• Title, Summary, Keyword: Switching Cost

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A Study on Interaction of Cause and Effect among Personal Involvement, Satisfaction, Trust, Switching Cost and Loyalty Regarding Casual Dining Restaurant (레스토랑에 대한 소비자의 개인적 관여도와 만족, 신뢰, 전환비용, 충성도의 인과관계 연구)

  • Cho, Woo-Je
    • Journal of the Korean Society of Food Culture
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    • v.24 no.5
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    • pp.496-505
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    • 2009
  • This study was conducted to provide basic data and insight into behaviors that result in increased continuous sales and competitiveness. This was done by examining the effect of personal involvement on customer satisfaction and trust, the effect of customer satisfaction on switching cost and loyalty, the effect of trust on switching cost and loyalty and by analyzing the indirect effect of trust and loyalty to personal involvement on switching cost and loyalty of the patrons of casual dining restaurants. In order to achieve the goals of the study, a hypothesis and structural equation were proposed based on preceding research and the proposed model was analyzed using LISREL 8.30 to prove the hypothesis and better understand the interactions between the cause and effect. The results were as follows: Six proposed hypothesis were chosen and the indirect effect was verified. In other words, customers' personal involvement was shown to have an effect on trust and devotion and satisfaction influenced switching cost and loyalty. Trust had an effect on switching cost and loyalty and by analyzing the indirect effect the customers' personal involvement was shown to affect the switching cost and loyalty through satisfaction and trust. The result of this analysis provides clues to better understand the eating-out behavior of customers and proves that personal involvement, satisfaction, trust, switching cost and loyalty are directly and indirectly related.

A Study on the Effect of Customer Satisfaction and Switching Cost on Continuous Use Intention: Focusing on Dental Hospitals and Clinics (고객만족과 전환비용이 지속적 이용의도에 미치는 영향에 관한 연구 : 치과 병.의원을 중심으로)

  • Byun, Jung-A;Nah, Yul;Kim, Yang-Kyun
    • Korea Journal of Hospital Management
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    • v.17 no.2
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    • pp.52-72
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    • 2012
  • In this study, we examined the effect of customer satisfaction and switching cost on continuous use intention to suggest how organizations can retain their customers when market growth slows down and competition becomes stronger. We carefully developed and modified survey instruments through a pre-test, and subsequently surveyed 432 dental care users in Seoul and Busan areas. As a result of regression analysis, higher procedural learning switching cost, relational switching cost, and customer satisfaction were manifested in the increased continuous use intention. In contrast, higher financial switching cost and customer satisfaction with insufficient effort for information acquisition led to decreased switching intention. In addition, procedural initial switching cost and residents in Seoul led to increased switching intention. Understanding continuous use intention and switching intention is important for healthcare institutions striving to maintain market position. The findings of this study suggest a paradigm shift from conventional transactional marketing to strategic relational marketing to be effective in the healthcare environment today.

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A Study on the Affecting Factors and Effects of Switching Costs in On-line shopping mall (온라인 쇼핑몰 전환비용의 영향 요인과 효과에 관한 연구)

  • Han, Pil Koo;Kang, Seong Chul;Jun, Byoung Ho
    • Journal of Korea Society of Digital Industry and Information Management
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    • v.7 no.3
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    • pp.137-150
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    • 2011
  • Long-term customer retention strategies with switching cost is very important for gaining a competitive advantage in on-line shopping mall environment. The purpose of this study is to investigate the affecting factors of switching cost in terms of on-line shopping mall's quality and the effects of it on customers' behavior moderating commitment. According to the result, information quality and customized information were found to be significantly related to social switching cost, and also royalty program and product differentiation were found to be significantly related to lost benefit cost and procedural cost respectively. When it comes to the relationship between switching cost and commitment, results shows that social switching cost is not significantly related to affective commitment. Lost benefit cost and procedural cost, however, were found to be significantly related to affective commitment and calculative commitment respectively. Finally, affective commitment was found to bolster repurchase intention and control negative WOM, and calculative commitment was found to bolster both repurchase intention and negative WOM.

The Effects of Switching Cost Perceived by Patients and Negative Word of Mouth on Revisiting Intention for Hospital Patients (의료기관 이용자가 지각한 전환비용, 부정적 구전이 재이용의도에 미치는 영향)

  • Ko, Yu-Kyung;Kim, Byeong-Jin
    • Journal of Korean Academy of Nursing Administration
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    • v.17 no.1
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    • pp.5-13
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    • 2011
  • Purpose: The purpose of this study was to examine the effect of patient perception of the switching cost and negative word of mouth on revisit intention of patients in out-patient departments (OPDs) of general hospitals. Method: The participants were 306 patients in general hospital, selected through convenience sampling. Data were collected using a structured questionnaire and analyzed using descriptive statistics, Spearman correlation coefficient, and logistic regression with SPSS Win. Results: Relational switching cost was positively correlated with revisit intention (r=.58, p=<.001), but not financial switching cost or procedural switching cost. Negative word of mouth was negatively correlated with revisit intention (r=-.22, p=<.001). The significant predictors influencing revisit intention in patients was relational switching cost. Conclusion: The findings of this study suggest that hospital and nursing managers should seek to bolster perceptions of switching costs and negative word of mouth, which subsequently increases revisit intentions in small hospitals located in the country as well as urban large hospitals.

A Structural Modeling for Switching Costs and Site Retention in Apparel Shopping Website (의류쇼핑 웹사이트 전환비용과 사이트 유지의 구조모델)

  • Kim, Eun Young
    • Korean Journal of Human Ecology
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    • v.21 no.6
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    • pp.1173-1184
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    • 2012
  • This study estimates a structural model to examine the causal relationships among web browsing, switching cost, and site retention in the context of apparel shopping website. A total of 499 usable questionnaires were obtained from consumers aged from 20 to 49 years. For data analysis, exploratory factor analysis, confirmatory factor analysis and structural model were used. The result showed that consumer's perceived switching costs consisted of three factors: relationship cost, search cost and benefit loss cost. In estimated structural model, the relationship cost was influenced by leisure browsing; the search cost was influenced by informational browsing and leisure browsing; the benefit loss cost was influenced by leisure browsing. Especially, the leisure browsing was the most highly related to the benefit loss cost, and followed by relationship cost and search cost. However, hedonic browsing was not significantly related the factors of switching costs. The search costs significantly affected customer's intentions for site retention. A managerial implication was discussed for e-retailers in order to develop strategic switching costs in building long-term relationships with web browsers on the apparel shopping websites.

A Study on Antecedents of Customer Switching Behavior in Mobile Services (이동통신 서비스 전환행동에 영향을 미치는 요인에 관한 연구)

  • Yoon, Jung-In;Sung, Su-Jung;Lee, Jung-Woo
    • Korean Management Science Review
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    • v.26 no.3
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    • pp.169-184
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    • 2009
  • Recently, mobile telecommunication businesses contend with each other to expand their customer base by using aggressive marketing strategies. In order to determine if there strategies are effective, customer's switching behavior needs to be studied. This study identifies and analyzes direct, indirect factors that may customer switching behavior : attractiveness of alternatives, network externality, and switching cost. Results reveals that attractiveness of alternatives, network externalities have a direct impact on customer switching behavior. These two factors also have moderating effects on customer switching behavior but the switching cost does not In short, network externalities and alternatives strategically determine the success of 3.5G service. In this regard, mobile business should improve their own attractiveness of alternatives by developing specialized service in 3.5G service.

Cognitive Cost and Benefit from Voluntary Task Switching in Multitasking (멀티태스킹에서 자발적 과제전환에 의한 인지적 이득과 손실)

  • Lee, Sangmin;Lee, Ju-Hwan;Han, Kwang-Hee
    • Korean Journal of Cognitive Science
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    • v.24 no.1
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    • pp.71-93
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    • 2013
  • Multitasking has become part of our life. Self-interruption and switching to another task become easier and more frequent. According to previous studies, however, most of the task-switching incurs a cognitive cost. This study investigated the benefit from task switching. In Study 1, participants performed two tasks were similar, and negative correlation between the number of task switching and performance were confirmed, this result is similar to previous studies. Study 2 has shown that, made a comparison of two conditions, between possible and impossible conditions in terms of task switching. Depending on switching preference, the result of task performance has differentiated and the emotion that participants had before the task has changed. Depending on participants' switching preference, there were different amount of switching cost. Moreover, for participants who preferred task switching highly than others, task switching occurred more benefit than cost.

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An Integrative Study on Continued Use of Web-Based Information Systems: Focusing on Online Shopping Sites (웹 기반 정보시스템의 지속적 사용에 관한 통합적 연구 : 인터넷 쇼핑 사이트를 중심으로)

  • Lee, Sun-Ro;Yang, Seok-Won
    • Journal of Information Technology Applications and Management
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    • v.16 no.1
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    • pp.51-75
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    • 2009
  • This paper develops an integrative model for IT continuance in the internet shopping environments by integrating the expectation-confirmation and the switching cost factors. Using this model, in addition, this study investigates their differential effects on the mediating variables, such as user satisfaction, commitment, and trust which have been identified as antecedents of users' IT continuance intention. Results show that the product and service-related expectation confirmation factors and the relational switching cost factor can have greater impacts on users continuance intention than the web site design factors, and the financial and procedural switching cost factors. In particular, it is interesting to note that relational switching cost can lead users to more commitment, which is revealed as the strongest antecedent of their continuance intention to use a certain shopping site.

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Switching Cost and Brand Loyalty preference on Customer Satisfaction and Repurchase (브랜드 충성도와 전환비용이 고객만족과 재구매에 미치는 영향에 관한 연구)

  • Han, Kyong-Hee;Cho, Jai-Rip
    • Proceedings of the Korean Society for Quality Management Conference
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    • pp.294-301
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    • 2006
  • This study attempts to investigate a general service sector model which aims to describe the extent to which customer repurchase intention is influenced by customer satisfaction, Customer loyalty, switching cost. This study attempts to investigate different group. Brand group 1 is higher Brand loyalty than Brand group 2. Brand Group 1 is 276 and Brand Group 2 is 271 consumers in service sector that they were used into data analysis. The data were analyzed by factor analysis and Structural Equation Model using SPSS and AMOS program. The results show that nearly all of the hypothesized relationships construct are supported. First, the direct effects of customer satisfaction on customer loyalty and switching cost were confirmed. The service company not only strengthens customer loyalty, but also strategically makes the most use of switching cost to satisfy customer satisfaction and create sustainable company advantages. Second, the interactive relationships among switching cost and customer loyalty were very significant. The proper management of these mediating variables plays key roles in connecting customer satisfaction with repurchase intention. Third, the effects of customer loyalty and brand preference on repurchase intention were supported but switching cost rejected in the path analysis. Implications of the results for path analysis are discussed and future research directions are offered.

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Switching Cost and Customer Loyalty preference on Customer Satisfaction and Repurchase (전환비용과 고객애호도가 고객만족과 재구매 의도에 미치는 영향에 관한 연구 - 이동통신 업체를 중심으로 -)

  • Han, Kyong-Hee;Cho, Jai-Rip
    • Proceedings of the Korean Society for Quality Management Conference
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    • pp.120-125
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    • 2006
  • This study attempts to investigate a general service sector model which aims to describe the extent to which customer repurchase intention is influenced by customer satisfaction, customer loyalty, switching cost. 195 consumers in service sector were used into data analysis. The data were analyzed by factor analysis and Structural Equation Model using SPSS and AMOS program. The results show that nearly all of the hypothesized relationships construct are supported. First, the direct effects of customer satisfaction on customer loyalty and switching cost were com firmed. The service company not only strengthens customer loyalty, but also strategically makes the most use of switching cost to satisfy customer satisfaction and create sustainable company advantages. Second, the interactive relationships among switching cost and customer loyalty were very significant. The proper management of these mediating variables plays key roles in connecting customer satisfaction with repurchase intention. Third, the effects of customer loyalty and brand preference on repurchase intention were supported but switching cost rejected in the path analysis. Implications of the results for path analysis are discussed and future research directions are offered.

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