• Korean Journal of Human Ecology
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• v.21 no.6
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• pp.1173-1184
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• 2012

This study estimates a structural model to examine the causal relationships among web browsing, switching cost, and site retention in the context of apparel shopping website. A total of 499 usable questionnaires were obtained from consumers aged from 20 to 49 years. For data analysis, exploratory factor analysis, confirmatory factor analysis and structural model were used. The result showed that consumer's perceived switching costs consisted of three factors: relationship cost, search cost and benefit loss cost. In estimated structural model, the relationship cost was influenced by leisure browsing; the search cost was influenced by informational browsing and leisure browsing; the benefit loss cost was influenced by leisure browsing. Especially, the leisure browsing was the most highly related to the benefit loss cost, and followed by relationship cost and search cost. However, hedonic browsing was not significantly related the factors of switching costs. The search costs significantly affected customer's intentions for site retention. A managerial implication was discussed for e-retailers in order to develop strategic switching costs in building long-term relationships with web browsers on the apparel shopping websites.

• Culinary science and hospitality research
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• v.17 no.5
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• pp.139-153
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• 2011

The study is a hotel firm's brand evidence on the switching and relational performance by identifying a causal relationship to the differentiated and competitive was to provide useful information. Units of samples for evidence of brand switching hotels in Seoul participated in surveys customers in 2011, from June 10 to 20 July 2011 for a total of 500 copies for distribution and the Department of dual 408 with SPSS 18.0 and AMOS 18.0 Using factor analysis and reliability verification carried out, and presented research in order to test the hypothesis covariance structure analysis was performed. Analysis, employee services switching barriers and switching costs showed no significant affect. Switching barriers and switching costs, brand name, image congruence transition castle wall and switching costs, alternative attractiveness showed no significant visible results. And perceived price on switching barriers to conversion rates showed was significant affect. Second, switching barriers, switching costs, alternative attractiveness and that the relationship, to help conversion of non-financial performance showed no significant affect. Third, the practitioner services, brand names, images, match the castle there, and non-financial performance of the transition showing a statistically significant result was found.

• The Journal of the Korea Contents Association
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• v.8 no.9
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• pp.259-273
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• 2008

This study aims to identify of customer features control the effect on revisit intention and switching intention. The statistical techniques used for this empirical analysis are frequency analysis, technology analysis, reliability analysis, factor analysis, confirmatory factor analysis along with path analysis and moderate regression analysis, which are based on structural model From the effect that customer features control the effect on switching barrier by switching intention, travel agencies has a control effect on 'financial switching costs' and 'relational switching costs', and airlines show they have control effect on 'relational switching costs.' In diversity pursuit factors, 'financial switching costs' and 'attractiveness of alternatives' have a meaningful control effect for travel agencies customers, while 'procedural switching costs' for airlines customers. In the analysis result of the effect that customer features control the effect on revisit intention by switching intention, 'percept' and 'diversity pursuit' have a meaningful control effect in travel agencies customers and airlines one, respectively.

• Journal of the Korean Society of Food Culture
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• v.27 no.1
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• pp.19-29
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• 2012

The purpose of this study was to understand interrelationships among switching costs, customer satisfaction, and switching intent in a family restaurant. Based on a total of 427 customers obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of five hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model (SEM). The proposed model provided an adequate fit to the data, ${\chi}^2$=137.881 (df=50); p< .001; CMIN/df 2.758; GFI= .947; AGFI= .919, NFI= .965; IFI= .978; TLI= .970; CFI= .978; RMR= .047; RMSEA= .064. The results showed that switching cost (${\beta}$= .123) in a family restaurant had a positive (+) influence upon customer satisfaction. Further, switching cost had a significantly negative (-) effect on switching intent (${\beta}$= -.414). In addition, there were moderating effects related to customer knowledge and variety seeking orientation in terms of the causal relationships between switching costs, customer satisfaction, and switching intent. Limitations and future research directions are also discussed.

• The Journal of Information Systems
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• v.25 no.1
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• pp.183-200
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• 2016

Purpose Although many users change their smartphone, most may be inclined to continue using incumbent smartphone series instead of switching to new brands. Brand loyalty and switching costs are major determinants of inclinations toward incumbent smartphones. This study addresses the research question, "what roles brand loyalty and switching costs play in the purchase of new smartphones?". Design/methodology/approach A research model consisting of six hypotheses for explaining purchase intentions toward new smartphone was proposed considering inclinations toward incumbent brands. The research model was empirically tested based on purchase intentions toward the LG smartphone brand G4, employing a sample of 177 university students in Korea. The data were analyzed using the PLS technique. The results provide support for all hypotheses. Findings First, perceived inclinations toward incumbent smartphone, brand loyalty and switching costs, explained the purchase of new smartphones as well as the perception of new smartphone. Second, brand loyalty was found to play the role of moderator between switching costs and relative advantage in the purchase of new smartphone. Third, perceived aesthetics and price value had considerable influence on the purchase of brand-new smartphone.

• Proceedings of the Korea Contents Association Conference
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• 2008.05a
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• pp.426-430
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• 2008

Most organizations recognize customer satisfaction as one of the most essential factors that ensure their success and prosperity. Many corporations realize that they can make their revisit their store and/or reuse their products and services by fulfilling customer satisfaction. The switching costs draw much attention from the managers and marketing experts as one of the key factors that have an considerable effect on customer loyalty. The purpose of this study is to understand the role of switching costs, and analyses the effects of corporate image on customer Loyalty according to switching costs and the structural relationship among these factors. The findings of the study provide integrated theoretical framework of switching costs and it's antecedents. And this study can be used as a marketing strategic tool to deter customer defection with help of a rewarding program to increase the benefits of customer retention.

• Journal of Information Technology Applications and Management
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• v.11 no.1
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• pp.69-82
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• 2004

The role of switching costs in customer retention has been posited, but has not been subjected to rigorous empirical testing. Therefore, our main focus is on the factors that influence whether consumers will have intention to switch or stay with an incumbent technology (e.g., MS-Windows). Based on consumer survey with MS-Windows users, we find empirical support for the link between the existence of compactible software, consumer's expertise in MS-Windows and intention to stay with MS-Windows. Specifically, switching costs are found to be positively associated with the existence of compatible software. Further, the lack of expertise in MS-Windows on the part of consumers tends to increase the likelihood that they will rely on current MS-Windows, rather than switch to other alternative operating systems.

• Korean Management Science Review
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• v.25 no.2
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• pp.57-71
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• 2008

We study factors that affect consumers' switching behaviors among service providers in Korean mobile telecommunications service market. For empirical analysis, quarterly time series data from the first quarter of 2004 through the second quarter of 2007 were used. We chose the number of switchers to each mobile service provider in each quarter as dependent variables. Independent variables include acquisition costs per subscriber, which play the role of subsidy to mobile handset, switching costs, time trend, structural change effect, and waiting demand effects. Through the empirical analysis, we found that each provider's churn-in customers are affected by different factors. Specifically, the number of churn-in customers into SK Telecom is explained mainly by SK Telecom's customer acquisition costs and waiting demand from KTF, while the number of customers switching into KTF is better explained by switching costs from the previous service provider and waiting demand from SK Telecom. Those who chose LG Telecom as their new provider, on the other hand, were mainly attracted by LG Telecom's high subscriber acquisition cost.

• Journal of the Korean Operations Research and Management Science Society
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• v.37 no.1
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• pp.89-104
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• 2012

As the generalization of using computer and the internet, most people, who would decide the acceptance of new information technology (IT), may consider the current systems which have been used so far. The objective of this study was to analyze the relationships between technology acceptance model (TAM) and the switching costs which may incur during switching from the current system into another on. For this purpose, this study suggested the hypotheses, in which continuity cost and setup cost, two types of switching costs in IT adoption, would influence perceived usefulness and perceived ease of use respectively. Moreover, the moderation effects of system types, hedonic system and utilitarian system, on the relationships between switching costs and TAM, were also suggested as the hypotheses. In order to prove the validity of the hypotheses, two groups were surveyed. Before surveying, to the one group who were believed to be a user of 'Cyworld', a new blog service, Naver Blog, was introduced. Similarly, to another group, Google Docs was introduced. The analysis by Partial Least Square (PLS) approach showed that most hypotheses in this study were statistically supported.

• Journal of Digital Convergence
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• v.15 no.3
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• pp.87-98
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• 2017

As the market for coffee chains becomes fierce, it is important for coffee chains to establish an enduring relationship with customers and encourage them to revisit their stores. Thus, it becomes important to understand consumers' repurchase decision-making mechanisms in the context of coffee chains. Customer satisfaction, perceived switching costs, and regret were considered as the main factors of customers' repurchase intentions. Especially, the effect of regret experience of coffee chains on consumers' repurchase decision was examined. In addition, coffee quality, physical environment quality, service encounters performance, and brand trust were considered as attributes of coffee shop selection, and their effects on customer satisfaction and perceived switching cost were investigated. The results of the study showed that customer satisfaction and perceived switching costs had a positive effect on repurchase intention, while regret had a negative effect on repurchase intention. Coffee quality and physical environmental quality had no significant effect on customer satisfaction and perceived conversion cost. Service encounter performance had a significant impact on perceived switching costs alone. Brand trust had a significant impact on both customer satisfaction and perceived switching cost.