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.
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Appendix
Appendix
Trust
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I feel that I can trust this online banking completely.
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I feel that this online banking is dependable.
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Security of electronic transactions
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System security of online banking
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Compliance with needs and requirements
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Privacy in electronic transactions
Satisfaction
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Overall, I am satisfied with this online banking.
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My choice to use this online banking was a wise one.
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This online banking has been a good experience.
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This online banking has worked well.
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This online banking is what I need.
Bank Size
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Well known
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Good reputation
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Large scale
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Huge asset
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Steadfast
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Resource availability
Repurchase Intention
How likely are you to:
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use this online banking in the future?
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make an effort to use this online banking in your transactions?
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ensure all online banking transactions are through this bank?
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continue using this online banking as your transaction choice?
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Ting, D.H. Modeling the customer satisfaction function: a two-country comparison. Electron Markets 28, 163–175 (2018). https://doi.org/10.1007/s12525-018-0286-5
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DOI: https://doi.org/10.1007/s12525-018-0286-5