Perceptions of customer satisfaction, switching costs and customer retention: An empirical study of basic and advanced Internet banking users in Hong Kong

Dr. WONG Chi Bo, BrianBrianDr. WONG Chi Bo2018-03-192018-03-192011Global Journal of Management and Business Research, Feb 2011, vol. 11(2), pp. 56-66.2249-45880975-5853http://hdl.handle.net/20.500.11861/5031enCustomer SatisfactionSwitching CostsCustomer RetentionSegment AnalysisRetail Internet BankingPerceptions of customer satisfaction, switching costs and customer retention: An empirical study of basic and advanced Internet banking users in Hong KongPeer Reviewed Journal Article