CUSTOMER RETENTION MODEL FOR REMITTANCE SERVICE PROVIDERS IN THAILAND: A PATH ANALYSIS APPROACH

ABSTRACTDue to increased intensity of competition, retention of customers has become a major concern in many service industries. Although researchers have investigated customer switching intention and its influential factors, the complex structural mechanisms that reduce the likelihood of switching intention in the field of financial services, especially in the banking context, have remained understudied. This paper addresses the role of customer satisfaction, customer loyalty, customer trust, and customer perceived value within a new conceptual model for customer switching intention in the banking services. In particular, the paper contributes to examine the potential moderating effect of switching barriers on the relationship between customer loyalty and switching intention as well as the relationship between satisfaction and switching intention of customers in the banking services. Data are collected through a questionnaire survey, and partial least squares-structural equation modeling is used for data analysis. Empirical results confirm the proposed model and hypotheses and show that switching barriers strengthen the impact of both customer loyalty and satisfaction on switching intention. The findings of this research offer a unified view of the structural relationships that contribute to reduced switching intention and provide more in-depth insights into the role of switching barriers in the banking context.

Due to growing competition, customer retention has become a big problem in many service companies. Within a conceptual model for consumer switching intention, this article examines the influence of customer experience, customer satisfaction, and switching intention to green products, all of which are controlled by online information. Even though scholars have researched consumer switching intentions and the elements that influence them, the complex structural processes that minimize the chance of switching intentions in higher education institutions have remained unstudied. This paper addresses the role of customer experience and customer satisfaction to switching intentions moderated by online information. Data is collected through a questionnaire survey. This study employs purposive sampling to obtain respondents (n = 135), with the criteria, students at Universitas Negeri Semarang, a Conservatory University, who wish to switch to green products. Empirical findings support the proposed model and hypotheses, demonstrating that (1) customer satisfaction is negatively related to switching intention, and (2) The online information factor further strengthens the relationship between customer satisfaction and switching intention. The findings of this study provide a unified understanding of the structural relationships that contribute to increased green switching intention to the development of disconfirmation theories in the higher-education context. Implementing a green campus within Universitas Negeri Semarang, campus communities are encouraged to switch to environmentally friendly products to support green campus policies.

First off the present study sees differentiation performance as the key for any business seeking sustainable operations. What behind this belief is that nowadays in the industrial market featuring limited number of customers and large quantity per purchase, any loss of a single existing customer actually means a major impact in turnover and profitability for a business as supplier. A business as a supplier in industrial market soon finds that meeting customer needs in product quality and price requirement is barely filling the entry level competing elements to decrease customer defection ratio. In fact, a business as supplier finds it becomes harder and harder to maintain its competing force in market with product quality and price alone in view of the nature of readily copying of physical product and price and it is differentiation performance that makes difference by adding something else in addition to competing product quality and price, in today’s fiercely competitive markets. Hence, the study aims to develop a model of differentiation marketing strategy as major motivation of research, which will build a supplier’s unique competing strengths in the market with two elements not easily copied, namely service quality and relationship marketing, on the solid basis of customer satisfaction; furthermore, the study tries to draw up an “increased switch cost” marketing strategy which will interfere customers’ switching intention in order to attain the goals of seizing the market and maintaining the clientele and thus in turn promote the business’s steady profitability. The study takes the listed & OTC share PCB manufacturers in Taiwan as the main subject, conducts telephone interview questionnaire survey having interviewed 108 experts in PCB manufacturing field and obtained 97 valid returned questionnaires, and works out the path analysis on influence between service quality, relationship marketing, customer satisfaction, switching cost and switching intention, and also the cause and effect relations by using SPSS software. The results are as the follows: 1. The listed & OTC share PCB manufacturers in Taiwan, service quality and relationship marketing hardly influence switching intention directly, however they do when adapting customer satisfaction as mediating variable; 2. Promotion of service quality enhances customer satisfaction; 3. Promotion of relationship marketing enhances customer satisfaction; 4. Promotion of customer satisfaction debases switching intention; 5. The influence from customer satisfaction to switching intention is interfered with the switching cost, more precisely - higher switch cost indeed affects the switching intention of the listed & OTC share PCB manufacturers in Taiwan. Compared the existing studies on service quality, relationship marketing, customer satisfaction, switching cost and switching Intention mostly focus on consuming market, the present study puts focus on industrial market and as a matter of fact, the first study exploring how to lessen switching intention of PCB manufacturers. In addition to analyzing the influence path and cause-effect relations between research facets, the study also conducts differential analysis on each group with its own specific sample characteristics in service quality, relationship marketing, customer satisfaction, switching cost and switching Intention, through Independent sample t-test and one-way ANOVA. At last but not the least the study conducts practical significance data analysis in addition to statistic significance in order to add extra value of practical applications to the results of the study by offering PCB film suppliers useful data and helpful suggestions supporting them in drawing up their marketing strategies.

This study examines the relationship between hotel customer loyalty and service quality, customer value, customer trust, and customer satisfaction. It aims to validate a previously unidentified theoretical model in the Indonesian hospitality industry. This study employs a quantitative approach. First, a survey was distributed to 181 guests of four-star hotels in Jakarta. Information regarding service quality, customer value, customer trust, and customer satisfaction was gathered through surveys. Then, PLS-SEM was utilized to analyze the collected data and establish the proposed Structural Equation Model (SEM). The findings indicate that service quality positively influences customer value, trust, and satisfaction. This study found no correlation between customer trust and customer loyalty. However, there is a positive correlation between customer satisfaction and customer loyalty, as demonstrated by the test. Additionally, customer value was found to influence customer loyalty positively. As a result, the suggested model helps hotel owners create a program to improve their customer service in order to increase customer trust, satisfaction, value, and loyalty and so raise the profitability of the sector. By validating the suggested structural model and offering insight into consumer perceptions, this research benefits the hotel services industry. Hotel operators will be better able to incorporate service quality to increase customer trust, satisfaction, value, and loyalty.

This study examines the relationship between hotel customer loyalty and service quality, customer value, customer trust, and customer satisfaction. It aims to validate a previously unidentified theoretical model in the Indonesian hospitality industry. This study employs a quantitative approach. First, a survey was distributed to 181 guests of four-star hotels in Jakarta. Information regarding service quality, customer value, customer trust, and customer satisfaction was gathered through surveys. Then, PLS-SEM was utilized to analyze the collected data and establish the proposed Structural Equation Model (SEM). The findings indicate that service quality positively influences customer value, trust, and satisfaction. This study found no correlation between customer trust and customer loyalty. However, there is a positive correlation between customer satisfaction and customer loyalty, as demonstrated by the test. Additionally, customer value was found to influence customer loyalty positively. As a result, the suggested model helps hotel owners create a program to improve their customer service in order to increase customer trust, satisfaction, value, and loyalty and so raise the profitability of the sector. By validating the suggested structural model and offering insight into consumer perceptions, this research benefits the hotel services industry. Hotel operators will be better able to incorporate service quality to increase customer trust, satisfaction, value, and loyalty.

This type of research is associative research. This research takes the title: “This type of research is associative research. This research takes the title: "The Role of Customer Satisfaction on the Causality Relationship Between Service Quality and Switch Intention (Study on Fitra Majalengka hotel visitors)”.
 The purpose of this study was to determine the partial effect of core service quality and encounter on switching intentions with the mediating factor of customer satisfaction.
 The population in this study were all visitors to the Fitra Majalengka hotel. The sampling technique used is purposive sampling. The number of respondents in this study was 120. The data were analyzed using structural equation modeling (SEM) with AMOS 21 software.
 The results of this study indicate that 1) core service quality has no effect on switching intentions, 2) encounter service quality has no effect on switching intentions, 3) core service quality has a positive effect on customer satisfaction, 4) encounter service quality has a positive effect on customer satisfaction, 5 ) customer satisfaction has a negative effect on switching intentions, 6) customer satisfaction mediates the negative effect of core service quality on switching intentions, 7) customer satisfaction mediates the negative effect of encounter service quality on switching intentions. An important finding from this study is that it can confirm the concept of EDT in which customer satisfaction becomes a mediating variable between the relationship between core service quality and encounter with switching intentions.

Purpose — This study examines and analyses the influence of product quality, need for variety, customer satisfaction, and switching costs on customer switching intention in the men's skincare industry. Design/methodology/approach—Descriptive associative research was utilized to test the hypotheses. Data were collected via an online survey, where samples were chosen using a purposive technique involving male skin care and grooming product customers in various major cities in Indonesia. A valid 418 responses were analyzed using PLS-SEM. Findings — This study validated the significant effect of the need for variety, product quality, and customer satisfaction on customers switching intention. However, switching costs failed to moderate the relationship between customer satisfaction and switching intention. Practical implications—Producers of men’s skincare products must satisfy their target customers by offering more product variety, ensuring their products meet customers’ requirements, and maintaining their product quality. They must also keep innovating to produce new products, as customers tend to switch to other brands offering a new variety of products. Originality/value — It is one of a few studies focusing on the purchasing behaviour of men, particularly in emerging economies, despite the growing concerns of men about their appearance. Paper type — Research Paper

This study aims to see the effect of service quality from 3 PKU Muhammadiyah Hospital in Jogja, Sleman and Bantul on customer satisfaction and customer switching intention which is moderated by the company's image. This study uses Moderated Regression Analysis (MRA), with a total sample of 111 customers/patients at the Muhammadiyah Yogyakarta Hospital. The data was collected online and offline by purposive sampling technique. This study proves that service quality is the main predictor in increasing customer satisfaction of PKU Muhammadiyah Yogyakarta hospital. However, the test results explain that the company's image is not able to moderate the influence of service quality on the customer satisfaction and switching intention. The results of this study also provide theoretical and practical contributions related to theoretical, methodological and practical issues.

Purpose This study aims to link service quality and switching costs to customer switching intention by involving corporate image, customer trust and customer loyalty as a liaison. Design/methodology/approach Respondents in this study were customers of Bank Muamalat Indonesia, which is one of the most prominent Islamic banks and is a pioneer of Islamic banking in Indonesia. Data were collected through questionnaires distributed online and offline which resulted in 267 responses and the final sample in this study was 213 customers, then analyzed using Partial Least Square (PLS). Findings The results of this study prove that corporate image and customers trust are able to mediate the effect of service quality and switching costs on customer switching intention, while customer loyalty is not able to mediate these effects. Practical implications This study enhances our understanding of how service quality and switching cost contribute to improving customer loyalty and reduce switching intention in Islamic banks. Managers need to pay attention to the service quality and switching costs of Islamic banks to be able to increase the corporate image and customer trust so as to reduce customer switching intention. Originality/value This paper answers the causes of customer switching behavior in Islamic banks. This study contributes in supporting the investigation of the antecedents of customer switching behavior with several mediating variables in it. This study also contributes to the measurement of service quality at Islamic banks that use compliance, because the quality of service at Islamic banks is different from conventional banks which do not require compliance with sharia principles.

The aim of this study was to investigate the relationships between service quality, food quality, customer satisfaction and customer retention in limited service restaurants in Jordan. A questionnaire-based survey was distributed to 400 students served at 10 limited service restaurants in the neighbourhood of universities in Amman, the capital city of Jordan. Service quality was measured in terms of SERVQUAL attributes. The key dimensions of food quality, customer satisfaction and customer retention were identified through literature. The data collected (283 valid questionnaires) were analysed using SPSS 20.0. The findings showed that service quality and food quality have a positive influence on customer satisfaction. In addition, service quality dimensions besides customer satisfaction have a positive influence on customer retention. Finally, the results confirmed that customer satisfaction mediates the relationship between service quality and customer retention. The small size of the sample is the main limitation of this study. The practical implications of this study are founded on the fact that limited service restaurants in the neighbourhood of universities should realize the critical role of service and food quality in satisfying their customers as an antecedent of their retention. This study is original as it examines the relationships between service and food quality and customer satisfaction and retention in a specific type of restaurants in Jordan.

This research aims to analyze service quality and price on customer experience and switching intention in hotel services in Bali. The study is an explanatory research about the influence of two independent variables service quality and price to the intervening variable customer experience, and its affect to switching intention as a dependent variable. Population and sampling using purposive sampling technique on 204 hotel customers in Bali. The primary data was taken from the questionnaire distribution and processed using the path analysis method. The results showed that the variables of service quality and price affect the customer experience of hotel service customers in Bali; service quality and customer experience variables affect switching intention in a negative direction, but the price variable can not influence the switching intention of hotel service users in Bali.

Background – The merger that was done by BUMN Islamic Banks in Indonesia to form Bank Syariah Indonesia (BSI) has forced the customers to switch to the new system. This switch may create resistance. As this phenomenon is still new, therefore, there are still very limited studies that investigate it.
 Aim – This study is aimed to investigate factors that influence customer switching intention to Bank Syariah Indonesia (BSI).
 Design / Methodology / Approach – This study collected 106 respondents and the data is analyzed using PLS-SEM. The purposive sampling technique is chosen by creating criteria for the sample, such as ex-Bank Syariah Mandiri, BRI Syariah, and BNI Syariah customers who are forcedly switched to Bank Syariah Indonesia (BSI).
 Findings – This study shows that trust has a significant effect on satisfaction, but it does not influence switching intention. Satisfaction is significantly influenced by service quality, but it has a negative effect on switching intention. Interestingly, service quality also does not influence switching intention.
 Conclusion - This study concludes that customer switching intentions are significantly influenced by customer satisfaction, but not by trust and service quality.
 Research Implication – The findings of this study are expected to be used by Bank Syariah Indonesia (BSI) managers in designing a customer loyalty program. So that, the customers who are forcedly switched can stay. 
 Limitations – Most of the respondents in this study are from Java Island. This unbalanced proportion might affect the validity of the findings.

Purpose - The main purpose of this research is to find service quality factors that affect customer satisfaction and customer trust in Chinese online shopping malls, and whether customer satisfaction and customer trust have an impact on repurchase intentions and word-of-mouth intention. Design/Methodology/Approach - By analyzing the service quality, customer satisfaction, customer trust, repurchase intentions and word-of-mouth intention of online shopping malls, its measurement model can be determined. On this basis, we put forward research recommendations and established an empirical research model. Findings - The results of this study are as follows. First, product price, product quality, product diversification, logistics, product after-sales service, shopping mall-availability, and shopping mall interaction of online shopping malls have a positive direct impact on customer trust and customer satisfaction. Secondly, customer satisfaction has a positive and direct impact on customer trust. Finally, on the basis of the research results, this paper puts forward some suggestions for how to improve the service quality of online shopping malls. Research Implications - In order to survive in the fiercely competitive online shopping malls, it is very important to strengthen customer satisfaction and customer loyalty by improving service quality. Therefore, this study extracted eight service quality factors that affect Chinese consumer’ use of e-commerce shopping malls, product price, convenient shopping mall, product quality, product diversification, logistics, product after-sales service, shopping mall availability, and shopping mall interaction, and learned how service quality factors affect customer satisfaction and trust, thereby improving customer satisfaction from the perspective of shopping mall operators. For this reason, policy implications for the need to improve service quality factors are put forward.

Introduction: This study investigates the relationship and impact of service quality on customer satisfaction at Yamaha Motor. Using correlation analysis, the study identifies a strong positive relationship between service quality and customer satisfaction, indicated by a Pearson correlation value of 0.778. A simple linear regression analysis further demonstrates that service quality significantly influences customer satisfaction, with a t-calculated value of 10.930, surpassing the t-table value of 1.664. These findings highlight the crucial role of service quality in shaping customer experiences and satisfaction levels. The results align with previous studies, which consistently establish a positive and significant relationship between service quality and customer satisfaction. This study emphasizes that delivering high-quality service is a key strategy for enhancing customer satisfaction and maintaining competitive advantage in the motorbike service industry. It provides valuable insights for businesses aiming to improve service quality to meet customer expectations and foster long-term customer loyalty. Future research is encouraged to explore additional factors that may moderate or mediate this relationship, such as customer trust, loyalty, or service innovation. Objective: This study explores the impact of service quality on customer satisfaction, emphasizing its importance for business sustainability in competitive markets. Customer satisfaction is crucial as it directly influences loyalty, profitability, and company growth. Service quality, defined as meeting or exceeding customer expectations, plays a key role in shaping satisfaction. Customers evaluate service quality based on their experiences and expectations, with high-quality service fostering loyalty and satisfaction. For Yamaha Motor, slow response to complaints and inconsistent service quality have affected customer satisfaction. This study highlights the correlation between service quality and satisfaction, underlining the need for businesses to deliver superior services to remain competitive. Theoretical Framework: This framework highlights key theories and models that underpin the research, providing a solid basis for understanding customer satisfaction and service quality. According to Kotler (2014), satisfaction arises from comparing perceived performance to expectations, influencing repeat purchases and loyalty. Lovelock and Wirtz (2015) emphasize satisfaction as an evaluation of service quality, value, and customer experience. Tjiptono (2012) outlines satisfaction as the difference between expectations and performance. Service quality, defined by Zeithaml and Parasuraman (2011), involves consistently exceeding customer expectations. Factors like communication, past experiences, and marketing influence perceptions. This study examines the relationship between expectations, service delivery, and satisfaction in driving customer loyalty. Method: The population is the generalization area consisting of objects/subjects that have certain qualities and characteristics determined by the researcher to be studied and then drawn into conclusions. The population and sample in this study consist of 80 customers of Yamaha Motor dealership in Bekasi.. Results and Discussion: The t-test was conducted by comparing the calculated t-value with the table t-value at a significance level of 0.05. The results of the significance test for the correlation coefficient showed a calculated t-value of 10.930, while the table t-value was 1.664. Since the calculated t-value is greater than the table t-value, Ho is rejected, and Ha is accepted, meaning that service quality has an effect on customer satisfaction. Research Implications: Service quality and customer satisfaction indicate that consumers have become more discerning in choosing and utilizing goods, services, or products, ensuring they gain the utility and benefits they seek. In some cases, they are even willing to spend more to obtain high-quality products. Therefore, service quality plays a significant role for customers in determining the products they want to purchase. For companies, it can help increase sales volume and maximize financial revenue. Originality/Value: After conducting this research, service quality has proven to be crucial as it directly impacts the company's image. Good service quality will be a significant advantage for Dealer Yamaha Motor Bekasi. If a company has already gained a positive reputation in the eyes of consumers, those consumers are likely to provide positive feedback and may even become loyal customers or repeat buyers. Therefore, it is essential to consider customer satisfaction in relation to the quality of service provided. Types of services that can be offered include convenience, speed, competence, and friendliness, demonstrated through attitudes and direct actions toward consumers.

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