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Customer Satisfaction with Bank Services: A Multidimensional Space Analysis

1989; Emerald Publishing Limited; Volume: 7; Issue: 5 Linguagem: Inglês

10.1108/02652328910131926

1758-5937

Luiz Moutinho, Douglas Brownlie,

Customer Service Quality and Loyalty

The nature and direction of the satisfactions that are delivered to consumers of bank services are explored, and the criteria used to evaluate these services are highlighted. The non‐metric multidimensional scaling technique enabled respondents′ perceptions to be represented spatially. It is revealed that respondents had high levels of satisfaction with regard to the location and accessibility of branches and ATMs, and acceptance of the current levels of banking fees; but expressed some caution in their evaluation of new and improved services.