scholarly journals Customer switching behaviour in the Chinese retail banking industry

2010 ◽  
Vol 28 (7) ◽  
pp. 519-546 ◽  
Author(s):  
Michael D. Clemes ◽  
Christopher Gan ◽  
Dongmei Zhang
Keyword(s):  
Banking Industry ◽  
Retail Banking ◽  
Switching Behaviour ◽  
Customer Switching

scholarly journals Modeling the Antecedents of Customer Switching Behaviour in Nigerian Banking Industry

2012 ◽  
Vol 2 (4) ◽  
pp. 29-36 ◽  
Author(s):  
Kabiru Maitama Kura ◽  
Nik Kamariah Nik Mat ◽  
Abdullahi Hassan Gorondutse ◽  
Abubakar Muhammed Magaji ◽  
Aminu Yusuf
Keyword(s):  
Banking Industry ◽  
Switching Behaviour ◽  
Customer Switching ◽  
Nigerian Banking

Drivers of customers’ switching behaviour in Indian banking industry

2014 ◽  
Vol 32 (4) ◽  
pp. 321-342 ◽  
Author(s):  
Vishal Vyas ◽  
Sonika Raitani
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Banking Industry ◽  
Service Failure ◽  
Content Type ◽  
Customer Commitment ◽  
Switching Behaviour ◽  
Customer Switching ◽  
Customer Services ◽  
Indian Banks

Purpose – The price war and intense competition in Indian banking industry have exposed banks to one of the major threat of switching. Consumers are now more price and service conscious in their financial services purchasing behaviour. They are more prone to change their banking behaviour as banking products and services are nearly identical in nature. The purpose of this paper is to provide an insight of the drivers that lead a customer switch from one service provider to another in Indian banking industry using exploratory design. Design/methodology/approach – The impacts of the influencing factors have been studied and tested empirically using exploratory factor analysis. Quantitative data have been collected by means of questionnaire employed from Clemes et al. and administered to 296 banking customers of Rajasthan utilizing convenience sampling. Findings – Results reported that price, reputation, responses to service failure, customer satisfaction, service quality, service products, competition, customer commitment and involuntary switching have their significant effect on customers’ switching behaviour. Research limitations/implications – The findings of present study can be used by the Indian banks for their product and service designing strategies, marketing strategies and customer services practices in order to reduce customer switching. It would help them in improving their service operations and also in increasing customer satisfaction and loyalty by understanding the banking behaviour of their customers. Originality/value – The originality lies in the fact that this study is one of few which have focused on the drivers leading to the switching intentions of Indian banking customers.

Modelling the Mediation Effect of Service Recovery on the relationship between Customer complaints and Customer loyalty in Retail banking Industry

2013 ◽  
Vol 03 (04) ◽  
pp. 32-38
Author(s):  
Muhammad Mujtaba Abubakar ◽  
Sany Sanuri Mohd Mokhtar ◽  
Aliyu Olayemi Abdullattef
Keyword(s):  
Customer Loyalty ◽  
Banking Industry ◽  
Empirical Studies ◽  
Service Recovery ◽  
Retail Banking ◽  
Mediation Effect ◽  
Extensive Literature ◽  
Customer Complaints ◽  
Customer Switching ◽  
The Relationship

In the last three decades, ample empirical studies have reported the significant association between customer satisfaction, customer complaints and customer loyalty in retail banking. However, the findings of such studies are far from conclusive. Initially, interviews and extensive literature review were undertaken to understand the linkages among the constructs. Anecdotal and empirical evidence indicate direct associations between the independent, mediating and the dependent variables. But, the intervening effect of service recovery is neglected by past studies. Thus, this conceptual paper proposes the mediation effect of service recovery on the relationship between customer complaints and customer loyalty in retail bankin. The insights provided by this paper can assist bank managers in addressing the issues of customer switching and loyalty erosion that embattle the banking industry.

scholarly journals Strengthening graduate employee commitment through internal marketing in the South African retail banking industry

2017 ◽  
Vol 48 (4) ◽  
pp. 91-105
Author(s):  
M. Roberts-Lombard ◽  
L. Reynolds-de Bruin
Keyword(s):  
South Africa ◽  
Employee Satisfaction ◽  
Affective Commitment ◽  
Banking Industry ◽  
Idea Generation ◽  
Internal Marketing ◽  
Retail Banking ◽  
Survey Method ◽  
Study Results ◽  
Retail Banks

A strong internal marketing strategy can be critical to achieving and sustaining a competitive advantage as well as driving organisational change and enhanced organisational performance. This study sought to determine the influence of internal marketing mix elements on the satisfaction levels of recently employed graduates (GradDPs) within the retail banking industry in South Africa. The study also identified links between the satisfaction of GradDPs and their affective commitment in this context. A census approach to generating data was applied in the study by using a person-administered and an electronic survey method. Regression analysis was used to test the relationships proposed in the study. The results indicated that internal marketing significantly influences GradDP employee satisfaction within retail banks in South Africa and that a positive relationship exists between GradDP employee satisfaction and their affective commitment. The study results allowed for recommendations that retail banks provide training and support programmes to assist managers in developing a more participative style of leading. Such programmes would assist leaders in consulting employees more often and ensuring that they have sufficient autonomy when executing their work. It would also help leaders to create a safer GradDP employee environment that fosters openness, risk-taking and idea generation.

scholarly journals Is Customer Satisfaction Driving Revenue A Longitudinal Analysis With Evidence From The Banking Industry

2011 ◽  
Vol 2 (1) ◽  
Author(s):  
Gerhard Winkler ◽  
Markus S. Schwaiger
Keyword(s):  
Customer Satisfaction ◽  
Banking Industry ◽  
Positive Impact ◽  
Time Lag ◽  
Retail Banking ◽  
Long Run ◽  
Long Term Impact ◽  
Insight Into ◽  
Longitudinal Dataset

The connection between customer satisfaction and the financial performance of companies has been under academic scrutiny for quite some time. Evidence regarding the long term impact of customer satisfaction is however relatively scarce. Furthermore, research has so far often neglected potential industry idiosyncrasies in estimating the consequences of changes in customer satisfaction. We provide an insight into the overall long run impact of customer satisfaction on operating revenues based on a longitudinal dataset for the Austrian retail banking industry. Our results corroborate the intuition of a positive long run effect of satisfaction on revenues. We can show, that a time lag of 1,5 years has to elapse for satisfaction to have a positive impact on sales.

Changing Retail Banking Supply-Demand Mismatch

2010 ◽  
Vol 1 (2) ◽  
pp. 37-54 ◽  
Author(s):  
Bin Zhou
Keyword(s):  
New York ◽  
Geographical Distribution ◽  
Banking Industry ◽  
Retail Banking ◽  
Banking Services ◽  
Geographical Concentration ◽  
Bank Deposits ◽  
Changing Patterns ◽  
Branch Banking

In this study, the author compares the supply-demand mismatch of retail banking services and the changing patterns in Illinois and New York from 1982 to 2007 amid fundamental banking transformation and geographical deregulation. The study uses measures of concentration like the Herfindahl-Herschman Index (HHI) and the E-Index. The study finds that the traditionally unit banking Illinois has narrowed the mismatch over the study period from 1982 to 2007, whereas the traditionally branch banking New York has expanded such mismatch. The study also finds that while the New York banking industry can be characterized by a more concentrated geographical distribution of bank deposits, the Illinois banking industry still has a dispersed geographical concentration of bank offices, though the Chicago MSA has reversed such a pattern.

Sign in / Sign up

Export Citation Format

Share Document