Trust and Retention in Premium Banking Services: Does Switching Costs Matter?
This study sets out to investigate the roles of switching costs between trust and customer retention in premium banking services. Data was collected using a non-probability convenience sample method with 525 usable responses for the data analysis. While trust has been found to have a direct positive...
| Main Authors: | , , , |
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| Other Authors: | |
| Format: | Conference Paper |
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Australian and New Zealand Marketing Academy
2012
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| Online Access: | http://www.anzmac.org/conference_archive/2012/papers/262ANZMACFINAL.pdf http://hdl.handle.net/20.500.11937/6641 |
| _version_ | 1848745135916974080 |
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| author | Laksamana, Patria Wong, David Kingshott, Russel Muchtar, Fatimah |
| author2 | Svetlana Bogomolova |
| author_facet | Svetlana Bogomolova Laksamana, Patria Wong, David Kingshott, Russel Muchtar, Fatimah |
| author_sort | Laksamana, Patria |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | This study sets out to investigate the roles of switching costs between trust and customer retention in premium banking services. Data was collected using a non-probability convenience sample method with 525 usable responses for the data analysis. While trust has been found to have a direct positive impact on retention, switching costs has no influence on the relationship between trust and retention. Implications of the study and the future recommendations are presented and discussed. |
| first_indexed | 2025-11-14T06:12:33Z |
| format | Conference Paper |
| id | curtin-20.500.11937-6641 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T06:12:33Z |
| publishDate | 2012 |
| publisher | Australian and New Zealand Marketing Academy |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-66412023-02-02T07:57:36Z Trust and Retention in Premium Banking Services: Does Switching Costs Matter? Laksamana, Patria Wong, David Kingshott, Russel Muchtar, Fatimah Svetlana Bogomolova Richard Lee Jenni Romaniuk This study sets out to investigate the roles of switching costs between trust and customer retention in premium banking services. Data was collected using a non-probability convenience sample method with 525 usable responses for the data analysis. While trust has been found to have a direct positive impact on retention, switching costs has no influence on the relationship between trust and retention. Implications of the study and the future recommendations are presented and discussed. 2012 Conference Paper http://hdl.handle.net/20.500.11937/6641 http://www.anzmac.org/conference_archive/2012/papers/262ANZMACFINAL.pdf Australian and New Zealand Marketing Academy restricted |
| spellingShingle | Laksamana, Patria Wong, David Kingshott, Russel Muchtar, Fatimah Trust and Retention in Premium Banking Services: Does Switching Costs Matter? |
| title | Trust and Retention in Premium Banking Services: Does Switching Costs Matter? |
| title_full | Trust and Retention in Premium Banking Services: Does Switching Costs Matter? |
| title_fullStr | Trust and Retention in Premium Banking Services: Does Switching Costs Matter? |
| title_full_unstemmed | Trust and Retention in Premium Banking Services: Does Switching Costs Matter? |
| title_short | Trust and Retention in Premium Banking Services: Does Switching Costs Matter? |
| title_sort | trust and retention in premium banking services: does switching costs matter? |
| url | http://www.anzmac.org/conference_archive/2012/papers/262ANZMACFINAL.pdf http://hdl.handle.net/20.500.11937/6641 |