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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Abstract
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 |
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Status: | Published |
Refereed: | Yes |
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 |
ISSN: | 0265-2323 |
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