IDEAS home Printed from https://ideas.repec.org/a/ids/ijbexc/v29y2023i4p518-545.html
   My bibliography  Save this article

Customer switching behaviour in Indian retail banking using logit regression

Author

Listed:
  • Kiran Mehta
  • Renuka Sharma
  • Vikas Khanna

Abstract

Due to global competition, banks are forced to look at the trade-off between customer retention and customer acquisition. Under such circumstances, banks are formulating strategies to increase customer satisfaction and customer loyalty. The similarity in the products and services of various banks has signalled the way for customer switching behaviour. In such a scenario, research focusing on the reasons for switching decisions by the customers will help the banks to retain customers. In lieu of this, the present study is intended to examine the switching behaviour of the customers in retail banking in India. The results are obtained using EFA, CFA and logit regression. The findings of the study show that out of nine dimensions, service quality, reputation, and pricing related issues have shown a comparatively more substantial impact on customer switching behaviour. The findings of the study have multi-faceted implications for retail banks.

Suggested Citation

  • Kiran Mehta & Renuka Sharma & Vikas Khanna, 2023. "Customer switching behaviour in Indian retail banking using logit regression," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 29(4), pages 518-545.
    • Handle: RePEc:ids:ijbexc:v:29:y:2023:i:4:p:518-545
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=130255
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijbexc:v:29:y:2023:i:4:p:518-545. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=291 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.