Perceptions of Customer Satisfaction, Switching Costs and Customer Retention: An Empirical Study of Basic and Advanced Internet Banking Users in Hong Kong
Year: 2011
Type: article
Study design: Observational Study
Abstract: The objective of this research is to test if there are significant differences of customersatisfaction, switching costs and customer retention between basic and advanced Internet
banking users. This empirical research was conducted within the context of the retail Internet
banking industry in Hong Kong. An online questionnaire was employed as the means of data
collection. The results show that advanced Internet banking users were more satisfied with their main Internet banks, perceived more difficultly in switching their main Internet banks, and displayed more loyalty to their main Internet banks than the basic Internet banking users.
Author: Chi Bo Wong
Institution: Hong Kong Shue Yan University
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W1638205757