Impact of Switching Cost on Customer Satisfaction and Customer Retention for Internet Banking Services

IMPACT OF SWITCHING COST ON CUSTOMER SATISFACTION
AND CUSTOMER RETENTION FOR INTERNET BANKING
SERVICES:
A STUDY BASED ON SRI LANKAN COMMERCIAL BANKS.

BY

N. M. GOONETILLEKE
(2009/MISM/10)
Submitted in accordance with the requirements for the degree of

MASTERS IN INFORMATION SYSTEMS MANAGEMENT
AT THE
UNIVERSITY OF COLOMBO

SUPERVISOR: DR. ANURA KARUNANAYAKE
SEPTEMBER 2011

TABLE OF CONTENTS

Page No

Declaration

ii

Acknowledgment

iii

Abstract

iv

Table of Contents

v

List of Tables

viii

List of Figures

ix

List of Abbrevations

x

i

DECLARATION
I do hereby, certify that this Dissertation does not incorporate without acknowledgement any material previously submitted for the Degree or Diploma in any University, and to the best of my knowledge and belief it does not contain any material previously published or written by another person except where due reference is made in the text

The undersigned, has supervised the dissertation entitled ‘Impact of Switching Cost on
Customer Satisfaction and Customer Retention for Internet Banking Services: A study based on Sri Lankan Commercial Banks.’ Presented by N M Goonetilleke, a candidate for the degree of Masters in Information Systems Management, and I do hereby, certify that, in my opinion, it is worthy of submission for examination.

ii

ACKNOWLEDGMENT
I would like to acknowledge the following individuals and banks that have rendered help in this research:
The first person I would like to thank is my supervisor, Dr. Anura Karunanayake; without his great support, I would not have finished this research on time. He has provided me very good guidance and statistical knowledge in completing this study successfully.
I feel a deep sense of gratitude to my course coordinator, Dr. Chaminda Jayasundara; for coordinating the Masters in Information Systems Management program. He helped me a lot on finalizing my research topic and to get the

References: Kalakota, R. and Whinston, A. (1996) Frontiers of Electronic Commerce, Reading, MA: Addison Wesley Ranaweera, C. and Prabhu, J. (2003) The Influence of Satisfaction, Trust and Switching Barriers on Customer Retention in a Continuous Purchasing Setting, International Journal of non-Internet settings (Lee et al., 2001; Ranaweera and Prabhu, 2003). But later very few tests were done for Internet Banking context