eprintid: 10348
rev_number: 2
eprint_status: archive
userid: 1
dir: disk0/00/01/03/48
datestamp: 2023-11-09 16:36:58
lastmod: 2023-11-09 16:36:58
status_changed: 2023-11-09 16:31:11
type: article
metadata_visibility: show
creators_name: Ting, D.H.
title: Modeling the customer satisfaction function: a two-country comparison
ispublished: pub
note: cited By 3
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�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.
date: 2018
publisher: Springer Verlag
official_url: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85040929284&doi=10.1007%2fs12525-018-0286-5&partnerID=40&md5=c429332e34a51c27f5134ac7b9c75ec8
id_number: 10.1007/s12525-018-0286-5
full_text_status: none
publication: Electronic Markets
volume: 28
number: 2
pagerange: 163-175
refereed: TRUE
issn: 10196781
citation:   Ting, D.H.  (2018) Modeling the customer satisfaction function: a two-country comparison.  Electronic Markets, 28 (2).  pp. 163-175.  ISSN 10196781