The moderating effect of switching costs on the customer satisfaction-retention link: retail internet banking service in Hong Kong

Wong, Chi-Bo and Mula, Joseph M. (2009) The moderating effect of switching costs on the customer satisfaction-retention link: retail internet banking service in Hong Kong. IBIMA Business Review, 2 (3). pp. 20-28. ISSN 1947-3788

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Abstract

[Abstract]: The objective of this research was to develop a model that examines the direct effects of customer satisfaction and switching costs on customer retention as well as the moderating effect of switching costs on the relationship between customer satisfaction and customer retention in the segments of basic and advanced Internet banking users. This empirical research was conducted within the context of the retail Internet banking industry in Hong Kong. An online questionnaire was employed as the means of data collection. This research confirms the significant positive effects of customer satisfaction and switching costs on customer retention in both segments of basic and advanced Internet banking users. It is interesting that switching costs play a significant moderating effect on the customer satisfaction-retention link only for the segment of basic Internet banking users. For the segment of advanced Internet banking users, the moderating effect of switching costs does not significantly affect satisfaction-retention link.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Authors retain the copyright of their work under a Creative Commons Attribution 3.0 Unported License, which allows the unrestricted use, distribution, and reproduction of an article in any medium, provided that the original work is properly cited.
Depositing User: Dr Joseph M. Mula
Faculty / Department / School: Historic - Faculty of Business - School of Accounting, Economics and Finance
Date Deposited: 23 Jun 2010 14:01
Last Modified: 03 Jul 2013 00:23
Uncontrolled Keywords: customer retention, customer satisfaction, switching costs, moderating effect
Fields of Research (FOR2008): 08 Information and Computing Sciences > 0806 Information Systems > 080602 Computer-Human Interaction
URI: http://eprints.usq.edu.au/id/eprint/16159

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