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 ANZMAC 2002 : Proceedings of the Australian and New Zealand Marketing Academy Conference 2002, ANZMAC, Dunedin, N.Z., pp. 2901-2907. Attached Files Name Description MIMEType Size Downloads Title Testing the factor structure of the behavioral-intentions battery: an empirical study of the Australian banking industry Author(s) Pont, Marcin McQuilken, Lisa orcid.org/0000-0002-2314-7502 Conference name Australian and New Zealand Marketing Academy. Conference (2002 : Melbourne, Victoria) Conference location Melbourne, Victoria Conference dates 2-4 Dec. 2002 Title of proceedings ANZMAC 2002 : 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 Conference series Australian and New Zealand Marketing Academy Conference 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 Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services 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 Collections: Faculty of Business and Law School of Management and Marketing Related Links Link Description Connect to published version Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Wed, 25 Feb 2009, 16:07:42 EST Tue, 23 Jun 2009, 12:39:08 EST Wed, 27 Aug 2014, 21:25:03 EST Fri, 05 Sep 2014, 11:19:08 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 1020 Abstract Views, 0 File Downloads  -  Detailed Statistics Created: Mon, 07 Jul 2008, 09:41:27 EST