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Service Provider Migration and Bank Switching Behaviour: Factors Influencing Customer Retention in Harare's Banking Sector

Author

Listed:
  • Cletos Garatsa

    (Catholic University of Zimbabwe)

  • Leo Mataruka

    (Catholic University of Zimbabwe)

  • Christopher Zishiri

    (Midlands State University)

Abstract

This mixed-methods case study explores the complex landscape of service provider migration and bank switching behaviour among online banking customers in Harare, Zimbabwe, specifically focusing on customer retention factors. The research, which integrates quantitative data from a survey of 224 customers and qualitative insights from in-depth online interviews with 13 bank managerial participants, uncovers significant relationships that provide actionable insights. The quantitative analysis reveals that higher behavioural intentions are associated with increased switching (t = 3.45, p

Suggested Citation

  • Cletos Garatsa & Leo Mataruka & Christopher Zishiri, 2025. "Service Provider Migration and Bank Switching Behaviour: Factors Influencing Customer Retention in Harare's Banking Sector," African Journal of Commercial Studies, African Journal of Commercial Studies, vol. 6(1).
    • Handle: RePEc:cwk:ajocsk:2025-19
    DOI: 10.59413/ajocs/v6.i.1.2
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    Keywords

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    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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