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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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dc.title Moderating and mediating effects of switching costs on the relationship between service value, customer satisfaction and customer loyalty: Investigation of retail banking in Vietnam en
dc.contributor.author Ngo, Vu Minh
dc.contributor.author Pavelková, Drahomíra
dc.relation.ispartof Journal of International Studies
dc.identifier.issn 2071-8330 OCLC, Ulrich, Sherpa/RoMEO, JCR
dc.date.issued 2017
utb.relation.volume 10
utb.relation.issue 1
dc.citation.spage 9
dc.citation.epage 33
dc.type article
dc.language.iso en
dc.publisher Centre of Sociological Research
dc.identifier.doi 10.14254/2071-8330.2017/10-1/1
dc.subject Customer loyalty en
dc.subject Customer satisfaction en
dc.subject Negative switching costs en
dc.subject Positive switching costs en
dc.subject Service quality en
dc.subject Service value en
dc.subject Structural equation modeling en
dc.description.abstract 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 constructs are collected from 261 retail banking customers, and analysed using structural equation modelling and moderated path analysis. It is found that positive switching costs increase customer loyalty by partly transforming the effect of service value and customer satisfaction into customer loyalty. While negative switching cost only mediates the service value-loyalty relationship. Moreover, only negative switching cost has significant moderating effect on the satisfaction-loyalty relationships. Finally, the analysis reveals that negative switching cost might also weaken good impacts from positive switching cost on satisfaction-loyalty relationships. © Foundation of International Studies, 2017. and CSR, 2017. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1007431
utb.identifier.obdid 43876545
utb.identifier.scopus 2-s2.0-85019587884
utb.source j-scopus
dc.date.accessioned 2017-09-08T12:14:55Z
dc.date.available 2017-09-08T12:14:55Z
utb.contributor.internalauthor Ngo, Vu Minh
utb.contributor.internalauthor Pavelková, Drahomíra
utb.scopus.affiliation Tomas Bata University in Zlín, Czech Republic
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