| Автор | Snee, Helena R. |
| Автор | Goode, Mark M. H. |
| Автор | Moutinho, Luiz A. |
| Дата выпуска | 2000 |
| dc.description | ABSTRACTThis research study uses an ordered probability model (commonly referred to as an ordered probit model, see Aldrich & Nelson, 1984) to predict customer overall satisfaction gained from the use of ATMs, using two different countries namely the United Kingdom and Hungary. Overall satisfaction is seen in this study as the end result of a combined number of antecedents. This model expands on the work of Goode and Moutinho (1996) and Peel, Goode and Moutinho (1998) which linked a number of antecedent variables to customers' overall satisfaction using a United Kingdom data set. Hungary was randomly selected to test whether this model could be generalised across European countries. Identical methodology and questionnaire design was used to collect the data in Hungary (with the questionnaire being translated into Hungarian). The research is based on the analysis of personal interviews with a total sample of 482 individuals, 380 consumers from the UK and 102 consumers from Hungary. A joint model utilising intercept and slope dummy variables was estimated and analysed. Overall the predicted accuracy of an ordered probit model was found to be high in both countries. |
| Формат | application.pdf |
| Издатель | Taylor & Francis Group |
| Копирайт | Copyright Taylor and Francis Group, LLC |
| Тема | ATMs |
| Тема | banks |
| Тема | ordered probit models |
| Тема | cross country study |
| Тема | United Kingdom |
| Тема | Hungary |
| Тема | overall satisfaction |
| Название | Predicting Customer Satisfaction from ATMs: A Cross Country Study |
| Тип | research-article |
| DOI | 10.1300/J090v20n02_10 |
| Print ISSN | 0748-4623 |
| Журнал | Journal of Professional Services Marketing |
| Том | 20 |
| Первая страница | 133 |
| Последняя страница | 149 |
| Аффилиация | Snee, Helena R.; University of Glamorgan |
| Аффилиация | Goode, Mark M. H.; Cardiff Business School |
| Аффилиация | Moutinho, Luiz A.; Glasgow University |
| Выпуск | 2 |
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