Options
Perceptions of customer satisfaction, switching costs and customer retention: An empirical study of basic and advanced Internet banking users in Hong Kong
Author(s)
Date Issued
2011
ISSN
2249-4588
0975-5853
Citation
Global Journal of Management and Business Research, Feb 2011, vol. 11(2), pp. 56-66.
Description
Open access
Type
Peer Reviewed Journal Article
Abstract
The objective of this research is to test if there are significant differences of customer
satisfaction, 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 theirmain 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.
Loading...
Availability at HKSYU Library
