The Moderating Effect Of Switching Cost On The Influence Of Price And Service Quality Towards Switching Intention

DOI

10.2991/icosihess-19.2019.27How to use a DOI?

Keywords

Islamic banking, Sharia compliance, switching intention in bank, CARTER, MRA

Abstract

This study aims to identify the role of switching cost as a moderating variable in the influence of price and service quality on switching intention. It also attempts to answer the current state of Islamic bank customers in Indonesia by using Reinforcement Theory in the context of switching intention by determining whether price, service quality, and switching cost variables play an important role in customer switching intention studies. The sample in this study consists of 239 customers from 5 sharia banks with the highest customer loyalty index in Indonesia. The data were collected through offline and online questionnaires and then analyzed using Moderated Regression Analysis (MRA). The results of this study proved that price and service quality is the main predictor of switching intention of sharia bank customers in Indonesia. In addition, switching costs successfully moderate the effect of service quality on switching intention. This study also discussed the relation to theoretical, methodological and practical issues.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Muhammad Zakiy
PY  - 2019/10
DA  - 2019/10
TI  - The Moderating Effect Of Switching Cost On The Influence Of Price And Service Quality Towards Switching Intention
BT  - Proceedings of the Third International Conference on Sustainable Innovation 2019 – Humanity, Education and Social Sciences (IcoSIHESS 2019)
PB  - Atlantis Press
SP  - 161
EP  - 167
SN  - 2352-5398
UR  - https://doi.org/10.2991/icosihess-19.2019.27
DO  - 10.2991/icosihess-19.2019.27
ID  - Zakiy2019/10
ER  -