publication . Article . 2017

Moderating and mediating effects of switching costs on the relationship between service value, customer satisfaction and customer loyalty: investigation of retail banking in Vietnam

Vu Minh Ngo; Drahomíra Pavelková;
Open Access English
  • Published: 01 May 2017 Journal: Journal of International Studies (issn: 2071-8330, eissn: 2306-3483, Copyright policy)
  • Publisher: Centre of Sociological Research, Szczecin, Poland
Switching cost highlights the way how companies create barriers to proactively prevent customer defection which directly and significantly affects customer loyalty and then companies’ performance. The purpose of this paper is to provide empirical evidences about the impact of switching cost on customer loyalty by examining its mediating and moderating effects on the relationships between service value, customer satisfaction and customer loyalty. Specially, two difference types of switching costs, positive one and negative one, are proposed and tested independently in order to provide more insights about their impacts. The data about switching costs and other con...
free text keywords: customer satisfaction, service quality, service value, customer loyalty, positive switching costs, negative switching costs, International relations, JZ2-6530
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