How bank branches affect customer service quality perceptions.

The Australian banking industry has changed significantly with the introduction of electronic banking technology. This has led to a situation where facilities such as ATM machines and Internet Banking have become increasingly important in the service delivery process. Traditionally, there has been relatively little research into the role facilities play in service satisfaction. There is also little literature about how customers interact with service facilities. This has left banks grappling with facility design and planning issues. This article examines how Australian bank customers interact with local banking facilities by investigating five aspects of the service facility: Access, Atmospherics, Waiting Time, Technology, and Security. Findings suggest that facilities have a significant impact on customer satisfaction levels. Convenient and easy access, security, and a comfortable level of technology were identified by customers as the most important factors influencing their satisfaction levels.<br /

Shopping Motivation, Optimum Stimulation Level, Cognitive Response and Store Patronage Satisfaction: a Case of Indonesia

This study focuses on the relationship between shopping motivation including t he optimum stimulation level and cognitive response and store patronage satisfaction. Shopping motivation focuses o n hedonic shopping motivations while cognitive response is measured in terms of the perception o f merchandise quality and the perception of service quality. T he findings show a moderate relationship between shopping motivation and the perception of merchandise quality and the perception of service quality.A highly significant correlation exists between the perception of merchandise quality and t he perception of service quality and store patronages satisfactio

Shopping Motivation, Optimum Stimulation Level, Cognitive Response and Store Patronage Satisfaction: A Case of Indonesia

This study focuses on the relationship between shopping motivation including t he optimum stimulation level and cognitive response and store patronage satisfaction. Shopping motivation focuses o n hedonic shopping motivations while cognitive response is measured in terms of the perception o f merchandise quality and the perception of service quality. T he findings show a moderate relationship between shopping motivation and the perception of merchandise quality and the perception of service quality.A highly significant correlation exists between the perception of merchandise quality and t he perception of service quality and store patronages satisfactio

Shopping Motivation, Optimum Stimulation Level, Cognitive Response and Store Patronage Satisfaction: A Case of Indonesia

This study focuses on the relationship between shopping motivation including t he optimum stimulation level and cognitive response and store patronage satisfaction. Shopping motivation focuses o n hedonic shopping motivations while cognitive response is measured in terms of the perception o f merchandise quality and the perception of service quality. T he findings show a moderate relationship between shopping motivation and the perception of merchandise quality and the perception of service quality.A highly significant correlation exists between the perception of merchandise quality and t he perception of service quality and store patronages satisfactio

The influence of shopping motivation, optimum stimulation level, perception of store atmosphere, and satisfaction on pepatronage intention

This study focuses on the relationship between shopping motivations, optimum stimulation level, perceptions of store atmosphere, store patronage satisfaction and repatronage intention.Three hundred and thirty shoppers, across three store types, were surveyed over a two week period. The results indicate that shopping motivations have a moderate influence on the perception of interior layout, social factors and store space while OSL has a slight effect on the perception of store atmosphere. Furthermore, the study found that store patronage satisfaction is influenced by the perception of interior layout, social factors and store space. In turn, this store patronage satisfaction affects repatronage intention. In light of the findings, recommendations for retailers are provided

Luxury purchases by working class, middle aged males in regional Western Australia

Studies of luxury purchases usually focus on high-end products targeting professionals. Thanks to an economic boom, working class men in mineral-rich regional Australia also have the financial wherewithal to purchase luxury items. This paper uses qualitative, convergent interviews to explore custom-crafted motorcycle purchases by skilled and semi-skilled workers in rural and remote Western Australia. The results suggest that key factors contributing to these luxury purchases are high income, relationship breakdowns, and the onset of middle age

An investigation into gambling purchases using the NBD and NBD–Dirichlet models

Gambling consumption, NBD model, NBD–Dirichlet model,