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

Paper

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." 11th IBIMA Conference: Innovation and Knowledge Management in Twin Track Economies. Cairo, Egypt 04 - 06 Jan 2009
Paper/Presentation Title

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

Presentation TypePaper
AuthorsWong, Chi-Bo (Author) and Mula, Joseph M. (Author)
Journal or Proceedings TitleProceedings of the 11th IBIMA Conference: Innovation and Knowledge Management in Twin Track Economies
Number of Pages9
Year2009
ISBN9780982148907
Web Address (URL) of Paperhttp://www.ibima.org/
Conference/Event11th IBIMA Conference: Innovation and Knowledge Management in Twin Track Economies
Event Details
11th IBIMA Conference: Innovation and Knowledge Management in Twin Track Economies
Event Date
04 to end of 06 Jan 2009
Event Location
Cairo, Egypt
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.

Keywordscustomer retention, customer satisfaction, switching costs, moderating effect
ANZSRC Field of Research 2020460806. Human-computer interaction
Public Notes

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Byline AffiliationsHong Kong Shue Yan University, China
School of Accounting, Economics and Finance
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