Title :
Empirical study on customer switching costs influence factors of online shopping
Author :
Quanen, Ma ; Wenqing, Yan
Author_Institution :
School of Economy and Management, Xi´´an University of Technology, Xi´´an, China
Abstract :
Numerous studies show that switching costs have an impact on customer loyalty as an important factor, so the customer switching cost has become a hot spot. Many scholars had depth research on the role of switching costs and customer loyalty, and few people are concerned about the antecedents influence factors of switching costs. The research is based on the background of the Internet-online shopping, using multiple regression analysis and empirical analysis, research results showed that the factors that affect the switching costs is product complexity, irreplaceable, online empathy and credibility. And different factors influence on the different levels of switching costs. Through the effective control of these pre-factors, we can help enterprises to improve the customer switching costs, ultimately to maintain the customer loyalty.
Keywords :
Complexity theory; Economics; Educational institutions; Equations; Mathematical model; Regression analysis; Switches; customer loyalty; customer switching costs; influence factors;
Conference_Titel :
E -Business and E -Government (ICEE), 2011 International Conference on
Conference_Location :
Shanghai, China
Print_ISBN :
978-1-4244-8691-5
DOI :
10.1109/ICEBEG.2011.5881780