Design and Validation of a Model of Customers Switching Barriers in Appliances Industry

In competitive world where such goods or services offered by competing firms are more similar to each other every day, it is hard to make surprise the customer in long-term via even creative services, because most innovative services quickly imitated by competitors and offered to market, in result investment on customer satisfaction is effective and profitable investment for companies. In this regard, an important element in achieving competitive advantage is concerning to customer switching barriers. In this study attempts to identify and evaluate the customer switching barriers in the appliances industry, and then deliberate whether the customer switching barriers can lead to increase customer satisfaction and value. Therefore, 330 questionnaires were distributed between LG products and Goldiran services customers.