Measuring banks' automated service quality : A confirmatory factor analysis approach

Al-Hawari, Mohammed, Hartley, Nicole and Ward, Tony (2005) Measuring banks' automated service quality : A confirmatory factor analysis approach. Marketing Bulletin, 16 1: 1-19.

Author Al-Hawari, Mohammed
Hartley, Nicole
Ward, Tony
Title Measuring banks' automated service quality : A confirmatory factor analysis approach
Journal name Marketing Bulletin
ISSN 0113-6895
1176-645X
Publication date 2005-05-01
Sub-type Article (original research)
Volume 16
Issue 1
Start page 1
End page 19
Total pages 20
Place of publication Palmerston North, N.Z
Publisher Massey University * Department of Marketing
Language eng
Formatted abstract
Automated service quality has been recognised as the factor which determines the suc cess or failure of electronic commerce. Those models current ly available to measure automated service quality are limited in their focus, encompassing only one electronic channel – the internet – thereby ignoring attributes of the other automated service channels. In relation to the banking sector, research has identified that bank customers tend to use a combination of automated service channe ls. As such, this research strives to develop a comprehensive model of banking automated service quality taking into consideration the unique attributes of each delivery channel and other dimensions that have a potential influence on quality issues. The proposed model has been empirically tested for unidimensionality, reliability, and validity
using confirmatory factor analysis.
Keyword Automated Services
Banks
Atm
Internet banking
Telephone banking
Confirmatory Factor Analysis
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status Unknown

Document type: Journal Article
Sub-type: Article (original research)
Collections: ERA 2012 Admin Only
UQ Business School Publications
 
Versions
Version Filter Type
Citation counts: Google Scholar Search Google Scholar
Created: Wed, 19 Oct 2011, 17:07:39 EST by Karen Morgan on behalf of UQ Business School