The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction

By Mohammed Al-Hawari, T. Ward. 2006

339 citations recorded by the source corpus.

Purpose – First, to investigate the relationship between customer perception of service quality and bank financial performance in the new context of the automated banking environment in Australia. Second, to test for the mediating role of customer satisfaction in that relationship.Design/methodology/approach – Reviews a very large literature and numerous previous empirical investigations of service quality. Defines automated service quality. Proposes a mediated model linking service quality to banks' financial performance through customer satisfaction in the context of the automated retail banking, and tests it by structural equation modelling (Amos 5).Findings – Customer satisfaction is confirmed as a mediator in the relationship between automated service quality and financial performance.Research limitations/implications – Further research is indicated, to validate the relevance of the findings across different countries.Practical implications – The proposed model can guide the formulation of marketing ...

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/0c080368e9e92c85c022143cac2898754092c5c3

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Citations in the corpus

English Language Teaching and Learning Issues in Malaysia: Learners' Perceptions via Facebook Dialogue Journal (2012, neutral): “[1] Al-Hawari, M.”
Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value (2012, neutral): “In some industries quality may have a significant positive relationship on customer satisfaction which may not be the case in other industries (Al-Hawari and Ward, 2006). Here, this study will measure the mediating role of perceived value as attributed by a customer to service quality and customer s”
The impact of website quality on customer satisfaction and purchase intentions : evidence from Chinese online visitors (2008, background): “Various studies have been devoted to the importance of service quality, customer satisfaction, and customer experience in the virtual environment (Al-Hawari and Ward, 2006; Parasuraman et al., 2005; Wolfinbarger and Gilly, 2003). However, as Fassnacht and Koese (2006) pointed out, substantial empiri”
An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking (2008, methodology): “Second, the squared multiple correlation was conducted to measure each indicator and how well an item measures a construct (Al-Hawari and Ward, 2006; Holmes-Smith, 2001; Hair et al., 1998).”
The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks (2019, methodology): “, 2011), the automatic service is satisfactory (Al-Hawari and Ward, 2006; Awan et al., 2011; Butt and Aftab, 2013), the consumer feels satisfied with the service from the employees (Agus et al.”
Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk (2018, background): “…different studies over the relevant areas that have addressed the impact of the perceived value and price value on the customer’s intention to use electronic channels (Al-Hawari and Ward, 2006; Ding et al., 2007; Gerrard and Cunningham, 2006; Ho and Ko, 2008; Lee and Allaway, 2002; Sathye, 1999).”
Islamic Banking Experience of Pakistan: Comparison between Islamic and Conventional Banks (2010, background): “The findings supported the hypotheses being consistent with the previous literature (Sureshchnader et al. 2002; Jamal, 2004; Arasli et al., 2005; Al-Hawari and Ward, 2006; Razak et al., 2007).”
Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty (2011, background): “In case of automated banking service quality dimensions have been found to affect customer satisfaction ( Al-Hawari and Ward, 2006”
Factor influences selection of Islamic banking: a study on Malaysian customer preferences (2009, background): “Research found that customer satisfaction mediates the effects of automated bank service quality on financial performance([18]).”
Understanding digital content marketing (2008, background): “…Chang 2003; Gouriaris et al. 2005; Holloway and Beatty 2003; Janda et al. 2002; Lee and Lin 2005; Wolfinbarger and Gilly 2002), online banking (e.g. Al-Hawari and Ward 2006; Bauer et al. 2005; Jayawardhena 2004; Zhu et al. 2002) and online service and customer support (e.g. Bitner et al. 2002;…”
An Empirical Survey of Individual Consumer, Business Firm and Financial Institution Attitudes towards Islamic Methods of Finance (2008, positive): “Al-Hawari Al-Hawari and Ward (2006) likewise considered the impact of automated banking on the perception of service quality.”
An analysis of the e-service literature: towards a research agenda (2006, background): “see issues in implementing service technology and e-services as critical in service operations, and Al-Hawari and Ward (2006)”