Customer Satisfaction Measurement: Prolonged Satisfaction with ATMs

Abstract

Makes the general proposition that the measurement of consumer prolonged satisfaction can be a central element of evaluation and control of strategic marketing input. Based on empirical findings related to automated teller machines (ATMs) showing a different type of consumer process leading to the formation of expectations, introduces the hypothesized model of a newly described consumer behaviour measure (prolonged satisfaction) which is determined and refined by incorporating consumer expectations and product/service usage rate as predictor variables to the measurement of consumer satisfaction over time.

Citation

Moutinho, L. (1992), "Customer Satisfaction Measurement: Prolonged Satisfaction with ATMs", International Journal of Bank Marketing, Vol. 10 No. 7, pp. 30-37. https://doi.org/10.1108/02652329210021131