Attitude of people towards retention and switching: A study based on Nestle brand in Pakistan

Muhammad Amin Khan, Muhammad Raheel, Muhammad Saqib Chughtai, Suftain Raza, Muhammad Rizwan

Abstract


Intention to change from a product/service to a different ends up in change behaviour .This behaviour may end up in a very major decrease within the sales revenue that successively can end in a large decrease in profits. The aim of this study is to visualize the change intention of the people because of totally different multiple factors. The character of this analysis is descriptive. All variables have important impact on change intention. The result shows that client satisfaction and client loyalty have negative impact on switching intention. And every factor has positive impact on switching intention. The results show that as loyalty and satisfaction of client will increase the intention to switching decreases. On the opposite hand increase in worth, company name, trust and word of mouth lead to a rise in change intention. The study was focused primarily in a city and therefore the respondents were primarily below the age of thirty.


Full Text:

PDF


DOI: https://doi.org/10.5296/jpag.v4i2.5842



Journal of Public Administration and Governance  ISSN 2161-7104

Copyright © Macrothink Institute

'Macrothink Institute' is a trademark of Macrothink Institute, Inc.

To make sure that you can receive messages from us, please add the 'macrothink.org' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders.