| dc.description.abstract | The aim of this research is to examine the relationship among customer perceived value,
satisfaction, loyalty and switching cost in internet banking service.
Based on previous research, a conceptual framework was developed to examine the
relationship among customer perceived value, satisfaction (measuring by five factors: customer
service, order fulfilment, ease to use, product portfolio and security and privacy), loyalty
(recommend and patronage) and switching cost. The questionnaire was conducted in Binh
Duong province with 373 respondents.
This result showed customer service, ease to use and product portfolio have effect with
customer satisfaction and there were relationships between customer perceived value and
customer satisfaction, customer perceived value and customer loyalty (patronage), customer
satisfaction and customer loyalty (patronage). However, switching cost has no relationship with
customer loyalty.
This research examine the relationship among customer perceived value, satisfaction, loyalty and
switching cost to have some strategies to retain customer in internet banking service in the
situation there are many banks offer this kind of service.
Keywords:
Customer service, Order fulfilment, Ease to use, Product portfolio, Security and Privacy,
Customer satisfaction, Customer perceived value, Customer loyalty (recommend), Customer
loyalty (patronage), Switching cost. | en_US |
