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The Mediating Effects of Switching Costs on the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: A Study in Retail Banking Industry in Vietnam

International Journal of Supply Chain Management

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Title The Mediating Effects of Switching Costs on the Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: A Study in Retail Banking Industry in Vietnam
 
Creator Ngo, Vu Minh
Phan, Quyen Phu Thi
Nguyen, Ninh Van
Minh Vu, Hieu
 
Description This paper develops and empirically tests the mediating role of switching costs in service quality - loyalty and satisfaction-loyalty relationships. Especially, different types of switching costs are tested separately providing more insights into their roles. A research model about the interrelationships between service quality, customer satisfaction, switching costs and customer loyalty is developed. Based on this model, a survey is conducted with retail banking customers, with and 261valid respondents. The hypotheses are then proposed and tested using Structural equation modeling technique (SEM). The analysis reveals that: positive switching cost is a significant mediator for both service quality-loyalty and satisfaction-loyalty relationships, while negative switching cost only mediates the service quality-loyalty relationship. These findings suggest that building and managing switching costs are necessary following-up steps after customer satisfaction for achieving long-term customer loyalty.
 
Publisher International Journal of Supply Chain Management
 
Contributor The research for this paper was financially supported by the Internal Grand Agency of Faculty of Management and Economics, Tomas Bata University in Zlín, grant No. IGA/FAME/2016/020.
 
Date 2019-04-15
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://ojs.excelingtech.co.uk/index.php/IJSCM/article/view/2125
 
Source International Journal of Supply Chain Management; Vol 8, No 2 (2019): International Journal of Supply Chain Management (IJSCM); 389 - 393
2050-7399
2051-3771
 
Language eng
 
Relation http://ojs.excelingtech.co.uk/index.php/IJSCM/article/view/2125/pdf