The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.
Modelling bank customer satisfaction through mediation of attitudes towards human and automated banking
Abstract
Introduces a model which posits a crucial role for the evaluation of bank customers’ attitudes towards both human tellers and automated banking in mediating the ease of banking factor/perceived satisfaction linkage. The model’s explicit consideration of the effects of bank customer attitudes towards human tellers and automation provides additional explanatory power regarding how the perceived trend towards ease of banking influences bank customer overall satisfaction, switching and loyalty behaviour. A linear structural relations methodological approach is used for the modelling process.
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Citations
Cites
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Customer Switching Behavior in Service Industries: An Exploratory Study
Keaveney, S. M. (1995) · Journal of Marketing · doi:10.2307/1252074 · Cited by 2,905
The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study
Hallowell, R. (1996) · International Journal of Service Industry Management · doi:10.1108/09564239610129931 · Cited by 1,862
Cited by
The antecedents of consumer loyalty in retail banking
Lewis, B. R., & Soureli, M. (2006) · Journal of Consumer Behaviour · doi:10.1002/cb.46 · Cited by 339
Nguyen, T. H., Le, X. C., & Vu, T. H. L. (2022) · Journal of Open Innovation: Technology, Market, and Complexity · doi:10.3390/joitmc8040200 · Cited by 261
Baumann, C., Hoadley, S., Hamin, H., & Nugraha, A. (2017) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.12.005 · Cited by 104
Fraile Navarro, D., Kocaballi, A. B., Dras, M., & Berkovsky, S. (2023) · ACM Transactions on Computer-Human Interaction · doi:10.1145/3569893 · Cited by 28
Metadata
- Authors
- Moutinho, L., & Smith, A.
- Venue
- International Journal of Bank Marketing
- Publisher
- Emerald
- Published
- 2000-06-01
- Volume
- 18
- Issue
- 3
- Pages
- 124-134
- ISSN
- 0265-2323 (ISSN-L)
- OpenAlex
- W2064648688
- Cited by
- 182
- References
- 5
- FWCI
- 4.43
- Type
- journal article
- Language
- en
- Open access
- closed
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- Moutinho, L., & Smith, A. (2000). Modelling bank customer satisfaction through mediation of attitudes towards human and automated banking. International Journal of Bank Marketing. https://doi.org/10.1108/02652320010339699
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
