The Relationship between Service Quality, Economic and Switching Costs in Retail Banking
Posted by D. Daniel Sokol
Faruk Anıl Konuk, Sakarya University and Filiz Konuk, Sakarya University dsicuss The Relationship between Service Quality, Economic and Switching Costs in Retail Banking
ABSTRACT: The objective of this study is to examine the structural relationships between service quality, economic and switching costs, loyalty and word-of-mouth intentions. For this aim, we proposed a conceptual model based on literature review and proposed hypothesis according to this model. In order to test the hypothesis structural equation modeling technique were applied to the data. Data were collected from 397 retail banking customers during May 2012 in Sakarya/Turkey. The results of this empirical study reveal that service quality has positive effect on economic and switching costs and these costs have positive effect on both loyalty and word-of-mouth intentions. The results also indicate negative relationship between economic costs and switching costs and behavioral intentions. In addition, positive relationship was found between service quality, loyalty and word-of-mouth intentions. At the end of this study some managerial implications are discussed based on the findings.
Featured News
Redfin Settles $9.2M Commission Inflation Lawsuits
May 7, 2024 by
CPI
DOJ Supports Colorado’s Efforts to Block Kroger-Albertsons Merger
May 7, 2024 by
CPI
Japan Considers Regulation of AI Developers
May 7, 2024 by
CPI
European Commission Extends Decision Deadline for Ita-Lufthansa Merger
May 7, 2024 by
CPI
UK, US and Australia Sanction Senior Leader of LockBit Cybercrime Gang
May 7, 2024 by
CPI
Antitrust Mix by CPI
Antitrust Chronicle® – Economics of Criminal Antitrust
Apr 19, 2024 by
CPI
Navigating Economic Expert Work in Criminal Antitrust Litigation
Apr 19, 2024 by
CPI
The Increased Importance of Economics in Cartel Cases
Apr 19, 2024 by
CPI
A Law and Economics Analysis of the Antitrust Treatment of Physician Collective Price Agreements
Apr 19, 2024 by
CPI
Information Exchange In Criminal Antitrust Cases: How Economic Testimony Can Tip The Scales
Apr 19, 2024 by
CPI