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    Trust and Retention in Premium Banking Services: Does Switching Costs Matter?

    Access Status
    Fulltext not available
    Authors
    Laksamana, Patria
    Wong, David
    Kingshott, Russel
    Muchtar, Fatimah
    Date
    2012
    Type
    Conference Paper
    
    Metadata
    Show full item record
    Citation
    Laksamana, P. and Wong, D. and Kingshott, R. and Muchtar, F. 2012. Trust and Retention in Premium Banking Services: Does Switching Costs Matter?, in Bogomolova, S. and Lee, R. and Romaniuk, J. (ed), Australian and New Zealand Marketing Academy Conference, Dec 3-5 2012. Adelaide, South Australia: Australian and New Zealand Marketing Academy.
    Source Title
    Proceedings of the Australian and New Zealand Marketing Academy conference
    Source Conference
    Australian and New Zealand Marketing Academy Conference
    Additional URLs
    http://www.anzmac.org/conference_archive/2012/papers/262ANZMACFINAL.pdf
    ISSN
    1447-3275
    School
    School of Marketing
    URI
    http://hdl.handle.net/20.500.11937/6641
    Collection
    • Curtin Research Publications
    Abstract

    This study sets out to investigate the roles of switching costs between trust and customer retention in premium banking services. Data was collected using a non-probability convenience sample method with 525 usable responses for the data analysis. While trust has been found to have a direct positive impact on retention, switching costs has no influence on the relationship between trust and retention. Implications of the study and the future recommendations are presented and discussed.

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