The moderating effect of switching costs on the customer satisfaction-retention link: Retail internet banking service in Hong Kong

Innovation and Knowledge Management in Twin Track Economies Challenges and Solutions - Proceedings of the 11th International Business Information Management Association Conference, IBIMA 2009

Volumn 1-3, Issue , 2009, Pages 1773-1781

  Wong, Chi Bo ^a   Mula, Joseph M ^b  

^a HONG KONG SHUE YAN UNIVERSITY   (Hong Kong)

^b UNIVERSITY OF SOUTHERN QUEENSLAND   (Australia)

Author keywords

Customer retention; Customer satisfaction; Moderating effect; Switching costs

Indexed keywords

COSTS; ELECTRONIC COMMERCE; KNOWLEDGE MANAGEMENT; RESEARCH; SWITCHING; WORLD WIDE WEB;

CUSTOMER RETENTION; DATA COLLECTION; EMPIRICAL RESEARCH; HONG-KONG; INTERNET BANKING; MODERATING EFFECT; ONLINE QUESTIONNAIRE; SWITCHING COSTS;

CUSTOMER SATISFACTION;

EID: 84898028936     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

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