Customer satisfaction with bank services: a multidimensional space analysis

Moutinho, L. and Brownlie, D.T. (1989) Customer satisfaction with bank services: a multidimensional space analysis. International Journal of Bank Marketing, 7(5), pp. 23-27. (doi:10.1108/02652328910131926)

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The nature and direction of the satisfactions that are delivered to consumers of bank services are explored, and the criteria used to evaluate these services are highlighted. The non-metric multidimensional scaling technique enabled respondents' perceptions to be represented spatially. It is revealed that respondents had high levels of satisfaction with regard to the location and accessibility of branches and ATMs, and acceptance of the current levels of banking fees; but expressed some caution in their evaluation of new and improved services.

Item Type:Articles
Glasgow Author(s) Enlighten ID:Moutinho, Professor Luiz
Authors: Moutinho, L., and Brownlie, D.T.
College/School:College of Social Sciences > Adam Smith Business School > Management
Journal Name:International Journal of Bank Marketing

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