Role of customer satisfaction and its impact on customer trust and switching cost to educational mobile apps

Renuga Krishnaraj and Thangaraja Arumugam

International Journal of Knowledge-Based Development, 2025, vol. 15, issue 2, 170-191

Abstract: Educational apps involve creating and using digital programs designed for educational purposes, ranging from interactive learning platforms to tools that promote academic engagement. This study examines the interrelations among customer satisfaction, trust, and switching costs in educational mobile applications. It employs structural equation modeling (SEM) to analyse data from a sample of 102 users acquired by convenience sampling. Data were gathered using a questionnaire that evaluated customer satisfaction, trust, loyalty, and switching costs. SEM results indicate that customer satisfaction substantially influences customer loyalty, with customer trust functioning as a mediating variable and switching costs acting as a moderating component. These results not only add to the existing body of knowledge, but they also have major intellectual and practical implications. The study provides practitioners and society with insights into effective ways to increase consumer loyalty in the competitive landscape of educational technology.

Keywords: educational applications; educational technology; switching costs; customer loyalty; customer satisfaction; customer trust. (search for similar items in EconPapers)
Date: 2025
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