Do Customers Pay Attention to Motivations and Switching Costs When They Terminate Their Relationships?

Ha, Hong‐Youl

doi:10.3389/fpsyg.2020.00798

Cited by 2 publications

(2 citation statements)

References 73 publications

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“…The aspects of the perceived quality, including the tangible objects, reliability, responsiveness, and empathy, had a positive effect on the potential PL [21]. In addition, switching costs are associated with high switching costs related to their customers' loyalty [22]. The perceived quality directly influences customers' loyalty, or plays a mediating role indirectly via satisfaction [9].…”

Section: The Research Hypothesesmentioning

confidence: 95%

Total Quality Management and Customer Loyalty: A Survey of the Quality Management

Nguyen¹

2021

AJMSE

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Objective: Total quality management (TQM) is a useful tool for improving the perceived service quality to increase the customers' satisfaction (CS) and to maintain their loyalty. The purpose of this study examines TQM in relation to CS and loyalty. Method: A self-administered questionnaire was administered to the inpatients who were treated at the National Cancer Hospital, in Vietnam, in April 2018. A total of 516 documents used the analyzed procedure. The dataset was analyzed via the SPSS software 25.0, and the Amos 25.0. A confirmatory factor analysis was performed to test the structural equation modeling of the proposed hypotheses. Results: TQM directly influences CS and has a positive influence on loyalty. Our findings revealed that TQM is the key factor that directly influences CS and loyalty; CS performs a mediating role in the relationship between TQM and loyalty. Implications: The findings have implications for managers and policymakers that TQM factors include Process, Interaction, and Environment quality should be considered in planning with an aim to increase CS and to maintain their loyalty. Therefore, it increases profits for providers that contribute to sustainable survival in a competitive environment. Besides, satisfaction is a mediator factor of TQM and loyalty, so the service organization should consider customers' satisfaction to maintain loyalty.

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Section: The Research Hypothesesmentioning

confidence: 95%

Total Quality Management and Customer Loyalty: A Survey of the Quality Management

Nguyen¹

2021

AJMSE

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“…To fill this research gap, this study investigated the moderating effects of switching costs in multiple dimensions for verifying if these costs moderate the relationships of brand image and FCPCO with product evaluation and repurchase intention. The findings of this study are expected to help suppliers in South Korea gain a further understanding of the relationship-building process with their Chinese customers ( Huifeng and Ha, 2020 ) and increase their profits through the control of switching costs.…”

Section: Introductionmentioning

confidence: 94%

The Influence of Brand Image and Favorability Toward Citizens in a Product’s Country of Origin on Product Evaluation: Moderating Effects of Switching Costs

Shen

Ahmad

2022

Front. Psychol.

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This study aimed to provide practical implications for South Korean corporations seeking to enter the Chinese market. It explored the influences of brand image and favorability toward citizens in a product’s country of origin (FCPCO) on consumers’ product evaluation and repurchase intention, in addition to examining the moderating effects of procedural switching costs (economic risk costs, evaluation costs, learning costs, and set-up costs), financial switching costs (benefit loss costs and monetary loss costs), and relational switching costs (personal relationship loss costs and brand relationship loss costs) on the aforementioned influences. Although previous studies have established the relationships between some of the aforementioned variables, further research is required to determine the moderating effects of switching costs in various dimensions. Studies on the relationships of a product’s country of origin with product evaluation and repurchase intention have rarely explored FCPCO. Through a questionnaire survey, this study obtained effective data from 302 respondents. Constituted of an exploratory research design, this study adopted PLS-SEM method for empirical analysis. IPMA analysis results indicated that brand image had a stronger influence on product evaluation than FCPCO did and that FCPCO had a stronger influence on repurchase intention than brand image did. Overall, the performance of FCPCO was higher than that of brand image. Moreover, economic risk costs and brand relationship loss costs positively moderated the relationship between brand image and product evaluation; monetary loss costs and brand relationship loss costs negatively moderated the relationship between FCPCO and product evaluation. These study results could help corporations gain competitive edge.

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Do Customers Pay Attention to Motivations and Switching Costs When They Terminate Their Relationships?

Cited by 2 publications

References 73 publications

Total Quality Management and Customer Loyalty: A Survey of the Quality Management

Total Quality Management and Customer Loyalty: A Survey of the Quality Management

The Influence of Brand Image and Favorability Toward Citizens in a Product’s Country of Origin on Product Evaluation: Moderating Effects of Switching Costs

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