Publication:
The Mediating Effects of Switching Costs on the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: A Study in Retail Banking Industry in Vietnam
The Mediating Effects of Switching Costs on the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: A Study in Retail Banking Industry in Vietnam
| datacite.subject.fos | oecd::Social sciences::Economics and Business | |
| dc.contributor.author | Ngô Minh Vũ | |
| dc.contributor.author | Quyen Phu Thi Phan | |
| dc.contributor.author | Ninh Van Nguyen | |
| dc.contributor.author | Vũ Minh Hiếu | |
| dc.date.accessioned | 2022-11-04T04:07:00Z | |
| dc.date.available | 2022-11-04T04:07:00Z | |
| dc.date.issued | 2019 | |
| dc.description.abstract | This paper develops and empirically tests the mediating role of switching costs in service quality - loyalty and satisfaction-loyalty relationships. Especially, different types of switching costs are tested separately providing more insights into their roles. A research model about the interrelationships between service quality, customer satisfaction, switching costs and customer loyalty is developed. Based on this model, a survey is conducted with retail banking customers, with and 261valid respondents. The hypotheses are then proposed and tested using Structural equation modeling technique (SEM). The analysis reveals that: positive switching cost is a significant mediator for both service quality-loyalty and satisfaction-loyalty relationships, while negative switching cost only mediates the service quality-loyalty relationship. These findings suggest that building and managing switching costs are necessary following-up steps after customer satisfaction for achieving long-term customer loyalty. | |
| dc.identifier.uri | http://repository.vlu.edu.vn:443/handle/123456789/931 | |
| dc.language.iso | en_US | |
| dc.relation.ispartof | International Journal of Supply Chain Management | |
| dc.relation.issn | 2050-7399 | |
| dc.subject | "Customer satisfaction | |
| dc.subject | customer loyalty | |
| dc.subject | mediating effect | |
| dc.subject | positive switching costs | |
| dc.subject | negative switching cost." | |
| dc.title | The Mediating Effects of Switching Costs on the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: A Study in Retail Banking Industry in Vietnam | |
| dc.type | Resource Types::text::journal::journal article | |
| dspace.entity.type | Publication | |
| oairecerif.author.affiliation | #PLACEHOLDER_PARENT_METADATA_VALUE# | |
| oairecerif.author.affiliation | #PLACEHOLDER_PARENT_METADATA_VALUE# | |
| oairecerif.author.affiliation | #PLACEHOLDER_PARENT_METADATA_VALUE# | |
| oairecerif.author.affiliation | #PLACEHOLDER_PARENT_METADATA_VALUE# |
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