Customer satisfaction measurement: prolonged satisfaction with ATMs

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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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
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

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