Which Does Drive Switching Costs in Retail Banking Industry; Openness to Experience or Services Quality?

Mohammad A Al-hawari ()
Additional contact information
Mohammad A Al-hawari: University of Sharjah

No 3406013, Proceedings of Business and Management Conferences from International Institute of Social and Economic Sciences

Abstract: The major aim of this study is to investigate and compare the influence of service quality and openness to experience on customers switching costs. Self-administrated survey was used to collect data from bank customers in the UAE. Structural Equation Modeling (SEM) using AMOS.20 was used to test for the hypothesized relationship. The results showed that service quality has a positive and significant relationship with switching costs. However, the personality traits of openness to experience had a negative and significant relationship with switching costs. Bank managers should not keep a higher level of service quality regardless of the type of customers? personality of openness to experience. Bank managers need to investigate the level of this personality in order for them to identify the relational oriented customers

Keywords: Services Quality; Openness to experience; Switching Costs; Banks (search for similar items in EconPapers)
JEL-codes: M31 M39 (search for similar items in EconPapers)
Pages: 7 pages
Date: 2016-04
New Economics Papers: this item is included in nep-ara and nep-pay
References: View complete reference list from CitEc
Citations:

Published in Proceedings of the Proceedings of the 3rd Business & Management Conference, Lisbon, Apr 2016, pages 1-7

Downloads: (external link)
https://iises.net/proceedings/3rd-business-managem ... =34&iid=001&rid=6013 First version, 2016

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:sek:ibmpro:3406013

Access Statistics for this paper

More papers in Proceedings of Business and Management Conferences from International Institute of Social and Economic Sciences
Bibliographic data for series maintained by Klara Cermakova ().