文章基本信息

标题：DETERMINANTS OF CUSTOMER SWITCHING BEHAVIOR IN BANKING SECTOR
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作者：ALTAF Mohsin ; REHMAN Ahmad ; ALI Ahmed 等
期刊名称：Studies in Business and Economics
电子版ISSN：2344-5416
出版年度：2012
卷号：7
期号：2
出版社：Lucian Blaga University
摘要：This study explored the determinants of switching behavior in banking sector ofPakistan. Beside this, role of importance of banking services were investigated on satisfactionand intention to switch relation. Questionnaires were distributed to measure satisfaction,intention to switch and importance of banking services. Sample size was 180 self administeredquestionnaires. Customers of five major banks branches were selected. The paperdemonstrated that satisfaction with bank services (Staff services, environment services, ethicalservices, convenience services and financial services) were negatively related to intention toswitch. However results reported better association between convenience services and intentionto switch. Then satisfaction with financial, non-financial and overall services through importanceof these services predicted the intention to switch.
关键词：Switching Behavior; Satisfaction; importance of services; banking services