Prediction of overall satisfaction, affective attitude and future behavioural intentions using SERVQUAL - an empirical study of Australian retail banking

Chris Baumann; Suzan Burton; Greg Elliott; Hugo Kehr

Prediction of overall satisfaction, affective attitude and future behavioural intentions using SERVQUAL - an empirical study of Australian retail banking

Chris Baumann, Suzan Burton, Greg Elliott, Hugo Kehr

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

Abstract

This study analyses prediction of overall satisfaction, affective attitude and future behavioural intentions using the five SERVQUAL dimensions. Five models were developed explaining 62% of the variation in overall satisfaction and 72% of affective attitude. Models predicting future behavioural intentions could explain 71% in terms of word of mouth, 43% in terms of short-term and 46% of the variation of long-term intentions to remain a customer of the bank. The results also suggest that SERVQUAL is an adequate construct to predict affective attitude and overall satisfaction, yet has limited explanatory power in direct prediction of future behavioural intentions. The latter are predominantly predicted by affective attitude and overall satisfaction.

Original language	English
Title of host publication	Proceedings of Academy of Marketing Science International Retailing Conference
Editors	B. Babin
Place of Publication	Athens, Georgia, USA
Publisher	Academy of Marketing Science
Number of pages	22
Publication status	Published - 2005
Event	Academy of Marketing Science International Retailing Conference - Reims, France Duration: 1 Jul 2005 → 2 Jul 2005

Conference

Conference	Academy of Marketing Science International Retailing Conference
City	Reims, France
Period	1/07/05 → 2/07/05

Keywords

retail banking
attitude
satisfaction
behavioural intentions
loyalty
SERVQUAL

Cite this

@inproceedings{98cd0097f04941ac9f6e3f4a7a66ced9,

title = "Prediction of overall satisfaction, affective attitude and future behavioural intentions using SERVQUAL - an empirical study of Australian retail banking",

abstract = "This study analyses prediction of overall satisfaction, affective attitude and future behavioural intentions using the five SERVQUAL dimensions. Five models were developed explaining 62% of the variation in overall satisfaction and 72% of affective attitude. Models predicting future behavioural intentions could explain 71% in terms of word of mouth, 43% in terms of short-term and 46% of the variation of long-term intentions to remain a customer of the bank. The results also suggest that SERVQUAL is an adequate construct to predict affective attitude and overall satisfaction, yet has limited explanatory power in direct prediction of future behavioural intentions. The latter are predominantly predicted by affective attitude and overall satisfaction.",

keywords = "retail banking, attitude, satisfaction, behavioural intentions, loyalty, SERVQUAL",

author = "Chris Baumann and Suzan Burton and Greg Elliott and Hugo Kehr",

year = "2005",

language = "English",

editor = "B. Babin",

booktitle = "Proceedings of Academy of Marketing Science International Retailing Conference",

publisher = "Academy of Marketing Science",

note = "Academy of Marketing Science International Retailing Conference ; Conference date: 01-07-2005 Through 02-07-2005",

}

Baumann, C, Burton, S, Elliott, G & Kehr, H 2005, Prediction of overall satisfaction, affective attitude and future behavioural intentions using SERVQUAL - an empirical study of Australian retail banking. in B Babin (ed.), Proceedings of Academy of Marketing Science International Retailing Conference. Academy of Marketing Science, Athens, Georgia, USA, Academy of Marketing Science International Retailing Conference, Reims, France, 1/07/05.

Prediction of overall satisfaction, affective attitude and future behavioural intentions using SERVQUAL - an empirical study of Australian retail banking. / Baumann, Chris; Burton, Suzan; Elliott, Greg et al.

Proceedings of Academy of Marketing Science International Retailing Conference. ed. / B. Babin. Athens, Georgia, USA : Academy of Marketing Science, 2005.

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

TY - GEN

T1 - Prediction of overall satisfaction, affective attitude and future behavioural intentions using SERVQUAL - an empirical study of Australian retail banking

AU - Baumann, Chris

AU - Burton, Suzan

AU - Elliott, Greg

AU - Kehr, Hugo

PY - 2005

Y1 - 2005

N2 - This study analyses prediction of overall satisfaction, affective attitude and future behavioural intentions using the five SERVQUAL dimensions. Five models were developed explaining 62% of the variation in overall satisfaction and 72% of affective attitude. Models predicting future behavioural intentions could explain 71% in terms of word of mouth, 43% in terms of short-term and 46% of the variation of long-term intentions to remain a customer of the bank. The results also suggest that SERVQUAL is an adequate construct to predict affective attitude and overall satisfaction, yet has limited explanatory power in direct prediction of future behavioural intentions. The latter are predominantly predicted by affective attitude and overall satisfaction.

AB - This study analyses prediction of overall satisfaction, affective attitude and future behavioural intentions using the five SERVQUAL dimensions. Five models were developed explaining 62% of the variation in overall satisfaction and 72% of affective attitude. Models predicting future behavioural intentions could explain 71% in terms of word of mouth, 43% in terms of short-term and 46% of the variation of long-term intentions to remain a customer of the bank. The results also suggest that SERVQUAL is an adequate construct to predict affective attitude and overall satisfaction, yet has limited explanatory power in direct prediction of future behavioural intentions. The latter are predominantly predicted by affective attitude and overall satisfaction.

KW - retail banking

KW - attitude

KW - satisfaction

KW - behavioural intentions

KW - loyalty

KW - SERVQUAL

M3 - Conference proceeding contribution

BT - Proceedings of Academy of Marketing Science International Retailing Conference

A2 - Babin, B.

PB - Academy of Marketing Science

CY - Athens, Georgia, USA

T2 - Academy of Marketing Science International Retailing Conference

Y2 - 1 July 2005 through 2 July 2005

ER -

Prediction of overall satisfaction, affective attitude and future behavioural intentions using SERVQUAL - an empirical study of Australian retail banking

Abstract

Conference

Keywords

Fingerprint

Cite this