Perceptions of Customer Satisfaction, Switching Costs and Customer Retention: An Empirical Study of Basic and Advanced Internet Banking Users in Hong . Global Journal of Management and Business Research, [S. l.], v. 11, n. 2, p. -, 2011. Disponível em: https://journalofbusiness.org/index.php/GJMBR/article/view/100074. Acesso em: 19 feb. 2026.