Work

Understanding Gen Z’s Digital Banking Loyalty: The Role of Switching Costs and Consumption Values

Year: 2025

Type: article

Abstract: This study employs the Cognitive-Affective-Behavioral model and Consumption Values Theory to investigate the influence of distinct consumption values - functional, social, emotional, epistemic, and monetary - on customer satisfaction and loyalty among Generation Z in Vietnam's digital banking sector. Additionally, the research examines the role of switching costs as both a mediator and moderator in the relationship between customer satisfaction and loyalty. A survey was conducted with 497 Ge

Source: Journal Of Organizational Behavior Research

DOI: 10.51847/j4pjhlcm9o

Authors: Vo Duy Tuong, Nguyen Ha Thach, Pham Ngoc Kim Khanh, Le Tran Bao Han, Pham Thi Kim Thanh

Institution: Industrial University of Ho Chi Minh City

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

OpenAlex ID: W4409308505

FWCI: 5.093

Cites: 50

Cited by: 4

Related to: 10