scholarly journals EFFECT OF BANK CHARGES ON CUSTOMER SWITCHING BEHAVIOUR IN SELECTED COMMERCIAL BANKS IN TANZANIA

2020 ◽  
Vol 03 (06) ◽  
pp. 32-44
Author(s):  
Seule Nzowa ◽  
Nasra Kara ◽  
Bahati Mbilinyi
Keyword(s):  
Commercial Banks ◽  
Switching Behaviour ◽  
Customer Switching

scholarly journals Customer Switching Intentions in Commercial Banks: A case of selected commercial banks in Dar es Salaam

2021 ◽  
Vol 5 (3) ◽  
pp. 307
Author(s):  
Seule Nzowa
Keyword(s):  
Perceived Control ◽  
Commercial Banks ◽  
Banking Sector ◽  
Dar Es Salaam ◽  
Research Approach ◽  
Negative Consequences ◽  
Switching Behaviour ◽  
Multi Stage ◽  
Customer Switching ◽  
The City

The negative consequences of customer switching behaviour in the banking industry cannot be underestimated. Since there are limited studies addressing customer switching intentions and actual switching behaviour in the banking sector of Tanzania, this study intended to bridge the knowledge gap by addressing factors influencing customer switching intentions in the context of Tanzanian commercial banks. The study followed a positivism research paradigm out of which a deductive research approach was adopted. In the same line, an explanatory research design was used. The study was conducted in the city of Dar es Salaam with 400 respondents who were customers from NMB Bank Plc, TPB Bank Plc and NBC Bank Ltd. Multi-stage sampling method was used to generate sample size for this study. Multiple linear regression was employed to analyze the collected data. The findings of Thé study indicated that subjective norms were insignificant in influencing customer switching intentions in commercial banks. These findings suggested that commercial banks customers in the city of Dar es Salaam are not under robust social pressure that requires a vital social group to approve their switching intentions. Further findings revealed that perceived control of bank charges, attitude toward service quality and convenience significantly influenced customer switching intentions in commercial banks.

Customer Switching Behavior Towards Mobile Number Portability

2020 ◽  
Vol 10 (3) ◽  
pp. 31-46
Author(s):  
Chandra Sekhar Patro
Keyword(s):  
Service Providers ◽  
Positive Influence ◽  
Switching Behavior ◽  
Switching Behaviour ◽  
Customer Switching ◽  
Rapid Changes ◽  
Number Portability ◽  
Telecom Operator ◽  
Telecom Sector ◽  
Improve Service Quality

The telecom services have been an imperative means for socio-economic development of a country and a large contributor to the rapid growth and modernization of various sectors of the economy. In recent years, the mobile services are having enormous growth due to rapid changes in technology. The mobile users have the choice to switch from one telecom operator to another within the telecom circle without the change of phone number. The introduction to MNP promoted more competition in the telecom sector and forced service providers to improve service quality and reduce prices. Therefore, it is necessary to understand the factors influencing customer switching behaviour for using mobile number portability. The study identified that the respondents are not only aware of MNP but also know the procedure of using MNP. The results show that service payout, trustworthiness, responsiveness, and monetary value have a positive influence on customers to switch over other service providers whereas accessibility and technology do not have a positive influence on customer switching behaviour.

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 Factors Influencing the Customer Switching Behaviour in Investment Banking

2020 ◽  
Vol 4 (1) ◽  
pp. 23-40
Author(s):  
Salawati Sahari ◽  
Nur Afiqah Othman ◽  
Shaharuddin Jakpar ◽  
Esmie Obrin Nichol
Keyword(s):  
Regression Analysis ◽  
Interest Rate ◽  
Service Quality ◽  
Prospect Theory ◽  
Investment Banking ◽  
Information Need ◽  
Factors Influencing ◽  
Switching Behaviour ◽  
Customer Switching ◽  
The Interest Rate

This study examines the factors that influence the customer switching behaviour especially in banks. The data was collected through questionnaires distributions to the respondents who were drawn from the customers who have investment account between Tabung Haji and Amanah Saham Nasional Berhad (ASNB) account banks in Malaysia.  In order to test the hypotheses, the multiple regression analysis was applied in this study, as predicted from the prospect theory. It was discovered that the reputation, service quality, distance, switching cost, price, involuntary switching, advertising as well as religious belief were not significant driver to the switching behaviour among the bank customers in Malaysia. Based on the findings of this study, it was recommended that bank manager should focus on service quality and also give undivided attention to the price. Therefore, the interest rate charged or fees ought to be followed up while adequate, timely information need to be given to the customers on reasons for change.

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