IDEAS home Printed from https://ideas.repec.org/a/vra/journl/v7y2018i3p25-36.html
   My bibliography  Save this article

The Professionalism of Bank Staff as a Key Factor in Customer Migration in Retail Banking

Author

Listed:
  • Radina Momchilova

    (University of Economics - Varna)

Abstract

In today's dynamic and technology driven market reality, characterized by increased consumer expectations, classical retail banking faces unprecedented challenges. Offering individualized financial solutions, building long-term relationships with customers and minimizing client migration are key factors in maintaining the leadership position of banks in the market segment under consideration. The research objective in this paper is focused on defining the impact of the bank staff's professional qualities on the decision of customers to remain loyal to their financial services provider or to migrate to a competitive institution. The conducted online survey and the subsequent analysis prove that the professional performance of bank employees is a critical factor that determines the migration attitudes of retail banking clients in Bulgaria.

Suggested Citation

  • Radina Momchilova, 2018. "The Professionalism of Bank Staff as a Key Factor in Customer Migration in Retail Banking," Izvestia Journal of the Union of Scientists - Varna. Economic Sciences Series, Union of Scientists - Varna, Economic Sciences Section, vol. 7(3), pages 25-36, December.
    • Handle: RePEc:vra:journl:v:7:y:2018:i:3:p:25-36
    as

    Download full text from publisher

    File URL: http://www.su-varna.org/izdanij/2018/EconomicSciencesSeries_2018_3/25-36.pdf
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    customer migration; customer loyalty; banking staff; professionalism; retail banking;
    All these keywords.

    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
    • M59 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Personnel Economics - - - Other

    Statistics

    Access and download statistics

    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:vra:journl:v:7:y:2018:i:3:p:25-36. 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: Pavel Petrov (email available below). General contact details of provider: https://edirc.repec.org/data/uevecea.html .

    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.