The Impact of Customer Satisfaction on Intention To Switch in Remittance Companies in Taiwan

• Main Author: Andi Azhar
• Other Authors: Massoud Moslehpour
• Format: Others
• Language: en_US
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/et7d74

碩士 === 亞洲大學 === 經營管理學系 === 102 === When it comes to the largest number of Indonesian migrant worker population, Taiwan takes the third place in the world. During the past ten years the number of migrant workers in Taiwan has been steadily increasing, the volume of remittances and the number of remittance companies have also been on the rise. However, studies regarding Indonesia customer satisfaction of remittance companies in Taiwan is still rare. The aim of this study is to investigate the factors influencing remittance companies customer satisfaction and its impact on intention to switch. This study uses a quantitative research design and investigates the relationship among research constructs using the survey as its method of data collection. The research subjects of this study were Indonesian customers of remittance companies in Taiwan. A total of 477 Indonesian migrant workers participated in the survey. This study uses Structural Equation Modeling (SEM) to test the model of the study and Statistical Package for the Social Sciences SPSS) for descriptive analysis, factor analysis, validity and reliability test of the data. The results of the study revealed that customers seem to be satisfied with a number of services of remittance companies and indicated that customer satisfaction was negatively associated with customer intentions to switch. This result implies that higher customer satisfaction leads to a lower customer intention to switch of remittance companies.