Dissertations / Theses: 'Customer service-switching'

1

Bansal, Harvir S. "Service switching model, SSM, a model of customer switching behavior in the services industry." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 1997. http://www.collectionscanada.ca/obj/s4/f2/dsk3/ftp04/nq20548.pdf.

Full text

APA, Harvard, Vancouver, ISO, and other styles

2

Hanif, Basharat, and Hammad Saleem. "How Customer Support Service works for small companies in hospitality industry in Sweden? : A study of a small hotel in Karlstad." Thesis, Karlstads universitet, Handelshögskolan, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-30784.

Full text

APA, Harvard, Vancouver, ISO, and other styles

3

Han, Heesup. "Restaurant customers' emotional experiences and perceived switching barriers : a full-service restaurant setting." Diss., Manhattan, Kan. : Kansas State University, 2007. http://hdl.handle.net/2097/438.

Full text

APA, Harvard, Vancouver, ISO, and other styles

4

Nukpezah, Daniel, and Cephas Nyumuyo. "What Drives customer loyalty and Profitability? Analysis of Perspectives of retail customers in Ghana's Banking Industry." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1190.

Full text

Abstract:

Customer loyalty as a concept is a critical strategic option in today’s competitive environment. It is no surprise therefore that managers and researchers have increased their study and understanding of the concept as a strategic marketing imperative over the past decades to capture market share and improve profitability. Indeed the theoretical perspective is that competitive pricing as well as company image and reputation contribute to customer satisfaction and that service quality along a number of pathways drives customer loyalty and profitability thus: service quality--> customer satisfaction--> customer loyalty --> market share --> profitability. A few empirical studies have found these linkages to be true. However these factors differ in importance based on the cultural setting. We investigate (1) whether these relationships exist and (2) which of these factor(s) is/are important in motivating consumer loyalty from the perspectives of retail banking customers in Ghana. The study draws on customer behaviour and attitude premised on the SERVQUAL and SERVPERF models originated by Parasuraman et al., (1988), Cronin and Taylor (1992), and Brady and Cronin (2001) respectively as well as other researches based on the literature on customer satisfaction and loyalty. We used both quantitative and qualitative research approaches in our study and have drawn from both primary and secondary sources of data. We made use of a 7 point likert scale to develop indexes for the main constructs measured in this study and applied correlation, chi square (χ2) and regression analyses to evaluate the hypothesised relationships. Further we qualitatively analysed aspects of the data hinging on explanatory aspects of our research. The results among other things reveal that whilst service quality (especially empathy and reliability) and bank image and reputation are important instigators of customer satisfaction and loyalty, competitive pricing showed a weak linear relationship with customer satisfaction and loyalty (r < 0.5). On the other hand, increased market share was found to influence banks’ profitability. Finally we discuss the management implications of the study in terms of customer retention and profitability strategies for the banks in Ghana. We emphasise that management strategies that are service quality conscious, use person-organisation fit approaches to recruitment and effectively communicate strategies could help institutionalise a culture that is customer relation centred, help banks survive the competition, retain their customers and in the long run increase their profitability.

APA, Harvard, Vancouver, ISO, and other styles

5

Alsaggaf, Mohammed Ahmad. "Investigating customer intentions influenced by service quality : using the mediation of emotional and cognitive responses in Saudi Arabia." Thesis, Brunel University, 2017. http://bura.brunel.ac.uk/handle/2438/16173.

Full text

Abstract:

Mobile service operators are struggling to build strong relationship with their customers. The Saudi Market is described as a highly regulated and competitive sector. Consequently, it is essential that mobile service operators re-evaluate the level of their service quality and understand its critical factors that influence customer eWOM and switching intention through emotional and cognitive responses. According to the literature review, there is a need for studies on customer behaviour to demonstrate whether customer responses are prominent indicators of how customers feel. In addition, there is a lack of empirical study and theoretical modelling of the relationships between customers' emotional response and constructs based on other service experience. The main aim in this research is the investigating customer intentions influenced by service quality using the mediation of emotional and cognitive responses in Saudi Arabia. This research develops a theoretical framework that integrates a set of cognitive and emotional response (pleasure and arousal) to examine the influence of service quality on customer intention by using theory of reasoned action (TRA) and stimulus-organism-response (S-O-R), merged into one framework. Therefore, hypotheses are developed to test the relationship between the framework variables. This research adapts a quantitative methodology along with the positivist philosophical approach to investigate hypothetical relationships within the conceptual framework. This research used online surveys completed by mobile and social media users, including a survey with 601 responses out of 621. To analyse and validate the data, this study applies the structure equation model by using Statistical Package for the Social Sciences (SPSS) AMOS V. 23. The result indicates that there are significant relationships between service quality dimensions and emotional response (pleasure and arousal). Moreover, subjective norms have a significant relationship with customer intention and emotional response. In addition, emotional response has, both directly and indirectly, a significant relationship with customer intention. The overall results of this research indicate that both the effect of service quality on eWOM and switching intention were mediated by customer attitude and by the pleasure and arousal emotional responses. These research outcomes yield several theoretical and practical implications. A key limitation of this research is its data collection by using a quantitative research approach and cross-sectional methodology; consequently, the data collection was done solely in the KSA.

APA, Harvard, Vancouver, ISO, and other styles

6

Stiassny, Alfred, Agnes Somosi, and Krisztina Kolos. "Enhancing customer retention in case of service elimination? An empirical investigation in telecommunications." WU Vienna University of Economics and Business, 2019. http://epub.wu.ac.at/6865/1/wp283.pdf.

Full text

Abstract:

Generally, service industries require a rapid innovation of service portfolios to gain and maintain a competitive advantage. In this context, service elimination is a tool of portfolio renewal, where customer retention is a strategic priority for companies. This is especially so because service elimination usually causes higher churn rates than an average churn in telecommunications. Thus, customer retention is seen as a major aspect in enhancing service elimination success. The purpose of this paper is to investigate the factors that increase customer churn in the case of service elimination. We use one of the three Hungarian telecommunication Operator's databases containing usage data three months before and after Service elimination in the course of a major service package reform. Contract-related information and demographics of 10 065 customers are used to differentiate between high and low churn factors, taking care of a possible sample selection problem. The results show that in the course of service elimination there is a significant positive relationship between price decrease, tenure, interaction intensity on the one, and customer retention on the other side. Besides these, demographics (age and residence) also play an important role in explaining churn rates during service elimination. Furthermore, we find that a higher monthly fee after elimination increases the customer´s usage intensity. This research aims to contribute both to service elimination, as well as to customer retention literature, by hierarchical modeling of retention and usage during service elimination with practical implications for decision-makers in rapidly innovating telecommunication markets.
Series: Department of Economics Working Paper Series

APA, Harvard, Vancouver, ISO, and other styles

7

Jang, Hyun Mi. "Relationship management in international supply chains involving maritime transport : the role of logistics service quality, relationship quality and switching barriers in creating customer loyalty." Thesis, Cardiff University, 2011. http://orca.cf.ac.uk/54460/.

Full text

Abstract:

The overarching objective of this thesis is to explore the role of logistics service quality in generating customer loyalty by considering relationship quality and switching barriers in the unique context of maritime transport. This is to fill the gaps revealed in the current understanding of ocean carrier-shipper relationships, particularly the lack of studies attempting to investigate shippers' future intentions to use the same carrier as opposed to the many previous studies which focused on carrier selection criteria or on shippers' satisfaction with the service attributes. Specifically, this research develops a conceptual model in order to determine how and to what extent Logistics Service Quality (LSQ) and Relationship Quality (RQ) towards Customer Loyalty (CL) are related and examine the moderating role of Switching Barriers (SB). By dividing these major concepts into sub-constructs (i.e. LSQ-operational logistics service quality and relational logistics service quality, RQ-satisfaction, trust and commitment, CL-attitudinal loyalty and behavioural loyalty, and SB-switching costs, attractiveness of alternatives and interpersonal relationships), more sophisticated interrelationships are able to be explored. The overall research design adopted in this thesis is as follows. First, the coherent research model representing causal relationships between the key variables is developed on the basis of a literature review and semi-structured interviews with practitioners and academics. Secondly, the main data used is collected through a postal questionnaire survey from 227 freight forwarders doing business with container shipping lines in South Korea. Structural Equation Modelling (SEM) is employed in order to rigorously test the validity of the measurement models and examine the extensive set of relationships between the construct variables simultaneously in a holistic manner. The findings of this research demonstrate significant contributions of logistics service quality in predicting customer loyalty through relationship quality in the maritime transport context. The interrelationships between the sub-constructs of these concepts are also confirmed. In addition, difference in the hypothesised relationships is highlighted depending on switching barriers. In conclusion, the thesis extends the body of knowledge in maritime transport, logistics/SCM and relationship marketing particularly in the business-to-business context by suggesting that container shipping lines should develop a high level of logistics service quality and relationship quality and also should utilise switching barriers in order to attain higher (beyond mere satisfaction) levels of shippers' loyalty.

APA, Harvard, Vancouver, ISO, and other styles

8

Arshad, Rehan, and Aitzaz Saeed. "Corporate branding and customer’s purchase preferences in mobile phone telecommunication." Thesis, Halmstad University, School of Business and Engineering (SET), 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-1600.

Full text

Abstract:

This research is carried out to know the role of corporate branding in mobile phone telecommunication along with different influencing factors involved in the purchase of mobile telephone connections. This thesis discusses corporate branding from consumer’s point of view that how much they value it and what type of role it has.

This is a quantitative study. A questionnaire is used in order to investigate corporate branding and other influencing factors involved in purchase decision of the customers. Population selected for this study is “Students of Halmstad University”, who are studying here.

The analysis of this study reveals different set of results while making comparison between literature and empirical. It investigates the relative importance of the corporate branding to the customers in mobile phone telecommunication industry while making purchase decision.

The finding of this study provided useful information which is helpful not only for the students but also for the brand managers of mobile telecom operators that how they can improve their company’s strategic position for longer period of time through corporate branding to trigger more customers and for a good brand.

APA, Harvard, Vancouver, ISO, and other styles

9

Marques, Leandro Tolomeu. "Restabelecimento de energia em sistemas de distribuição considerando aspectos práticos." Universidade de São Paulo, 2018. http://www.teses.usp.br/teses/disponiveis/18/18154/tde-26072018-134924/.

Full text

Abstract:

No contexto da operação de sistemas de distribuição, um dos problemas com os quais os operadores lidam frequentemente é o de restabelecimento de energia. Este problema surge na ocorrência de uma falta permanente e pode ser tratado por meio de manobras em chaves presentes na rede primária. Uma vez que tais redes operam com topologia radial, a ocorrência de uma falta pode resultar no desligamento de consumidores saudáveis. Desta maneira, o problema consiste em definir, num curto intervalo de tempo, um número mínimo de chaves que devem ser operadas a fim de isolar a falta e restaurar o máximo de consumidores saudáveis desligados. Os esforços para a obtenção de ferramentas computacionais para fornecimento de soluções para o problema de restabelecimento têm sido intensificados nos últimos anos. Isto ocorre, em especial, devido aos enormes prejuízos causados pela falta de energia às companhias de eletricidade e a toda a sociedade. Neste sentido, o objetivo deste trabalho é a obtenção de um método para auxiliar o trabalho dos operadores através do fornecimento de planos adequados de restabelecimento em curtos intervalos de tempo. Os diferenciais deste método proposto são a sua capacidade de: lidar, em especial, com redes reais de grande porte com reduzido esforço computacional; considerar a existência de vários níveis de prioridade de atendimento entre os consumidores (note, por exemplo, que um hospital ou um centro de segurança pública devem ter maior prioridade de atendimento que um grande supermercado ou unidades residenciais) e priorizar o atendimento deles de acordo a sua prioridade; fornecer uma sequência por meio da qual as chaves possam ser operadas a fim de isolar os setores em falta e reconectar o maior número de consumidores saudáveis desligados executando-se o mínimo de manobras em chaves e priorizando os consumidores com maior prioridade; ser capaz de selecionar cargas menos prioritárias para permaneceram desligadas nas situações em que não é possível obter uma solução que restaure todas as cargas saudáveis fora de serviço; e, adicionalmente, priorizar a operação de chaves controladas remotamente, que, diferentemente das chaves controladas manualmente, podem ser operadas com menores custos e de maneira mais rápida. O método proposto consiste, de maneira sintética, na união de uma busca exaustiva aplicada localmente a um novo algoritmo evolutivo multi-objetivo em tabelas de subpopulação que faz uso de uma estrutura de dados eficiente denominada Representação Nó-Profundidade. Para avaliar a performance relativa do método proposto, simulações foram realizadas num sistema de distribuição de pequeno porte e os resultados foram comparados com os obtidos por um método de Programação Matemática. Na sequência, novos experimentos foram realizadas em diversos casos de falta na rede de distribuição da cidade de Londrina-PR e cidades adjacentes. As soluções fornecidas mostraram-se adequadas ao tratamento dos casos de falta, assim como as sequências de chaveamento associadas a elas, as quais foram capazes de priorizar o restabelecimento dos consumidores prioritários seguindo seus níveis de prioridade. Adicionalmente, estudos avaliaram a variação do tempo de processamento computacional do método proposto com a dimensão das redes de distribuições e também com o número de gerações realizadas pelo algoritmo evolutivo multi-objetivo proposto e os resultados mostraram-se satisfatórios às necessidades do problema Portanto, pode-se comprovar que o método proposto atingiu os objetivos especificados, em especial, o tratamento de aspectos práticos do problema. Além do próprio método proposto, algumas contribuições desta pesquisa são a proposição um novo algoritmo evolutivo multiobjetivo em tabelas de subpopulação e de um novo operador para manipulação de florestas de grafo armazenadas pela Representação Nó-Profundidade e voltado ao problema de restabelecimento.
In the context of distribution systems operation, service restoration is one of the problems with which operators constantly deal. It arises when a permanent fault occurs and is treated trough operations in switches at primary grid. Since distribution systems are usually radial, fault occurrence turns-off healthy customers. Thereby, the service restoration problem consists in defining, in a short processing time, the minimum amount of switches that must be operated for the isolation of the fault and reconnection of the maximum amount of healthy out-of-service customers. The efforts of developing computational tools for getting solution to this problems has increased in the last years. It is, in special, due to enormous losses caused to the utilities and to the whole society. In this sense, the main objective of this research is getting a method able to help the distribution system operator\'s work through providing service restoration plans quickly. The differentials of this research are its ability to: deal, in special, with large scale grids whit a reduced computational effort; consider costumers of several priority levels (note, for instance, a hospital has a higher supply priority in relation to a big supermarket) and prioritize the higher priority customers; provide a switching sequence able to isolate and reconnect the maximum amount of healthy out-of-service customer by the minimum amount of switching actions; select lower priority customers to keep out-of-service in order to reconnect higher priority customers when a it is not possible to restore all customers; and, additionally, prioritize switching operation in remotely controlled switches, whose operation is faster and cheapest than the operation of manually controlled switches. The proposed method mixes a local exhaustive search and a new multi-objective evolutionary algorithm in subpopulation tables that uses a data structure named Node-Depth Encoding. For evaluating the relative performance of proposed method, simulations were performed in small distribution systems and the performance was compared with the performance a Mathematical Programing method from literature. New experiments were performed a Mathematical Programing method from literature. New experiments were performed in several fault situations in the real and large-scale distribution system of Londrina-PR and adjacent cities. The solutions provided were appropriated to the treatment of such contingency situations. The same occurs with the switching sequences provided, which were able to prioritize the restoration of higher priority customers. Additional studies evaluated the variation of the running time with the size of grids and with the values adopted for the maximum number of generations of the evolutionary algorithm (which is an input parameter). The results expressed the running time of the proposed method is suitable to the problem needs. Therefore, it could be proved the proposed method achieved the specified objectives, in special, the treatment of practical aspects of the problem. Besides the proposed method, some contributions of this research are proposition of a new multi-objective evolutionary algorithm in subpopulation tables and a new reproduction operator to manipulate graph forests computationally represented by Node-Depth Encoding.

APA, Harvard, Vancouver, ISO, and other styles

10

(9822542), Leonce Newby. "Service customers' switching behaviour." Thesis, 2013. https://figshare.com/articles/thesis/Service_customers_switching_behaviour/13431356.

Full text

Abstract:

Switching describes a composite set of related behaviours engaged in by customers when they replace or exchange a service provider. This behaviour is dynamic and muti-dimensional. In much of the previous switching research, these qualities have gone unrecognised. A sophisticated holistic account of customer service switching behaviour provides better insights into the management of customer/provider relationships, thereby providing a strategic opportunity for service businesses to increase their market share and profitability.

APA, Harvard, Vancouver, ISO, and other styles

11

Chen, Yen-Chun, and 陳彥君. "Relationship among Service Quality,Switching Cost,Customer Knowledge and Customer Loyalty." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/02414305011890384620.

Full text

Abstract:

碩士
國立臺北大學
企業管理學系碩士在職專班
98
Since macro environment has changed drastically in last few years, the fee income has become more value than the traditional interest income for the profiting of the banking industry in Taiwan. With the growing wealth in Pan Asia Pacific, reducing estate and gift tax rate by governments, the memorandum of cross-strait financial supervisory cooperation (MOU) signed by Taiwan and mainland China, as well as other bullish factors in 2009, all banks are optimistic about the expected wealth management business opportunities and enhance the wealth management business to increase market share and fee revenue in the beginning of 2010, as the important objective of bank annual business. From customer perceptions of bank services quality, satisfied services can strengthen customer loyalty, increase customer switching costs to decrease the will of converting and conversion. It also can effectively improve customer loyalty. Furthermore, by establishing and distributing customer knowledge and information, banks can multiply the customer loyalty appropriately. This study investigates the impact of service quality, switching costs on customer loyalty and the interference effect of customer knowledge. The convincing evidences of the study can provides the great information to banks to avoid price competition, to strengthen the customers’ understanding, and improve core competitiveness while providing investment finance services to customers. In order to collect related data for the study, the proportional stratified sampling method was introduced. The data including 280 valid samples were collected from north, central and south district customer questionnaires. For the theoretical framework and hypotheses, the study uses SPSS 17.0 software to implement statistical analysis and regression analysis to verify the impact of service quality, switching cost, and customer knowledge on customer loyalty and the association among them. The empirical result summarizes the following conclusions: 1. Service quality and switching cost have a significant impact on customer loyalty. 2. Customer knowledge has a strong interference effect on this impact.

APA, Harvard, Vancouver, ISO, and other styles

12

HUANG, JYUN-HAO, and 黃俊豪. "Service Quality, Customer Satisfaction And Customer Loyalty - Switching Costs as the moderato." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/45268903155231806764.

Full text

Abstract:

碩士
國立屏東大學
企業管理學系碩士班
103
The purpose of the study is discuss the related situation of the Fitness Factory member's relationship between service quality，customer satisfaction，switching cost and customer loyalty，and discussion on service quality and customer satisfaction to customer loyalty relationship is affected by the interference effect of switching costs，The subjects of study were the participants of Fitness Factory in Pingtung City，during January 20 to February 20.selected by Simple random sampling to distribution of questionnaire.405 questionnaire were provided，402 were valid and 99.26% effective rate.The hypotheses are verified by regression analysis and the results as following: (1) The main group of participants were male.age of 19-25，college is university，income of 20001-40000，ferquency exercise for over 3 times of per work and sports spend for under 1000 of per month. (2) Service quality, customer satisfaction、switching costs are a positive relationship with customer loyalty. (3)The relationship between the serving quality and customer loyalty is partially influenced by moderating effect of switching costs. (4) The relationship between the customer satisfaction and customer loyalty is partially influenced by moderating effect of switching costs.

APA, Harvard, Vancouver, ISO, and other styles

13

"An empirical study of customer switching behaviour in service industries." 1997. http://library.cuhk.edu.hk/record=b5889346.

Full text

Abstract:

by Leona Tam Wing Yin.
Thesis (M.Phil.)--Chinese University of Hong Kong, 1997.
Includes bibliographical references (leaves 115-122).
ABSTRACT --- p.ii
TABLE OF CONTENTS --- p.iii
LIST OF FIGURES --- p.vi
LIST OF TABLES --- p.vii
Chapter Chapter I: --- INTRODUCTION --- p.1
Chapter 1.0 --- Overview --- p.1
Chapter 1.1 --- Objective --- p.2
Chapter 1.2 --- The Service Switching Behavior Model --- p.3
Chapter 1.3 --- The Design --- p.3
Chapter 1.4 --- Significance of This Study --- p.5
Chapter 1.5 --- Outline of This Study --- p.5
Chapter Chapter II: --- REVIEW OF LITERATURE AND MODEL DEVELOPMENT --- p.7
Chapter 2.0 --- Overview --- p.7
Chapter 2.1 --- Review of Relevant Studies in Services --- p.7
Chapter 2.1.1 --- Unique Characteristics of Services --- p.7
Chapter 2.1.2 --- Classification of Services --- p.9
Chapter 2.1.3 --- Measurement of Service Quality --- p.14
Chapter 2.1.4 --- Review of Past Studies in Service Switching Behavior --- p.16
Chapter 2.1.5 --- Characteristics of Service Switchers --- p.18
Chapter 2.2 --- Limitations of Past Studies --- p.18
Chapter 2.3 --- The Conceptual Model --- p.20
Chapter 2.3.1 --- The Conceptual Framework --- p.20
Chapter 2.3.2 --- Definition of Constructs --- p.22
Chapter 2.3.3 --- Causal Relationships among Constructs in the Conceptual Model and Hypotheses --- p.25
Chapter 2.4 --- Summary --- p.32
Chapter Chapter III: --- METHODOLOGY --- p.33
Chapter 3.0 --- Overview --- p.33
Chapter 3.1 --- Research Methodology --- p.33
Chapter 3.1.1 --- Research Strategies and Three-Horned Dilemma --- p.33
Chapter 3.1.2 --- The Research Strategy Chosen for This Study --- p.34
Chapter 3.1.3 --- The Design --- p.35
Chapter 3.1.4 --- The Sample --- p.36
Chapter 3.1.5 --- The Data Collection Procedure --- p.37
Chapter 3.2 --- Operationalization of Constructs --- p.38
Chapter 3.3 --- Statistical Analysis --- p.43
Chapter 3.4 --- Research Activities --- p.45
Chapter 3.4.1 --- Pretest for Selection of Services for the Study --- p.45
Chapter 3.4.2 --- Pretest of the Questionnaire --- p.48
Chapter 3.4.3 --- The Main Study --- p.48
Chapter 3.5 --- Summary --- p.48
Chapter Chapter IV: --- ANALYSIS AND DISCUSSION OF RESULTS --- p.50
Chapter 4.0 --- Overview --- p.50
Chapter 4.1 --- Scale Assessment --- p.50
Chapter 4.1.1 --- Unidimensionality of the Constructs --- p.51
Chapter 4.1.1.1 --- Exploratory Factor Analyses --- p.51
Chapter 4.1.1.2 --- Confirmatory Factor Analyses --- p.52
Chapter 4.1.2 --- Reliability --- p.53
Chapter 4.2 --- Structural Equation Modeling --- p.54
Chapter 4.2.1 --- The Structural Equation Models for All Three Services Combined --- p.55
Chapter 4.2.1.1 --- The Full Model for All Three Services Combined --- p.55
Chapter 4.2.1.2 --- The Modified Model for All Three Services Combined --- p.59
Chapter 4.2.2 --- The Structural Equation Model for Fastfood Restaurants --- p.61
Chapter 4.2.3 --- The Structural Equation Model for Hair Salons --- p.61
Chapter 4.2.4 --- The Structural Equation Model for Banks --- p.62
Chapter 4.3 --- Discussion --- p.63
Chapter 4.3.1 --- Results of the Service Switching Model for All Three Services Combined --- p.63
Chapter 4.3.2 --- Comparison of Structural Model Results of Overall Model and Individual Models --- p.64
Chapter 4.4 --- Summary --- p.67
Chapter Chapter V: --- CONCLUSION --- p.68
Chapter 5.0 --- Overview --- p.68
Chapter 5.1 --- Summary of the Research --- p.68
Chapter 5.2 --- Contributions of the Research --- p.72
Chapter 5.2.1 --- Theoretical Contributions --- p.72
Chapter 5.2.2 --- Managerial Implications --- p.76
Chapter 5.3 --- Limitations --- p.82
Chapter 5.3.1 --- Research Design --- p.82
Chapter 5.3.2 --- Sample and Sampling Procedure --- p.83
Chapter 5.3.3 --- Data Collection Procedure --- p.84
Chapter 5.3.4 --- Measurement --- p.85
Chapter 5.4 --- Future Research Direction --- p.85
Chapter 5.4.1. --- The Use of More Comprehensive Model as the Conceptual Framework --- p.85
Chapter 5.4.2 --- Testing the Effect of Situational Factors on Service Switching --- p.86
Chapter 5.4.3 --- Testing the Effect of the Customer's Personal Characteristics --- p.86
Chapter 5.4.4 --- Using Different Service Classification Schemes to Choose Representative Service Industries to Be Tested in the Conceptual Model --- p.87
Chapter 5.5 --- Summary --- p.87
FIGURES:
Figure 1 --- p.89
Figure 2 --- p.90
TABLES:
Table 1 --- p.91
Table 2 --- p.92
Table 3 --- p.94
Table 4 --- p.95
Table 5 --- p.97
Table 6 --- p.98
Table 7 --- p.100
Table 8 --- p.102
Table 9 --- p.104
Table 10 --- p.106
Table 11 --- p.108
Table 12 --- p.109
APPENDIX --- p.110
REFERENCE --- p.115

APA, Harvard, Vancouver, ISO, and other styles

14

Novianti, Hesti, and 韓斯蒂. "The Impact of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty for Telecommunication Service Providers in Indonesia." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/98664584256356270712.

Full text

Abstract:

碩士
國立成功大學
國際管理碩士在職專班
96
This research aims to examine mobile customer’s perception of service quality, customer value, customer satisfaction, corporate image, switching cost and customer loyalty. An empirical investigation of the relationships between service quality, customer value, corporate image, customer satisfaction, switching cost and customer loyalty was conducted based on a structural equation modeling (SEM) approach. The results found that service quality, customer value and switching cost have positive influence on customer satisfaction. In addition, result also indicated the impact of customer satisfaction; customer value and switching cost have positive influence on customer loyalty. This study investigates how customer satisfaction and switching cost influence customer loyalty. The adjustment effect of switching cost on customer satisfaction and customer loyalty is also analyzed. These findings provide valuable information for mobile service operators to increase the number of customers and customer loyalty by improving service quality, customer value, corporate image and customer satisfaction.

APA, Harvard, Vancouver, ISO, and other styles

15

LIN, YI-CHUN, and 林怡君. "The Impact of Website Service Quality, Customer Satisfaction, and Switching Cost on Customer Repurchase Intentions." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/59060118782266945287.

Full text

Abstract:

碩士
輔仁大學
織品服裝學系碩士班
104
In the massive grow up of the internet, many companies have start to translate the real world business mode to the internet. Consumers can make online shopping more convenient and faster to collect product information and complete the shopping required. In order to increase its revenue, the shopping websites have to strive for the user’s click and attract more people come to shopping at the websites. So that shopping websites are satisfying user’s needs, it can seem as a platform of shopping service industry. If the shopping websites can increase its customer satisfaction, it can also increase the user’s repurchase intentions. This will help the company to increase its income and reduce its cost. The questionnaires in this thesis focus on people who have experiences on the on-line shopping. There were 450 questionnaires distributed, and 304 were valid (65%). The purpose of this study is to reserch shopping website service quality, customer satisfaction, and switching cost affecting customer repurchase intentions. The main findings of this research showed that: 1. Varied service has significant influence on customer satisfaction. 2. Satisfaction has significant influence on customer satisfaction. 3. Switching cost has no significant influence on customer repurchase intentions.

APA, Harvard, Vancouver, ISO, and other styles

16

TAI, YANG-FEI, and 戴揚飛. "Benefit Exchange Effects on Customer Switching Intentions of Membership-based Service." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/89d667.

Full text

Abstract:

博士
銘傳大學
企業管理學系
104
Membership-based services are highly interactive in the relationships of customer-to-customer, as well as customer-provider. Service firms provide exclusive services from the dimensions of social and psychological benefits to members. Thus, it is appropriate to explore consumer switching behaviors from the perspective of “benefits.” This study is based on the benefit exchange theory and empirically investigates a proposed　formative FSP model (functional, social, and psychological benefits) of members’switching intentions. Examination of this proposed model through structural equation modeling, findings suggest that when members experience loss of functional benefits, they will consider to switch clubs. At the same time, when members and the club establish positive social relational benefits, their switch intentions will be lower. Where there are positive psychological benefits exist in between members and clubs, members will have lower intention to switch club. This research confirms that the benefit exchange theory can explain members’ intentions to switch from their current clubs and provides valuable recommendations to managers on retaining their members. Since the switching intentions of club members have not previously been adequately studied, this study fills an important gap in the literature.

APA, Harvard, Vancouver, ISO, and other styles

17

Shu, Cheng-Liang, and 徐誠良. "A Study on Service Quality, Switching Cost, Customer Satisfaction and Customer Loyalty – An Empirical Investigation of the Telecommunication Service Industry." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/3476yf.

Full text

Abstract:

碩士
國立臺北科技大學
商業自動化與管理研究所
97
Recently, the telecom service market grows strongly because of growing economy and the opening-up mobile industry, prospering telecom business in Taiwan. So, telecom service industry becomes one of the popular industries in the world. However, the competition among those telecoms has become more and more fierce. This causes the mobile phone users growth rate reached its peak, so it’s difficult to develop new customers. Therefore, the firms focus on the relationship of customer management, and try to reduce the damage of customer flow away. The consumer’s foundation makes the investigation of consumer satisfaction that only 26.7 percent of the consumers identify the service quality, revealing the service quality has the improvement space. To increase the consumer’s loyalty, the firm should upgrade their service quality and then influence the consumer’s satisfaction. As consumers become loyal customers, they can create profits for company and thus raise the brand performance. This research integrated with academic books and with related references has developed a research of consumer’s loyalty and theory framework. The data, collected from the consumers in Taipei by the questionnaire investigation method, explore how service quality, switching costs, and consumer satisfaction connect with consumer loyalty by the way of LISREL linear structure. The most significant findings are: 1. There is a significant, positive correlation between Service Quality and Switching Costs. 2. There is a significant, positive correlation between Service Quality and Consumer Satisfaction. 3. There is a significant, positive correlation between Consumer Satisfaction and Consumer Loyalty. 4. There isn’t a significant, positive correlation between Switching Costs and Consumer Loyalty. The survey takes consumer of telecom service industry to discover the relationships in different variables. Contributions of the findings are to provide business marketing strategy.

APA, Harvard, Vancouver, ISO, and other styles

18

Gao, Yang-Yang, and 高洋洋. "Exploring customer switching in O2O e-commerce: The perspective of service memory." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/n35qqy.

Full text

Abstract:

碩士
國立政治大學
資訊管理學系
107
With the development of information technology and the popularization of smart phones, the new e-commerce model—O2O (Online to Offline) has rapidly emerged. O2O is the combination of online and offline e-commerce processes. This model has changed the traditional business model and diversified the commerce transaction processes. This study is focused on the rational behavior theory and the relevant factors of online and offline shopping. Through the perspectives of implicit memory, explicit memory, and service, we tend to understand their influence on service memory and how relevant factors will affect consumers' conversions between offline to online and online to offline consumptions. Moreover, it is to study whether the conversion intentions and service memories of online consumption have an impact on consumers' conversion intentions for consumption of offline consumption. This study conducted a questionnaire survey, collected a total of 672 questionnaires, and deleted 420 valid questionnaires after deleting 42 invalid questionnaires. This research provides several key findings. Firstly, shopping convenience, information seeking, and variety search have positive effect on consumers' switching intentions from offline to online. Implicit memory, explicit memory these two variables have negative effect on consumers' switching intentions from offline to online on the other hand. Secondly, consumers' switching intentions from offline to online have positive affect to consumers’ behavior. Finally, switching cost has a moderating effect on the impacts on the switching intention of consumers made from implicit memory and shopping convenience. The results contribute both academic and practical development of e-commerce.

APA, Harvard, Vancouver, ISO, and other styles

19

Cheng, Chia-Fang, and 鄭佳芳. "THE EFFECT OF CUSTOMER PERCIVED VALUE AND SATISFACTION ON CUSTOMER SWITCHING INTENTION IN MOBILE BROADBAND DATA SERVICE." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/60702510291779418595.

Full text

Abstract:

碩士
大同大學
事業經營學系(所)
101
Since the Directorate General of Telecommunications, Ministry of Transportation and Communications launched the first generation Advanced Mobile Phone System on July 1st, 1989, the mobile phone industry has flourished in Taiwan. The focus of consumer usage pattern has gradually transformed from voice services in the early days to the development of high-speed data transmission. In a market with a near zero-sum game, the competition between enterprises to retain customers has become more intense. Therefore, the relationship between an enterprise and its customers is a very important issue to explore. The customer’s switching intention has a great influence on relationship termination and is considered important by scholars. This study introduces the customer’s perceived value and satisfaction as variables in the model so as to analyze and determine the customer’s switching intention and at the same time, examine the experience and feelings of customers who avail services. Moreover, it uses the structural equation model to determine the factors that affect the customer’s switching intention and the customer’s perceived value and satisfaction. It also determines how the customer’s switching intention is influenced and whether the customer’s satisfaction is influenced by the customer’s perceived value. Based on the study results, the uncontrollable factors of an enterprise have a positive effect on switching intention. The customer’s perceived value doesn’t have a significant effect on switching intention, but it has a positive effect on satisfaction. Moreover, customer’s satisfaction influences switching intention. Aside from developing an integrated model composed of four dimensions, this study also verifies the function of each factor and shows the correlation among these four dimensions so as to facilitate related studies. For practical application, this study can also provide the domestic telecom industry with feasible guidelines and important information to help increase competitiveness so as to cope with the current, fast-changing and uncontrollable environments that are faced by the domestic telecommunications industry, such as strengthening price flexibility, internalizing core competencies and enhancing the abilities to respond and gain information advantage over competitors. It is hoped that industry practitioners can change their organizational strategies to cope with the challenges of new service patterns or changing environments.

APA, Harvard, Vancouver, ISO, and other styles

20

Lin, Chi-Feng, and 林其鋒. "The Impact of Marketing Variables and Switching Costs on the Customer Switching Intention: Life Insurance Service in Taiwan." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/43070065879609393797.

Full text

Abstract:

碩士
輔仁大學
管理學研究所
91
Customer switching behavior not only damages the market share and profitability of service firms, but also can result in huge loss for life insurance, banking and mobile phone services which catch profits through continuous services or long-term memberships. It is very important for firms to know why customers switch and lower customer switching rates. If competitors provide superior marketing variables (e.g., lower price) relative to the incumbent, customers are likely to be attracted and switch firms. Besides, switching costs will also influence the likelihood of customer switching, even act as an exit barrier between buyer and seller. So understanding customers how to treat simultaneously relationships with the incumbent, switching costs and other firms’ marketing variables will help firms constitute its defending strategy or attacking strategy to attract other firms’ customers. This study’s purpose is to investigate the importance of price, product, interpersonal relationships and switching costs when customers consider to switch the life insurance services, and investigate if interpersonal relationships and switching costs can develop moderating effects on competitors’ marketing variables. The results suggest that consumers think price is the most important thing when they consider to switch, second is switching costs and products, interpersonal relationship with the incumbent is the last considering thing; with respect to switching barriers, switching costs will develop moderating effects on competitors’ price and product. The study contributes to find when customers consider simultaneously these factors, interpersonal relationship is not the most emphatic point; on the contrary, it is competitors’ price. Next, for the incumbent firms, constituting the defending strategy with switching costs will develop more moderating effects than the strategy with interpersonal relationships. There are two research suggestions: first, competitive firms should put strategic points on price and product; especially the price strategy, second, incumbent firms should constitute the defending strategy with switching costs to prevent customers switching. Because firms’ resources are rare, they need know what is consumers’ consideration and set the strategy correctly to reach the greatest utility. Firms can understand how consumers consider to switch the life insurance services through this research and can allocate resources efficiently. This study’s results have important implication on customer switching behavior.

APA, Harvard, Vancouver, ISO, and other styles

21

Yang, Ya-Shin, and 楊雅馨. "A Study on Service Quality, Switching Barriers and Customer Loyalty of Commercial Banks." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/14266485695343177227.

Full text

Abstract:

碩士
國立臺北大學
企業管理學系
93
In recent years, the financial industry in Taiwan suffered from more and more competitiveness, which resulted from enormous changes in the economic and financial environment, so the banks gain less and less profits. Service quality is an important weapon for banks to compete. This research focuses on the commercial banks in Taiwan. It establishes a service quality and switching barriers model for the banks. This study mainly investigated commercial banks to realize their service functions. The basic structure accorded to the dimensions of SERVQUAL scale in service quality and integrated several traditional measuring factors of banking and modern references of service quality. It also analyzed the relationships among service quality, switching barriers, customer satisfaction, and customer loyalty that can strengthen the concept that increasing service quality also can arouse competitiveness of banks. Basing on review the related literature, such as service quality, switching barriers, customer satisfaction, and customer loyalty, and then fitting the characteristics of the commercial banks, this research develops six dimensions to measure service quality and three dimensions to measure switching barriers. Afterwards, structural equation model is performed to examine the paths of different dimensions. In the empirical study, the main results are as follows: (1) Customer satisfaction and loyalty are influenced by consumer behavior. (2) Service quality, especially the clerks’ quality and cooperation’s image, has strongly positive influence on customer satisfaction. (3) Switching barriers has positive influence on customer loyalty.

APA, Harvard, Vancouver, ISO, and other styles

22

Lee, Ting-Chang, and 李亭樟. "A Study of Customer Switching Behavior toward Rate Plan in Mobile Service Industry." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/36239298604056479316.

Full text

Abstract:

碩士
國立成功大學
高階管理碩士在職專班
95
Because the growth of the mobile service industry in Taiwan has been decreasing, mobile service providers have switched their focuses from attracting new subscribers to enahancing existing subscribers' loyalty. Offering various types of new rate plans has become one of the most popular progrmas to keep their existing subscribers from switching. However, whether such a program is effective to build customers’ satisfaction and loyalty is a critical issue. To address the above-mentioned issue, this paper examines the relationships among switching motivation, switching pattern, usage volume, customer satisfaction and loyalty of subscribers who switch the rate plan in the same mobile provider. This study finds that switching motivation is related to the subscribers' usage volume and satisfaction; but usage volume is not realted to customer satisfaction. The result also indicates a significant and positive association between switching pattern and customer’s satisfaction. In addition, both usage volume and customer satisfaction can enhance customer loyalty.

APA, Harvard, Vancouver, ISO, and other styles

23

Chen, Wei-Ling, and 陳韋凌. "Switching cost, customer satisfaction and network effect on mobile communication service lock-in." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/09053536510279704592.

Full text

Abstract:

碩士
元智大學
國際企業學系
96
In the mature stage of the mobile communication service industry, the penetration rate of mobile phone has been high to 104%. It is very difficult to develop new customers. Thus, how to lock current customers in the company a very important issue to service providers. After literature review, the study conducted a model of lock-in effect. We use switching costs, customer satisfaction and network effect to be the main factors of customer lock-in in this research. We also concern about what variables can have positive impact on this three factors. Base on the mobile communication service industry and Amit and Zott (2001)’s value creation of e-business framework, we try to figure out the relationship between loyalty program, brand trust, customization, dominate design, complementarities and community and switching cost, customer satisfaction and network effect. The research uses structural equation modeling to conduct the analysis and verify our hypothesis. The results of the study are: 1. Switching costs, customer satisfaction and network effect have significant positive impact on customer lock-in. 2. Community has significant positive impact on switching costs. 3. Loyalty program, brand trust, customization and dominant design have significant positive impact on customer satisfaction. 4. Community has significant positive impact on network effect.

APA, Harvard, Vancouver, ISO, and other styles

24

Wei-ChingChen and 陳維菁. "The Study on Relationship among Service Quality, PerceivedValue, Customer Satisfaction and Customer Loyalty – TheModerating Effects of Switching Cost." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/7e2d32.

Full text

Abstract:

碩士
國立成功大學
企業管理學系
102
Recently, Government value tourism in Taiwan, they implement a series policy of tourism. In this competing market, hostel has created new management model and service model to increase service quality and more value of hostel in Taiwan. Although the number of hostel increased, the occupancy rate remains a certain level. On this study, to be aim at the relationship of service quality of hostel, perceived value of tourist, customer satisfaction and customer loyalty and examining the moderating effects of switching cost on the association of perceived value and customer loyalty and association of perceived value and customer loyalty. 281 valid questionnaires were collected from the internet. Data consist of responders who have experience of hostel. The data results demonstrate five hypotheses and a moderating effect. First, the association of service quality and perceived value is significant. Besides, the association of service quality and customer satisfaction is significant. Third, the association of perceived value and customer satisfaction is significant. Fourth, the association of perceived value and customer loyalty is significant. The last, the association of customer satisfaction and customer loyalty is significant. But the moderating effect of switching cost on the association of perceived value and customer loyalty and association of perceived value and customer loyalty are not significant. Based on the finding, Service provider of hostel need to increase service quality by enhance employees quality and increase customer’s perceived value by increase customer’s perceived profit, then increase customer’s loyalty.

APA, Harvard, Vancouver, ISO, and other styles

25

Chi, Ning Tsao, and 曹紀寧. "The Study on Customer Characteristics, Quality of Service, Switching Costs, Customer Satisfaction and Customer Loyalty‒An Empirical Investigation of the FMCG Industry." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/pqcm3w.

Full text

Abstract:

碩士
國立臺北科技大學
經營管理系碩士班
106
With the changes of times, the consumers shopping decision-making mode have been completely different from the traditional way. The advancement of the information network and the invention of various message carriers have increased the possibilities for the application of business practices. In order to meet consumer demand, “convenience economics” has thus emerged, and an era of virtual integration has been established. The generation of consumer demand, information gathering, product evaluation and purchase will be conducted in various ways. Therefore, the integration of online e-commerce and offline physical store sales has become extremely important, and it is a trend that todays retailers can never ignore. According to Kantar Worldpanel, a market research and consulting company, e-commerce sales in the global FMCG industry will grow by about 50% in the next decade. The fast-changing nature of e-commerce has also forced brands to quickly understand the market before they can successfully adapt to the market "New Normal". This study takes the phenomenon observed above as the motive and background of the research, and takes the FMCG industry as the research object, and discusses its views on the online channels of FMCG through consumer perspectives, summarizing feasible suggestions, providing FMCG industry as a reference and expecting to contribute to marketing theories and practices.

APA, Harvard, Vancouver, ISO, and other styles

26

Lu, Tang-Jung, and 呂堂榮. "Effects of Service Quality, Customer Satisfaction and Switching Barriers on Consumer Behavioral Intentions in." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/21892139093827222736.

Full text

Abstract:

碩士
國立交通大學
運輸科技與管理學系
90
After the opening of the national freeway route in Taiwan, the competition in the scheduled bus service has been introduced. Many companies began to place importance on passenger behavioral intentions. The past research only stressed the effects of service sacrifice and service value on consumer behavioral intentions, while lacking the understanding of the effects of service quality, customer satisfaction and switching barriers. This study attempts to take all the above-mentioned constructs in consideration and hopes to explain passenger behavioral intentions more. To test the adaptability of the construction model to the scheduled bus service on national freeway, this study adopted the analytical tool of Linear Structural Relations (LISREL) and did the confirmatory factor analysis and path analysis. The research subjects include four companies both in the Taipei-Tainan route of the long-distance scheduled bus service and the Taichung-Kaohsiung route of the mid-distance scheduled bus service. As for the survey, this study handed out the questionnaires in random at the waiting rooms of various companies and requested the passengers to mail the completed questionnaires back to us. According to the result of this study, passengers’ perceived service value is the main factor that affects customer satisfaction and consumer behavior intentions. Of all the variables affecting service value, the negative effect of passengers’ perceived service sacrifice (price, waiting time and travel time) exceeds the positive effect of service quality (interaction with passengers, tangible service equipment, handiness of service and operating management support). All the factors of passengers’ perceived switching barriers, except that the effect of interpersonal relations in switching barriers to consumer behavioral intentions does not reach the statistically significant level, the other hypotheses of causal relationships of perceived switching costs and attractiveness of alternatives are verified. In the aspect of management implications, in order to have the positive behavior intentions from passenger, so this study presents several specific suggestions. Firstly, apart from charging the reasonable prices, make efforts to decrease customers’ perceived waiting time, for instance, by providing the special bus transshipping to customers, supplying entertainment facilities in the waiting room, and providing real time information. Secondly, the operators should augment integral service value to raises customer satisfaction and passengers willingness to take the bus again. Additionally, the operators can inform the customers of their current situations and conduct sales promotion in an effort to establish a good relationship between them and the customers to overcome the difficulties of establishing a personal relationship among the employees and passengers. Keywords：Scheduled Bus Service on National Freeway, Service Quality, Customer Satisfaction, Switching Barriers, Behavioral Intentions.

APA, Harvard, Vancouver, ISO, and other styles

27

LIAO, TING-WEI, and 廖庭薇. "Nature, Naturally and MUJI - The Relationship among Service Quality, Customer Satisfaction and Customer Loyalty: Switching Cost as the Moderator." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/2pt9eu.

Full text

Abstract:

碩士
朝陽科技大學
應用英語系
105
The aspects of psychological and physiological constructs have rarely been adopted in retail sale in non-specialized stores. This study investigated dimensions of psychological and physiological constructs among service quality, customer satisfaction, and customer loyalty, which took switching cost as a moderator with the case of MUJI Co., Ltd. To examine the research model, the study collected 435 respondents as sample data by survey method and tested using regression analysis. The results indicate that there is a significant relationship among service quality, customer satisfaction, and customer loyalty in psychological and physiological constructs. Moreover, switching cost had a moderating effect on service quality and customer loyalty. These findings are relevant to non-specialized retail sales. Key Words: Service quality, Customer satisfaction, Customer loyalty, Switching cost, Psychological construct, Physiological construct

APA, Harvard, Vancouver, ISO, and other styles

28

Chen, Chia-Ching, and 陳加清. "Explore the relationships among enterprise image, service quality,switching cost, customer satisfaction and customer loyalty:A case study of Carrefour." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/32735350008725240293.

Full text

Abstract:

碩士
台南應用科技大學
國際企業經營系碩士班
102
With the remarkable advances in science and technology, customers are more demanding in the service quality. Consumers nowadays prefer a more convenient mode of service supply.Under the circumstances, warehouse supermarkets which are well-known and have been operated overseas for decades increase rapidly in Taiwan. They offer customers a better quality of life. This study aims at the customers of Carrefour in Taiwan and analyzes its competitive advantage in the hope that the findings of this study will be a great benefit to the marketing strategy and to the increase of the market share in the future.The purpose of this study is to explore the relationship among enterprise image, service quality, switching cost, customer satisfaction and customer loyalty for Carrefour company. A questionnaire survey was conducted to fulfill this purpose using a sample of 290 effective questionnaires gathered from customers in five service areas of Carrefour company at Tainan branch. The analysis of statistics such as independent-samples t test, one-way ANOVA,regression analysis and path analysis were used to analyze the data.The main results of this research are as follows. 1. Service quality and switching cost have a significantly positive effect on customer satisfaction respectively. 2. Enterprise image, switching cost and customer satisfaction have a significantly positive effect on customer loyalty respectively. 3. Service quality is the main factor to influence customer satisfaction. 4. Customer satisfaction has the most significant influence on customer loyalty.

APA, Harvard, Vancouver, ISO, and other styles

29

Lin, Yi-Ling, and 林憶玲. "Service Quality and Switching Costs Effect on Customer Satisfaction and Customer Loyalty ─ A Case Study of The Telecommunications industry." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/37364593893196177943.

Full text

Abstract:

碩士
國立臺北大學
企業管理學系
99
Opening up the mobile phone business has been more than ten years, various mobile telecommunication service companies in order to expand their market share, are mustering their efforts to snatch other competitors’ users. If a mobile telecommunication service company has more users, it will have lower unit cost of services and better performance. According to the 80/20 rule, 80% profits are from 20% of customers. If we can continue to hold onto to keep some important customers, increase customer loyalty and reduce those factors that cause the loss of customers, these actions will shape a mobile telecommunication service company’s profitable key factors. Thus, research of switching cost is the critical issue for academic and industry to explore. In this study, mobile communications services industry, its service quality and switching costs effect on customer satisfaction and customer loyalty. Service quality are divided into five dimensions, switching costs are divided into three dimensions. First, service quality and switching costs use second-order model to explore the relationship between different dimensions. Then, to explore service quality and switching costs effect on customer satisfaction and customer loyalty. We hope to help mobile telecommunication service companies understand how to develop their business strategies by this research. This study used seven-point Likert’s scale questionnaire as a measurement tool, and the object of this investigation was mainly the users using mobile phones in Taipei City and County. In this study, 365 valid questionnaires. The results showed: (1) service quality has positive effect on customer satisfaction; (2) customer satisfaction has positive effect on customer loyalty; (3) switching costs has positive effect on customer loyalty; (4) switching costs will enhance the influence of customer satisfaction on customer loyalty.

APA, Harvard, Vancouver, ISO, and other styles

30

Jen, Chen-Cheng, and 簡正仁. "The Effects of Service Quality, Customer Satisfaction, and Customer Loyalty on Switching Costs – An Empirical Study on Chain Pharmacies." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/60063445813339291345.

Full text

Abstract:

碩士
國立高雄應用科技大學
企業管理系碩士在職專班
101
Taiwan starting compound pharmacy in the Republic of the 1970s, the introduction of Europe, Japan and retail services industry is highly developed countries operating techniques, densely populated Taiwan, an island economy market, so drugstore retail industry to open up areas is very limited. According to statistics of the Department of Health, Executive Yuan to 100 at end of practicing pharmacy number of stores reached 5,246 home (not including pharmacists personally presided), indicating that the pharmacy retail industry is in a highly competitive environment, and therefore, the retail pharmacy industry to be able to accurately measure, assess customer requirements. This study investigated the drugstore retail industry, domestic service quality, customer satisfaction, customer loyalty and switching costs correlation between explore drugstore chain in the development of new customers, it would also be thinking about how to retain customers that have been established as priority. In this study, pharmacy's customer for the study, to obtain 311 valid questionnaires, according to the research purpose and the necessary verification of assumptions required, using SPSS (Statistical Package for the Social Science) software to conduct data statistical analysis, empirical results show that, by the respondents for pharmacy services have a positive impact on quality and customer satisfaction, customer satisfaction and loyalty have positive effects, service quality and switching costs have positive effects, switching costs and customer loyalty has a positive effect. Finally, through our empirical service quality, customer satisfaction, customer loyalty and switching costs associated with the impact of the proposed retail pharmacy industry must focus on service quality in order to improve customer satisfaction and thus improve customer loyalty and increase customer switching costs thus willing to come back consumption and acceptable services.

APA, Harvard, Vancouver, ISO, and other styles

31

Zeng, Jing-Ting, and 曾靖婷. "The Study of Relevance among Service Quality, Customer Satisfaction, Switching Barrier and Customer Loyalty－An Example of Automobile Maintenance Business." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/stu82g.

Full text

Abstract:

碩士
國立虎尾科技大學
工業工程與管理研究所
98
Due to the impact of declining new vehicle sales in the domestic market and of rising oil prices, the overall production value of automotive industry has decreased. Because the car sales market is closely related to the automotive maintenance business, therefore, automotive maintenance companies are paying more attention to improve service quality and customer satisfaction in order to maintain company profitability. However, the franchising of automobile maintenance business in the city is rapidly emerging which makes the competition more and more intensive. How to retain good customers and improve customer loyalty has become an important issue in today’s automotive maintenance business in Taiwan. In addition, customers are more willing to remain in the original service provider if the switching barrier is high. Therefore, switching barrier has played an important role in customer retention. This is the reason why this study wants to explore this problem. This study uses the questionnaire method to investigate the relevance among service quality, customer satisfaction, switching barrier and customer loyalty of the automobile maintenance business. The SPSS for Windows 12.0 is used as tool for data analysis. The data analysis methods including correlation analysis and path analysis is used to examine the correlation between dimensions. Moreover, the ANOVA analysis and the Scheffe multiple comparison after analysis are used to investigate the differences in demographic variables on service quality, customer satisfaction, switching barriers, and customer loyalty. The main findings of this study are: 1. Service quality has a significant influence on customer loyalty; 2. Service quality has a significant influence on the overall customer satisfaction; 3. Switching barrier has no significant influence on customer loyalty; 4. Customer satisfaction has a significant influence on customer loyalty; 5. Some of demographic variables have a significant difference on service quality, customer satisfaction, switching barrier, and customer loyalty.

APA, Harvard, Vancouver, ISO, and other styles

32

Ma, Chih-Hao, and 馬志豪. "A study on the relationship among service quality, customer satisfaction, switching cost and switching intention of property and casualty insurance industry." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/69018362787579604937.

Full text

Abstract:

碩士
樹德科技大學
金融與風險管理系碩士班
99
It is very important for insurance companies to focus on service quality and customer satisfaction. The company should improve customer’s satisfaction by offering better service or providing favorable contract. One of the purposes of customer relationship management is to reduce customer switching intention by taking care of existing customers and stimulating them to purchase products again. This research sets the property insurance customers in great Kaohsiung area as the research objects and utilizes the questionnaires as an investigate tool. This research tries to utilize Service Quality, Customer Satisfaction, Cost of Switching and obstacles as the elements to find out the switching intention of property insurance customers. After collecting the feedback copies, we analyzed the information based on my hypotheses and got the results: (1) Service quality positively influenced customer satisfaction. The higher service quality has been provided, the higher satisfaction the customers feel. (2) The Service quality has the indirect influence on switching intention. That is service quality will influence switching intention through customer satisfaction. (3) The influence of customer satisfaction and switching intention is negative. The higher customer satisfaction the customers get, the lower switching intention they get. (4) Switching intention has been influenced by cost of switching in negative direct way. The switching intention will decline when the customers are aware of the cost of switching becomes higher. (5) There are significant correlation with switching intention and costumers’ degree of education and income. In conclusion, we hope these research results can help property insurance industry not only understands customers’ consumption behavior and also what elements will cause customers’ switching intention. We also hope insurance company could use these results to find the ways to deal with the customers switching intention, and to decrease the cost and to maintain the possessing rate and profit.

APA, Harvard, Vancouver, ISO, and other styles

33

Peng, Yu-Ting, and 彭鈺婷. "A Study of Service Quality, Customer Satisfaction, and Switching Barrier on Consumers' Post-Purchase Behavior." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/65497191713529988403.

Full text

APA, Harvard, Vancouver, ISO, and other styles

34

Ke, Ya-Chuan, and 柯雅娟. "The Impact of Ralationship Bond on Switching Costs and Customer Loyalth in Moblie Telecommunication Service." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/34935993395326531645.

Full text

Abstract:

碩士
國立臺北大學
企業管理學系
95
Taiwan’s telecommunication service industry is saturated and fiercely competitive. Under this situation, relationship marketing has proven to be one of the most successful approaches (Dibb and Meadows, 2001). Business can build customer relationship by initiating one or several types of bonds, including financial, social and structural bonds (Berry and Parasuraman, 1991). In the switching costs literature, much has been written about switching costs have a positive impact on customer loyalty (Ping, 1993; Feick, 2001; Jones, Mothersbaugh, and Beatty, 2002).They believe that the beneficial result of switching cots is lock in effect which brings loyalty behavior. But the question is, is this good or bad for long-term relationship between customers and suppliers. To ensure the long-term relationship development with customers, we turn to insights from relationship marketing. By making good use of relationship marketing tools, customers incrementally invest resources in the relationship and voluntarily increase its switching costs and dependence on the supplier. These anticipated high switching costs give raise to the customer loyalty. For this reason, this paper purposes to investigate mobile telephone market whether the use of relationship bonds influence various kinds of switching cost and the customer loyalty.

APA, Harvard, Vancouver, ISO, and other styles

35

Yang, Kai-Ti, and 楊凱迪. "A study on the relationship among corporate and brand images, service qualities, customer satisfactions, switching costs and switching intentions of securities industry." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/99816305073011633802.

Full text

Abstract:

碩士
樹德科技大學
金融與風險管理系碩士班
99
Since Taiwan joined WTO in 2002 and the government allowed foreign securities specialists to set up branches in Taiwan, every securities businesses have not been able to use the traditional way to operate a company as before when encountering such a competitive environment. They have to adopt different marketing ways, management concepts and strategies to invent brand-new financial products so that they can have different features and set up different corporate images. The former researches in regard to different businesses explored the influential factors about the switching intention, but they lacked some researches about securities business. As a result, this research set securities business as an object to investigate the interrelationship of brand images, service qualities, customer satisfactions, switching costs and switching intentions between customers and enterprise. The result reveals that business, brand images and the service qualities have a positive effect on customer satisfactions. It means that the better the business’ images are, the higher the degree of customer satisfactions will be. Besides, the good service qualities will also increase customer satisfactions. Customer satisfactions make a negative impact on switching intentions. It means that the higher the degree of customer satisfactions are, the lower switching intentions will be. This result of the research indicates that if the securities company can make improvements based on the images of the company itself and service qualities to increase the degree of customer satisfactions, then it can lower customers’ switching intentions. In addition, it will decrease the lost of customers and lower the costs and increase the incomes and benefits of the company.

APA, Harvard, Vancouver, ISO, and other styles

36

Chain, Meng-Yi, and 陳孟儀. "The Effects of Perceived Service Quality, Customer Satisfaction and Switching Barriers on Customer Loyalty - An empirical study of Taiwan Railway Administration." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/8smxcn.

Full text

Abstract:

碩士
長榮大學
企業管理學系碩士班
99
Enterprises are beginning to realize that keeping an original customer is more important than finding a new one, because they are facing a competitive generation in transportation market and rise of consumer’s consciousness, especially an enterprise as Taiwan Railway Administration. So how to reduce the possibility for customer to choose other companies and raise the customer loyalty is a big issue for TRA. This research will find what influences customers loyalty. I will set three variables which include perceived service quality, customer satisfaction and switching barriers to find out the TRA’s passengers behavior and try to raise the customer loyalty. According to the research, passengers in Taichung and Tainan Station do not have a big different on customer loyalty when I use perceived service quality and customer satisfaction variables to test. From the model, perceived service quality has positive influence on customer satisfaction and customer satisfaction also has positive influence on customer loyalty. Customer satisfaction has moderate effect to the perceived service quality and customer loyalty；The more switching barriers contribute to the positive effects of customer satisfaction on customer loyalty. From this research, in order to strengthen TRA’s competitive ability, I suggest that TRA should diversify their service and have elastic strategy to match the market when they try to sustainable operation their company.

APA, Harvard, Vancouver, ISO, and other styles

37

Huang, Jheng-Ci, and 黃正祺. "An Empirical Study on the Relationship between Customer Value, Quality of Service, Customer Satisfaction,Switching Costs, Customer Loyalty In Cases of Internet Purchasing as ihergo." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/99229m.

Full text

Abstract:

碩士
遠東科技大學
行銷與供應鏈管理研究所
101
Internet is popular nowadays; it also brings the trend of online shopping. Thus, customer can buy the goods they need, and also there are more choices of brand and dealer. The price is also cheaper than the selling price. By the domestic E-commerce research of Ministry of Economic Affairs, it showed the E-commerce industrial scale is competitive and also achieves NT259.6 billion. The competitive of online shopping incandesced in the past, so that customer owns diversification choice and also leads the problem of low customer loyalty. Thus, the loyalty intention has become the important key index of online shopping. However, customer is not only customer but plays the role of competitor, producer and knowledge founder. The manager of online shop is not only to think how to keep up old customer but also needs to attract new customer. Thus it brings up the business opportunity of online shopping. This study adopts spss to analyze the results. According to sample data, this study does some analyze ways that are descriptive statistics, reliability, validity, regression analysis, multiple hierarchical regression analysis. The empirical results find three major findings. First, there is a statistically positive effect between customer value and customer satisfaction. Second, there is a statistically effect between quality of service and customer satisfaction. Third, there is a statistically effect between customer satisfaction and customer loyalty. However, when switching costs is an interference variable, there is a statistically effect between customer satisfaction and customer loyalty. Accruing to conclusion above, we need to propose some suggestion to let online seller as their developing marketing way.

APA, Harvard, Vancouver, ISO, and other styles

38

New, Hui Cheng, and 梁輝政. "An Investigation of Switching Costs Execution on Customer Loyalty - The Case of Service Industry in Taiwan." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/knu7m8.

Full text

APA, Harvard, Vancouver, ISO, and other styles

39

Li, Zheng-kuan, and 李政寬. "Service Quality, Switching Cost, Product knowledge, Online Community and Customer Loyalty: The case of Nice Plaza." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/42898020760928836897.

Full text

Abstract:

碩士
南華大學
休閒產業經濟學系
101
In recent years, due to the European debt problem, caused Taiwan''s economy remained in the doldrums, making the overall consumer spending power and willingness to buy is limited. The department stores in Taiwan are becoming increasingly sophisticated and completive. 　　　The purpose of this study is to explore the factors that influence customers’ loyalty, not only included switching costs, but also include service quality, product knowledge and internet community. 　　　We conduct a survey of department store’s customers in Chiayi using a convenience sampling method. A total of 799 questionnaires were delivered and 750 effective samples were obtained from the interview. 　　　The empirical study found service quality is positively to the customer loyalty; switching costs is positively to the customer loyalty; internet community is positively to the customer loyalty; customer expertise is negatively to the customer loyalty.

APA, Harvard, Vancouver, ISO, and other styles

40

Lin, Ya-Shuan, and 林亞璇. "The Effect Of Corporate Image、Service Value and Switching Cost on Customer Satisfaction and Repurchase Intention –With customer involvement as a moderator." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/45r2kk.

Full text

Abstract:

碩士
東吳大學
企業管理學系
101
No matter what kind of industry a corporation is in, it, in order to gain higher profit, should strive to complete its goal in satisfying customer's wants and needs. This study attempts to examine and discuss the impacts of corporate image, service value, and switching cost on customer satisfaction, and compare and contrast their level of influence on customer satisfaction; then, with the involvement of customers as the moderator, this study intends to examine whether customer involvement would influence corporate image, service value, and switching cost on customer satisfaction or not. In addition, this study examines products’ characteristics in different industries─tourism and hospital─by applying customer involvement, this study could then determine whether there is a difference between the effect order of corporate image, service value, and switching cost on customer satisfaction or not. This study collected simples that customers have been bought products in tourism and have been treated in hospital, and they filled out the form by face to face. Finally, a convenient sampling surveys were collected totally 343 questionnaires─158 questionnaires on tourism and 185 questionnaires on hospital. Then, the whole model was analyzed by SPSS, there are more results showed in the following sentences. First of foremost, corporate image, service value, and switching cost are positively significant associated with customer satisfaction. According to the effect extent, service value will in the first, the next is corporate image, the last is switching cost. Secondly, customer involvement does play a positively moderating role in corporate image and service value. Contrast to the switching cost is negatively moderate effect. Thirdly, it is obviously different extent that the effect of corporate image, service value, and switching cost on customer satisfaction is in the tourism and hospital. It is clearly different that the most effect of service value is in the tourism, and the huge effect of corporate image is in the hospital.

APA, Harvard, Vancouver, ISO, and other styles

41

Chen, Yung-Chun, and 陳咏均. "Research of the Relationships Among Service Quality, Customer Satisfaction, Switching Cost and Trust on general merchandise stores." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/bjnz7s.

Full text

Abstract:

碩士
長榮大學
經營管理研究所
97
If general merchandise stores want to have their places in this competitive environment and have sustainable operation, service quality must be the key. This means, satisfying customers’ demands, elevating the customer retention, and enhancing switching costs are the important factors for the current general merchandise stores to increase sales revenues. Also, in this study, trust is statistically the biggest factor to customer satisfaction of the corporations. Thereby, in addition to the service quality, it is equally important to enable the customer to create more trust on the stores, which then will elevate switching costs and generate customer retention. Though the products of general merchandise stores are not significantly different, the stores will attract more customers if they are characterized by their local features. When the buyer and the seller have more interaction as time develops, both parties will gradually create the sense of trust. When this trust increases, it will positively affect customer satisfaction and create more profits. In the previous studies in this regard, however, no one uses RSQS scales, conducted by Dadholkar, Thorpe, and Rentz (1996), to analyze the service quality. Therefore, this study adopts RSQS scales as standard to evaluate service quality of general merchandise stores in order to better understand service quality in the current retail stores. The empirical study shows that customer perceived service quality and trust positively affect customer satisfaction. The perceived service quality is positively related to switching costs and these switching costs will be positively related to the customer trust on the corporation, so customer trust is positively affected by the perceived service quality. This study, therefore, suggests that to elevate customer satisfaction, general merchandise stores need to start with their service quality and in the mean time, timely solve customer urgent problems, listen to their voices, and then re-examine their business operation and finally improve their overall service quality .

APA, Harvard, Vancouver, ISO, and other styles

42

LING-HSIN, WANG, and 王伶心. "The Influences of Switching Costs, Switching Intentions and Service Innovation on Customer Satisfaction and Loyalty: A Case Study of Taiwan Cooperative Bank Mobile Banking." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/a8pu8c.

Full text

Abstract:

碩士
明道大學
企業管理學系碩士班
104
Abstract The Influences of Switching Costs, Switching Intentions and Service Innovation on Customer Satisfaction and Loyalty: A Case Study of Taiwan Cooperative Bank Mobile Banking In this study, Mobile Banking banking industry to expand business as the research object, explore its intention to convert, if switching costs will affect customer satisfaction and service innovation, customer satisfaction and to explore whether it will affect customer loyalty. In this study, convenience sampling method for the general population survey; analysis method described in the statistical analysis, reliability analysis and regression analysis. The total recovery of 100 valid questionnaires, reliability facets are all on good reliability standards. The results found that the conversion intent Mobile Banking positive effect on customer satisfaction, switching costs positively affect customer satisfaction and service innovation positive effect on customer satisfaction, customer satisfaction the positive impact of customer loyalty, the empirical results of this study also support previous scholars claim. This study suggests that domestic banks to be able to excessive competition in the market environment, and strengthen their competitive advantage, the only constant research and development and innovative e-finance products, providing the next generation or related products to existing customers, the use of the product expansion strategy, taking product extension strategy, the customer was able to use market share. Keyword: Mobile Banking , Switching costs, Switching intentions, Service innovation, Satisfaction, Loyalty

APA, Harvard, Vancouver, ISO, and other styles

43

Teng-Li, Tseng, and 曾騰立. "The Relationships between Relationship Marketing, Switching Cost, Service Quality, Customer Satisfaction and Customer Loyalty - - An Empirical Study of Air Cargo freight Forwarders in Taiwan." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/98133181006752322581.

Full text

Abstract:

碩士
國立高雄海洋科技大學
航運管理研究所
99
Abstract The purpose of this research is to investigate the influence between relationship marketing, switching cost effect, and quality of service on customer satisfaction degree and customer loyalty degree. Through the exploratory factor analysis, the relationship marketing is divided into three parts, which are financial factor, sociability factor, and structural factor respectively. Switching cost effect consists of time cost, money cost, and psychological costs. Quality of service is affected by three factors, such as service responsiveness and assurance, service reliability and service care. Customer satisfaction is assessed from three factors, such as overall satisfaction, compared satisfaction, and tangible or intangible value satisfaction. Customer loyalty degree is measured by four variables, that is, the willing to purchase again, recommendation to others, price tolerance, and cross-purchase intention. This research further utilizes “Regression Analysis” to prove the skeleton of the study. The results of the study were collected and listed as below: (1) The relationship marketing of air freight forwarders has no remarkable positive effect on switching costs. (2) The relationship marketing of air freight forwarders has remarkable positive effect on quality of service. (3) Quality of service of air freight forwarders has remarkable positive effect on switching costs. (4) The relationship marketing of air freight forwarders has remarkable positive effect on both customer satisfaction and customer loyalty. (5) Switching costs of air freight forwarders has no remarkable positive effect on customer satisfaction; however, it has dramatically positive influence on customer loyalty. (6) Quality of service of air freight forwarders has remarkable positive effect on both customer satisfaction and customer loyalty. (7) Customer satisfaction will have remarkable positive effect on customer loyalty. Eventually, this research based on the above-mentioned investigation and results will make practical recommendations to provide air freight forwarders a viewpoint and reference of business strategy in the further. Keyword: relationship marketing, switching cost, quality of service, customer satisfaction, customer loyalty, regression analysis

APA, Harvard, Vancouver, ISO, and other styles

44

Wu, Chia-Yu, and 吳嘉祐. "The Relationships between Service Quality, Switching Barriers and Customer Loyalty in Ocean Freight Forwarding Service ─ An Empirical Study of Pacific Star Express Corp." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/18265515701883278707.

Full text

Abstract:

碩士
國立臺灣海洋大學
航運管理學系
97
This research empirically evaluates the correlation between service quality and switching barriers in relation to customers’ loyalty in the ocean freight forwarding industry. It uses information by shippers to investigate the differences between the two above-mentioned interactions. The questionnaire survey includes 93 customers of Pacific Star Express Corp. The methods of data analysis in this thesis are descriptive statistics, reliability analysis, validity analysis, factor analysis, correlation analysis and analysis of variance. The findings of this research indicate that service quality and switching barriers both have a significant correlation with customers’ loyalty. In the correlation between service quality and customers’ loyalty, there are significant differences among the shippers of different Volume ratio of consignments. In the correlation between switching barriers and customers’ loyalty, there are significant differences among the shippers of different company age and different volume ratio of consignments. Finally, this research proposes some suggestions for actual practice and subsequent research focus and direction.

APA, Harvard, Vancouver, ISO, and other styles

45

Yu, Jing-Hai, and 于敬海. "The Effects of Service Quality, Relationship Quality and Attraction by Competitors on Customer Switching Intention in Health Examination Services." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/3387fz.

Full text

Abstract:

碩士
銘傳大學
管理研究所
96
The health examination service is one part of the health care services, but it is very similar with the general public service. In recent years, the health examination servives also provide the comfortable environment, the good relationship and the interaction. Besides, “the general hospital” has very competitive with “the specialized health examination clinic.” In such competitive situation, the customer switching behavior not only because unsatisfied with the service but also the other competitors that have more personable, more reliable and higher quality. The study uses the correlation-analysis and the multiple-regression-analysis to find the influential factors of customer switching intention in health examination services. The results of this research are as follows: (1) The service quality have negative correlation with the customer switching intention, especially in the environment, the professed staff, the equipment and the following treatment; (2) The relationship quality have negative correlation with the customer switching intention, especially in the professed trust; (3) The attraction by competitors have positive correlation with the customer switching intention; (4) The private payment samples have different attitude of the switching intention to the group samples; (5) The service quality and the relationship quality have positive correlation. Finally, the author provides some suggestions with the specialized health examination clinic and the general hospital.

APA, Harvard, Vancouver, ISO, and other styles

46

Tseng, Cing-yong, and 曾清永. "The Effects of Perceived Service Quality and Perceived Relationship Quality on Customer Switching Intention-The Case of Internet Banking." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/10778568658881928869.

Full text

Abstract:

碩士
國立高雄第一科技大學
行銷與流通管理所
97
With the development of information technology and popularity of internet, domestic banks have established internet banking to respond to the trend of electronic commerce and provide customers with more convenient and efficient banking services. Internet banking is different from conventional over-the-counter banking because there is no direct contact between the customer and the service personnel. Consequently, the service quality of customers’ perception is indispensable core competitiveness to the Internet banking. Therefore, the major purpose of the study is to investigate the effects of perceived service quality and perceived relationship quality on customer switching intension when customers use Internet banking. Customers with experiences of using Internet banking are chosen as research subjects in this study. A total of 428 effective samples were received. The conclusions of findings are as follow: 1.Customers’ perceived service quality is positively related to the customers’ perceived relationship quality on using Internet banking. 2.Customers’ perceived service quality is negatively related to the customers’ switching intention on using Internet banking. 3.Customers’ perceived relationship quality is negatively related to the customers’ switching intention on using Internet banking. 4.Customers’ perceived relationship quality doesn’t play a mediating role on the relationship between customers’ perceived service quality and customers’ switching intention on using Internet banking.

APA, Harvard, Vancouver, ISO, and other styles

47

Ya-Chi, Huang, and 黃雅琦. "Effects of the Switching cost and the Inertia on the Customer retention- An example on the bank service industry." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/45725371979400440967.

Full text

Abstract:

碩士
中國文化大學
國際企業管理研究所
97
After the financial deregulation, the number of banks in Taiwan grows rapidly. Under the circumstance of keen competition in Taiwan, how to retain original cus-tomers and attract new customers are two main topics for banking industry. Inertia and switching cost between banks and consumers are those key factors that affect customer retention. This study discusses the relationships among the switching cost, inertia and customer retention in banking industry, and the issue whether high inertia lead to high switching cost has been covered as well. The research subjects of this study were people who open accounts in Taiwan banks. Total sample size was 500 copies, and the valid sample size was 404 copies. According to the results come from Structural Equation Modeling (SEM) analysis, switching cost and inertia both have positive effects on consumer retention. In addition, the effect of inertia would in-crease the willingness of customer retention via the increase of switching cost on the consumer who under the age 25. The result of this study can give bankers a refer-ence.

APA, Harvard, Vancouver, ISO, and other styles

48

Wang, Yao-Chin, and 王耀進. "Effects of Perceived Service Quality, Customer Satisfaction and Switching Barriers on Passengers’ Behavioral Intentions in Taiwan High Speed Rail." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/85177307317360673653.

Full text

Abstract:

碩士
中華大學
經營管理研究所
95
Taiwan High Speed Rail (THSR) formally provides transport service in 2007. The competition in the long distance transportation has been introduced. As a new member of the market, THSR must realize passenger behavioral intentions in depth. By referring to the studies of Cornin et al. (2000) as well as Jen and Lu (2004), this study constructs a causality model to describe the relationships between service quality, service sacrifice, service value, customer satisfaction, and behavioral intentions. We adopted the analytical tool of linear structural relations to explore what are the major factors to affect passenger behavioral intentions to THSR. By means of confirmatory factor analysis and path analysis, this study found that: (1) Service sacrifice has a negative effect on perceived value; (2) Service quality has a positive effect on perceived value; (3) Service quality has a positive effect on customer’s satisfaction; (4) Perceived value has a positive effect on customer’s satisfaction; (5) Perceived value has a positive effect on passenger behavioral intentions; (6) Customer’s satisfaction has a positive effect on passenger behavioral intentions; (7) Switching cost has a positive effect on passenger behavioral intentions; (8) Attractiveness of alternatives has a negative effect on passenger behavioral intentions.

APA, Harvard, Vancouver, ISO, and other styles

49

Chen, Chiu-chun, and 陳秋君. "Research on the LISREL Exploration for Store Image, Service Value, Switching Cost, Customer Satisfaction and Loyalty to Internet Bookstore." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/29957401976059295917.

Full text

Abstract:

碩士
南華大學
出版與文化事業管理研究所
98
This thesis is primarily to explore the structural relationships between variables like store image, service value, switching cost, customer satisfaction and loyalty. This thesis not only underwent empirical factor analysis to develop the measurement model with all the profiles, but also applied LISREL as analytical tool to proceed to path analysis among profiles identified. 　　　This thesis bases upon profiles like "operational convenience", "market promotion", "processing service" and "reliability" as the foundation, to construct two-stage measurement model for Internet bookstore. Findings from measurement model for store image indicated that factor loading for individual item reached beyond 0.5 to satisfy the ideally internal adequacy demand. As for construct reliability, except for the "marketing promotion" profile, all the rest of profiles were above 0.6. As for Cronbach''s α value, except "marketing promotion" profile, all the rest were above 0.7, indicating that this measurement modeling possessed both the reliability and internal consistency. In the aspect like factor loading for each observable variable, all the t values reached the level of significance. As for average variance extracted for potential variable, except "marketing promotion" profile, all the rest were above the recommended 0.5 standard. 　　　Structural modeling also illustrated that by going through service value, it could indirectly influence the customer satisfaction and its effectiveness would be greater than the direct effect to customer value exerted from store image. This revealed the fact that, raising the customer satisfaction level through store image should be conducted from the service value perspective.

APA, Harvard, Vancouver, ISO, and other styles

50

Huang, Shin-Heng, and 黃世亨. "The Effects of Service Quality, Switching Cost and Customer Satisfaction on Customer Loyalty—A Case Study on the Supply Stations of Military Welfare Department in Taipei." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/36319753795680701164.

Full text

Abstract:

碩士
輔仁大學
應用統計學研究所
98
The supply stations of Military Welfare Department were established owing to the exceptional historical background. So numerous their customers from government employees, staffs of public schools, veterans and their dependants were that a spectacular history of billions of turnover was created between 1975 and 1989 when supermarkets and hypermarkets were not popular. However, the impacts of downsizing military organizations and the emergence of hypermarkets and shopping malls from 1997 to 2009 caused the supply stations to lose customers quickly, lessen turnover rapidly and face immense challenges. For a further analysis on the superiorities and inferiorities of the supply stations and the customer characteristics, this research looks into the customers of the supply stations, discussing the relationship among service quality, switching cost, customer satisfaction and customer loyalty. The following findings are revealed by empirical study: 1. Service quality positively affects customer satisfaction, and also acts upon switching cost and customer loyalty via customer satisfaction. 2. Customer satisfaction exerts a positive influence on switching cost, and also upon customer loyalty through switching cost. 3. Customer loyalty is much more influenced by switching cost than by service quality and customer satisfaction. 4. Customers of the supply stations think highly of substantial and direct services. 5. Gift certificates in hand are the most forceful switching barriers. 6. Contract personnel, veterans and their dependants are highly contributive and loyal customers. 7. Pxmart is the greatest competitor among the same kind of business. According to the research results, the management of the supply stations is advised that changes in store policy and sales promotion should be made to increase customer satisfaction. Strategies from mass marketing should be used in sales promotion in order to attract potential customer. Switching barriers should be built and fortified by popularizing gift certificates in all military units. Customer relationship management system should be brought into the business to improve operational performance and shape a benign cycle in gaining profits.

APA, Harvard, Vancouver, ISO, and other styles

Dissertations / Theses on the topic 'Customer service-switching'

Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles