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The critical role of perceived risk and trust in determining customer satisfaction with automated banking channels

Thumbnail
Author
Cockrill, Antje
Goode, Mark
Beetles, Andrea
Date
2009-04
Type
Article
Publisher
Routledge
ISSN
1533-2969
1533-2931
Metadata
Show full item record
Abstract
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.
Journal/conference proceeding
Services Marketing Quarterly
Citation
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
URI
http://hdl.handle.net/10369/2526
DOI
http://dx.doi.org/10.1080/15332960802619231
Description
Full text available via DOI link
Collections
  • Welsh Centre for Business and Management Research [331]

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