The impact of web-based service on switching cost: evidence from Thai internet banking

Abstract

This study explored corporate customers' perceptions toward the benefits and barriers of web-based service in the context of Thai Internet banking, and examined the impact of the benefits and barriers on the overall customer relationship to the bank and switching cost. The survey results from corporate customers show that web benefits do enhance… (More)
DOI: 10.1145/1089551.1089555

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