Moutinho, L. (1992) Customer satisfaction measurement: prolonged satisfaction with ATMs. International Journal of Bank Marketing, 10(7), pp. 30-37. (doi: 10.1108/02652329210021131)
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Abstract
Makes the general proposition that the measurement of consumer prolonged satisfaction can be a central element of evaluation and control of strategic marketing input. Based on empirical findings related to automated teller machines (ATMs) showing a different type of consumer process leading to the formation of expectations, introduces the hypothesized model of a newly described consumer behaviour measure (prolonged satisfaction) which is determined and refined by incorporating consumer expectations and product/service usage rate as predictor variables to the measurement of consumer satisfaction over time.
| Item Type: | Articles |
|---|---|
| Status: | Published |
| Refereed: | Yes |
| Glasgow Author(s) Enlighten ID: | Moutinho, Professor Luiz |
| Authors: | Moutinho, L. |
| 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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