The effects of consumers age on overall satisfaction: an application to financial services

Goode, M. and Moutinho, L. (1996) The effects of consumers age on overall satisfaction: an application to financial services. Journal of Professional Services Marketing, 13(2), pp. 93-112. (doi:10.1300/J090v13n02_07)

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Abstract

This research study aims at testing an hypothesized model which is designed to measure the overall and age effects derived from perceived overall satisfaction attached to the use of automated teller machines (ATMs) for bank services. Univariate tests and a multiple regression model are used to test life cycle effects on key variables (i.e., confidence, self-image, other's opinions, charges, product expectations, perceived risk, frequency of usage and use of services) to the determination of overall satisfaction. The research is based on the application of personnel interviews, with a total sample of 363 consumers. Overall a number of important life cycle differences were found, particularly between confidence, charges and frequency of use.

Item Type:Articles
Status:Published
Refereed:Yes
Glasgow Author(s) Enlighten ID:Moutinho, Professor Luiz
Authors: Goode, M., and Moutinho, L.
College/School:College of Social Sciences > Adam Smith Business School > Management
Journal Name:Journal of Professional Services Marketing
ISSN:0748-4623

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