Journal articles: 'Customer service-switching'

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Widyaningrum, Hapsari Wahyu, Naili Farida, and Apriatni Endang Prihatini. "Pengaruh Product Quality dan Service Quality terhadap Brand Switching Melalui Customer Value (Studi pada Mantan Pelanggan Indihome di Kota Semarang)." Jurnal Ilmu Administrasi Bisnis 11, no. 2 (October 18, 2022): 281–89. http://dx.doi.org/10.14710/jiab.2022.34660.

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This study aims to determine the effect of product quality and service quality on brand switching through customer value” (study of former IndiHome customers in Semarang). This type of research is explanatory research. The sampling method in this research is non-probability sampling by purposive sampling. The data collection process uses Google forms with 100 respondents from former IndiHome customers in Semarang City as the research sample. The analysis used is regression analysis and path analysis. The results of the research show that product quality has an effect on customer value, service quality has an effect on customer value, product quality has a negative effect on brand switching, service quality has no effect on brand switching, and customer value has no effect on brand switching. The results of the path analysis show that there is an indirect effect between product quality on brand switching through customer value, so that customer value partially mediates between product quality and brand switching. in addition, there is a direct influence between service quality on brand switching through customer value, so that customer value cannot partially mediate between service quality and brand switching. Suggestions that can be given to IndiHome include updating core products and innovations in features, increasing customer awareness regarding the My IndiHome application and conducting training for officers, providing discounts or promos at certain times and actively contacting customers regularly to ensure whether there are complaints. and what problems the customer is experiencing.

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Salhieh, Sa’Ed M. "Modeling the rationality of customers’ switching mobile services behavior." International Journal of Engineering Business Management 11 (January 1, 2019): 184797901986541. http://dx.doi.org/10.1177/1847979019865411.

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This article analyzes the rationality of customer’s behavior when switching mobile services. Customer rationality is manifested by selecting the service provider capable of delivering the highest amount of benefits to the customer. A model based on multinomial logistics regression that makes use of the rational choice theory is developed to emulate customers’ service switching behavior and predicts the probability of switching mobile services. Customer rationality is assessed by comparing the choice predicted by the model with the true choice of customers and rationality is considered as achieved when a customer chooses a service provider that maximizes his/her benefit. The model was tested and validated by modeling the behavior of customers in the Jordanian telecommunication market and a rationality assessment was conducted. The results show that mobile service customers in Jordan are making rational decisions and would be willing to switch their current service provider if offered a better service. The study encourages service providers to challenge their assessment of customer loyalty and investigate new ways to enhance customer experience and guarantee customer loyalty.

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Satria, Edia. "Pengaruh Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Switching Intention pada Nasabah Bank Panin Kota Sungai Penuh Periode Tahun 2016." J-MAS (Jurnal Manajemen dan Sains) 4, no. 1 (April 29, 2019): 131. http://dx.doi.org/10.33087/jmas.v4i1.80.

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This study aimed to find out 1) what is the influence of service quality to switching intention to Bank Panin customers of Sungai Penuh City? 2) the extent to which the effect of customer satisfaction on switching intention on customer Bank Panin Sungai Penuh City? 3) the extent of the influence of service quality to switching intention either directly or indirectly? 4) the extent to which customer satisfaction satisfaction of customer service to switching intention either directly or indirectly? The population in this research is Bank Panin customer period 2016. hence got sample size 51 customer with accidental sampling, sampling technique. The data analysis tool used is path analysis at alpha level of 0.05. Based on the result of research indicate that service quality has no significant effect to switching intention, customer satisfaction has positive and significant effect to switching intention.

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Sumantri, Dadan. "LOYALITAS PELANGGAN INTERNET DENGAN MEDIA AKSES TELEPON SELULER." KarismaPro 13, no. 1 (August 18, 2022): 45–54. http://dx.doi.org/10.53675/karismapro.v13i1.508.

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This research analyses internet customer loyalty with cellular phone access media on internet customers in Bandung. This study used customer satisfaction, service quality, and switching costs to measure internet customer loyalty. The number of samples in this research is as many as 200 respondents, and the sampling technique used is judgment sampling. The results of this study are customer satisfaction variables and switching cost variables that significantly affect the loyalty variable. While the service quality variable significantly affects customer satisfaction but does not significantly affect customer loyalty. Keywords: customer satisfaction, service quality, switching cost, internet provider, mobile cellular

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Rama, Ali. "AN EXPLORATION OF CUSTOMERS’ SWITCHING BEHAVIOR IN ISLAMIC BANKING INDUSTRY." Journal of Islamic Monetary Economics and Finance 2, no. 2 (February 28, 2017): 251–86. http://dx.doi.org/10.21098/jimf.v2i2.653.

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The existence of the switching behavior among Islamic bank customers may affect to the survival of the Islamic banks of the country. Switching behavior is mostly as an outcome of the negative service experience that may be related to several factors. The purpose of the study is to provide an insight of the drivers that lead to a bank customer switching behavior from one Islamic bank to another bank. The study employed survey method through questionnaire instrument and distributed to Islamic banking customers in several areas of Banten Province, Indonesia. The result of statistical analysis shows that customer satisfaction, service quality, shariah compliance, prices and involuntary switching have their significant effect on customers’ switching behavior in the Islamic banks. However, service failure and advertisement are not statistically significant in driving bank switching. Therefore, the Islamic bank manager should shape their business model around customers’ needs and focuses operational improvements on customers’ most valued interactions. Keywords: Switching behavior, Customer satisfaction, Service quality, Shariah compliance, PricesJEL Classification: G14, G20, G21, M30, D10

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Rizwan, Muhammad, Rashid Hayat, and Mohsin Ali. "Antecedents of Customer Switching Intentions: A case study of Nokia Mobile Phones’ users." Journal of Public Administration and Governance 3, no. 3 (August 10, 2013): 375. http://dx.doi.org/10.5296/jpag.v3i3.6227.

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The current study moves beyond satisfaction and proposes that switching variables are important factors impacting a customer’s decision to switch from a service provider. The purpose of the study analyzes customer switching intention about Nokia mobile. In this sample only one company’s customers include, so the findings may not be generalized to other companies. There are many variables which impact on customer decision and enable to customer choose the better services which available in market. These variables impact on customer decision in many ways like, perceived switching cost, the attractiveness of alternatives and service quality. We propose this study to find and support those variables model which influence between core-service satisfaction and customer switching intention. The results indicates that the influence of core-service quality satisfaction on repurchase intentions and decreases switching intention and make customer loyal with that product for a long period. Although switching variables had no influence on repurchase intentions when satisfaction was high, switching variables positively influenced on repurchase intentions when satisfaction was low. Future research in other service industries is called for.

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Sefnedi, Sefnedi. "THE IMPACT OF SERVICE QUALITY ON BANKING CUSTOMER LOYALTY: THE ROLE OF SATISFACTION AND SWITCHING COSTS AS MEDIATOR." Jurnal Apresiasi Ekonomi 7, no. 1 (January 31, 2019): 1–8. http://dx.doi.org/10.31846/jae.v7i1.191.

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The notion of customer loyalty as an efective marketing strategy in fecing keen competition has been identified. The purpose of this study is to examine the role of customer satisfaction and switching costs as mediator on the relationship between service quality and customer loyalty. The research population is all banking deposit customers of Nagari Bank Main Branch Padang while the numbers of usable samples were 117 respondents. In order to test hypotheses, this study performs SmartPLS 3.2.8. The results of analysis displayed that the strongest effect of service was found on switching costs compared to customer satisfaction and loyalty. In addition, customer satifcation and switching costs were proven as determinants of customer loyalty, and they also were found as mediator on the relationship between service quality and customer loyalty.The research findings provided some practical contributions that in order to enhancing customer loyalty future, it was suggested to increase customer satisfaction as well switching costs through creating the best service quality. Keywords: Service quality, Customer satisfaction, Switcing costs, and Customer loyalty

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Stan, Valentina, Barbara Caemmerer, and Roxane Cattan-Jallet. "Customer Loyalty Development: The Role Of Switching Costs." Journal of Applied Business Research (JABR) 29, no. 5 (September 3, 2013): 1541. http://dx.doi.org/10.19030/jabr.v29i5.8069.

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Customer loyalty plays a crucial role in firms performance. Over the last three decades the antecedents of customer loyalty in the service sector have attracted great interest by academics and practitioners alike. This study has two key objectives. First, we investigate how image perceptions, service quality and customer satisfaction contribute to customer loyalty. The results show that the organizational image customers hold of the service provider and perceived service quality have a similarly strong relationship with customer loyalty. Moreover, both, service quality and organizational image are significantly and positively correlated with customer satisfaction. The findings highlight that it is in particular through the formation of customer satisfaction that service quality and organizational impact customer loyalty. Thus, we can demonstrate that customer satisfaction has a mediating effect between external and interactive marketing initiatives and the development of customer loyalty. Second, we investigate the role of switching costs in the development of customer loyalty. The findings indicate that perceived switching costs, here assessed in terms of price sensitivity, have by far the strongest, positive and direct impact on customer loyalty in comparison to the other antecedents included in the model. The importance of switching costs is further corroborated with the finding that switching costs moderate the link between customer satisfaction and customer loyalty.

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Vyas, Vishal, and Sonika Raitani. "Drivers of customers’ switching behaviour in Indian banking industry." International Journal of Bank Marketing 32, no. 4 (May 27, 2014): 321–42. http://dx.doi.org/10.1108/ijbm-04-2013-0033.

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Purpose – The price war and intense competition in Indian banking industry have exposed banks to one of the major threat of switching. Consumers are now more price and service conscious in their financial services purchasing behaviour. They are more prone to change their banking behaviour as banking products and services are nearly identical in nature. The purpose of this paper is to provide an insight of the drivers that lead a customer switch from one service provider to another in Indian banking industry using exploratory design. Design/methodology/approach – The impacts of the influencing factors have been studied and tested empirically using exploratory factor analysis. Quantitative data have been collected by means of questionnaire employed from Clemes et al. and administered to 296 banking customers of Rajasthan utilizing convenience sampling. Findings – Results reported that price, reputation, responses to service failure, customer satisfaction, service quality, service products, competition, customer commitment and involuntary switching have their significant effect on customers’ switching behaviour. Research limitations/implications – The findings of present study can be used by the Indian banks for their product and service designing strategies, marketing strategies and customer services practices in order to reduce customer switching. It would help them in improving their service operations and also in increasing customer satisfaction and loyalty by understanding the banking behaviour of their customers. Originality/value – The originality lies in the fact that this study is one of few which have focused on the drivers leading to the switching intentions of Indian banking customers.

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,, Kurniawati. "PENGARUH NORMATIVE COMMITMENT, AFFECTIVE COMMITMENT DAN CONTINUANCE COMMITMENT TERHADAP SWITCHING INTENTIONS." Media Riset Bisnis & Manajemen 7, no. 2 (August 5, 2007): 155–77. http://dx.doi.org/10.25105/mrbm.v7i2.1050.

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Although research the determinant of service provides switching has grown in recent years, the focus has been predominantly on transactional, not relational variables. In this research, the authors address the role of customer commitment on customers' intentions to switch. Drawing from organizational behavior literature, they build on previous service switching research by developing a switching model that includes a three-component conceptualization of customer commitment. Structural equation modeling is used to test the model based on data from a survey of 198 auto repair service customers. The authors' results support the notion that customer commitment affects intentions to switch service provider and that the psychological states underlying that commitment may differ. As such, future marketing research should consider these different forms of commitment in understanding customer retention. The implications of this model for theory and practice are discussed.Keywords: Normative Commitment, Affective Commitment, Continuance Commitment, and Switching Intentions.

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Rani, S. Sakthivel, and S. Kannan. "Service Quality Dimensions and Customers' Satisfactions in Mobile Communications." Global Journal of Business and Social Science Review (GJBSSR) Vol. 4(1) 2016 4, no. 1 (January 12, 2016): 38–45. http://dx.doi.org/10.35609/gjbssr.2016.4.1(6).

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Objective - The world is moving towards continuous and ubiquitous availability of information. Entry of private operators in 1990's, competition has caused prices to drop and calls across India are one of the cheapest in the world. Technological advances combined with forces of globalization resulted in the transformation of the economy, industries, markets and customers resulting in a connected knowledge economy, borderless global economy, globalizing, covering and consolidating industries, fragmenting and frictionless markets and active, connected, informed and demanding customers. The objective of this research is to ascertain the constructs like customer satisfaction towards the mobile phone service providers, switching barrier and the customer loyalty factors. Methodology/Technique - Respondents in the study are the customers who use mobile phones. Primary data were collected with the help of the specially designed questionnaire, which was administered to the mobile users. The final questionnaire was pre-tested on 40 respondents and the coefficient values are all above .8 thus meeting Nunnaly's recommendation of greater than 0.7 as the acceptable reliability level. The overall alpha value was 0.8 and the instrument consists of customer satisfaction regarding the mobile service providers, which includes factors like price (5 items, 0.816), network coverage (4 items, 0.795), customer service (5 items, 0.852) and usage (8 items, 0.884). Switching barriers factors consists of 28 items like credibility factors (8 items, 0.863), congruency factors (7 items, 0.816), switching cast (8 items, 0.871), and value (5 items, 0.900). Final part of the instrument includes 17 customer loyalty factors like trust (7 items, 0.858), commitment (4 items, 0.848), word of mouth (3 items, 0.779) and cooperation (3 items, 0.691). Findings - Gender, location of the customers and service providers has a significant association with level of customer satisfaction. Gender and occupation have a significant association with level of customer switching barriers. Hierarchical regression analysis was used to analyze the main effect and the adjustment effect of those switching barrier factors and the relative effect. The contribution is that this study reviews theoretically and verifies empirically the relationship and mechanism between the customer retention and the switching barrier. Type of Paper - Empirical Keywords: Customer satisfaction factors; switching barrier factors; Customer loyalty factors.

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Nzowa, Seule, Nasra Kara, and Bahati Mbilinyi. "Influence of Service Quality on Customer Switching Behaviour in Commercial Banks of Tanzania: Evidence from Selected Commercial Banks in Dar es Salaam." Tanzanian Economic Review 12, no. 1 (July 20, 2022): 35–46. http://dx.doi.org/10.56279/ter.v12i1.95.

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Intense competition causes Tanzanian banks to experience the threat of customer switching. Customers are sensitive to quality in their access to and use of banking services; hence, they are prone to switching to other banks since the services offered are similar. This study assesses how service quality influences customer switching behaviour among commercial banks in Dar es Salaam. The data constitute 400 randomly sampled customers at NBC Bank Ltd, TPB Bank Plc and NMB Bank Plc, collected using a structured questionnaire and analysed using multiple regression analysis. The main findings are that customers’ switching behaviour is significantly influenced by service reliability, assurance, tangibility and empathy, whereas responsiveness was found to be insignificant. These findings may help policymakers and commercial bank institutions in understanding the dimensions of service quality that may influence customer switching behaviour for the successful enhancement of quality services of the banks.

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Quoquab, Farzana, Jihad Mohammad, Norjaya Md Yasin, and Nor Liza Abdullah. "Antecedents of switching intention in the mobile telecommunications industry." Asia Pacific Journal of Marketing and Logistics 30, no. 4 (September 10, 2018): 1087–111. http://dx.doi.org/10.1108/apjml-06-2017-0121.

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Purpose This study sheds some light on factors that affect customer switching intention in the Malaysian mobile phone service industry. More particularly, the purpose of this paper is to examine the effect of service quality (SQ), customer satisfaction, switching cost and consumer innovativeness (CI) on service switching intention (SWI); the mediating role of customer satisfaction; and the moderating role of service switching cost on the relationship between CI and SWI. Design/methodology/approach Data were collected using a self-administered questionnaire survey that yielded 535 responses. Using structural equation modelling approach, the partial least square software, version 3 was utilised to test the study hypotheses. Findings Results reveal that customer satisfaction, service switching cost and CI directly affect SWI. However, no significant relationship was found between SQ and SWI. Again, data supported the mediating effect of customer satisfaction as well as the moderating effect of service switching cost. Research limitations/implications It is expected that the findings from this study will enable policymakers, managers and marketers to formulate better strategies and effectively implement loyalty programs, preventing their customers from switching. Originality/value This study contributes to the existing literature by testing switching costs as the quasi moderator. Moreover, this is a pioneer study to consider CI as the antecedent of SWI.

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Puspitaningtyas, Sofia. "ANTECEDENTS FROM SWITCHING INTENTION THE CUSTOMER’S BANK." Business and Entrepreneurial Review 13, no. 2 (May 11, 2017): 159. http://dx.doi.org/10.25105/ber.v13i2.1847.

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Now day’s competition at Indonesia banking industry getting strong and difficult. Every bank provides the similar event on same product or service with another bank and continuously tries to improve their quality of service. Not only provides the same or similar products and services, they also try to attract customers with thousand of promises. Refer to that condition, it is easier for the customers to switch from one bank to another bank.This study is designed to identify the factors that influence the customer to switch the bank. The design of this research applies quantitative research by testing the theories through measurement of research variables with numbers and analyzing data with statistical procedures. 170 respondents participated in this study but 154 questioners acceptable to used in this study. The study consisted of seven variables: customer expertise, word of mouth, service quality, switching cost, price, commitment and intention of switching banks. Data analysis applied measuring method on the calculation of reliability, validity, and multiple regression analysis performed using SPSS 15.0 module.The result of the research indicated that word mouth and price have positive impact to drive customer switching to another service provider/bank. Service quality has the negative effect to customer switching intention. In the other hand customer expertise, switching cost and bank commitment have no effect on customer switching intention.The research implies the bank’s founding management once they make strategies to retain their customer or to minimize customer switching intention. Suggest exploring other antecedents of switching intention on future study providers such as reputation, the attractiveness of another alternative, the effectiveness of advertising and anger accident.

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Marentek, Villian. "The Analysis of Customer Switching Behaviour to PT. Bank Rakyat Indonesia Tbk in Manado." Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi 10, no. 2 (April 28, 2022): 738. http://dx.doi.org/10.35794/emba.v10i2.40026.

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There is intense competition and increasing globalization in financial markets. Bank management must develop customer-oriented strategies in order to compete successfully in the competitive retail banking environment. The price war and intense competition in Manado banking industry have exposed banks to one of the major threat of switching. Consumers are now more price and service conscious in their financial services purchasing behavior. They are more prone to change their banking behavior as banking products and services are nearly identical in nature. The purpose of this paper is to provide an insight of the drivers that lead a customer switch from one service provider to PT. Bank Rakyat Indonesia at Manado. The research is using quantitative method. The data for this analysis was obtained using a purposive sample of 100 PT. Bank Rakyat Indonesia customers in Manado City. The decision to switch banks is hypothesised to be a function of Advertising and service quality. Results shows that advertising and service quality have their significant effect on customers’ switching behavior. The findings of present study can be used by PT. Bank Rakyat Indonesia for their product and service designing strategies, marketing strategies and customer services practices in order to reduce customer switching. It would help them in improving their service operations and also in increasing customer satisfaction and loyalty by understanding the banking behaviour of their customers. Furthermore, this research provides useful information for future researchers investigating customer switching behaviour in the retail banking industry.

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Zolfagharian, Mohammadali, Fuad Hasan, and Pramod Iyer. "Employee, branch, and brand switching: the role of linguistic choice, use and adaptation." Journal of Services Marketing 31, no. 4/5 (July 10, 2017): 452–70. http://dx.doi.org/10.1108/jsm-05-2016-0203.

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Purpose The purpose of this study is to explore how service employee choice and use of language to initiate and maintain conversation with second generation immigrant customers (SGIC) influence customer evaluation of the service encounter, and whether such employee acts may lead customers to employee switching, branch switching (i.e. switching from one to another location within the same brand) and/or brand switching (switching to another brand altogether). Design/methodology/approach A scenario-based between-subjects experiment of 4 (employee: match, adapt, bilingual, no adapt) × 2 (fast food, post office) × 2 (English, Spanish) was used to examine the SGIC response to service encounters in different contexts arising from employee choice and use of language. These scenarios were complemented with a series of measurement scales. The instruments, which were identical except in scenario sections, were administered on 788 second-generation Mexican American customers, resulting in 271 (fast food) and 265 (post office) effective responses. Findings In both service contexts, when employees initiated conversation that matched (English or Spanish) the customer expectations, the SGIC perceptions of interaction quality was higher as compared to other scenarios, leading to subsequent satisfaction and lower switching intentions (employee and branch). Similarly, interaction quality was higher for adapt scenarios as compared to bilingual or no adapt scenarios. Bilingual customers perceived higher interaction quality in bilingual/no-adapt scenarios when compared to monolingual customers. In both contexts, service quality and satisfaction were associated with employee switching and branch switching, but not with brand switching. Research limitations/implications By utilizing interaction adaptation theory to conceptualize the effects of employee choice and use of language, the study grounds the model and the hypotheses in theoretical bases and provides empirical corroboration of the theory. The study also contributes toward understanding the service encounters from the perspective of an overlooked group of vulnerable customers: second-generation immigrants. Practical implications Service research cautions service providers that a key factor in attracting and retaining customers is having detailed communication guidelines and empowering employees to follow those guidelines. The findings go a step further and underscore the critical role of communication from a managerial standpoint. It is in the interest of service organizations to develop guidelines that will govern employee choice and use of language during service encounters. So doing is commercially justified because unguided employee choice and use of language can result in customer switching and attrition. Social implications The juxtaposition between assigned versus asserted identities is an important one not only in social sciences but also within service research. As service encounters grow increasingly multicultural, the need to educate employees on multiculturally appropriate communication etiquette rises in importance. The findings should encourage service firms and local governments to develop formal communication guidelines that begin with multiculturalism as a central tenet permeating all aspects of employee–employee, employee–customer and customer–customer communications. Service providers ought to take precautionary measures to ensure customers will be empowered to assert their identities in their own terms, if they wish so. Originality/value The study demonstrates how employee choice and use of language during service encounters may thwart SGIC, who might view such employee behaviors as acts of identity assignment and, consequently, feel stigmatized, marginalized and offended; and links such customer experiences to switching behavior through mediatory mechanisms.

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Keaveney, Susan M. "Customer Switching Behavior in Service Industries: An Exploratory Study." Journal of Marketing 59, no. 2 (April 1995): 71–82. http://dx.doi.org/10.1177/002224299505900206.

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Customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature. The author reports results of a critical incident study conducted among more than 500 service customers. The research identifies more than 800 critical behaviors of service firms that caused customers to switch services. Customers’ reasons for switching services were classified into eight general categories. The author then discusses implications for further model development and offers recommendations for managers of service firms.

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Hadi, Noor Ul, Nadia Aslam, and Amir Gulzar. "Sustainable Service Quality and Customer Loyalty: The Role of Customer Satisfaction and Switching Costs in the Pakistan Cellphone Industry." Sustainability 11, no. 8 (April 23, 2019): 2408. http://dx.doi.org/10.3390/su11082408.

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Generally, the current scenario in the hyperactive corporate world, and specifically in the telecom sector, renders companies to compete concurrently on two fronts: Expansion of their customer base and the retention of their current customers. In order to explore and examine the latter concept, the current study hypothesizes the effects of sustainable service quality on customer loyalty with a mediating role of customer satisfaction conceptualized through the reciprocity theory. The study also considers the suggested moderating role of switching cost by theorizing the Apostle model. Pertinently, the satisfied customer may not be loyal if the switching cost is low, since the dynamics of the switching cost provide a useful insight into the phenomenon of retaining the customers through customer satisfaction. The research opts for explanatory study where data were conveniently collected. The study has used the PROCESS macro model 4 and 14 to analyze the data. Findings reveal that the role of customer satisfaction is significant but the effect of the switching cost was considered to be insignificant, elucidating that a satisfied customer will remain loyal even if the switching cost is low. It means that sustaining service quality longitudinally did not affect customer loyalty in the presence of a low switching cost. With a view to complement the study, managerial implications of a switching cost have also been discussed.

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Sultan, Abdullah. "Identifying brand touchpoints to increase switching costs in the banking industry." International Journal of Bank Marketing 38, no. 3 (December 9, 2019): 718–36. http://dx.doi.org/10.1108/ijbm-07-2019-0255.

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Purpose The purpose of this paper is to study the effect of staged customer experiences on customer switching costs in the banking industry. Design/methodology/approach Brand touchpoints in the banking industry are identified by exploratory research using focus group sessions with bank customers and staff and refined by exploratory factor analysis using an independent sample of bank customers to form the staged customer experience construct. The proposed research model is then validated by confirmatory factor analysis with an independent sample using structural equation modeling. Findings Customer experience in the banking industry consists of four related but distinct stages (i.e. pre-touch, in-touch, post-touch and service failure). The first three stages have direct and indirect effects on switching costs that are partially mediated by relationship quality. Research limitations/implications Customer experience is an industry-specific construct with complicated effects on switching costs. Thus, the staged customer experience construct should be examined in different industries and applications to understand its implications. Practical implications Bank customers demand experiences that achieve desirable results in everyday situations and switch to other service providers easily if this demand is not met. Banks should focus on brand touchpoints that are both important to customers and increase switching costs to keep customers from defecting. Originality/value This research expands upon findings in the customer experience literature by exploring factors that link staged customer experiences with switching costs in the banking industry. In addition, a paradox is identified in the staged customer experience model that requires managers’ attention in order to design an effective customer experience strategy.

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Wachyudi, Norman. "A study of the relationship marketing effect in banks: The case of an emerging market." Journal of Governance and Regulation 7, no. 1 (2018): 26–39. http://dx.doi.org/10.22495/jgr_v7_i1_p2.

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This study aims to provide an alternative model for understanding customers’ loyalty behavior by examining the effect of relationship marketing (RM) and service quality on customer satisfaction and customer loyalty moderated with switching costs. A laboratory experiment was carried out to ascertain the controlled variables based on factorial design: 2 (RM: high vs low) x 2 (service quality: high vs low) x 2 (the switching costs: high vs low). The study was based on bank clients as participants, and multiple linear regression was chosen to examine the causal relationship between the variables that are hypothesized. The results indicate that loyalty of banking customers is significantly influenced by RM, service quality and customer satisfaction. In addition, switching costs have a role in moderating customer loyalty. The implications of this study were discussed to give insight into contributions of theoretical and practical aspects, and for future studies

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Sreeejesh, S. "Cellular Customer Churns Due to Mobile Number Portability." International Journal of Interdisciplinary Telecommunications and Networking 5, no. 1 (January 2013): 43–57. http://dx.doi.org/10.4018/jitn.2013010104.

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Retaining existing customer has been considered to be one of the most critical challenges for telecommunication service providers than for attracting new ones. In telecommunication, the service offered is different from that of a general commodity sale as in the former case the service is considered to be a continuous process, wherein the service provider can offer the differentiated services throughout the customer’s tenure. This differentiation in service offered creates a demarcation from the competitors and hence establishes competitive advantage for that service provider for attracting new customers and retaining the existing ones, which ultimately determines the profitability. In this paper, the author captures this differentiation factor by investigating customer switching behavior under Mobile Number Portability (MNP) in Indian telecommunication market. It is shown that only limited attention has been paid to the customer churn under MNP and none of the existing studies incorporated psychological constructs as the determinants of customer churn. In this context, the study used discriminant analysis to understand the factors that best discriminate between switchers and non-switchers and predict (develop a churn prediction model) the customer churn behavior through incorporating psychological constructs. The findings indicate that service quality, customer satisfaction, attachment, commitment and switching costs are the major factors differentiating the switching and non-switching decisions. Service quality of the service provider found to be as the differentiating factor in churning decision. The results of the study have implications for both academicians and relationship mangers; they are using psychological constructs to predict customer switching behavior.

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Daniel Clemes, Michael, Xin Shu, and Christopher Gan. "Mobile communications: a comprehensive hierarchical modelling approach." Asia Pacific Journal of Marketing and Logistics 26, no. 1 (January 7, 2014): 114–46. http://dx.doi.org/10.1108/apjml-04-2013-0040.

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Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

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Park, Yong-Jae, Myung-Hwan Rim, and Seung-Koog Lee. "FACTORS AFFECTING CUSTOMER LOYALTY OF MOBILE RFID SERVICES IN KOREA." Technological and Economic Development of Economy 19, no. 4 (December 12, 2013): 687–705. http://dx.doi.org/10.3846/20294913.2013.837413.

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Mobile radio frequency identification (RFID) services are expected to be launched in full-scale as a new service option in the telecommunications service market following the development of RFID technology and maturation of the IT infrastructure. Importance of customer loyalty has been widely recognized in business marketing for a long time, and the customer loyalty enhancement strategies for mobile RFID services is of significance to telecommunication carriers in terms of new business value creation. This study identifies the factors affecting customer loyalty for mobile RFID services and presents telecommunication service managers with information useful for improving customer loyalty for related new services. The data was collected from customers with some experience in the use of mobile RFID services through an online survey for an empirical analysis. And the collected data was analysed with structural equation model to verify the cause and effect relationship among perceived quality, switching cost, perceived value, customer satisfaction, switching barrier and customer relationship. The analysis showed that the quality of tag recognition and content quality proved to have a direct impact on the customer satisfaction, whereas connection quality and ease of use would rather indirectly than directly influence customer satisfaction by perceived value. Perceived value and satisfaction affected the loyalty. Adaptation cost affects switching barriers, the higher the switching barriers, the stronger the loyalty. Based on the results of the empirical analysis, practical implications were given. What is more, mobile RFID customers were divided into two groups that are favourably and unfavourably disposed toward the service, and suggested customer loyalty improvement strategies adapted for each group.

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Milan, Gabriel Sperandio, Luiz Antonio Slongo, Luciene Eberle, Deonir De Toni, and Suélen Bebber. "Determinants of customer loyalty: a study with customers of a Brazilian bank." Benchmarking: An International Journal 25, no. 9 (November 29, 2018): 3935–50. http://dx.doi.org/10.1108/bij-08-2017-0231.

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Purpose The purpose of this paper is to analyze customer loyalty in the context of existing relationships between Brazilian banking service provider and its customers in the context of B2C (Business-to-Consumer) relationships. Hence, a theoretical model was proposed and tested with banking services private individual customers taking into account perceived value, service provider reputation, financial bonding tactics, structural bonding tactics, social bonding tactics and switching costs as customer loyalty determinants. Design/methodology/approach A multivariate statistical approach with structural equations modeling was used in a 505 customer sample of the one prominent bank in Brazil. Findings Results indicate that the proposed theoretical model confirming a satisfactory fit, presenting a good explanatory power (R2=0.738) and supporting that perceived value influences the service provider reputation; financial bonding tactics, structural bonding tactics and social bonding tactics influence perceived value; service provider reputation influences switching costs; switching costs influence customer loyalty and the social bonding tactics influence customer loyalty. Practical implications The results evidenced in the present research could serve as benchmarking for other researchers or managers connected to the financial service sector (or bank service) when looking for a better understanding about the antecedents of customer loyalty, adapting strategies and actions to stimulate and generate better market and economic–financial results for the institutions of this sector. Originality/value Finding out which constructs better explain customer loyalty, and its possible relations, is something relevant for the banking sector, once it can generate more effective managerial insights, positively making an impact in a customer portfolio performance, or the financial institution itself, from the construction, maintenance and strengthening of the relationships with customers.

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Bergel, Maxi, and Christian Brock. "The impact of switching costs on customer complaint behavior and service recovery evaluation." Journal of Service Theory and Practice 28, no. 4 (July 9, 2018): 458–83. http://dx.doi.org/10.1108/jstp-02-2017-0035.

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PurposeThe purpose of this paper is to examine the impact of three different dimensions of switching costs on customer dissatisfaction response styles as well as on the evaluation of service recovery.Design/methodology/approachStudy 1 is a scenario-based experiment and Study 2 uses a critical incident technique combined with survey-based measures of switching costs, dissatisfaction responses and perceived complaint handling.FindingsThe results of these studies highlight the need to consider the different effects of switching costs. Not only do different switching costs lead to varying customer dissatisfaction responses, they also have differential moderator effects on the interrelationships between customer-perceived recovery justice and service recovery satisfaction.Research limitations/implicationsService failure severity was an influential control variable. Future studies should investigate how the type, context and severity of service failure influence customers’ complaint behavior. Furthermore, participants had trouble differentiating between their relations toward their service provider in general and one particular employee. Hence, further research should explore the relationship between customers and frontline employees.Practical implicationsThe authors encourage managers to take a closer look at the switching cost dimensions of their service industry. This may lead practitioners to promote differentiated strategies for complaint stimulation and complaint handling.Originality/valueThis is the first study to simultaneously explore all three dimensions of switching costs when examining their impact on customers’ dissatisfaction response styles as well as the moderating effects in the recovery process. In doing so, this study reveals some hitherto uncovered effects.

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Hidayat, Arief, Harry Soesanto, and Mahfudz Mahfudz. "THE EFFECTS OF PRODUCT QUALITY, SERVICE QUALITY AND ATTRIBUTES RELATED TO SERVICE AS BRAND SWITCHING ANTICIPATION AND THEIR IMPLICATION ON CUSTOMERS’ SATISFACTION." Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) 16, no. 3 (April 3, 2018): 203. http://dx.doi.org/10.14710/jspi.v16i3.203-220.

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Utilization of clean sources of SWRO products, tank water, and groundwater which are processed by themselves into clean water become an indication of brand switching by a company in Nizam Zachman Ocean Fisheries Port area. Research literature conducted by researchers based on re-purchase decisions led researchers to develop five empirical hypotheses, namely service quality, attribute related to services, product quality, brand switching and customer satisfaction. Data on observed variables were obtained through an interview with a questionnaire to 108 at clean water customer of Indonesian Fisheries Public Company (Perum Perikanan Indonesia) within Ocean Fisheries Port of Nizam Zachman Jakarta and tested by using AMOS statistic software 21. The test result showed that Brand Switching is statistically proven to be influenced by Product Quality, Service Quality and Attributes Related To Service and Customers’ Satisfaction statistically proven to be influenced just by Service Quality while product quality and Brand Switching are not statistically proven influenced on Customer Satisfaction.

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Nunes, Guilherme Coelho, Gabriel Sperandio Milan, Luciene Eberle, Deonir De Toni, and Pelayo Munhoz Olea. "Cocriação, valor de uso, satisfação e custos de troca como antecedentes da retenção de clientes no ensino superior." Revista de Administração da UFSM 14, no. 3 (October 4, 2021): 545–67. http://dx.doi.org/10.5902/1983465935697.

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Purpose – The research aimed to propose and validate a Theoretical Model to understand how the relationship between customers (service users) and service providers might result in customer retention in the higher education context.Design/methodology/approach – The research was implemented through a survey applied to 301 students of a Higher Education Institution, and the data were analyzed through Structural Equation Modeling (SEM).Findings – The results indicate that value co-creation impacts customer satisfaction and value-in-use, customer satisfaction impacts switching costs and customer retention, and switching costs impact customer retention. However, value-in-use did not significantly impact customer retention, opposing to the expected results.Originality/value – There is no consensus on which constructs effectively are the antecedents of customer retention for the most diverse types of services. For this reason, this research aimed to validate a Theoretical Model that contemplates the constructs of value co-creation, value-in-use, customer satisfaction, and switching costs as antecedents of customer retention in the higher education context.

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Bakar, Juhaida Abu, Michael Daniel Clemes, and Kathryn Bicknell. "A comprehensive hierarchical model of retail banking." International Journal of Bank Marketing 35, no. 4 (June 5, 2017): 662–84. http://dx.doi.org/10.1108/ijbm-03-2016-0041.

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Purpose The purpose of this paper is to develop and test a comprehensive hierarchical model of behavioural intentions in the Malaysian retail banking industry. Design/methodology/approach The data were analysed using EFA, CFA and structural modelling. Findings The findings illustrate that customer satisfaction is the most important determinant of behavioural intentions, followed by switching costs, corporate image and perceived value. Service quality is indirectly related to behavioural intentions and customer satisfaction mediates the relationship between the two constructs. Customer satisfaction is strongly influenced by service quality, corporate image and perceived value. Service quality is also an antecedent of perceived value, corporate image and switching costs. The empirical results also support a hierarchical and multidimensional approach for conceptualising and measuring customers’ perceptions of service quality. Research limitations/implications The comprehensive hierarchical model developed in this research can be used as framework for additional studies on the banking industry. Practical implications The findings provide Malaysian bank managers with empirically-based insights into behavioural intentions and offer guidelines for assessing and improving service quality. Originality/value This is the first study that uses comprehensive hierarchical modelling to synthesise the effects of service quality, customer satisfaction, perceived value, corporate image and switching costs on the behavioural intentions of retail bank customers.

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Kim, Myung-Joong, Juil Kim, and Sun-Young Park. "Understanding IPTV churning behaviors: focus on users in South Korea." Asia Pacific Journal of Innovation and Entrepreneurship 11, no. 2 (August 7, 2017): 190–213. http://dx.doi.org/10.1108/apjie-08-2017-026.

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PurposeThis study aims to investigate customers’ churning out of Internet Protocol Television (IPTV) service, one of the most prevalent forms of IT convergence. Design/methodology/approachBased on the review of current literature, a research model is introduced to depict the effects of select independent variables on customer churning behavior. First of all, the two groups are compared in terms of predictor variables, including switching barriers, voice of customer (VOC), membership period and degree of contents usage. Then, a curvilinear regression was applied to understand the association relationship between the level of IPTV contents usage and variables of switching barriers, VOC and membership period. Third, a logit regression was performed to predict customer churning through the variables of switching barriers, VOC, membership period and level of IPTV contents usage. FindingsThrough the empirical analysis, this study analyzed the factors affecting customer churning behavior of IPTV service providers based on switching barriers, VOC and contents usage. Originality/valueAlthough several studies on IPTV have been undertaken globally, they have largely depended on self-reporting surveys to examine dynamics between antecedent variables and IPTV performance in terms of customer satisfaction, usage intension and customer retention. This empirical study is performed to understand influential factors of IPTV service defection through the weblog analysis of 3,906 service users, who represented both service defectors and non-defectors during a specific month.

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Kathleen and Cokki. "Faktor-faktor yang memengaruhi perilaku perpindahan pelanggan bank di Jabodetabek." Jurnal Manajemen Bisnis dan Kewirausahaan 7, no. 1 (January 29, 2023): 26–37. http://dx.doi.org/10.24912/jmbk.v7i1.22467.

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This research was conducted to analyze whether perceived price, service quality, reputation, sharia compliance, and involuntary switching affect customer switching behavior in the Indonesian banking industry, especially customers domiciled in Jabodetabek. This study used 302 samples selected using the convenience sampling technique and analyzed using PLS-SEM. The study results indicate that reputation, involuntary switching, and perceived price influence customer switching behavior in Indonesian banking. Both service quality and sharia compliance do not influence customer switching behavior. However, service quality mediated by reputation affects customer switching behavior. The findings recommend that the banking industry maintain a good reputation, offer fair and flexible prices to customers, and avoid involuntary switching due to its uncontrollable nature. Penelitian ini dilakukan untuk menganalisis apakah persepsi harga, kualitas layanan, reputasi, kepatuhan syariah, dan perpindahan tidak disengaja memengaruhi perilaku perpindahan pelanggan di industri perbankan Indonesia, khususnya nasabah yang berdomisili di Jabodetabek. Penelitian ini menggunakan 302 sampel yang dipilih dengan menggunakan teknik convenience sampling dan kemudian dianalisis menggunakan PLS-SEM. Hasil penelitian menunjukkan bahwa reputasi, perpindahan tidak disengaja, dan persepsi harga merupakan faktor yang memengaruhi perilaku perpindahan nasabah di perbankan Indonesia. Kualitas layanan dan kepatuhan syariah tidak dapat memengaruhi perilaku perpindahan nasabah, tetapi kualitas layanan dapat berpengaruh ketika dimediasi oleh reputasi. Temuan ini menyiratkan bahwa pihak bank harus menjaga reputasi yang baik, mempertimbangkan untuk lebih banyak menawarkan fleksibilitas harga kepada pelanggan, dan menaruh lebih banyak perhatian banyak pada perpindahan yang tidak disengaja yang disebabkan oleh alasan yang tidak dapat dikendalikan.

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Halim, Rizal Edy. "ANALISIS HUBUNGAN ANTARA SERVICE QUALITY, CUSTOMER SATISFACTION, DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY; STUDI KASUS PERPINDAHAN GSM KE CDMA MAHASISWA DI DEPOK." Media Riset Bisnis & Manajemen 7, no. 2 (August 4, 2007): 127–54. http://dx.doi.org/10.25105/mrbm.v7i2.1049.

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The level of competition in the world of CDMNs telecommunications mobile in Indonesia is very tight Each CDMRs provider uses price promotion strategy to draw consumer enthusiasm. In line with the theory of price sensitivity of consumer to price changes if the consumer will move to other provider with dissimilar price offering at same service. Good service quality which can be given by service provider to its consumer will make them satisfy and loyal. Consumer which satisfied would intenl to re-purchase the services that could be generating their loyalty. If the providers offering various benefit, value, or other tactical effort to retain their customer then the level of customers switching intention will be low. Hence they will become progressively loyal and resistance to move. Using survey with a hundred of respondents, the authors found thatservice quality influence customers satisfaction positively. It means progressively improvement of service quality will boost up the level of satisfaction. The findings also addressed that customer satisfaction influence loyalty positively. Other word if customer satisfies with the sentes offering, the level of loyalty will be increase. Interestingly, the finding also shows that switching cost will disturb the chain of satisfaction toward loyalty. Here in after, this study also finds that service quality influence customer loyalty patially which means with or without the presence of satisfaction, customer have become loyal to their provider.Keywords : customer satisfaction, loyalty, switching cost

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Mazhar, Muhammad, Muhammad Amir Nadeem, Haider Ali Abbasi, Umaima Tariq, Amin Jan, and Rao Abdul Hannan Jaffar. "Reparation for Service Failure Through Service Recovery: An Assessment of Consumer Behaviour in an Online Shopping Context." Business Management and Strategy 13, no. 1 (February 28, 2022): 64. http://dx.doi.org/10.5296/bms.v13i1.19521.

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A service failure in online shopping exacerbates customers’ behaviour towards a brand/webstore. However, service recovery is deemed an instrumental factor to atone for the customer loss after a service failure. To examine this, the current study aims to analyse the relationship between service failure and its downstream effect on the future customer behavioural intentions (i.e., customers’ switching and repurchase. Moreover, this study incorporates the mediating role of service recovery between service failure and customers’ future intentions. The survey technique was employed to achieve objectives by collecting data from 364 Malaysian customers who purchased from any webstore in the last six months. Data was analysed through SPSS 24.0 and SEM-PLS 3.3.3. The results of the study revealed that service recovery has a positive impact on repurchase intention and switching intention. Furthermore, it is observed that due to cultural influences, the effect of service recovery on repurchase intention is less significant as compared to switching intention, which shows that in a specific culture, service recovery is less important than social loss. The practical implications of the study are two-fold. Firstly, the service provider should consider customers' expectations regarding service recovery. Secondly, service providers should not be limited to financial compensation only; instead, they should include non-financial compensation to retain customers from a specific culture.

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Rusdiana, Alan, and L. Suparto LM. "Peran Kepuasan Pelanggan Pada Hubungan Kausalitas Antara Kualitas Layanan Terhadap Niat Beralih." Entrepreneur: Jurnal Bisnis Manajemen dan Kewirausahaan 2, no. 2 (July 24, 2021): 316–35. http://dx.doi.org/10.31949/entrepreneur.v2i2.1165.

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This type of research is associative research. This research takes the title: “This type of research is associative research. This research takes the title: "The Role of Customer Satisfaction on the Causality Relationship Between Service Quality and Switch Intention (Study on Fitra Majalengka hotel visitors)”. The purpose of this study was to determine the partial effect of core service quality and encounter on switching intentions with the mediating factor of customer satisfaction. The population in this study were all visitors to the Fitra Majalengka hotel. The sampling technique used is purposive sampling. The number of respondents in this study was 120. The data were analyzed using structural equation modeling (SEM) with AMOS 21 software. The results of this study indicate that 1) core service quality has no effect on switching intentions, 2) encounter service quality has no effect on switching intentions, 3) core service quality has a positive effect on customer satisfaction, 4) encounter service quality has a positive effect on customer satisfaction, 5 ) customer satisfaction has a negative effect on switching intentions, 6) customer satisfaction mediates the negative effect of core service quality on switching intentions, 7) customer satisfaction mediates the negative effect of encounter service quality on switching intentions. An important finding from this study is that it can confirm the concept of EDT in which customer satisfaction becomes a mediating variable between the relationship between core service quality and encounter with switching intentions.

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Dzulkifli, Mohammad. "PENGARUH CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALITY, SWITCHING COST SEBAGAI VARIABEL MEDIASI." SCIENTIFIC JOURNAL OF REFLECTION : Economic, Accounting, Management and Business 4, no. 4 (October 1, 2021): 795–805. http://dx.doi.org/10.37481/sjr.v4i4.384.

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The objectives of the study are to reveal the influence of customer satisfaction on customer loyalty based on users of mobile data services PT. Indosat Ooredoo Tbk, switching cost as a mediating variable. The data was obtained by involving 189 respondents and using the Structural Equation Model (SEM) with AMOS 2.4. The results show that customer satisfaction affects customer loyalty, and switching cost mediates the relationship between customer satisfaction and customer loyalty. It implies that the company has to pay attention to customer satisfaction, customer loyalty, and switching costs at the mobile data service, in a service provider. This finding provides insights into the importance of improving customer satisfaction, and switching costs in increasing customer loyalty of the company.

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Yen, Yung-Shen. "Managing perceived risk for customer retention in e-commerce." Information & Computer Security 23, no. 2 (June 8, 2015): 145–60. http://dx.doi.org/10.1108/ics-12-2013-0088.

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Purpose – This paper aims to explore how perceived risk affects customer loyalty in e-commerce and how switching costs mediate in the relationship between perceived risk and customer loyalty. Design/methodology/approach – In this paper, structural equation modeling was conducted, and data on Internet shopping habits of 382 consumers in Taiwan were examined. Findings – The findings of this study revealed that lowering perceived risks can increase switching costs, which leads to customer loyalty with the service provider in e-commerce. Research limitations/implications – A sample bias may exist because the sampling was conducted through an online survey in a specific Web site. This study affirmed the theoretical framework regarding the mediation effect of switching costs on perceived risk and customer-loyalty relationships. Practical implications – To avoid the single effect of reducing perceived risk on customer loyalty, practitioners should be difficult for competitors to imitate. This can increase the barriers to competition, further lock in the customer and can prevent the switch to other service providers. Originality/value – The findings provide a new feasible approach to customer retention: a business can reduce customers’ perceived risk to increase switching costs against the competition for customer retention in e-commerce.

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Khan, Bareerah, and Muhammad Rizwan. "Factors Contributing to Customer Loyalty in Commercial Banking." International Journal of Accounting and Financial Reporting 1, no. 1 (October 19, 2014): 413. http://dx.doi.org/10.5296/ijafr.v4i2.6537.

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Customer Loyalty has been realized as a significant aspect in the establishment and maintenance of competitive edge in services sectors. Firm’s performance is positively affected with customer loyalty. Customer Loyalty not only increases the business value but they also allow it to uphold costs lower than those associated with attracting new customers. Now days, banking sectors are promoting Relational marketing which is beneficial for them to build long-term relationship with their customers. Empirical research of this paper examines the extent to which customer Satisfaction in accordance with Perceived Service quality and Trust, Switching Cost, Corporate Image, Customer Involvement Influence the Customer Loyalty in banking sector. For this analysis, Questionnaires were distributed among 150 people and data were collected from 148 questionnaires selected through non-probability sampling technique. Regression and Correlation techniques were used for the analysis of this study. Findings show that there is a direct positive and significant relationship between Customer Satisfaction together with Perceived Service Quality, Corporate Image, Customer involvement and Customer Loyalty. While, Switching Cost has a positive but insignificant relationship on Customer Loyalty.

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Rawis, Stella Olivia, Reza Ashari Nasution, Laksmi Saraswati Hadiansyah, Widyoretno Adiani, and Atik Aprianingsih. "Systematic Literature Review of Switching Behavior in Service Industry." Binus Business Review 13, no. 1 (January 7, 2022): 1–17. http://dx.doi.org/10.21512/bbr.v13i1.7618.

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Although many studies have focused on consumer behavior, a summary of constructs specialized in switching behavior is unexplored. The research aimed to enlarge an extensive and updated overview of customer switching behavior in the service industry. The Systematic Literature Review (SLR) technique evaluated 35 scientific papers released from 2011 to 2021 to analyze drivers, mediating factors, moderating factors, and outcomes related to customer switching behavior. The results improve the understanding and outcome of the drivers to retain consumers. First, the drivers (independent variables) consist of social factors, firm factors, customer behavior, and cost. Second, mediating factors include switching cost, experiential psychological states, inertia, emotion, and consumer perception. Third, moderating constructs have mooring factors, satisfaction, and inertia. Surprisingly, inertia appears in both mediating and moderating variables. The difference depends on service context. Last, outcomes consist of customers’ responses, low satisfaction, and low loyalty. The research contributes to theoretical and managerial implications for sustainable planning by making an overview of several service models. In addition, it includes the drivers of switching behavior in the service industry. Furthermore, the framework offers possibilities and issues for future research and moves the focus from the conventional service domain to social networking that refers to the online platform.

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Singh, Jaywant, and Benedetta Crisafulli. "Managing online service recovery: procedures, justice and customer satisfaction." Journal of Service Theory and Practice 26, no. 6 (November 14, 2016): 764–87. http://dx.doi.org/10.1108/jstp-01-2015-0013.

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Purpose The internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the internet offers opportunities for delivering efficient service recovery through the online channel. Notwithstanding, research evidence on how firms can deliver online service recovery remains scarce. The purpose of this paper is to investigate the impact of two online service recovery strategies – online information and technology-mediated communication – on customer satisfaction, switching and word of mouth intentions. Design/methodology/approach A scenario-based experiment is employed. Data are analysed using partial least squares structural equation modelling. Findings Online information and technology-mediated interactions can be used as online service recovery strategies. When fair, online service recovery can restore customer satisfaction, lower switching and enhance positive word of mouth. Interactional justice delivered through technology-mediated communication is a strong predictor of satisfaction with online service recovery. Yet, customers in subscription services show greater expectations of online service recovery than those in non-subscription services. Research limitations/implications Further research could examine the impact of online service recovery on relational constructs, such as trust. Since customers participate in the online recovery process, future research could investigate the role of customers as co-creators of online service recovery. Practical implications Service managers should design online recovery strategies that meet customer need for interactional justice, for example, bespoke e-mails, and virtual chat communications with genuine customer care. Originality/value Online information and technology-mediated communication function as online service recovery strategies. Customer perceptions of justice towards online service recovery restore satisfaction, and encourage loyal behaviour.

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Vigolo, Vania, and Fabio Cassia. "SMEs’ switching behavior in the natural gas market." TQM Journal 26, no. 3 (April 8, 2014): 300–307. http://dx.doi.org/10.1108/tqm-01-2014-0005.

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Purpose – The purpose of this paper is to explore loyalty and switching behavior among corporate energy customers in Italy. Thanks to the recent liberalization process, firms have now the opportunity to evaluate alternative energy providers and try to reduce their energy expenses. Nonetheless their switching rate in Italy is currently as low as 6.3 percent. Design/methodology/approach – The study is based on a cross-sectional analysis of the switching behavior of a sample of 110 Italian small and medium firms that purchase natural gas from a middle-sized natural gas supplier. Findings – The analysis emphasizes the role of price convenience (but not of dissatisfaction with the service provision) as a driver of the intention to switch to a new supplier. The negative impact of procedural and relational switching costs on the intention to switch emerges, as well. Research limitations/implications – The sample size was quite limited. Moreover participants were all customers of one natural gas supplier only. Practical implications – The findings highlight the need for gas service providers to focus on customer orientation and loyalty to stimulate customer loyalty and not just customer repurchases. Originality/value – Whilst a few studies have explored switching behavior and loyalty among private energy customers, this study investigates this issue among corporate energy customers.

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Zakiy, Muhammad. "CITRA PERUSAHAAN SEBAGAI VARIABEL PEMODERASI PENGARUH LAYANAN TERHADAP KEPUASAN PASIEN DAN NIAT BERALIH." Jurnal Manajemen dan Pemasaran Jasa 12, no. 1 (April 1, 2019): 51. http://dx.doi.org/10.25105/jmpj.v12i1.3149.

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This study aims to see the effect of service quality from 3 PKU Muhammadiyah Hospital in Jogja, Sleman and Bantul on customer satisfaction and customer switching intention which is moderated by the company's image. This study uses Moderated Regression Analysis (MRA), with a total sample of 111 customers/patients at the Muhammadiyah Yogyakarta Hospital. The data was collected online and offline by purposive sampling technique. This study proves that service quality is the main predictor in increasing customer satisfaction of PKU Muhammadiyah Yogyakarta hospital. However, the test results explain that the company's image is not able to moderate the influence of service quality on the customer satisfaction and switching intention. The results of this study also provide theoretical and practical contributions related to theoretical, methodological and practical issues.

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Rahman, Suwignyo, and Ibnu Widiyanto. "Service Atonement toward the Service Dissonance and Customer Switching." Journal of Economics, Business and Management 3, no. 7 (2015): 719–24. http://dx.doi.org/10.7763/joebm.2015.v3.273.

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Clemes, Michael Daniel, David L. Dean, and Thongkern Thitiya. "Modelling the behavioural intentions of day spa customers." Asia Pacific Journal of Marketing and Logistics 32, no. 8 (March 12, 2020): 1699–716. http://dx.doi.org/10.1108/apjml-04-2019-0258.

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PurposeThis research develops and tests a comprehensive hierarchical model of the behavioural intentions of day spa customers.Design/methodology/approachThe primary data was collected from the customers of 17 day spas throughout Thailand. EFA and SEM were used to analyse the data and test the interrelationships among service quality, customer satisfaction, perceived value, perceived switching costs and behavioural intentions. A third-order conceptualisation of service quality is also included in the modelling framework.FindingsCustomer satisfaction is the key determinant of behavioural intentions. Service quality and perceived value are two important descriptors of customer satisfaction. Service quality is the most important determinant of customer satisfaction, and customer satisfaction is the most significant antecedent of behavioural intentions. Service quality is a significant determinant of perceived value and perceived switching costs. Customer satisfaction plays a partial mediating role on the relationship between service quality and behavioural intentions and between perceived value and behavioural intentions.Originality/valueThere is a conceptual gap in the literature as no published empirical research on the day spa industry has comprehensively modelled the behavioural intentions of day spa customers. The comprehensive hierarchical modelling approach used in this study provides a complete and integrative analysis of the constructs under investigation in a day spa context and closes the research gap.

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Chairon Djasmy, Roby, and Nurdin Sobari. "Measuring Switch Intention In The Push Pull Mooring Framework For Self Service Technology Products: Kios Matic Bright Gas." Eduvest - Journal of Universal Studies 3, no. 1 (January 24, 2023): 201–18. http://dx.doi.org/10.36418/eduvest.v3i1.727.

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This study examines the factors that influence the intention to switch customers in purchasing LPG Bright Gas products from the conventional way to purchasing through Kios Matic (self-service kiosk) using the Push-Pull Mooring model. The method used is a quantitative measurement of online survey questionnaires on 203 respondents in Jakarta with experience using Kios Matic at least 1 time. The measurement uses the SEM method to analyze research acquisition data. The results showed that the Push, Pull and Mooring factors had an influence on switching intention of the Bright Gas customers. Validation of the factors that most influence customer switching intentions can be a reference for self service providers, so that companies can formulate marketing strategies to anticipate customer switching intentions

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Mbaabu, Amos Gitonga, and Dr Reuben Njuguna. "Antecedents of Customer Satisfaction and Customer Retention in Outspan Hospital in Nyeri County, Kenya." East African Scholars Journal of Economics, Business and Management 5, no. 10 (November 2, 2022): 269–76. http://dx.doi.org/10.36349/easjebm.2022.v05i10.001.

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The rate at which private hospitals are failing to satisfy and retain their customers is becoming a concern for hospital managers. Customer satisfaction and retention issues have affected most private hospitals leading to customer defection. For organizations to have a competitive edge over their competitors, they need to focus on customer satisfaction and retention to reduce customer defections. The general objective of the study was to evaluate the antecedents of satisfaction and retention of customers in Outspan Hospital in Nyeri County, Kenya. The study was guided by the Service Quality Gap Model. The study used a descriptive research design. 70 respondents acting as heads and deputies of the various departments of Outspan Hospital consisted of the target population. A census method was used hence the assumption of 70 respondents as the sample size. Structured questionnaires were used to collect data. Inferential statistics which included variance, and regression analysis were used to measure the existence of a relationship between the independent variables, and the dependent variables. The study findings established that three independent variables namely; service design, system usage, and customer switching cost were significantly associated with customer satisfaction and retention in Outspan hospital. Therefore, the management of Outspan Hospital should enhance customer satisfaction and retention based on key study recommendations. These recommendations include; improving the external appearance of the institution, focusing on improving complaints handling programs, improving utilization of self-service technology (SST), and retaining customers through switching barriers that provide customers with superior customer value.

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Patro, Chandra Sekhar. "Customer Switching Behavior Towards Mobile Number Portability." International Journal of Cyber Behavior, Psychology and Learning 10, no. 3 (July 2020): 31–46. http://dx.doi.org/10.4018/ijcbpl.2020070103.

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The telecom services have been an imperative means for socio-economic development of a country and a large contributor to the rapid growth and modernization of various sectors of the economy. In recent years, the mobile services are having enormous growth due to rapid changes in technology. The mobile users have the choice to switch from one telecom operator to another within the telecom circle without the change of phone number. The introduction to MNP promoted more competition in the telecom sector and forced service providers to improve service quality and reduce prices. Therefore, it is necessary to understand the factors influencing customer switching behaviour for using mobile number portability. The study identified that the respondents are not only aware of MNP but also know the procedure of using MNP. The results show that service payout, trustworthiness, responsiveness, and monetary value have a positive influence on customers to switch over other service providers whereas accessibility and technology do not have a positive influence on customer switching behaviour.

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Tegambwage, Amani Gration, and Pendo Shukrani Kasoga. "Antecedents of customer loyalty in Islamic banking: evidence from Tanzania." Journal of Islamic Accounting and Business Research 13, no. 4 (March 1, 2022): 701–13. http://dx.doi.org/10.1108/jiabr-10-2021-0288.

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Purpose This study aims to examine the association between relationship quality, service quality, customer satisfaction, switching barriers and Islamic banking customer loyalty using evidence from Tanzania. Design/methodology/approach This study used correlational research design to test the hypotheses. Completed questionnaires were received from 572 Islamic bank customers in three major cities of Tanzania (Dar es Salaam, Dodoma and Zanzibar). Findings There is a significant positive relationship between relationship quality, service quality, customer satisfaction and customer loyalty. Switching barriers have an insignificant effect on customer loyalty. Further, the four antecedents contribute differentially to customer loyalty, with service quality having the most significant contribution. Practical implications The findings of the study can help managers of Islamic banks build and maintain customer loyalty through high service quality, high customer satisfaction and high-quality bank–customer relationships and attain a competitive advantage that would enable Islamic banks to grow and succeed in a competitive banking environment. Originality/value This study provides new insights on Islamic banking consumer loyalty by comparing the levels of contributions of the customer loyalty antecedents in a single study. This knowledge would enable Islamic banks to identify antecedents that have the highest contribution to customer loyalty and where best to target marketing attention and limited corporate resources.

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Milan, Gabriel Sperandio, Luciene Eberle, Deonir De Toni, Pelayo Munhoz Olea, and Suélen Bebber. "Customer Loyalty and its Antecedents in Banking Service Rendering Context." Revista de Negócios 24, no. 1 (June 5, 2019): 21. http://dx.doi.org/10.7867/1980-4431.2019v24n1p21-34.

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In this research, customer loyalty was analyzed in the context of existing relationships between banking service providers and its customers. Therefore, a theoretical model was proposed and tested with banking service natural person customers taking into account perceived value, service provider reputation, trust, bonding tactics (financial, social and structural), and switching costs as customer loyalty antecedents. A multivariate statistical approach with structural equations modeling was used in a 1.026 customer sample of three major banks in Brazil. The results evidenced in the present research could serve as benchmarking for other researchers or managers connected to the financial service sector (or bank service) when looking for a better understanding of the antecedents of customer loyalty, adapting strategies and actions to stimulate and generate better market and economic-financial results for the institutions of this sector.

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Pick, Doreén. "“Switching is easy”—Service firm communications to encourage customer switching." Journal of Retailing and Consumer Services 21, no. 4 (July 2014): 502–9. http://dx.doi.org/10.1016/j.jretconser.2014.03.007.

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Hidayaturrakhma, Dhia Annisa, Eded Tarmedi, and Lisnawati Lisnawati. "Pengaruh Perceived Service Quality dan Switching Cost terhadap Customer Loyalty." Journal of Business Management Education (JBME) 4, no. 2 (September 18, 2019): 76–84. http://dx.doi.org/10.17509/jbme.v4i2.21375.

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Abstract: This research aims to determine the Effect of Perceived Service Quality and Switching Cost on Customer Loyaly in the IM3 Ooredoo Users in Indonesia. This research is a descriptive verification research, using explanatory survey method by simple random sampling technique with 150 respondents and the data were analized by multiple regression analysis with the help of SPSS 24.0. The outcome of this study indicate that the concept of perceived service quality is fairly high category, the concept of switching cost is fairly high category, the concept of customer loyalty is fairly high category, and the customer loyalty is influenced by both perceived service quality and switching cost.Keywords: Perceived Service Quality; Switching Cost; Customer Loyalty

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Simbolon, Freddy. "Pengaruh Switching Costs terhadap Customer Retention pada Industri Perbankan di Indonesia." Binus Business Review 2, no. 2 (December 1, 2011): 698. http://dx.doi.org/10.21512/bbr.v2i1.1180.

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The number of frequent troubles at one bank may cause a decrease of customer trust. Customer will reconsider whether continuing to safe their deposits or moving to other banks. One factor that may influence the customer retention is the switching costs, that are the fee which must be borne by the customer along the transformations of one product to a service or a service to a product or even a certain service to another service. In fact switching costs will not only appear just as a consequence when a transformation is done or appear only as an economic cost. But when one process of transformation happens, many possibilities of cost may arise such as procedural costs, financial loss costs and psychological loss costs. Therefore the correct determination about switching costs might be an important information for customers so that they may consider the relevant costs arise when they decide to move to other banks. If the costs they will have to bear exceeds the benefit they will get, it is expected that they will reconsider to stay faithful and diminish their desire to move to other banks.

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Journal articles on the topic 'Customer service-switching'

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