The moderating effect of switching costs on the customer satisfaction-retention link: retail internet banking service in Hong Kong
Article
Article Title | The moderating effect of switching costs on the customer satisfaction-retention link: retail internet banking service in Hong Kong |
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ERA Journal ID | 212731 |
Article Category | Article |
Authors | Wong, Chi-Bo (Author) and Mula, Joseph M. (Author) |
Journal Title | IBIMA Business Review |
Journal Citation | 2 (3), pp. 20-28 |
Number of Pages | 9 |
Year | 2009 |
Publisher | IBIMA Publishing |
Place of Publication | Audubon, United States of America |
ISSN | 1947-3788 |
Web Address (URL) | http://www.ibimapublishing.com/journals/IBIMABR/volume2/v2n3.pdf |
Abstract | [Abstract]: |
Keywords | customer retention, customer satisfaction, switching costs, moderating effect |
ANZSRC Field of Research 2020 | 460806. Human-computer interaction |
Byline Affiliations | Hong Kong Shue Yan University, China |
School of Accounting, Economics and Finance | |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q06v2/the-moderating-effect-of-switching-costs-on-the-customer-satisfaction-retention-link-retail-internet-banking-service-in-hong-kong
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