Trust and Retention in Premium Banking Services: Does Switching Costs Matter?
MetadataShow full item record
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.
Showing items related by title, author, creator and subject.
Customer retention and cross-buying in premium banking services : the roles of switching costs and interaction qualityLaksamana, Patria (2012)The emergence of e-banking and intense competition in premium banking services have essentially evolved the way banks have conventionally conducted their business and the way customers interact with banks. Consequently, ...
Trust and reputation for service-oriented environments: Technologies for building business intelligence and consumer confidenceChang, Elizabeth; Dillon, Tharam S.; Hussain, Farookh (2006)Trust has played a central role in human relationships and hence has been the subject of study in many fields including business, law, social science, philosophy and psychology. It has played a pivotal role in forming ...
When 'trust in top management' matters to organisational performance and effectiveness: the impact of senior manager role-modelling and group cohesivenessEng, Ngiang Jiang (2010)While ‘trust in top management’ matters to organisational performance and effectiveness, low trust in top management remains an issue in many organisations despite their efforts in building trust. The persistence of such ...