• The Journal of the Korea Contents Association
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• v.13 no.10
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• pp.452-460
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• 2013

Nowadays IT service users meet various new IT services and are considering a switch into a new IT service. IT service providers are also developing the strategies to retain and expand their customer base. Studies on switching intention have been one of the most interesting topics in the on-line and off-line markets. In this paper we investigate the factors influencing the IT service switching intention. Our research model includes the relationship between 'switching intention' and 'habit', 'alternative attractiveness', 'present service satisfaction'. In addition, we try to find the effect that 'habit' and 'alternative attractiveness' give to 'switching intention' through 'present service satisfaction'. Finally, the moderating effects of 'switching cost' are examined. This empirical paper proves that 'habit' and 'present service satisfaction' give effects to 'switching intention', and 'alternative attractiveness' give the indirect effects to 'switching intention'. In addition, 'switching cost' has the moderating effects between 'switching intention' and 'habit'.

• Asian Journal of Business Environment
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• v.11 no.3
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• pp.5-19
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• 2021

Purpose: The purpose of this research is to study the role of life satisfaction, quality consciousness, and religiosity, which are integrated with the TRA Model to explain the switching intention of Muslim consumers to use Halal Cosmetics and Personal Care (HCPC). The second purpose is to investigate the relationship between variables used in this study to provide recommendations to HCPC producers about Muslim consumer behavior in the market. Research design, data, and methodology: The target population in this study is Muslims who live in Greater Jakarta. Data collection is carried out by the self-administered survey method based on the Purposive sampling technique, and the questionnaire is distributed online. The statistical analysis to test the research hypotheses is the Partial Least Squares - Structural Equation Model (PLS-SEM). Results: Life satisfaction, product quality consciousness, and religious commitment have a significant effect on attitude to switching but do not significantly influence the intention of switching to use HCPC. Conclusions: Life satisfaction, quality consciousness, and religiosity that represent individual factors indirectly affect the intention to switch to use HCPC. Thus, religious commitment influences attitude to switching both directly and indirectly.

• Journal of Information Technology Services
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• v.14 no.1
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• pp.145-158
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• 2015

Currently, Social Commerces have increasingly gained popularity with the growth of Social Network Services (SNS). As the applications of smartphones are being applied in widespread areas, social commerces in the smartphone environment have entered a new chapter. The applications of social commerces on smartphones are widely used, which has increased the market share of social commerces exponentially. Thus, we tried to find out factors which may affect the user acceptance of social commerces in the smartphone environment. We develop a research model to examine how social commerces in the smartphone environment are accepted by users based on the academic factors-switch costs, trend-seeking tendency, richness in media. The theoretical model is validated through an survey of social commerce users in the smartphone environment from the undergraduates and the graduates in Seoul, Korea. The structural equation analysis is conducted based on the partial least square (PLS) approach. The results reveal that the switch cost will have positive mediating influences to the intention to use social commerce in the smartphone environment. We also find that the perceived usefulness of the smartphone is affected by the media richness. The results also suggest that the trend-seeking tendency has no influences to the users of social commerces in the smartphone environment. Also, theoretical and practical implications are discussed. The findings are believed to increase our understanding an interesting mobile phenomenon, as well as making contributions.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.1 s.160
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• pp.85-94
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• 2007

This study analysed the structural relationship of customer satisfaction and behavioral intentions for service quality. Service quality factors were defined as tangibles, reliability, responsiveness, assurance, and empathy. Behavioral intentions were defined as loyalty and brand switch. A LISREL model was used to develop dimensions of service quality and to investigate the structural relationship between overall service quality, customer satisfaction and behavioral intentions on department stores. The results and implications are that there is a significant relationship between service quality and overall satisfaction. Furthermore, a significant relationship exists between overall satisfaction and behavioral intentions. This study also shows that overall service quality affects customer satisfaction and behavioral intention.

• International Journal of Quality Innovation
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• v.8 no.1
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• pp.27-39
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• 2007

In this study, we investigated the effects of service quality on customer satisfaction in education service industry, focusing on the opinion of dissatisfied customers who have decided to switch the service provider. Additionally, in professional service industries such as law, hospital, and education, customers expect visible results which are often ignored in earlier service quality studies. Customer's comprehensive assessment of the professional service depends on both process quality experienced during service delivery and service result perceived after service delivery. The hypotheses on the causal relationships among service quality, customer satisfaction, intention to switch service provider, and service performance were tested by using Structural Equation Model.

• Journal of Industrial Convergence
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• v.20 no.12
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• pp.11-25
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• 2022

In this study, we want to verify the factors that affect the intention to switch to a supply chain management information system applied with blockchain. To this end, variable selection and research model were constructed through the review of previous studies, and empirical analysis was conducted using the TOE framework and PPM model. The effects of Push and Pull factors on the intention to switch to the block chain system and the moderating effect through the switching cost which is a Mooring factor, were verified. The hypothesis was verified using a structural equation model using a sample of 320 response data by conducting a questionnaire survey on small and medium-sized enterprises located in Korea. As a result of the study, social influence, which is a push factor, and management's will to innovate, which is a Pull factor, had a significant effect on switching intention. And the moderating effect between the groups with high and low switching cost recognition was confirmed. This study is significant in that it presents the concept and research direction of SCBM (supply chain & blockchain management) that can enhance the competitiveness of a company through the implementation of a blockchain-based supply chain management information system.

• Asia pacific journal of information systems
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• v.29 no.2
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• pp.248-267
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• 2019

As merging online and offline channels into one single platform, individuals could easily and frequently switch between online and offline channels. In order for understanding such unique behaviors, this study attempts to explore why and how consumers choose their channels to search and purchase a product. We have drawn on multiple theories that have been used to explain individuals' judgment and decision making (i.e., construal level theory and regula-tory focus theory) in order to develop and tested two-way ANOVA based models of how both regulatory focus (e.g., promotion vs. prevention) and product types (e.g., experience goods vs. searching goods) including the psychological distance cue separately and jointly affect individuals' channel selection behavior (e.g., intention to use single channel vs. intention to use cross-channels). Our results have indicated that consumers with promotion-focus are more likely to use a single channel in experience goods rather than in searching goods when there exists the psychological cue. Based on our findings, the implication for both research and practice are discussed.

• Korea Trade Review
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• v.47 no.6
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• pp.21-37
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• 2022

This study sought to look at why Facebook and Twitter, which have dominated the social media market, are moving away from other services. To this end, we sought to identify the causes of churn in terms of firm-level strategic direction and resource allocation, which have not been actively presented to the studies. For this purpose, this study divides the social media firm's strategies into horizontal expansion strategy and vertical integration strategy based on the existing reports and researches, and how each of the representative firms' strategies affects users' switching behavior. As a result, there was a significant difference in the strategic direction of the social media firm, when a horizontal expansion strategy is taken, user's switching intention is higher than when a vertical integration strategy is taken. In addition, the switching intention according to the level of dependence showed that the lower the dependence on social media, the higher the intention to switch to other media. The findings are expected to provide highly realistic and concrete strategic alternatives for a variety of economic actors, such as individuals and companies who want to do business using social media.

• Journal of Korea Society of Digital Industry and Information Management
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• v.19 no.1
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• pp.57-76
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• 2023

This study analyzes the factors and effects on the users' intention to switch from contact center-oriented to AI chatbot-oriented customer services by combining Push-Pull-Mooring Model and provides insights for companies considering the adoption of AI chatbots. To test the model, we surveyed users with experience using chatbots at least once across different age groups. Finally, we analyzed 176 cases for the analysis using IBM SPSS Statistics and SmartPLS 4.0. The results of hypotheses testing rejected the hypotheses for variables of inconsistent quality and low availability of push factors and low switching cost of mooring factor while accepting the hypotheses for the tardy response of push factors and all pull factors. Therefore, these findings provide important implications for researchers and practitioners who wish to conduct research or adopt AI chatbots. In conclusion, users do not feel inconvenienced by the contact center-oriented service but also perceive high trust and convenience with AI chatbot-oriented service. However, despite low switching costs, users consider chatbots a complementary tool rather than an alternative. So, companies adopting AI chatbots should consider what features the users expect from AI chatbots and facilitate these features when implementing AI chatbots.

• Journal of Korea Society of Industrial Information Systems
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• v.19 no.6
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• pp.131-150
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• 2014

This study investigates factors, which affect subjective judgment of Smartphone users when they switch to a new product or other mobile carrier, and examine a relationship between switching intention and switching expected performance through users of in Korea and China. The results of the study showed that switching intention is positively associated with switching expected performance in both Korean and Chinese users. Brand reliability, functional quality, and general climate for Smartphone business have a significant impact on switching intention in both countries. In addition, personal innovation has a significant impact on switching intention of Korean users but Chinese. However, content quality has the effect on switching intention of Chinese user but Korean. This study provides useful strategies for switching behavior of Smartphone users of two different countries in the mobile industry.