Influence of satisfaction, fulfillment, and trust on consumer switching behavior for car service

Abstract

The purpose of the research paper is to find, investigate and
measure the factors which influence the consumer’s decision
to switch service provider of the car. The research paper aims
to focus on building a theoretical model to explain the
consumer’s switching behavior. Work in this paper provides
details views of the relationship among factors like fulfillment,
privacy, satisfaction, trust, commitment, price value,
alternative, social influence, switching cost which impact
consumers switching behavior. A total of 500 randomly
selected consumers were selected as sample and out of that
430 usable samples were used for further analysis. The
structural equation modelling technique was used to
establish the theoretical model. Finding indicate that the,
fulfillment, satisfaction, trust, commitment emerge as a
strong determinant of switching behavior. Social influence is
the least significant factor among all factors. The study is
limited to Ahmedabad city. Theoretical and particle
implication of the findings are discussed.