction by using perception and perceived service quality towards their intention to visit a destination for education tourism. In addition, understanding the role satisfaction on the relationship between perception and perceived service quality towards the purchase intention will make both scientific and practical contributions for the decision-makers.

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Structural equation modelling of overall satisfaction and full use of services for ATMs

Cited by 31 publications

References 55 publications

Customer Perception on Service Quality in Retail Banking in Developing Countries - A Case Study

Customer Perception on Service Quality in Retail Banking in Developing Countries - A Case Study

A comparison of users and non‐users of banking self‐service technology in Portugal

Edu-tourist’s perceived service quality and perception – the mediating role of satisfaction from foreign students’ perspectives

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