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Testing the factor structure of the behavioral-intentions battery: an empirical study of the Australian banking industry

Pont, Marcin and McQuilken, Lisa 2002, Testing the factor structure of the behavioral-intentions battery: an empirical study of the Australian banking industry, in Proceedings of the Australian and New Zealand Marketing Academy Conference 2002, ANZMAC, Dunedin, N.Z., pp. 2901-2907.


Title Testing the factor structure of the behavioral-intentions battery: an empirical study of the Australian banking industry
Author(s) Pont, Marcin
McQuilken, Lisa
Conference name ANZMAC 2002. Australian and New Zealand Marketing Academy Conference.
Conference location Melbourne, Australia
Conference dates 2-4 December 2002
Title of proceedings Proceedings of the Australian and New Zealand Marketing Academy Conference 2002
Editor(s) Shaw, Robin N.
Adam, Stewart
McDonald, Health
Publication date 2002
Series PANDORA electronic collection
Start page 2901
End page 2907
Publisher ANZMAC
Place of publication Dunedin, N.Z.
Summary The five-factor ‘Behavioural-Intentions Battery’ was developed by Zeithaml, Berry and Parasuraman (1996), to measure customer behavioural and attitudinal intentions. The structure of this model was re-examined by Bloomer, de Ruyter and Wetzels (1999) across different service industries. They concluded that service loyalty is a multi dimensional construct consisting of four, not five, distinct dimensions. To date, neither model has been tested within a banking environment. This research independently tested the ‘goodness of fit’ of both the four and five-factor models, to data collected from branch bank customers. Data were collected via questionnaire with a sample of 348 banking customers. A confirmatory factor analysis was conducted upon the two opposing factor structures, revealing that the five-factor structure has a superior model fit; however, the fit is ‘marginal’.
ISBN 0730025624
ISSN 1447-3275
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2002
Persistent URL http://hdl.handle.net/10536/DRO/DU:30004785

Document type: Conference Paper
Collection: School of Management and Marketing
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