Switching Barriers Research Articles

Loyalitas Nasabah pada Bank Papua Cabang Yogyakarta

This study aims to analyze the factors that affect customer loyalty to customers of Bank Papua Branch Yogyakarta. Customer loyalty in this research is influenced by trust, switching barriers and bank image. Respondents in this study are all students who have savings in Bank Papua branch of Yogyakarta and domiciled in Yogyakarta. This research is a survey research by using questionnaires. The analytical tool used for hypothesis testing is SEM-PLS. The results of data analysis show that trust has a significant positive effect on switching barriers and image. Trust has no significant effect on loyalty. Switching barriers affect loyalty. The image is not proven to have a significant effect on loyalty.

Determinants of consumer retention strategies for telecom service industry in Central India

The telecommunication industry has witnessed a tremendous growth in recent times in India. It has not only been limited to voice calls, but also integrated into every aspect of human life. This has resulted in the rapid rise of market players, offering innovative products and services. In this changing scenario, we have tried to design and check a model of various factors such as loyalty, satisfaction and switching barriers (customer relationship management, alternative attractiveness and switching cost) influencing consumer retention strategies in Indian telecom service industry. A structured and undisguised questionnaire and a convenient sampling method have been used to collect the data from respondents from three most populous cities (Indore, Bhopal, and Ujjain) of Central India. Around 450 questionnaires were distributed, out of which 318 usable responses were received for final analysis. The instrument was checked for validity and reliability before the data was analyzed. The hypotheses were tested through Structure Equation Modelling (SEM) for direct effect, and Multiple Moderating Regression Analysis (MMRA) for moderating effect. The results suggested that loyalty, satisfaction, switching barriers and customer relationship management are positively related and have a direct influence on consumer retention, but the relationship with alternative attractiveness has been found weak. Switching cost, as moderating variable, was found to be very effective and showed significant deviation in the relationship between independent and dependent variables.

The role of multidimensional switching barriers on the cognitive and affective satisfaction-loyalty link in mobile communication services: Coupling in moderating effects

Although the roles of switching costs and alternative attractiveness as switching barriers in the relationship between customer satisfaction and loyalty have been documented, the empirical results lack a clear consensus. In addition, despite identifying multi-dimensional attributes, most studies have approached customer satisfaction and switching costs as a single construct. To address these gaps, this study first breaks down customer satisfaction into cognitive and affective satisfaction, and switching costs into financial, procedural, and relational switching costs. It then empirically analyzes the causal and moderating relationship among these constructs, using data collected from 846 mobile service users in South Korea. The findings demonstrate that both cognitive and affective satisfaction are strong determinants of customer loyalty. However, the role of switching barriers varies depending on the type of customer satisfaction; in particular, the negative interactions between financial switching costs and cognitive satisfaction, and relational switching costs and affective satisfaction on customer loyalty are found. The empirical evidence on these couplings in moderation from each rational and emotional aspect, to the best of our knowledge, is initially identified. Procedural switching costs and alternative attractiveness do not play roles as moderators in either satisfaction. This study provides a discussion on the implications of these findings.

Reducing Coercive-Field Scaling in Ferroelectric Thin Films via Orientation Control.

The desire for low-power/voltage operation of devices is driving renewed interest in understanding scaling effects in ferroelectric thin films. As the dimensions of ferroelectrics are reduced, the properties can vary dramatically, including the robust scaling relationship between coercive field ( Ec) and thickness ( d), also referred to as the Janovec-Kay-Dunn (JKD) law, wherein Ec ∝ d-2/3. Here, we report that whereas (001)-oriented heterostructures follow JKD scaling across the thicknesses range of 20-330 nm, (111)-oriented heterostructures of the canonical tetragonal ferroelectric PbZr0.2Ti0.8O3 exhibit a deviation from JKD scaling wherein a smaller scaling exponent for the evolution of Ec is observed in films of thickness ≲ 165 nm. X-ray diffraction reveals that whereas (001)-oriented heterostructures remain tetragonal for all thicknesses, (111)-oriented heterostructures exhibit a transition from tetragonal-to-monoclinic symmetry in films of thickness ≲ 165 nm as a result of the compressive strain. First-principles calculations suggest that this symmetry change contributes to the deviation from the expected scaling, as the monoclinic phase has a lower energy barrier for switching. This structural evolution also gives rise to changes in the c/ a lattice parameter ratio, wherein this ratio increases and decreases in (001)- and (111)-oriented heterostructures, respectively, as the films are made thinner. In (111)-oriented heterostructures, this reduced tetragonality drives a reduction of the remanent polarization and, therefore, a reduction of the domain-wall energy and overall energy barrier to switching, which further exacerbates the deviation from the expected scaling. Overall, this work demonstrates a route toward reducing coercive fields in ferroelectric thin films and provides a possible mechanism to understand the deviation from JKD scaling.

Factors Affecting Customer Retention in Commercial Banks In Tanzania; A Case Of Azania Bank Arusha

Customer retention is an important element of any banking strategy in today’s increasingly competitive environment. Due to its importance, this study examined factors that affecting customer retention in commercial banks a case of Azania bank, Arusha. The study adopted a case study research design, where data was collected from 132 customers using questionnaires and conducted interviews with employees. The collected data were analyzed using descriptive and inferential statistics mainly frequencies, percentages and mean. One sample t-test, independent t-test, ANOVA, correlation and regression techniques were used to examine the relationships between customer satisfaction, service quality, customer trust, customer commitment, switching barrier factors and customer retention. Correlation results show a positive relationship between service delivery and customer retention, as is the case with customer relationships and customer retention. Therefore, the majority the respondents were ready to continue being a customer at Azania Bank due to the way services are delivered and customer relationships. In addition, regression analysis show that customers treated with respect by bank staff, latest electronic products, and access to banking services anywhere in the country, staff responding promptly to inquiries and valuing customer feedback are significantly influencing customer retention. Therefore, the study concludes that service quality, service delivery, customer relationships and customer satisfaction are positively related to customer retention.

Advertising message and negative switching barrier: effects on repurchase intention and word-of-mouth

Purpose- This study researched into the impact of supply chain integration and firm performance of food retailers in Turkey. The main purpose of this study was to identify the impact of internal and external supply chain integration on firms’ business and operational performance in the food retail sector in Turkey. Methodology- Two big cities in Turkey, namely, Istanbul and Eskisehir were selected for this study due to the availability of major food retailers in these cities. Stratified sampling method was used to select respondents. In total, 216 firms were selected out of which only 208 firms responded to the questionnaire distributed. Structural Equation Model specifically Amos was used to analyse the data. Findings- The study found a positive and significant relationship between internal and external integration, and the study also found a significant and a positive relationship between internal integration and firms’ operational and business performance. On the other hand, the study also found a significant and a positive relationship between external integration and firms’ operational and business performance. Conclusion- Consequently, retailers in Turkey were admonished to practice and uphold supply chain collaboration with their suppliers and customers.

An integrative framework for customer switching behavior

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.

Quantitative Modeling of Customer Retention in Context of Indian Retail Market

The short term strategies like low cost items and frequent sale put heavy burden on retailers’ operating costs resulting in shrinkage of their profits. Thus, Customer retention and Customer lifetime value has become an issue of prime concern in Indian retail market. The purpose of the study is to identify the underlying factors responsible for Customer retention, propose and test a quantitative model of the same for Indian retail market. In order to find variables of Customer retention, the study commences with review of extant literature and appreciative inquiry. It assumed a linear relationship between Customer retention and Customer satisfaction, Customer trust and switching barriers. The underlying factors were derived employing factor analysis. A theoretical framework was devised with pragmatic approach and tested using statistical techniques. The study findings confirm that Customer satisfaction, Customer trust and switching barriers are positively related to the overall Customer retention in retail market. Wherein, Customer satisfaction has a positive effect on Customer trust but unlike traditional belief Customer trust has emerged as more prominent factor than Customer satisfaction. The study reveals prominent role of Customer trust this paradigm shift is helpful for Indian retail sector to devise improved strategies for Customer retention. Though the study findings are in-sync with the findings of prominent studies but the same needs to be further validated for another socio-demographic setup in India. The study ventures into new domain, it tests whether traditional approaches are relevant for Indian retail segment in today.

Inertia Stages and Tourists' Behavior

This article integrates the concept of inertia into a tourism context to understand how repeat visitors act and make revisit decisions. Moderating effect of zone of tolerance (ZOT), switching barriers (SWI) and external opportunity (OPP) on the sequential development of inertial behavior was analyzed through 518 tourists. Findings confirm that cognitive inertia (COGI) and affective inertia (AFFI) are significantly and positively related to conative inertia (CONI), while conative inertia also has a direct effect on determining action inertia (ACTI). The tests of moderating effects of zone of tolerance, switching barriers and external opportunity on the sequential development of inertial behavior show these variables have a significant moderating effect on the sequential development of inertia, except for the relation between switching barriers and affective inertia acting together, and conative inertia. These findings provide valuable insights that enable one to understand tourists' revisit behaviors. Theoretical and empirical implications are discussed, for the purpose of advancing tourism marketing discourse.

ADVERTING MESSAGE AND NEGATIVE SWITCHING BARRIER: EFFECTS ON REPURCHASE INTENTION AND WORD-OF-MOUTH

Purpose: Even though previous literature has drawn the attention to explore influential factors on repurchase intention and positive wordof-mouth of customers (PWOM), however, this study instead is the first one to consider the simultaneous impacts of advertising messages and negative switching barriers. In order to clarify the focus for the above purpose, this study will not take into consideration the major factor - service quality - which impacts on the main dimensions of attitudinal loyalty had been proved already. Methodology: The Structure Equation Model was employed in this study to test the proposed hypotheses with the questionnaires sampled from 289 cell phone users in Vietnam’s mobile telecommunication market. Findings: The study’s results indicate that advertising message has a negative impact on repurchase intention as well as on customers’ intention of spreading positive word-of-mouth. Regarding negative switching barrier, the results show that it is positively associated with repurchase intentions, but, negatively associated with positive word-of-mouth. Conclusion: The findings of this study not only contribute to theoretical aspects, but also arise practical issues for Vietnam’s telecommunication market. It suggests that mobile carriers in Vietnam should figure out more effective tools to reduce “junk” or “spam” messages in order to enhance loyalty from existing subscribers. In addition, the mobile carriers need to realize the negative switching barrier, which should be considered while making strategies of retaining customers. Under such manner, it then could help cell phone network providers be more profitable in the current intensely competitive environment.

헬스 피트니스 여가활동 참여자가 교육서비스품질에 따른 전환장벽 및 고객충성도의 관계

헬스 피트니스 여가활동 참여자가 교육서비스품질에 따른 전환장벽 및 고객충성도의 관계

Key account relationship management: the moderating effects of relationship duration and transaction volume

ABSTRACTThis study investigates the impact of three relational benefits (i.e. financial benefits, human interaction benefits, preferential treatment benefits) on switching barriers, customer satisfaction, and behavioral loyalty for key accounts in the context of the air express delivery industry in Taiwan. Empirical results indicate that relational benefits impact switching barriers, switching barriers influence customer satisfaction and loyalty, and customer satisfaction effects loyalty. Findings also confirm most of the hypothesized moderating effects for relationship duration and transactional volume on the relationship between relational benefits and switching barriers. Specifically, long-term key accounts place greater emphasis on the human interaction and preferential treatment benefits. Key accounts that have less established relationships based on the length of business relationship place more importance on financial benefits. Financial benefits were found to have a positive influence on switching barriers only for low annual transactional volume clients, while both human interaction benefits and preferential treatment benefits have positive effects for both low and high transactional volume key accounts.

Examining the relationships among service features, customer loyalty and switching barriers in the Greek banking sector

PurposeThe aim of this paper is to present and empirically validate a conceptual framework that explores the links between the two service features (physical and interactive) and their impact on customer loyalty. It also introduces and investigates the potential intervening role of a single personality dimension (neuroticism) in the relationship between service features and customer loyalty. In addition, examining whether the customer’s switching barriers affect customer loyalty is also an aim of the present study.Design/methodology/approachA structured questionnaire was used to collect data from a sample of 224 customers in the banking industry in Greece. The respondents were picked using simple random sampling. Exploratory and confirmatory factor analyses were used to validate the latent factors of the proposed conceptual framework, whereas their relationships were examined through linear regression analyses.FindingsThe empirical data verify that physical and interactive features of service quality have a significant impact on customer loyalty. The study also concludes that customer neuroticism has an intervening effect on the relationship between service features and customer loyalty. In addition, switching barriers such as confidence benefits, special treatment benefits, switching costs and availability and attentiveness of alternatives affect a bank’s customer loyalty.Practical implicationsThis perspective could improve managerial understanding of the service-quality/customer-loyalty relationship and lead to more focused decisions. During the period of economic Greek crisis, the customers’ learning and understanding, the immediate response to their needs and expectations, the provision of customer services in accordance with their personality type and the establishment a long and effective relationship with them may have an important impact not only on success but also mainly on bank survival.Originality/valuePrevious studies have shown the positive and significant relationship between customer satisfaction and loyalty in the banking industry, but this study extends the literature of consumer behavior theory by examining the distinct role that the physical and interactive service features play in the formation of customer loyalty. While it is known the role of personality in customer satisfaction has not been analyzed sufficiently the effect of neuroticism in the evolution of the above relationship. The present study tries to fill the bibliographic gap focusing on the Greek banking sector in the period of economic crisis.

How to Succeed with Cloud Services?

How can cloud providers be successful? Severe competition and low up-front commitments create enormous challenges for providers of consumer cloud services when attempting to develop a sustainable market position. Emergent trends like consumerization lead to high growth rates and extend the reach of these services far into the enterprise sphere. Using a freemium model, many providers focus on establishing a large customer base quickly but fail to generate revenue streams in the long run. Others charge consumers early but do not reach their growth targets. Based on a representative sample of 596 actual cloud service users, the study examines how consumer cloud services can become self-sustainable on the basis of the user base and revenue streams they generate. The authors identify two mechanisms that influence the success of consumer cloud services, dedication- and constraint-based mechanisms, and show how they drive different elements of success. They find that satisfaction impacts the success of cloud services in terms of user generation and continuance, while switching barriers need to be in place to generate revenues. The results indicate that focusing on a single success element can be misleading and insufficient to understand the success of cloud services. The key findings are used to derive recommendations for three generic strategies that cloud providers can apply to become successful in their competitive market environment.

Peculiarities of the energy landscape of a rectangular magnetic nanoisland

Micromagnetic modeling is used to study the energetics of magnetic switching of a rectangular single-layer permalloy nanoisland. The potential local energy minima of this system are found in the absence of an external field. The magnetization reversal along the long axis of the island is studied at different values of a constant transverse bias field. It is found that the presence of such a bias leads to a reduction of the longitudinal switching field. The energy landscape of the system is studied using the Nudged Elastic Band (NEB) method to shed more light on the nature of the effect. It is shown that the energy barrier for longitudinal switching is reduced with the growth of the magnitude of the transverse bias. This effect may have practical applications for optimizing MRAM technology, because it helps reduce the memory cell’s switching field.

The Mediating Relationship of Customer Satisfaction Between Brand Trust, Brand Social Responsibility Image with Moderating Role of Switching Cost

In today’s’ resilient market competition, manufacturers of fast moving consumer goods are putting their best efforts to maintain brand loyalty. Despite the effectiveness of brand loyalty to increase sales, due to the availability of alternatives at large, recent trends indicate that brand loyalty among customers is decreasing. That is why there is a need to develop a framework that can increase brand loyalty to reduce marketing cost. We used customer satisfaction as a mediating variable between brand trust, brand social responsibility and brand loyalty. Furthermore, the role of switching cost as moderating variable has been assessed on the relationship of customer satisfaction and brand loyalty. Data was collected from buyers of fast moving consumer goods (milk brands) from different retail stores in Pakistan. Systematic random sampling was used. The methodology used is a descriptive analysis followed by structural equation modelling to test the hypothesis. Results showed that customer satisfaction partially mediates the relationship of brand trust, brand social responsibility image and brand loyalty. Moreover, switching cost when studied as moderator in fast moving consumer goods is insignificant on the relationship of customer satisfaction and brand loyalty. It is, therefore, other than satisfying their customers, managers need to develop trust and social responsibility image of the brand to make them brand loyal. Furthermore, managers need to focus on creating switching barriers other than cost to make satisfied customer brand loyal.

Understanding IPTV churning behaviors: focus on users in South Korea

PurposeThis study aims to investigate customers’ churning out of Internet Protocol Television (IPTV) service, one of the most prevalent forms of IT convergence.Design/methodology/approachBased on the review of current literature, a research model is introduced to depict the effects of select independent variables on customer churning behavior. First of all, the two groups are compared in terms of predictor variables, including switching barriers, voice of customer (VOC), membership period and degree of contents usage. Then, a curvilinear regression was applied to understand the association relationship between the level of IPTV contents usage and variables of switching barriers, VOC and membership period. Third, a logit regression was performed to predict customer churning through the variables of switching barriers, VOC, membership period and level of IPTV contents usage.FindingsThrough the empirical analysis, this study analyzed the factors affecting customer churning behavior of IPTV service providers based on switching barriers, VOC and contents usage.Originality/valueAlthough several studies on IPTV have been undertaken globally, they have largely depended on self-reporting surveys to examine dynamics between antecedent variables and IPTV performance in terms of customer satisfaction, usage intension and customer retention. This empirical study is performed to understand influential factors of IPTV service defection through the weblog analysis of 3,906 service users, who represented both service defectors and non-defectors during a specific month.

THE EFFECT OF SERVICE QUALITY, CORPORATE IMAGE, CUSTOMER SATISFACTION AND SWITCHING BARRIER ON CUSTOMER LOYALTY (The Insurance Company Case Study)

The modern competitive industry today, loyal customer is one of the important issues for company to survive. They have to maintain a loyal customer due to increasingly cost of acquiring new customer; moreover there is a positive relationship between customer loyalty and company profits. In order to create customer loyalty, the company needs to consider about the factor influence loyalty. The aim of the study was to examine of those factors are influence customer loyalty in insurance industry. The research uses Structural Equation Modeling (SEM), data are obtained from customer XYZ Jember and Banyuwangi branch office that have been a customer of at least 1 (one) year. From the analysis of customer loyalty, it is significantly influenced by the quality of service and customer satisfaction. In addition it also concluded customer satisfaction also significantly affect the company’s Image and switching barrier.

Determinants of patient loyalty to healthcare providers: An integrative review.

Patient loyalty is key to business success for healthcare providers and also for patient health outcomes. This study aims to identify determinants influencing patient loyalty to healthcare providers and propose an integrative conceptual model of the influencing factors. PubMed, CINAHL, OVID, ProQuest and Elsevier Science Direct databases were searched. Publications about determinants of patient loyalty to health providers were screened, and 13 articles were included. Date of publication, location of the research, sample details, objectives and findings/conclusions were extracted for 13 articles. Thirteen studies explored eight determinants: satisfaction, quality, value, hospital brand image, trust, commitment, organizational citizenship behavior and customer complaints. The integrated conceptual model comprising all the determinants demonstrated the significant positive direct impact of quality on satisfaction and value, satisfaction on trust and commitment, trust on commitment and loyalty, and brand image on quality and loyalty. This review identifies and models the determinants of patient loyalty to healthcare providers. Further studies are needed to explore the influence of trust, commitment, and switching barriers on patient loyalty.

Why do satisfied customers defect? A closer look at the simultaneous effects of switching barriers and inducements on customer loyalty

PurposeThe purpose of this paper is to go beyond satisfaction as an indicator of customer loyalty and propose a holistic model of service switching in a mobile internet setting. The model, which reflects both barriers and inducements of switching, is developed based on the “mooring” and “pull” concepts in the migration literature.Design/methodology/approachFocusing on Generation Y mobile internet subscribers, the study analyzed a total of 417 usable questionnaire responses. Partial least squares structural equation modeling was used to test the research model.FindingsThe results show that first, satisfaction and switching barriers (i.e. a focal firm’s marketing innovation initiatives, switching costs, inertia, and local network effects) are positively related to customer loyalty; second, switching barriers have a stronger influence on customer loyalty compared with satisfaction; third, switching inducements (i.e. competitors’ marketing innovation initiatives, alternative attractiveness, variety-seeking tendencies, and consumers’ susceptibility to social reference group influence) is negatively related to customer loyalty and the relationship is weaker when perceived switching barriers are high.Originality/valueThis study empirically validates multidimensional scales of switching barriers and inducements from a more nuanced perspective, and specifies them as reflective-formative type II models. This study is among the first to use opposing dimensions to measure switching barriers and its counterpart. Hence, it illustrates how the two contrasting mechanisms can coexist in the minds of mobile internet subscribers.