Record Details

Pengaruh Switching Costs terhadap Customer Retention pada Industri Perbankan di Indonesia

Binus Business Review

View Archive Info
 
 
Field Value
 
Title Pengaruh Switching Costs terhadap Customer Retention pada Industri Perbankan di Indonesia
 
Creator Simbolon, Freddy; Bina Nusantara University
 
Subject —
switching cost, customer retention, bank
—
 
Description The number of frequent troubles at one bank may cause a decrease of customer trust. Customer will reconsider whether continuing to safe their deposits or moving to other banks. One factor that may influence the customer retention is the switching costs, that are the fee which must be borne by the customer along the transformations of one product to a service or a service to a product or even a certain service to another service. In fact switching costs will not only appear just as a consequence when a transformation is done or appear only as an economic cost. But when one process of transformation happens, many possibilities of cost may arise such as procedural costs, financial loss costs and psychological loss costs. Therefore the correct determination about switching costs might be an important information for customers so that they may consider the relevant costs arise when they decide to move to other banks. If the costs they will have to bear exceeds the benefit they will get, it is expected that they will reconsider to stay faithful and diminish their desire to move to other banks.
 
Publisher Bina Nusantara University
 
Contributor Faculty of Economics and Business
 
Date 2011-12-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
—
 
Format application/pdf
 
Identifier http://journal.binus.ac.id/index.php/BBR/article/view/1180
10.21512/bbr.v2i1.1180
 
Source Binus Business Review; Vol 2, No 2 (2011): Binus Business Review; 698-707
2476-9053
2087-1228
 
Language eng
 
Relation http://journal.binus.ac.id/index.php/BBR/article/view/1180/1048
 
Coverage —
—
—
 
Rights The Authors submitting a manuscript do so on the understanding that if accepted for publication, copyright of the article shall be assigned to Binus Business Review and Research and Technology Transfer (RTTO) Bina Nusantara University as publisher of the journal.Copyright encompasses exclusive rights to reproduce and deliver the article in all form and media, including reprints, photographs, microfilms and any other similar reproductions, as well as translations. The reproduction of any part of this journal, its storage in databases and its transmission by any form or media, such as electronic, electrostatic and mechanical copies, photocopies, recordings, magnetic media, etc., will be allowed only with a written permission from Binus Business Review and Research and Technology Transfer (RTTO) Bina Nusantara University.Binus Business Review and Research and Technology Transfer Office Bina Nusantara University, the Editors and the reviewer make every effort to ensure that no wrong or misleading data, opinions or statements be published in the journal. In any way, the contents of the articles and advertisements published in the Binus Business Review are sole and exclusive responsibility of their respective authors and advertisers. USER RIGHTS All articles published Open Access will be immediately and permanently free for everyone to read and download.  We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows:• Creative Commons Attribution (CC-BY)• Creative Commons Attribution-Share alike (CC BY-SA)