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

Cockrill, Antje, Goode, Mark Michael Hugh and Beetles, Andrea Clare 2009. The critical role of perceived risk and trust in determining customer satisfaction with automated banking channels. Services Marketing Quarterly 30 (2) , pp. 174-193. 10.1080/15332960802619231

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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.

Item Type: Article
Date Type: Publication
Status: Published
Schools: Business (Including Economics)
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HG Finance
Uncontrolled Keywords: Consumer behaviour ; Effects of moderators ; Perceived risk ; Predicting consumer satisfaction ; Trust
Publisher: Taylor & Francis
ISSN: 1533-2969
Last Modified: 04 Jun 2017 03:28
URI: http://orca.cf.ac.uk/id/eprint/21693

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