All for one but does one strategy work for all?

Yi Ching Hsieh; Jinshyang Roan; Anurag Pant; Jung Kuei Hsieh; Wen Ying Chen; Monle Lee; Hung Chang Chiu

doi:https://doi.org/10.1108/09604521211231003

doi.org/10.1108/09604521211231003

All for one but does one strategy work for all?

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..., Hung Chang Chiu

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Managing service quality

Volume: 22, Issue: 3, Pages: 310 - 335

Published: May 11, 2012

Abstract

Purpose The purpose of this paper is to explore how multichannel customers evaluate overall satisfaction across distribution channels and what the antecedents are of such satisfaction. Design/methodology/approach A survey of bank customers in Taiwan was conducted. The total number of valid questionnaires was 479. Reliability and validity were tested. Maximum likelihood procedure of LISREL 8.8 was used to test the hypothesized structural equation...