TY  - JOUR
EP  - 175
SN  - 10196781
PB  - Springer Verlag
TI  - Modeling the customer satisfaction function: a two-country comparison
SP  - 163
N1  - cited By 3
AV  - none
VL  - 28
UR  - https://www.scopus.com/inward/record.uri?eid=2-s2.0-85040929284&doi=10.1007%2fs12525-018-0286-5&partnerID=40&md5=c429332e34a51c27f5134ac7b9c75ec8
JF  - Electronic Markets
A1  - Ting, D.H.
Y1  - 2018///
ID  - scholars10348
N2  - 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 countriesâ??Malaysia, a developing country, and Singapore, a developed countryâ??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 countryâ??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.
IS  - 2
ER  -