A Study on Impact of Switching Cost on Customer Satisfaction for Internet Banking Services at Commercial Banks in Batticaloa

Sanjeepan, Navaretnarajah

doi:10.4172/2162-6359.1000402

Cited by 2 publications

(2 citation statements)

References 8 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Firstly, Burnham et al (2003) recommend the research on the relationship between switching costs and satisfaction to examine whether, or when, switching costs lead to customer dissatisfaction. Secondly, it clears the empirical evidence shown in the literature regarding the overall effects of perceived switching costs on Customer Satisfaction (Biedenbach et al, 2015;Chang & Chen, 2008;Sanjeepan, 2017). Thirdly, results confirm the direct positive impact of switching costs (Personal Relationship Loss Costs and Benefit Loss Costs) on Customer Satisfaction (Julander & Söderlund, 2003;Meng & Elliott, 2009).…”

Section: Theoretical Contributionsupporting

confidence: 67%

“…Biedenbach et al (2015) found the positive effect of switching costs on Customer Satisfaction in the B2B setting. Sanjeepan (2017) has confirmed a moderate positive interaction of switching costs and Customer Satisfaction for Internet banking services at commercial banks in Batticaloa, Sri Lanka, which is a developing country. Moliner (2009) found the effect of functional value consisted of monetary costs and non-monetary costs on consumer satisfaction in the public and private healthcare sector in Valencia (Spain).…”

Section: Literature Reviewmentioning

confidence: 72%

See 1 more Smart Citation

Switching costs, customer satisfaction, and their impact on marketing ethics of medical schemes in South Africa: An enlightened marketing perspective

Mofokeng

2020

Cogent Business & Management

View full text Add to dashboard Cite

The issue regarding the transition of members from their current medical schemes to the National Health Insurance (NHI) in South Africa has erupted in much debate. This study, modelled on enlightened marketing philosophy concepts, measures the effects of the perceived costs classified by type (procedural, financial, and relational) and direction (positive and negative) of this switch in terms of Customer Satisfaction. It also measures the impact on the perceived marketing ethics of current medical schemes in South Africa. Data were collected using a face-to-face survey from 250 consumers of medical schemes in South Africa. An 83.2% response rate was entered into SPSS Version 26, and AMOS Version 26 to test a two-step modelling approach (SEM). The results reveal positive significant effects of personal relational loss costs and benefit loss costs on Customer Satisfaction, which in turn, negatively affects Thabang Excellent Mofokeng ABOUT THE AUTHOR Thabang Excellent Mofokeng completed Baccalaureus Technologiae Degree in Marketing Management, and Master's Degree in Marketing Management, both from Vaal University of Technology, and his PhD in Marketing Management from North West University, South Africa. He completed the Post-graduate Diploma in Higher Education from the University of Johannesburg, South Africa. He has been working in academia for the last 10 years. Moreover, he has been teaching at Undergraduate and Graduate programs at the University of Johannesburg for the last 3 years. He has also been working as a BCom Marketing Program coordinator and as lecturer in Marketing

show abstract

Section: Theoretical Contributionsupporting

confidence: 67%

Section: Literature Reviewmentioning

confidence: 72%