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Determinants Of Customer Switching Behavior In Banking Sector

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Author Info

  • ALTAF Mohsin

    (University of Sargodha, Pakistan)

  • REHMAN Ahmad

    (University of Central Punjab, Lahore, Pakistan)

  • ALI Ahmed

    (International Islamic University, Islamabad, Pakistan)

Registered author(s):

    Abstract

    This study explored the determinants of switching behavior in banking sector of Pakistan. Beside this, role of importance of banking services were investigated on satisfaction and intention to switch relation. Questionnaires were distributed to measure satisfaction, intention to switch and importance of banking services. Sample size was 180 self administered questionnaires. Customers of five major banks branches were selected. The paper demonstrated that satisfaction with bank services (Staff services, environment services, ethical services, convenience services and financial services) were negatively related to intention to switch. However results reported better association between convenience services and intention to switch. Then satisfaction with financial, non-financial and overall services through importance of these services predicted the intention to switch.

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    File URL: http://eccsf.ulbsibiu.ro/RePEc/blg/journl/722altaf&rehman&ali.pdf
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    Bibliographic Info

    Article provided by Lucian Blaga University of Sibiu, Faculty of Economic Sciences in its journal Studies in Business and Economics.

    Volume (Year): 7 (2012)
    Issue (Month): 2 (August)
    Pages: 20-34

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    Handle: RePEc:blg:journl:v:7:y:2012:i:2:p:20-34

    Contact details of provider:
    Postal: Lucian Blaga University of Sibiu, Faculty of Economic Sciences Dumbravii Avenue, No 17, postal code 550324, Sibiu, Romania
    Phone: 004 0269 210375
    Fax: 004 0269 210375
    Email:
    Web page: http://economice.ulbsibiu.ro/
    More information through EDIRC

    Related research

    Keywords: Switching Behavior; Satisfaction; importance of services; banking services;

    References

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    Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
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    1. Richard A. Colombo & Donald G. Morrison, 1989. "Note—A Brand Switching Model with Implications for Marketing Strategies," Marketing Science, INFORMS, vol. 8(1), pages 89-99.
    2. Chiu, Hung-Chang & Hsieh, Yi-Ching & Li, Yu-Chuan & Lee, Monle, 2005. "Relationship marketing and consumer switching behavior," Journal of Business Research, Elsevier, vol. 58(12), pages 1681-1689, December.
    3. Stango, Victor, 2002. "Pricing with Consumer Switching Costs: Evidence from the Credit Card Market," Journal of Industrial Economics, Wiley Blackwell, vol. 50(4), pages 475-92, December.
    4. Mizuno, Makoto & Saji, Akira & Sumita, Ushio & Suzuki, Hideo, 2008. "Optimal threshold analysis of segmentation methods for identifying target customers," European Journal of Operational Research, Elsevier, vol. 186(1), pages 358-379, April.
    5. Patrick S. McCarthy & P. K. Kannan & Radha Chandrasekharan & Gordon P. Wright, 1992. "Estimating Loyalty and Switching with an Application to the Automobile Market," Management Science, INFORMS, vol. 38(10), pages 1371-1393, October.
    6. Johnson, Michael D. & Nader, Georg & Fornell, Claes, 1996. "Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans," Journal of Economic Psychology, Elsevier, vol. 17(2), pages 163-182, April.
    7. Kim, Stephen Keysuk, 2007. "Relational behaviors in marketing channel relationships: Transaction cost implications," Journal of Business Research, Elsevier, vol. 60(11), pages 1125-1134, November.
    8. Kenneth G. Elzinga & David E. Mills, 1998. "Switching Costs in the Wholesale Distribution of Cigarettes," Southern Economic Journal, Southern Economic Association, vol. 65(2), pages 282-293, October.
    9. Abel P. Jeuland, 1979. "The Interaction Effect of Preference and Availability on Brand Switching and Market Share," Management Science, INFORMS, vol. 25(10), pages 953-965, October.
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