The differential effects of switching costs and attractiveness of alternatives on customer loyalty

Detalhes bibliográficos
Autor(a) principal: Magalhães, Sara Henriques de Jesus Paninho
Data de Publicação: 2009
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/8416
Resumo: Dissertação apresentada como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de Informação.
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spelling The differential effects of switching costs and attractiveness of alternatives on customer loyaltyEuropean Customer Satisfaction IndexSwitching CostsAttractiveness of AlternativesDissertação apresentada como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de Informação.There is an increasing recognition among marketing scholars and practitioners of the importance of the influence of switching costs and attractiveness of alternatives in the relationship between customer satisfaction and customer loyalty. To date, however, there is a lack of research about the process through which these variables influence the satisfaction-loyalty relationship. This dissertation aims to evaluate the importance of switching costs and attractiveness of alternatives in explaining customer loyalty. Using a revised model of the European Customer Satisfaction Index (ECSI), applied to the banking industry, this study intends to include switching costs as perceived by customers and the attractiveness of alternatives as independent antecedents of customer loyalty and as moderators of the impact of satisfaction on loyalty. Both direct and moderating effects of switching costs and attractiveness of alternatives are tested, using a methodology based on structural equation models. The main findings of this study indicate that both constructs influence loyalty directly and the strength of the satisfaction-loyalty relationship.Coelho, Pedro Miguel Pereira SimõesRUNMagalhães, Sara Henriques de Jesus Paninho2012-12-28T12:26:16Z2009-12-182009-12-18T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/8416enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T03:41:02Zoai:run.unl.pt:10362/8416Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:18:11.158590Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The differential effects of switching costs and attractiveness of alternatives on customer loyalty
title The differential effects of switching costs and attractiveness of alternatives on customer loyalty
spellingShingle The differential effects of switching costs and attractiveness of alternatives on customer loyalty
Magalhães, Sara Henriques de Jesus Paninho
European Customer Satisfaction Index
Switching Costs
Attractiveness of Alternatives
title_short The differential effects of switching costs and attractiveness of alternatives on customer loyalty
title_full The differential effects of switching costs and attractiveness of alternatives on customer loyalty
title_fullStr The differential effects of switching costs and attractiveness of alternatives on customer loyalty
title_full_unstemmed The differential effects of switching costs and attractiveness of alternatives on customer loyalty
title_sort The differential effects of switching costs and attractiveness of alternatives on customer loyalty
author Magalhães, Sara Henriques de Jesus Paninho
author_facet Magalhães, Sara Henriques de Jesus Paninho
author_role author
dc.contributor.none.fl_str_mv Coelho, Pedro Miguel Pereira Simões
RUN
dc.contributor.author.fl_str_mv Magalhães, Sara Henriques de Jesus Paninho
dc.subject.por.fl_str_mv European Customer Satisfaction Index
Switching Costs
Attractiveness of Alternatives
topic European Customer Satisfaction Index
Switching Costs
Attractiveness of Alternatives
description Dissertação apresentada como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de Informação.
publishDate 2009
dc.date.none.fl_str_mv 2009-12-18
2009-12-18T00:00:00Z
2012-12-28T12:26:16Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/8416
url http://hdl.handle.net/10362/8416
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
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