Access Convenience of Competitor: The Insulating Effects of Service Quality and Satisfaction on Switching Intent

The study investigates the effects of service quality perceptions and satisfaction with the current service provider on a customer's intent of switching to a more conveniently located competitor. Data were collected from 250 clients of a people-based service. The results suggest, as perceived l...

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Veröffentlicht in:Services marketing quarterly 2006-10, Vol.28 (2), p.41-55
1. Verfasser: Leisen, Birgit
Format: Artikel
Sprache:eng
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Zusammenfassung:The study investigates the effects of service quality perceptions and satisfaction with the current service provider on a customer's intent of switching to a more conveniently located competitor. Data were collected from 250 clients of a people-based service. The results suggest, as perceived levels of satisfaction increase, the less likely the customer is going to switch to a more conveniently located competitor and, hence, the more loyal he or she remains. The results also suggest that the impact of service quality on a customer's propensity to switch is mediated by satisfaction. This research supports service quality and satisfaction as important switching barriers even when the competitor is more conveniently located.
ISSN:1533-2969
1533-2977
DOI:10.1300/J396v28n02_03