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Younger Customers' Outlooks when Selecting and Changing a Financial Services Provider: The Case of Maltese Students

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  • Silvio John Camilleri
  • Denise Ellul

Abstract

In order for banks to supplement their market share, it is crucial for them to entice new customers such as students who are expected to join the workforce at a subsequent stage. The main aim of this paper is to survey the banks' tactics in this regard, the response of students to such schemes, and the aspects which such customers consider when selecting a particular service provider or when switching to another one. We conduct interviews with bank representatives and distribute questionnaires to first year university students in order to gauge whether particular factors are more important than others in the selection of a financial services provider. We find that there are various aspects which banks may leverage upon to entice potential customers to switch away from competing service providers, especially due to the fact that switchers tend to respond differently to given characteristics in their decision making process.

Suggested Citation

  • Silvio John Camilleri & Denise Ellul, 2017. "Younger Customers' Outlooks when Selecting and Changing a Financial Services Provider: The Case of Maltese Students," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 8(2), pages 51-63, April.
    • Handle: RePEc:jfr:ijfr11:v:8:y:2017:i:2:p:51-63
    DOI: 10.5430/ijfr.v8n2p51
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    References listed on IDEAS

    as
    1. Silvio John Camilleri, 2005. "An Analysis of the Profitability, Risk and Growth Indicators of Banks Operating In Malta," Finance 0507021, University Library of Munich, Germany.
    2. S. T. Katircioglu & S. Fethi & D. Unlucan & I. Dalci, 2011. "Bank selection factors in the banking industry: An empirical investigation from potential customers in Northern Cyprus," Acta Oeconomica, Akadémiai Kiadó, Hungary, vol. 61(1), pages 77-89, March.
    3. Camilleri, Silvio John & Cortis, Justine & Fenech, Maria Diandra, 2013. "Service Quality and Internet Banking: Perceptions of Maltese Retail Bank Customers," MPRA Paper 62492, University Library of Munich, Germany.
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    Cited by:

    1. Michal Buszko & Dorota Krupa & Malwina Chojnacka, 2019. "Young people and banking products and services in Poland: the results of empirical studies," Ekonomia i Prawo, Uniwersytet Mikolaja Kopernika, vol. 18(2), pages 147-164, June.

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    More about this item

    Keywords

    bank marketing; customer loyalty; Malta; retail banking; students' bank accounts; young customers;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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