RIS ID
15046
Abstract
Switching costs has been recognised as a primary reason why dissatisfied customers stay with their suppliers. While a validated multidimensional scale of switching costs exists in a business-to-consumer context, there has been little empirical research effort devoted to operationalising different types of switching costs in business service relationships. This research strives to develop a model taking into consideration the various types of switching costs. Data was collected online from 453 Australian businesses using a key informant approach. While the initial Exploratory Factor Analysis (EFA) failed to produce the hypothesised six-factor model, a re-run of EFA identified a five-factor model, with Confirmatory Factor Analysis (CFA) demonstrating good fit statistics. The model has been empirically tested for unidimensionality, reliability and validity using CFA.
Publication Details
This paper was originally published as: Yanamandram, V & White, L, Exploratory and confirmatory factor analysis of the perceived switching costs model in the business services sector, Australia and New Zealand Marketing Academy Conference (ANZMAC 2006), Brisbane, Queensland, 4-6 December 2006.