Consumer Switching Intentions Research Articles

Switching intentions in Telecom industry: a case of University students in Bahawalpur

Consumers are the valuable assets of the organization as they are the ultimate destination of any product or services since they are the ultimate users of the any product or services thus the success of any organization depends upon the satisfaction of the customers, if not they will switch to other brands. The present paper attempt to study the consumer switching intentions in the telecommunication industry. The research aimed to find the reasons behind the customer switching behavior in cellular services sector of Pakistan. To conduct the research, we surveyed 170 respondents across the different departments in the ISLAMIA UNIVERSITY BAHAWALPUR. The survey was based on the self administered questionnaire. Respondents were selected on the random basis. After examining the collected results, we inferred that the customer switching intentions mainly dependent on the price, core service failure and then the customer satisfaction. This research also confirms the negative effect of trust on switching .intentions .Trust can increase the loyalty of customer which decreases the intentions of consumers to switch. Using regression it is concluded that proposed variables have a significant relationship with the switching. Companies should focus on these factors to retain their customers and make them loyal enough that they could have a long retention period with the company.

The role of price satisfaction in managing customer relationships: the case of financial services

PurposeThe financial services market is constantly changing in terms of both competition and consumer behaviour. Customer switching is increasing, while bank marketers attempt to maintain a loyal customer base, in order for the banks to survive and be profitable. The aim of this research was to provide deeper insight into the direct effect of price satisfaction as expressed by its various dimensions on bank customer switching behaviour.Design/methodology/approachThe research involved a review of the literature on factors affecting customer switching behaviour, with a particular emphasis on the role of price. In order to obtain the necessary data, a survey was designed and conducted in the greater Athens area. The questionnaire was administered to 306 bank customers by means of personal interviews.FindingsThe data analysis suggests that bank customer “intentions to switch banks” are affected by the level of their “price satisfaction”. “Price satisfaction” in turn is affected positively by “transparency”, “price quality ratio”, “relative price”, “reliability” and “price fairness”. In addition, “information search” exerts a positive impact on “price satisfaction”.Originality/valueThis study extends previous academic research, by analysing “price satisfaction” in depth, through its various dimensions and by examining the relationships between these variables and consumer switching intention. In addition, statistical evidence of these relationships and their synergies is provided.

Variables That Take Role on the Consumer Switching Intention toward Minimarket (Study on Indomaret and Alfamart at Kabupaten Jember)

This research aims to analyze (a) the role of cost and time on the switching barrier, (b) the the influence switching barrier on the switching intention, and (c) the role of variety seeking behavior on switching intention in the minimarket (i.e. Indomaret and Alfamart) at Kabupaten Jember, Indonesia. The respondents which were the customers who have experienced making shopping transaction at both minimarkets were determined by using purposive sampling method. The research sample is 200 customers of Indomaret and Alfamart. The analysis method used in this research is Partial Least Square (PLS) program. The result demonstrates that cost variable affects switching barrier; besides, time influences switching barrier as well. Yet, variety seeking brings positive but not significant role on switching intention. It implies that there is no direct influence of variety seeking on switching intention; in other words, variety seeking value does not alter the level of switching intention.

Analysing firms' failures as determinants of consumer switching intentions

PurposeThe objective of this work is to provide evidence of customer switching intentions as a complex phenomenon involving a series of firm actions – service quality failures, unfair price, low perceived commitment and anger incidents – and factors relating to the purchase situation or the consumer that also play an important role as moderators in the dissolution process.Design/methodology/approachAn empirical study has been carried out in the case of customers of car‐insurance firms.FindingsResults demonstrate the existence of some factors that have a weak influence on the switching intention – service quality and company commitment – and other factors that have a strong influence and precipitate the consumers' decisions – price changes and critical incidents. This study also underlines the moderator role of knowledge about alternatives and switching costs in this process.Practical implicationsThis findings show that a continuing dissatisfaction with the firm as a consequence of a quality that is poorer than expected does not influence individuals as much as a change in the price policy or a one‐off incident in which consumers experience a strong unease.Originality/valueThis work provides empirical evidence about the existence of various determinants of switching: variables that weaken the relationship and variables that precipitate dissolution. These categories had already been discussed theoretically in previous work, but their effect had not been tested. Moreover, it advances in the idea that switching intention may fundamentally be conditioned by consumers' level of involvement and their knowledge about other alternatives.