Moutinho, L. and Smith, A. (2000) Modelling bank customer satisfaction through mediation of attitudes towards human and automated banking. International Journal of Bank Marketing, 18(3), pp. 124-134. (doi: 10.1108/02652320010339699)
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Abstract
Introduces a model which posits a crucial role for the evaluation of bank customers’ attitudes towards both human tellers and automated banking in mediating the ease of banking factor/perceived satisfaction linkage. The model’s explicit consideration of the effects of bank customer attitudes towards human tellers and automation provides additional explanatory power regarding how the perceived trend towards ease of banking influences bank customer overall satisfaction, switching and loyalty behaviour. A linear structural relations methodological approach is used for the modelling process.
| Item Type: | Articles |
|---|---|
| Status: | Published |
| Refereed: | Yes |
| Glasgow Author(s) Enlighten ID: | Moutinho, Professor Luiz |
| Authors: | Moutinho, L., and Smith, A. |
| College/School: | College of Social Sciences > Adam Smith Business School > Management |
| Journal Name: | International Journal of Bank Marketing |
| ISSN: | 0265-2323 |
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