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The Critical Role of Perceived Risk and Trust in Determining Customer Satisfaction with Automated Banking Channels

Antje Cockrill, Mark M. H Goode, Andrea Beetles

Services Marketing Quarterly, Volume: 30, Issue: 2, Pages: 174 - 193

Swansea University Author: Antje Cockrill

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DOI (Published version): 10.1080/15332960802619231

Abstract

<p>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...

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Published in: Services Marketing Quarterly
Published: 2009
Online Access: http://www.tandfonline.com/doi/abs/10.1080/15332960802619231
URI: https://cronfa.swan.ac.uk/Record/cronfa6937
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spelling 2013-08-19T15:07:40.0581055 v2 6937 2012-01-29 The Critical Role of Perceived Risk and Trust in Determining Customer Satisfaction with Automated Banking Channels 9470d0b291ef0d2c4dc6b1cd40a0bd2f Antje Cockrill Antje Cockrill true false 2012-01-29 BBU &#60;p&#62;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.&#60;/p&#62; Journal Article Services Marketing Quarterly 30 2 174 193 Consumer behaviour, effects of moderators, perceived risk, trust, predicting consumer satisfaction 31 12 2009 2009-12-31 10.1080/15332960802619231 http://www.tandfonline.com/doi/abs/10.1080/15332960802619231 COLLEGE NANME Business COLLEGE CODE BBU Swansea University 2013-08-19T15:07:40.0581055 2012-01-29T10:26:07.8730000 Faculty of Humanities and Social Sciences School of Management - Business Management Antje Cockrill 1 Mark M. H Goode 2 Andrea Beetles 3
title The Critical Role of Perceived Risk and Trust in Determining Customer Satisfaction with Automated Banking Channels
spellingShingle The Critical Role of Perceived Risk and Trust in Determining Customer Satisfaction with Automated Banking Channels
Antje Cockrill
title_short The Critical Role of Perceived Risk and Trust in Determining Customer Satisfaction with Automated Banking Channels
title_full The Critical Role of Perceived Risk and Trust in Determining Customer Satisfaction with Automated Banking Channels
title_fullStr The Critical Role of Perceived Risk and Trust in Determining Customer Satisfaction with Automated Banking Channels
title_full_unstemmed The Critical Role of Perceived Risk and Trust in Determining Customer Satisfaction with Automated Banking Channels
title_sort The Critical Role of Perceived Risk and Trust in Determining Customer Satisfaction with Automated Banking Channels
author_id_str_mv 9470d0b291ef0d2c4dc6b1cd40a0bd2f
author_id_fullname_str_mv 9470d0b291ef0d2c4dc6b1cd40a0bd2f_***_Antje Cockrill
author Antje Cockrill
author2 Antje Cockrill
Mark M. H Goode
Andrea Beetles
format Journal article
container_title Services Marketing Quarterly
container_volume 30
container_issue 2
container_start_page 174
publishDate 2009
institution Swansea University
doi_str_mv 10.1080/15332960802619231
college_str Faculty of Humanities and Social Sciences
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hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
url http://www.tandfonline.com/doi/abs/10.1080/15332960802619231
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description &#60;p&#62;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.&#60;/p&#62;
published_date 2009-12-31T03:08:34Z
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