We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.
Nobody downloaded yet

Examining switching costs as a moderator in the relationship between service personalization, customer satisfaction and customer - Essay Example

Comments (0)
Summary
The mediating effects of switching costs on the relationship between customer satisfaction, service personalization, and e-loyalty: a study of the internet banking services in Hong Kong. Dissertation submitted for the degree of Doctor of Business Administration Chapter 1 Introduction 1.1 An overview of internet banking services With current rapid development in computers with high bandwidth telecommunications’ and network technologies, this is the key driver to facilitate the efficiency of lifestyle…
Download full paper
GRAB THE BEST PAPER
Examining switching costs as a moderator in the relationship between service personalization, customer satisfaction and customer
Read TextPreview

Extract of sample
Examining switching costs as a moderator in the relationship between service personalization, customer satisfaction and customer

Download file to see previous pages... Web presence with low price, low search costs, high power obtained and convenient with the appearance of the internet. The incredible growth of the internet is significant changing the way of business model. This is no exception that internet technology that significant influence and changing the global banking industry. Internet banking is fairly considered as one of the major achievements in global finance. Financial organizations and facilities invest heavily in the development of sophisticated internet technologies, to improve their daily operations. The internet exemplifies a new channel for expanding the customer base and raising customer satisfaction for banks. Today, a mere click of mouth can turn the world of financial services upside down, giving consumers unprecedented freedom in choosing the best provider of high-quality financial services (Chong Soo, Scruggs et al. 2002). Internet banking has recently become one of the most frequently discussed topics in professional literature. Numerous studies shown that internet has become the most popular electronic delivery platform for banking (Karjaluoto, Mattila et al. 2002). Open-access networks are studied and further used to deliver high-quality banking services directly to customers. Efficient provision of various information technologies and online financial services to customers has already become an inseparable component of the banks’ daily routine (Daniel 1999). Non-human interaction and extensive use of the internet operation are no longer surprising to anyone but, on the contrary, serve the principal channel for delivering financial services to customers all over the world. (Minjoon and Shaohan 2001). The Hong Kong financial services sector has changed significantly during the past decades. Previously, the banks used conventional, branch-based systems and organizational networks, to deliver financial services to customers. After then the banks have come to realize the need for lower cost methods of financial services delivery to customers, which would help them to develop new ways of attracting customers. Banks started to improve and restructure their product delivery mix, to include various technology elements and develop new approaches for financial services and business operations in the banking sector. An early breakthrough was ATM and 24 hours telephone banking services. To rapid development of internet and telecommunication technologies, most of banks was migrated the financial services to internet platform. Nowadays, online banking services exemplify one of the most successful achievements in the global financial services industry. The internet turns into the principal channel for enhancing customer service, as well as improving integration and interaction with their clients. Through the simplest form, the internet bank can use one single web-page in the Internet, to provide customers with high-quality banking services. (Jones, Mothersbaugh et al. 2002). Therefore, these are technologies that lead banks to acquire better opportunities to control their profit structures, costs, manage and possibly reduce operating expenses, as well as develop and sustain efficient systems of profitability management. The simplest website can provide customers ...Download file to see next pagesRead More
Comments (0)
Click to create a comment
CHECK THESE SAMPLES - THEY ALSO FIT YOUR TOPIC
Relation between service quality and customer satisfaction
From the following research it can be comprehended that a look into literature proves that while service quality is something measurable and comparable, customer satisfaction is a more complex one which is influenced by perceptions of satisfaction and customer expectations along with quality.
8 Pages(2000 words)Essay
Relationship between Service Quality and Customer Satisfaction
Most hospitality products are intangible and can only be experienced. However, there are other tangible products such as food and physical comfort. Customer satisfaction is essential to the success of any business firm. This is because it is responsible for repeated purchases.
9 Pages(2500 words)Research Paper
Examining switching costs as a moderator in the relationship between service personalization, customer satisfaction and customer
Researchers acknowledged the importance of the concept and implications of customer loyalty in marketing (Reichheld and Schefter 2000). Customer loyalty benefits organizations and consumers. Customers are motivated to invest their commitment to organizations and products that are value-added and are of superior quality, compared with the competitors’ offerings (Reichheld 1996).
48 Pages(12000 words)Essay
Service Recovery and Customer Satisfaction
Services provided or facilitated by a marketer are intangible activities or benefits such as financial advice, entertainment etc in exchange for money or some thing else valuable. Technology, innovation, facilities and entertainment are some of the common elements in the market that deliver some specific experiences to the customers and this explains why some experts (Kerin, Hartley and Berkowitz, 2005, p.
8 Pages(2000 words)Essay
Service Quality & Customer Satisfaction

The author states that to regulate service delivery, supervisors tend to enforce procedures and rules on the staff to restrict their discretion and autonomy. These similar procedures and rules are envisioned to restrict the magnitude of service delivered for the client and the subsequent absence of customization.

3 Pages(750 words)Essay
Labour Turnover and Customer Service in Restaurants
According to the paper the research methods used in this study is qualitative and quantitative methods. The results indicate that there is a relationship between the employee turnover and customer satisfaction. The customer satisfaction is related to the level of services employee is able to provide.
42 Pages(10000 words)Essay
Title: Determinants of Customer Satisfaction in the Hotel Industry: the relationship between customer satisfaction and 3, 4 star hotels
The concepts of customer appeal and customer satisfaction are broad and will require specification; For example, how is satisfaction measured and/or scaled? Which criteria are applied and how does it vary with individual
12 Pages(3000 words)Essay
The relationship between internal and external customer service
However, the focus here is made on the relationship between the organization and its employees, as internal relationships strengthen the external customer relationship
10 Pages(2500 words)Essay
The relationship between internal and external customer service
advent of organisational relations policies defines customers to include the workforce within an organisation who run its operation to ensure success: company’s employees. In actual fact, an external customer is an individual or organization that uses the firms products or
10 Pages(2500 words)Essay
International Resort and Spa ManagementAnalysis of the relationship between Customer Satisfaction and Customer Loyalty based on the Service-Profit Chain
As such, successful managers have directed attention towards the various factors that define profitability within the new paradigm
10 Pages(2500 words)Essay
Let us find you another Essay on topic Examining switching costs as a moderator in the relationship between service personalization, customer satisfaction and customer for FREE!
Contact us:
+16312120006
Contact Us Now
FREE Mobile Apps:
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us