Customers' Switching Behavior Analysis with Change of Service Performance

Abstract

Customers' switching behavior analysis plays an important role in affecting market share and profitability of service providers. Existing researches mainly focus on the service provider selection criteria. Based on these studies, we propose a dynamic simulation model to study the impact of service performance changes on customers' switching, and the corresponding influence on the changing of market share and profitability of service providers. Our model can integrate common variables which may influence switching such as service performance, customers' satisfaction, loyalty, social interactions and so on, which can get quantifiable and reasonable dynamic simulation results. Simulation results are also provided.