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

Goode, M.M.H., Moutinho, L.A. and Chien, C. (1996) Structural equation modelling of overall satisfaction and full use of services for ATMs. International Journal of Bank Marketing, 14(7), pp. 4-11. (doi:10.1108/02652329610151331)

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Abstract

Tests an hypothesized model which measures the overall satisfaction gained from, and the full spectrum of services attached to, the use of automated teller machines (ATMs). Sees overall satisfaction as the end result of a combined number of antecedents. Uses a LISREL model to test the structural effects of a number of exogenous variables (i.e. expectations and perceived risk) on a number of latent variables (desires congruency, self-congruity, perceptions of relative influence and behavioural intentions) to a number of endogenous variables (satisfaction, recommendations to others, full use of services and the frequency of use). Overall, establishes a number of important structural links within the model which suggest that if banks wish to increase customers’ overall satisfaction and the usage of available services they must target factors which directly affect customers’ expectations and perceived risk.

Item Type:Articles
Status:Published
Refereed:Yes
Glasgow Author(s) Enlighten ID:Moutinho, Professor Luiz
Authors: Goode, M.M.H., Moutinho, L.A., and Chien, C.
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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