Retention · Customer survey with structural modeling.
The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services
Telecommunications Policy · 2007
Summary
Satisfaction and switching barriers both support loyalty, but barriers operate distinctly from genuine satisfaction.
For your marketing
Possible founder application
Separate healthy retention (value) from lock-in; quantify migration effort and offer export/integration paths to earn trust.
Reported result
What the study found
Satisfaction and switching barriers both support loyalty, but barriers operate distinctly from genuine satisfaction.
Research question
What the authors investigated
How do satisfaction and switching barriers affect loyalty?
Design
Customer survey with structural modeling.
Sample and setting
Korean mobile telecommunications subscribers.
Scope and transfer
Limitations to keep in view
Consumer telecom market; context and cross-sectional data limit transferability.
Research sources
Publisher abstract/metadata retrieved from the DOI landing page; design and finding summarized from that abstract.