Structural equation modelling of overall satisfaction and full use of services for ATMs

Mark M.H. Goode (Lecturer in Quantitative Methods, Cardiff Business School, Cardiff, UK)
Luiz A. Moutinho (Professor of Marketing, University of Glasgow, Glasgow, UK)
Charles Chien (PhD student, Cardiff Business School, Cardiff, UK)

International Journal of Bank Marketing

ISSN: 0265-2323

Publication date: 1 December 1996


Tests an hypothesized model which measures the overall satisfaction gained from, and the full spectrum of services attached to, the use of automated teller machines (ATMs). Sees overall satisfaction as the end result of a combined number of antecedents. Uses a LISREL model to test the structural effects of a number of exogenous variables (i.e. expectations and perceived risk) on a number of latent variables (desires congruency, self‐congruity, perceptions of relative influence and behavioural intentions) to a number of endogenous variables (satisfaction, recommendations to others, full use of services and the frequency of use). Overall, establishes a number of important structural links within the model which suggest that if banks wish to increase customers’ overall satisfaction and the usage of available services they must target factors which directly affect customers’ expectations and perceived risk.



Goode, M., Moutinho, L. and Chien, C. (1996), "Structural equation modelling of overall satisfaction and full use of services for ATMs", International Journal of Bank Marketing, Vol. 14 No. 7, pp. 4-11.

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Copyright © 1996, MCB UP Limited

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