A conceptual model of customer behavioral intentions: moderating effects of switching barriers and social ties
Service quality and customer satisfaction are believed to affect customer behavior. On that basis, research related to service quality and customer satisfaction whether in manufacturing or services sector continued to gain great attention among social science researchers and academicians. One of the...
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my.utm.404402019-03-05T01:38:29Z http://eprints.utm.my/id/eprint/40440/ A conceptual model of customer behavioral intentions: moderating effects of switching barriers and social ties Mat Dawi, Norazryana Jusoh, Ahmad Md. Nor, Khalil HD28 Management. Industrial Management Service quality and customer satisfaction are believed to affect customer behavior. On that basis, research related to service quality and customer satisfaction whether in manufacturing or services sector continued to gain great attention among social science researchers and academicians. One of the main research focus in marketing field is to get a better understanding in the dynamic relationship between service quality and customer satisfaction and their impact on customer behavior. The effect of switching barriers imposed by service provider to the relationship between customer satisfaction and customer behavioral intentions has received a considerable attention but it is still in the matter of debate. Review of the literature showed a little research has been done to measure the effect of social switching barrier as a result from interaction between customers who share same service. This paper proposed a conceptual framework which explained how the concept of switching barriers and social ties moderating the relationship between customer satisfaction and customer’s behavioral intentions in a pay TV setting. The findings of this article would provide important implications to the service provider. More importantly, based on the obtained results, service provider can enhance performance by improving the current strategies on customer relationship management. Penerbit UTM Press 2013 Article PeerReviewed application/pdf en http://eprints.utm.my/id/eprint/40440/1/NorazryanaMatDawi2013_AConceptualModelofCustomerBehavioral.pdf Mat Dawi, Norazryana and Jusoh, Ahmad and Md. Nor, Khalil (2013) A conceptual model of customer behavioral intentions: moderating effects of switching barriers and social ties. Jurnal Teknologi, 64 (3). pp. 29-33. ISSN 0127-9696 https://jurnalteknologi.utm.my/index.php/jurnalteknologi/article/view/2261 |
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HD28 Management. Industrial Management Mat Dawi, Norazryana Jusoh, Ahmad Md. Nor, Khalil A conceptual model of customer behavioral intentions: moderating effects of switching barriers and social ties |
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Service quality and customer satisfaction are believed to affect customer behavior. On that basis, research related to service quality and customer satisfaction whether in manufacturing or services sector continued to gain great attention among social science researchers and academicians. One of the main research focus in marketing field is to get a better understanding in the dynamic relationship between service quality and customer satisfaction and their impact on customer behavior. The effect of switching barriers imposed by service provider to the relationship between customer satisfaction and customer behavioral intentions has received a considerable attention but it is still in the matter of debate. Review of the literature showed a little research has been done to measure the effect of social switching barrier as a result from interaction between customers who share same service. This paper proposed a conceptual framework which explained how the concept of switching barriers and social ties moderating the relationship between customer satisfaction and customer’s behavioral intentions in a pay TV setting. The findings of this article would provide important implications to the service provider. More importantly, based on the obtained results, service provider can enhance performance by improving the current strategies on customer relationship management. |
format |
Article |
author |
Mat Dawi, Norazryana Jusoh, Ahmad Md. Nor, Khalil |
author_facet |
Mat Dawi, Norazryana Jusoh, Ahmad Md. Nor, Khalil |
author_sort |
Mat Dawi, Norazryana |
title |
A conceptual model of customer behavioral intentions: moderating effects of switching barriers and social ties |
title_short |
A conceptual model of customer behavioral intentions: moderating effects of switching barriers and social ties |
title_full |
A conceptual model of customer behavioral intentions: moderating effects of switching barriers and social ties |
title_fullStr |
A conceptual model of customer behavioral intentions: moderating effects of switching barriers and social ties |
title_full_unstemmed |
A conceptual model of customer behavioral intentions: moderating effects of switching barriers and social ties |
title_sort |
conceptual model of customer behavioral intentions: moderating effects of switching barriers and social ties |
publisher |
Penerbit UTM Press |
publishDate |
2013 |
url |
http://eprints.utm.my/id/eprint/40440/1/NorazryanaMatDawi2013_AConceptualModelofCustomerBehavioral.pdf http://eprints.utm.my/id/eprint/40440/ https://jurnalteknologi.utm.my/index.php/jurnalteknologi/article/view/2261 |
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13.160551 |