Snee, H.R., Moutinho, L., Chien, C.S., Jozsal, L. and Goode, M.M.H. (2003) Modeling consumer views of automated banking channels: a cross-country LISREL comparison. Services Marketing Quarterly, 24(4), pp. 17-33. (doi: 10.1300/J396v24n04_02)
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Abstract
The aim of this paper is to extend the work of Goode, Chien and Moutinho (1996) by applying their model to a different country, namely Hungary, and then comparing the results obtained from the structural model estimated by LISREL. This structural model links two exogenous variables (expectations and perceived risk) through four latent variables, which in turn impact upon four endogenous variables (overall satisfaction, recommendations to others, full use of services and frequency of use). This paper is divided into four parts, the first of which reviews the literature on customer satisfaction from cross-cultural studies. The second section describes the methodology and data collection. The third section analyses the empirical results derived from applying the model and the final section discusses the results and managerial implications of the results obtained from this study.
| Item Type: | Articles |
|---|---|
| Status: | Published |
| Refereed: | Yes |
| Glasgow Author(s) Enlighten ID: | Moutinho, Professor Luiz |
| Authors: | Snee, H.R., Moutinho, L., Chien, C.S., Jozsal, L., and Goode, M.M.H. |
| Subjects: | H Social Sciences > HF Commerce |
| College/School: | College of Social Sciences > Adam Smith Business School > Management |
| Journal Name: | Services Marketing Quarterly |
| Publisher: | Routledge |
| ISSN: | 1533-2969 |
| ISSN (Online): | 1533-2977 |
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