The critical role of perceived risk and trust in determining customer satisfaction with automated banking channels
MetadataShow full item record
Comparatively little attention has been paid to the role played by trust and perceived risk in determining satisfaction within the banking sector and in particular Automated Teller Machines (ATMs). Here, the key variables in determining satisfaction with ATMs are determined. Based on a literature review, a number of hypotheses have been developed. A linear regression model is used to predict the overall level of consumer satisfaction with ATMs. The final model uses five direct input factors and seven moderated factors, of which the most important were found to be perceived value, trust, and perceived risk. Finally, the managerial and research implications of these results are discussed.
Services Marketing Quarterly
Cockrilla, A. Goode, M. Beetles, A (2009) 'The Critical Role of Perceived Risk and Trust in Determining Customer Satisfaction with Automated Banking Channels', Services Marketing Quarterly, 30:2, 174-193
Full text available via DOI link
Showing items related by title, author, subject and abstract.
Worsfold, Kate; Fisher, Ron; McPhail, Ruth; Francis, Mark; Thomas, Andrew (Emerald, 2016)Purpose – This research investigates employee and guest satisfaction, guests’ perceptions of value and their intention to return. Considered are: hotel workers’ job satisfaction, how job satisfaction impacts on guests’ ...
'Is The Relationship Between Motivational Climate and Burnout Explained By Levels of Self-Determination?' Williams, Dylan (University of Wales Institute Cardiff, 2012)The purpose of this study was to identify if the satisfaction of the three basic needs mediated the relationship between the perception of motivational climate and levels of burnout. Research has proven that the perception ...
Kirkhouse, Carl (Cardiff Metropolitan University, 2014)Over the last few decades, service quality has grown in its importance through the eyes of organisations and researchers. Many people now believe that service quality influences an organisations performance in several ...