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Automated service quality as a predictor of customers' commitment: A practical study within the UAE retail banking context by Mohammad Ahmad Al‐Hawari is a Business, Management and Accounting article available to read on EtoBox.

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## Purpose The main purpose of this paper is to highlight the significance of automated service factors, customer trust, and delight in customer commitment within the United Arab Emirates (UAE) banking context. ## Design/methodology/approach The relative importance of automated service factors to customer delight, trust, and commitment was examined. The paper then proposed a conceptual model of the relationship between automated factors, customer delight, trust, and commitment within the UAE banking context. A survey was designed and data collected through the mall intercept method. AMOS 6 was used to test the hypothesized relationships. ## Findings Most of the automated factors have no direct relationship with customer commitment, but an indirect one through customer trust and delight. Automated factors have a direct and positive influence on customer delight, which in turn has a direct influence on both customer trust and customer commitment. Customer trust is also related positively and directly to customer commitment. ## Research limitations/implications This research has been applied to the financial institutions in the UAE. Further testing of the proposed conceptual model acr

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Author

Mohammad Ahmad Al‐Hawari

Publisher

Emerald Group Publishing Limited; Emerald (MCB UP ); Emerald Group Publishing Ltd.; Emerald (ISSN 1355-5855)

Published

2011

Language

EN

Field

Business, Management and Accounting (Social Sciences)