The Moderating Role of Price Sensitivity and the Mediating Role of Switching Costs in the Mobile Operator Switching Behavior of University Students in Turkey

Purpose – The aim of this research study is to assess the effects of service quality and satisfaction on intentions of university students to switch operators, as well as the moderating function of price sensitivity in these effects. Furthermore, the influence of switching costs as a mediator between operator switching intention and operator switching behavior is investigated. Design/methodology/approach – A quantitative research involving students from a Turkish university was conducted. The research hypotheses were tested using structural equation modeling (partial least squares regression) using data from 425 students. Findings and implications – The analysis revealed that service quality had a positive influence and satisfaction had a negative effect on operator switching intention, with price sensitivity acting as a moderator in the relationship between satisfaction and switching intention. It was also determined that operator switching cost plays a partial mediator role in the link between operator switching intention and behavior. Research findings will help organizations understand the elements that affect switching intentions and behavior. It is proposed that operator businesses pay attention to customer satisfaction and implement retention and acquisition tactics. Limitations – The research was limited to operator switching. Furthermore, the findings are specific to the survey participants and cannot be generalized. Originality/value – The fact that the moderating role of price sensitivity and the mediating role of switching cost are investigated in this research highlights its significance, while the findings in this context make significant contributions to the field by filling a gap in the literature.