TY  - JOUR
AB  - Examines determinants of service loyalty under the assumption that consumers perform a cost/benefit analysis when deciding whether or not they want to be “regular customers”. It develops potential determinants of service loyalty based on the service quality, transaction cost, and switching cost literature, and estimates their relative influences with survey data from customers currently using banks and travel agencies. The results indicate that, in addition to service quality perceptions, transaction/switching cost factors have a significant impact on service loyalty. Implications of the results are discussed.
VL  - 15
IS  - 2
SN  - 0887-6045
DO  - 10.1108/08876040110387917
UR  - https://doi.org/10.1108/08876040110387917
AU  - Lee Moonkyu
AU  - Cunningham Lawrence F.
PY  - 2001
Y1  - 2001/01/01
TI  - A cost/benefit approach to understanding service loyalty
T2  - Journal of Services Marketing
PB  - MCB UP Ltd
SP  - 113
EP  - 130
Y2  - 2024/04/26
ER  -