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Role of customer satisfaction and its impact on customer trust and switching cost to educational mobile apps

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  • Renuga Krishnaraj
  • Thangaraja Arumugam

Abstract

Educational apps involve creating and using digital programs designed for educational purposes, ranging from interactive learning platforms to tools that promote academic engagement. This study examines the interrelations among customer satisfaction, trust, and switching costs in educational mobile applications. It employs structural equation modeling (SEM) to analyse data from a sample of 102 users acquired by convenience sampling. Data were gathered using a questionnaire that evaluated customer satisfaction, trust, loyalty, and switching costs. SEM results indicate that customer satisfaction substantially influences customer loyalty, with customer trust functioning as a mediating variable and switching costs acting as a moderating component. These results not only add to the existing body of knowledge, but they also have major intellectual and practical implications. The study provides practitioners and society with insights into effective ways to increase consumer loyalty in the competitive landscape of educational technology.

Suggested Citation

  • Renuga Krishnaraj & Thangaraja Arumugam, 2025. "Role of customer satisfaction and its impact on customer trust and switching cost to educational mobile apps," International Journal of Knowledge-Based Development, Inderscience Enterprises Ltd, vol. 15(2), pages 170-191.
    • Handle: RePEc:ids:ijkbde:v:15:y:2025:i:2:p:170-191
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