Trust and Retention in Premium Banking Services: Does Switching Costs Matter?
|dc.contributor.editor||Svetlana Bogomolova, Richard Lee and Jenni Romaniuk|
|dc.identifier.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.|
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.
|dc.publisher||Australian and New Zealand Marketing Academy|
|dc.title||Trust and Retention in Premium Banking Services: Does Switching Costs Matter?|
|dcterms.source.title||Proceedings of the Australian and New Zealand Marketing Academy conference|
|dcterms.source.series||Proceedings of the Australian and New Zealand Marketing Academy conference|
|dcterms.source.conference||Australian and New Zealand Marketing Academy Conference|
|dcterms.source.conference-start-date||Dec 3 2012|
|dcterms.source.conferencelocation||Adelaide, South Australia|
|dcterms.source.place||Adelaide, South Australia|
|curtin.department||School of Marketing|
|curtin.accessStatus||Fulltext not available|
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