Pengaruh Switching Costs terhadap Customer Retention pada Industri Perbankan di Indonesia

Authors

  • Freddy Simbolon Bina Nusantara University

DOI:

https://doi.org/10.21512/bbr.v2i1.1180

Keywords:

switching cost, customer retention, bank

Abstract

The number of frequent troubles at one bank may cause a decrease of customer trust. Customer will reconsider whether continuing to safe their deposits or moving to other banks. One factor that may influence the customer retention is the switching costs, that are the fee which must be borne by the customer along the transformations of one product to a service or a service to a product or even a certain service to another service. In fact switching costs will not only appear just as a consequence when a transformation is done or appear only as an economic cost. But when one process of transformation happens, many possibilities of cost may arise such as procedural costs, financial loss costs and psychological loss costs. Therefore the correct determination about switching costs might be an important information for customers so that they may consider the relevant costs arise when they decide to move to other banks. If the costs they will have to bear exceeds the benefit they will get, it is expected that they will reconsider to stay faithful and diminish their desire to move to other banks.
Dimensions

Plum Analytics

Author Biography

Freddy Simbolon, Bina Nusantara University

Jurusan Manajement

References

Ahmad, R., & Buttle, F. (2001). Customer retention: A potentially potent marketing management strategy. Journal of Strategic Marketing.

Ang, L., & Buttle, F. (2006). Customer retention management processes: A quantitative study. European Journal of Marketing, Vol. 40, No. 1/2.

Ariyanto, T. (2004). Profil persaingan usaha dalam industri perbankan Indonesia. Perbanas Finance & Banking Journal, Vol. 6, No. 2.

Aydin, S., Ozer, G., Kazan, H., Dogruer, M. C. (2009). The measurement of switching costs as a perception of customers in the Tuskish credit card market. Journal of Electrical and Electronic Engineering, Vol. 9, No. 2.

Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents, and consequences. Academy of Marketing Science Journal, Spring 2003.

Cohen, D., Gan, C., Au Yong, H. H., Cong, E. (2007). Customer retention by banks in New Zealand. Bank and Bank Systems, Vol. 2, No. 1.

Crutchfield, T. N. (2001). The effect of trust and commitment on retention of high-risk professional service customers. Journal of Service Marketing Quarterly, Vol. 22, No. 2.

Gans, J. S. (2008). Issues in competition in retail banking: Comments on switching costs, exit fees and mergers in banking. Melbourne Business School.

Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecomunications Market. Telecomunications Policy 25 (2001) 249- 269.

Gustafsson, A., Johnson, M. D., & Ross, I. (2005). The effects of customer satisfaction, relationship commitment dimensions and triggers on customer retention. Journal of Marketing, Vol. 69.

Gounaris, S. P. (2005). Trust and commitment influences on customer retention: Insight from business to business services. Journal of Business Research, Vol. 58.

Kim, M. K., Park, J. H., Park, M. C. (2003). The effects of switching barriers on customer retention in Korean mobile telecommunication services. Electronic and Telecommunications Research Institute Korea, Information and Communication University.

Kusumastuti, S. Y. (2008). Derajat persaingan industri perbankan Indonesia: Setelah krisis ekonomi. Jurnal Ekonomi dan Bisnis Indonesia, Vol. 23, No. 1.

Matthews, C. (2009). Switching costs in banking: The regulatory response. Departement of Economic and Finance, Massey University.

Palitati, A. (2007). Pengaruh nilai pelanggan, kepuasan terhadap loyalitas nasabah tabungan perbankan di Sulawesi Selatan. Jurnal Manajemen dan Kewirausahaan, Vol. 9, No. 1, Maret 2007.

Purnomo, H. (2008). Efek switching cost terhadap intention to switch dalam jasa telekomunikasi. Jurnal Bisnis dan Manajemen, Vol. 8, No. 2.

Ranaweera, C., & Prabhu, J. (2003). On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth. Journal of Targetting, Measurement and Analysis for Marketing, Vol. 12, No.1.

Setiadi, N. J. (2010). Perilaku konsumen. Jakarta: Prenada Media Group.

Suhardi, G. (2006). Faktor-faktor yang mempengaruhi kepercayaan dan loyalitas nasabah perbankan

di Surabaya. Jurnal Kinerja, Vol. 10, No. 1.

Wong, C. B. (2011). Perceptions of customer satisfaction, switching costs and customer retention: An empirical study of basic and anvanced internet banking users in Hong Kong. Global Journal of Management and Business Research, Vol. 11, No.2.

Downloads

Published

2011-12-01
Abstract 630  .
PDF downloaded 1082  .