文章基本信息

标题：Customer Retention by Banks in New Zealand
本地全文：下载
作者：David Cohen ; Christopher Gan ; Hua Hwa Au Yong 等
期刊名称：Banks and Bank Systems
印刷版ISSN：1816-7403
电子版ISSN：1991-7074
出版年度：2007
卷号：2
期号：1
页码：40-55
语种：English
出版社：LLC "CPC "Business Perspectives"
摘要：Customer retention is an important component of banking strategy in today’s increasingly competitive environment. This paper examines the impact of several retention-relevant constructs that can influence consumers’ decisions to stay with or leave their banks. A sample (n = 514) of residents of Christchurch,New Zealand were mailed a survey designed to measure these constructs. The empirical findings suggest that customer satisfaction,corporate image,and switching barriers had significant impact on their loyalty decisions. There was also evidence that customers’ age groups and level of education contributed to explaining respondents' tendency to stay with their current banks. This study provides an enhanced understanding customer retention in New Zea?land’s banking industry. Implications for banking executives are presented,along with suggestions for strategies that could be adopted by bankers in order to maximize customer retention and profit?ability.
关键词：Customer Retention;Customer Satisfaction;Retail Banking