Konferenzbeitrag

Competitiveness Through Consumer Loyalty: The Influence of Switching Costs

zu Verbundenen Objekten

Competitiveness depends on the relationship that a company has with its consumers. Consumer loyalty makes many benefits for companies like lower price elasticity, lower relationship costs, the possibility of increasing income over time, chance of achievement new customers because of loyal consumers’ suggestions, lower sale and promotion efforts etc. The aim of the paper is to determine the effect of consumers’ perception of quality, satisfaction and corporate image on developing consumer loyalty in bank sector. Another aim is to investigate the influence of switching costs on the relationship between the key loyalty predictors and the consumer loyalty comparing internet and traditional users. For that purpose, the research is conducted among the consumers of the top five banks in Croatia. The results indicate that switching costs moderate relationship between quality, satisfaction and corporate image more for internet users of bank services.

Sprache
Englisch

Erschienen in
In: 6th International OFEL Conference on Governance, Management and Entrepreneurship. New Business Models and Institutional Entrepreneurs: Leading Disruptive Change. April 13th - 14th, 2018, Dubrovnik, Croatia ; Year: 2018 ; Pages: 177-191 ; Ed(s).: Tipurić, Darko ; Labaš, Davor ; Zagreb: Governance Research and Development Centre (CIRU)

Klassifikation
Management
Thema
Competitiveness
Consumer loyalty
Bank sector
Switching costs

Ereignis
Geistige Schöpfung
(wer)
Martinović, Marija
Ereignis
Veröffentlichung
(wer)
Governance Research and Development Centre (CIRU)
(wo)
Zagreb
(wann)
2018

Handle
Letzte Aktualisierung
10.03.2025, 11:43 MEZ

Datenpartner

Dieses Objekt wird bereitgestellt von:
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. Bei Fragen zum Objekt wenden Sie sich bitte an den Datenpartner.
Original beim Datenpartner anzeigen

Objekttyp

  • Konferenzbeitrag

Beteiligte

  • Martinović, Marija
  • Governance Research and Development Centre (CIRU)

Entstanden

  • 2018

Ähnliche Objekte (12)

Let's lock them in: Collusion under Consumer Switching Costs

Konferenzbeitrag

Let's lock them in: Collusion under Consumer Switching Costs

Consumer Learning, Switching Costs, and Heterogeneity: A Structural Examination

Arbeitspapier

Consumer Learning, Switching Costs, and Heterogeneity: A Structural Examination

Let's lock them in: Collusion under consumer switching costs

Arbeitspapier

Let's lock them in: Collusion under consumer switching costs

Consumer Loss Aversion and Scale-Dependent Psychological Switching Costs

Arbeitspapier

Consumer Loss Aversion and Scale-Dependent Psychological Switching Costs

Let's Lock Them in: Collusion under Consumer Switching Costs

Let's Lock Them in: Collusion under Consumer Switching Costs

Consumer reactance against loyalty programs

Consumer reactance against loyalty programs

Heterogenous Switching Costs

Arbeitspapier

Heterogenous Switching Costs

Win/loss data, consumer switching costs: Measuring diversion ratios and the impact of mergers

Arbeitspapier

Win/loss data, consumer switching costs: Measuring diversion ratios and the impact of mergers

Loyalty Programs and Consumer Behaviour: The Impact of FFPs on Consumer Surplus

Arbeitspapier

Loyalty Programs and Consumer Behaviour: The Impact of FFPs on Consumer Surplus

Switching costs and financial stability

Arbeitspapier

Switching costs and financial stability

Estimating firms' bank-switching costs

Arbeitspapier

Estimating firms' bank-switching costs

Network effects and switching costs in the US wireless industry: Disentangling sources of consumer inertia

Arbeitspapier

Network effects and switching costs in the US wireless industry: Disentangling sources of consumer inertia

Verbundene Objekte