THE RELATIONSHIPS BETWEEN CONSUMER ATTITUDES TO THE COMPLAINT AND SWITCHING COST: A STUDY ON BANKING INDUSTRY

Volkan OZBEK; Sule SAHİN; M. Emin AKKİLİC; Fatih KOC

doi:https://doi.org/10.17261/Pressacademia.2017.410

Makale detayları

THE RELATIONSHIPS BETWEEN CONSUMER ATTITUDES TO THE COMPLAINT AND SWITCHING COST: A STUDY ON BANKING INDUSTRY

Yazarlar:

Volkan OZBEK | Sule SAHİN | M. Emin AKKİLİC | Fatih KOC

Yayıncı:

PressAcademia

Ana Başlıklar:

Sosyal Bilimler

Dergi:

PressAcademia Procedia 2017 Vol.3 Issue 1, pp.246-256

Belge Tipi:

Makale

Yayın Tarihi:

6/2017

Belge Dili:

Türkçe

Document ID (Org No.):

2000776171

Sıklık:

Üç Yıllık

eISSN:

2459-0762

DOI:

https://doi.org/10.17261/Pressacademia.2017.410

Özet:

 


It could be
considered that switching cost will be decreased when compliant attitude toward
a firm or products of a firm increased. From this point of view, the main aim
of this study is to reveal possible effects of bank customers’ attitudes
towards complaint on switching cost. In the scope of the study, attitudes
toward complaint examined as two dimensions, and switching cost as five
dimensions. The data of the research was gathered in the scope of a field study
performed with survey method that implemented on 340 participants determined
with convenience sampling among bank customers in Saruhanlı district of Manisa.
As a result of data analysis, it is determined that personal complaints as a
dimension of attitudes toward complaint has a negative effect on four
dimensions of switching cost (financial, uncertainty, learning, and relational
costs) except setup cost. In addition, it is identified that social complaints,
another dimension of attitudes toward compliant, has negative effect on four
dimensions of switching cost except financial cost. With the increase in
attitude to the complaint, switching cost is decreasing. Therefore, the
intention of consumers to change the firm will increase. The study was
concluded with some suggestions to academicians and practitioners.  





 


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Makale detayları

THE RELATIONSHIPS BETWEEN CONSUMER ATTITUDES TO THE COMPLAINT AND SWITCHING COST: A STUDY ON BANKING INDUSTRY

Yazarlar: Volkan OZBEK | Sule SAHİN | M. Emin AKKİLİC | Fatih KOC

Yayıncı: PressAcademia

Ana Başlıklar: Sosyal Bilimler

Dergi: PressAcademia Procedia 2017 Vol.3 Issue 1, pp.246-256

Belge Tipi: Makale

Yayın Tarihi: 6/2017

Belge Dili: Türkçe

Document ID (Org No.): 2000776171

Sıklık: Üç Yıllık

eISSN: 2459-0762

DOI: https://doi.org/10.17261/Pressacademia.2017.410

Sayı

Yazarlar:

Volkan OZBEK | Sule SAHİN | M. Emin AKKİLİC | Fatih KOC

Yayıncı:

PressAcademia

Ana Başlıklar:

Sosyal Bilimler

Dergi:

PressAcademia Procedia 2017 Vol.3 Issue 1, pp.246-256

Belge Tipi:

Makale

Yayın Tarihi:

6/2017

Belge Dili:

Türkçe

Document ID (Org No.):

2000776171

Sıklık:

Üç Yıllık

eISSN:

2459-0762

DOI:

https://doi.org/10.17261/Pressacademia.2017.410