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Modelling bank customer satisfaction through mediation of attitudes towards human and automated banking

Luiz Moutinho (Professor of Marketing, University of Glasgow Business School, Scotland)
Anne Smith (Senior Lecturer in Marketing, University of Glasgow Business School, Scotland)

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 1 June 2000

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.

Keywords

Citation

Moutinho, L. and Smith, A. (2000), "Modelling bank customer satisfaction through mediation of attitudes towards human and automated banking", International Journal of Bank Marketing, Vol. 18 No. 3, pp. 124-134. https://doi.org/10.1108/02652320010339699

Publisher

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MCB UP Ltd

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