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Determinants Of Customer Switching Behavior In Banking Sector


  • ALTAF Mohsin

    (University of Sargodha, Pakistan)

  • REHMAN Ahmad

    (University of Central Punjab, Lahore, Pakistan)

  • ALI Ahmed

    (International Islamic University, Islamabad, Pakistan)


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.

Suggested Citation

  • ALTAF Mohsin & REHMAN Ahmad & ALI Ahmed, 2012. "Determinants Of Customer Switching Behavior In Banking Sector," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 7(2), pages 20-34, August.
  • Handle: RePEc:blg:journl:v:7:y:2012:i:2:p:20-34

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    References listed on IDEAS

    1. Drew Fudenberg & Jean Tirole, 2000. "Customer Poaching and Brand Switching," RAND Journal of Economics, The RAND Corporation, vol. 31(4), pages 634-657, Winter.
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    9. 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.
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    11. 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.
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