The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France

2001 ◽  
Vol 15 (1) ◽  
pp. 35-48 ◽  
Author(s):  
Jonathan Lee ◽  
Janghyuk Lee ◽  
Lawrence Feick
Keyword(s):  
Customer Satisfaction ◽  
Mobile Phone ◽  
Switching Costs ◽  
Phone Service ◽  
The Impact

Satisfaction, trust and loyalty: investigating the mediating effects of commitment, switching costs and corporate image

2018 ◽  
Vol 12 (4) ◽  
pp. 361-380 ◽  
Author(s):  
Harsandaldeep Kaur ◽  
Harmeen Soch
Keyword(s):  
Mobile Phone ◽  
Switching Costs ◽  
Service Providers ◽  
Corporate Image ◽  
Equation Modeling ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
Calculative Commitment ◽  
Indian Consumers ◽  
The Impact

PurposeThe purpose of this study is to develop an understanding of the factors influencing Indian consumers’ loyalty toward mobile phone service providers by exploring the mediating roles of commitment, corporate image and switching costs on causal relationships between customer satisfaction, trust and loyalty.Design/methodology/approachA survey of 855 Indian mobile phone users was carried out to test the hypothesized relationships using structural equation modeling. The results support most of the proposed hypotheses.FindingsThe direct linkages in the model are found to be statistically significant. Of these relationships, corporate image emerged as the strongest determinant of attitudinal loyalty. Calculative commitment and corporate image are found to be partial mediators between satisfaction and attitudinal loyalty. Calculative commitment and switching costs are each proven to be partial mediators between trust and attitudinal loyalty, while corporate image is proved to be a complete mediator.Research limitations/implicationsThe study is limited to examining the impact of relationship variables on Indian consumers’ loyalty toward mobile phone companies. Future research can examine the impact of variables such as rate plans, value-added services, billing experience and voice quality on customer loyalty.Practical implicationsThe results have implications for retaining customers in highly competitive and maturing Indian mobile telecommunications. The research provides some initial insights into corporate brand building as an important area for mobile phone companies.Originality/valueThis is one of the first studies to test the mediating role of commitment, switching costs and corporate image in the relationship between satisfaction, trust and loyalty in the Indian context.

scholarly journals Investigating the Effects of Consumer Innovativeness, Service Quality and Service Switching Costs on Service Loyalty in the Mobile Phone Service Context

2016 ◽  
Vol 18 (1) ◽  
pp. 21 ◽  
Author(s):  
Farzana Quoquab ◽  
Nor Liza Abdullah ◽  
Jihad Mohammad
Keyword(s):  
Service Quality ◽  
Mobile Phone ◽  
Structural Equation ◽  
Switching Costs ◽  
Loyalty Programs ◽  
Service Satisfaction ◽  
Cross Sectional Survey ◽  
Consumer Innovativeness ◽  
Service Loyalty ◽  
Phone Service

The objective of this study is to examine the effects of consumer innovativeness, service quality, service switching costs and service satisfaction on service loyalty among mobile phone service users. A cross sectional survey was employed which yielded 535 responses. Structural equation modelling using the AMOS version 2.0 was utilized to test study the hypotheses. Test results reveal that service satisfaction, service switching costs and service quality are the three antecedents that directly influence service loyalty. However, consumer innovativeness does not have any direct effect on service loyalty. Moreover, service satisfaction is found to be a partial mediator between ‘service quality’ and ‘service loyalty’. Findings from this study will develop insights to enable policy-makers, managers and marketers to better strategize and effectively implement loyalty programs and prevent their customers from switching. This will enhance value creation for both their users and for the industry.

scholarly journals Antecedents Of Customer Loyalty In The Retailing Sector: The Impact Of Switching Costs

2015 ◽  
Vol 31 (2) ◽  
pp. 371 ◽  
Author(s):  
Valentina Stan
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Framework ◽  
Customer Loyalty ◽  
Switching Costs ◽  
Perceived Value ◽  
Moderating Effect ◽  
Store Image ◽  
Strong Impact ◽  
The Impact ◽  
The Relationship

<p class="default">The objective of this work is to propose and test a conceptual framework that considers customer satisfaction, store image, perceived value and switching costs as antecedents of customer loyalty. In addition, we examine the moderating effect of switching costs in the relationship between loyalty and its antecedents. While customer satisfaction, store image and perceived value are important determinants of loyalty, switching costs have the same strong impact on customer loyalty as satisfaction. The findings prove that switching costs have a moderating effect on the relationship between store image and loyalty, as well as between perceived value and loyalty.</p>

Integrating Smartphone Talking Applications, Trust, Switching Cost and Customer Switching Behaviour in the Mobile Phone Market

2019 ◽  
pp. 285-303
Author(s):  
Ali Abdelkader
Keyword(s):  
Mobile Phone ◽  
Switching Cost ◽  
Phone Call ◽  
Service Users ◽  
Communication Services ◽  
Phone Calls ◽  
Switching Behaviour ◽  
Customer Switching ◽  
Phone Service ◽  
The Impact

In recent years, free talking applications via smartphones and tablets have emerged. These applications are considered as a substitute service for phone calls. This study investigates the effect of providing smartphone talking applications (as a substitute service) upon the switching behaviour of mobile phone service users, from phone call to free talking applications call, in Egypt. Additionally, it investigates the impact of trust and switching cost on the strength and trend of this relationship, in order to develop a conceptual model in the mobile phone market in Egypt. Three hypotheses were tested and developed by using a sample of 353 Egyptian mobile phone users. Results found that providing smartphone talking applications (as a substitute service) has a significant impact upon the switching behaviour of mobile phone service users in all communication services, except urgent calls. The strength of this relationship is increased when the trust and the switching cost (as intervening or mediating variables) are available. Recommendations are made to help mobile phone companies in Egypt prevent customers from switching to competitors.

scholarly journals THE IMPACT OF SERVICE QUALITY ON BANKING CUSTOMER LOYALTY: THE ROLE OF SATISFACTION AND SWITCHING COSTS AS MEDIATOR

2019 ◽  
Vol 7 (1) ◽  
pp. 1-8
Author(s):  
Sefnedi Sefnedi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Switching Costs ◽  
Research Population ◽  
Research Findings ◽  
The Impact ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The notion of customer loyalty as an efective marketing strategy in fecing keen competition has been identified. The purpose of this study is to examine the role of customer satisfaction and switching costs as mediator on the relationship between service quality and customer loyalty. The research population is all banking deposit customers of Nagari Bank Main Branch Padang while the numbers of usable samples were 117 respondents. In order to test hypotheses, this study performs SmartPLS 3.2.8. The results of analysis displayed that the strongest effect of service was found on switching costs compared to customer satisfaction and loyalty. In addition, customer satifcation and switching costs were proven as determinants of customer loyalty, and they also were found as mediator on the relationship between service quality and customer loyalty.The research findings provided some practical contributions that in order to enhancing customer loyalty future, it was suggested to increase customer satisfaction as well switching costs through creating the best service quality. Keywords: Service quality, Customer satisfaction, Switcing costs, and Customer loyalty

Sign in / Sign up

Export Citation Format

Share Document