The Impact of Cognitive versus Affective Aspects on Consumer Usage of Financial Service Delivery Channels



Table 1: Comparison of the factor analysis between the four channel strata

Factor title

Debit-card
channel

Telephone-
based
channel

Internet-
based
channel

Branch
channel

Factor
belonging
to group a

Perceived Service Quality
__________(5 dimens.)b_________

X
(α=0.926)

X
(α=0.939)

C

Perceived Service Quality
__________(4 dimens.)__________

X
(α=0.907)

X
(α=0.899)

C

Enjoyment with Technology

X
(α=0.741)

X
(α=0.749)

X
(α=0.739)

X
(α=0.784)

A

Preference for Technological
Interfaces

X
(α=0.618)

X
-

X
(α=0.623)

X
(α=0.757)

A

Desire for Control

X
(α=0.504)

X
(α=0.6)

X
(α=0.454)

X
-

A

Perceived Communication
Efforts

X
(α=0.666)

X
(α=0.752)

X
(α=0.629)

X
-

C

Tangibles

X
-

X
(α=0.589)

X
(α=0.564)

X
-

C

Perceived Risk

X

-

X
-

X
(α=0.731)

C

Perceived Service Quality of
Technology-based Channels

X
(α=0.635)

X
(α=0.546)

C

Perceived Service Quality of
Human-based Channel

X
-

X
(α=0.686)

C

Enjoyment with Technology
(playful interaction)

X
-

A

Enjoyment with Participation

X
-

X
-

A

Notes:

A = Affective factor

C = Cognitive factor

Perceived service quality five dimensions are the dimensions included in SERVPERF scale (Cronin
and Taylor, 1992). Perceived service quality four dimensions are all of these dimensions, with the
exception of the tangibles dimension.

Single-item factors for which calculation of Cronbach’s alpha is not possible.

Some differences emerged from the factor analysis compared to the variables that
were defined in the model:

• For the debit card and the branch channels, ‘perceived service quality’ comprised
items related to the five dimensions of SERVQUAL. For the telephone-based and the
Internet-based channels, it comprised items of four dimensions, excluding items related to

15



More intriguing information

1. The name is absent
2. The name is absent
3. The name is absent
4. Social Irresponsibility in Management
5. The name is absent
6. The name is absent
7. Spectral calibration of exponential Lévy Models [1]
8. Deletion of a mycobacterial gene encoding a reductase leads to an altered cell wall containing β-oxo-mycolic acid analogues, and the accumulation of long-chain ketones related to mycolic acids
9. The name is absent
10. Migrant Business Networks and FDI
11. Handling the measurement error problem by means of panel data: Moment methods applied on firm data
12. On the Real Exchange Rate Effects of Higher Electricity Prices in South Africa
13. Regional science policy and the growth of knowledge megacentres in bioscience clusters
14. A Pure Test for the Elasticity of Yield Spreads
15. The Social Context as a Determinant of Teacher Motivational Strategies in Physical Education
16. Staying on the Dole
17. The name is absent
18. PER UNIT COSTS TO OWN AND OPERATE FARM MACHINERY
19. Mergers under endogenous minimum quality standard: a note
20. Mergers and the changing landscape of commercial banking (Part II)