The objective of this study was to develop a research model that examines direct effects of customer satisfaction and switching costs on customer retention as well as the moderating effect of switching costs on the relationship between customer satisfaction and customer retention on basic and advanced retail Internet banking users in Hong Kong. An online questionnaire was employed as the means ...

It has been observed that people tend to resist changing their software even alternatives are better then the current one. This study examines the user resistance to change in the use of software from the switching costs perspective based on status quo bias theory. For this study, we select Web Browser as software. Based on the classification of switching costs into three groups (psychological,...