Modeling the customer satisfaction function: a two-country comparison

This paper provides a framework that integrates and reinterprets prior research on satisfaction modeling (function) and proposes the existence of non-linear and curvilinear/higher-order relationships to model online banking customers. It provides a framework that examines two closely related but dis...

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Main Author: Ting, D.H.
Format: Article
Institution: Universiti Teknologi Petronas
Record Id / ISBN-0: utp-eprints.20942 /
Published: Springer Verlag 2018
Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85040929284&doi=10.1007%2fs12525-018-0286-5&partnerID=40&md5=c429332e34a51c27f5134ac7b9c75ec8
http://eprints.utp.edu.my/20942/
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spelling utp-eprints.209422019-02-26T02:58:38Z Modeling the customer satisfaction function: a two-country comparison Ting, D.H. This paper provides a framework that integrates and reinterprets prior research on satisfaction modeling (function) and proposes the existence of non-linear and curvilinear/higher-order relationships to model online banking customers. It provides a framework that examines two closely related but distinct countries�Malaysia, a developing country, and Singapore, a developed country�and identifies whether modeling online banking customers through satisfaction is unique to each context or is generic. Using a systematic and step-by-step hierarchical moderated regression approach, this study tries to understand the relationship among repurchase intention, satisfaction, and trust, moderated by bank size. Malaysia portrays a linear relationship, while Singapore depicts non-linear and curvilinear/high-order relationships. The findings suggest that modeling online banking customers through satisfaction depends on a country�s economic development. By contrast, prior studies on modeling customers through satisfaction were conducted independently and did not employ proper and systematic steps to capture the satisfaction function. © 2018, Institute of Applied Informatics at University of Leipzig. Springer Verlag 2018 Article NonPeerReviewed https://www.scopus.com/inward/record.uri?eid=2-s2.0-85040929284&doi=10.1007%2fs12525-018-0286-5&partnerID=40&md5=c429332e34a51c27f5134ac7b9c75ec8 Ting, D.H. (2018) Modeling the customer satisfaction function: a two-country comparison. Electronic Markets, 28 (2). pp. 163-175. http://eprints.utp.edu.my/20942/
institution Universiti Teknologi Petronas
collection UTP Institutional Repository
description This paper provides a framework that integrates and reinterprets prior research on satisfaction modeling (function) and proposes the existence of non-linear and curvilinear/higher-order relationships to model online banking customers. It provides a framework that examines two closely related but distinct countries�Malaysia, a developing country, and Singapore, a developed country�and identifies whether modeling online banking customers through satisfaction is unique to each context or is generic. Using a systematic and step-by-step hierarchical moderated regression approach, this study tries to understand the relationship among repurchase intention, satisfaction, and trust, moderated by bank size. Malaysia portrays a linear relationship, while Singapore depicts non-linear and curvilinear/high-order relationships. The findings suggest that modeling online banking customers through satisfaction depends on a country�s economic development. By contrast, prior studies on modeling customers through satisfaction were conducted independently and did not employ proper and systematic steps to capture the satisfaction function. © 2018, Institute of Applied Informatics at University of Leipzig.
format Article
author Ting, D.H.
spellingShingle Ting, D.H.
Modeling the customer satisfaction function: a two-country comparison
author_sort Ting, D.H.
title Modeling the customer satisfaction function: a two-country comparison
title_short Modeling the customer satisfaction function: a two-country comparison
title_full Modeling the customer satisfaction function: a two-country comparison
title_fullStr Modeling the customer satisfaction function: a two-country comparison
title_full_unstemmed Modeling the customer satisfaction function: a two-country comparison
title_sort modeling the customer satisfaction function: a two-country comparison
publisher Springer Verlag
publishDate 2018
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85040929284&doi=10.1007%2fs12525-018-0286-5&partnerID=40&md5=c429332e34a51c27f5134ac7b9c75ec8
http://eprints.utp.edu.my/20942/
_version_ 1741196419653435392
score 11.62408

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