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

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

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 custo...

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Bibliographic Details
Main Authors: Vu Minh Ngo, Drahomíra Pavelková
Format: Article
Language:English
Published: Centre of Sociological Research, Szczecin, Poland 2017-05-01
Series:Journal of International Studies
Subjects:
customer satisfaction
service quality
service value
customer loyalty
positive switching costs
negative switching costs
Online Access:http://jois.eu/?309,en_moderating-and-mediating-effects-of-switching-costs-on-the-relationship-between-service-value-customer-satisfaction-and-customer-loyalty-investigation-of-retail-banking-in-vietnam

Internet

http://jois.eu/?309,en_moderating-and-mediating-effects-of-switching-costs-on-the-relationship-between-service-value-customer-satisfaction-and-customer-loyalty-investigation-of-retail-banking-in-vietnam

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