Moutinho, L., Goode, M.M.H., Snee, H. and Jozsa, L. (2001) Modelling Satisfaction with ATMs: A Cross-Country Comparison. Journal of Financial Services Marketing, 5(3), pp. 238-245. (doi: 10.1057/palgrave.fsm.4770022)
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Abstract
The aim of this paper is to extend the work of Goode and Moutinho by applying their model to a different country, namely Hungary, and then comparing the results. The hypothesised model links overall satisfaction to seven explanatory variables (namely expectations, perceived risk, confidence, recommendations to others, level of charges, frequency of use and full use of services). This paper is divided into four parts, the first of which looks at the UK and Hungarian banking systems. The second section describes the methodology and data collection used in this study. 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: | Moutinho, L., Goode, M.M.H., Snee, H., and Jozsa, L. |
| College/School: | College of Social Sciences > Adam Smith Business School > Management |
| Journal Name: | Journal of Financial Services Marketing |
| Publisher: | Palgrave-MacMillan |
| ISSN: | 1363-0539 |
| ISSN (Online): | 1479-1846 |
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