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