Title: The impact of service quality and switching cost on customer loyalty in information asymmetric services

Authors: Chung-Tzer Liu

Addresses: Department of Business Administration, Soochow University, 56 Kuei Yang St., Sec. 1, Taipei, Taiwan 100, ROC

Abstract: The objective of this study is to understand the factors that affect customer loyalty when there is information asymmetry between service providers and consumers. Three constructs of service quality are used to examine the direct effect and the interaction effect of the switching cost on customer loyalty under three different types of service industries. From the 280 successfully collected samples, this study finds that the switching cost is most significant for search services. It is also found that the effects of service quality on customer loyalty vary when the information asymmetry between service providers and consumers is taken into consideration.

Keywords: service quality; switching cost; customer loyalty; information asymmetry.

DOI: 10.1504/IJIEM.2008.018310

International Journal of Internet and Enterprise Management, 2008 Vol.5 No.3, pp.237 - 251

Published online: 15 May 2008 *

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