@article{scholars10348,
            year = {2018},
       publisher = {Springer Verlag},
         journal = {Electronic Markets},
           pages = {163--175},
          number = {2},
          volume = {28},
            note = {cited By 3},
             doi = {10.1007/s12525-018-0286-5},
           title = {Modeling the customer satisfaction function: a two-country comparison},
        abstract = {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{\^a}??Malaysia, a developing country, and Singapore, a developed country{\^a}??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{\^a}??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. {\^A}{\copyright} 2018, Institute of Applied Informatics at University of Leipzig.},
             url = {https://www.scopus.com/inward/record.uri?eid=2-s2.0-85040929284&doi=10.1007\%2fs12525-018-0286-5&partnerID=40&md5=c429332e34a51c27f5134ac7b9c75ec8},
            issn = {10196781},
          author = {Ting, D. H.}
}