Customer Satisfaction with Bank Services: A Multidimensional Space Analysis
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.
Keywords
Citation
Moutinho, L. and Brownlie, D.T. (1989), "Customer Satisfaction with Bank Services: A Multidimensional Space Analysis", International Journal of Bank Marketing, Vol. 7 No. 5, pp. 23-27. https://doi.org/10.1108/02652328910131926
Publisher
:MCB UP Ltd
Copyright © 1989, MCB UP Limited