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Customer Switcising Behavior In Retail Banking Services: A Case Study In Klang Valley

This research aims to explore the determinants of customer switching behavior and switching barriers in retail banking services. Therefore, the research was divided into two study, Study I: Switching Determinants and Study II: Switching Barriers. The study used self-administered survey for data c...

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Main Authors: Hanim Misbah, Nor Haziah Hasbim
Format: Research Report
Language:English
Published: Kolej Universiti Islam Malaysia 2015
Online Access:http://ddms.usim.edu.my/handle/123456789/7854
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spelling my.usim-78542015-03-19T02:44:06Z Customer Switcising Behavior In Retail Banking Services: A Case Study In Klang Valley Hanim Misbah Nor Haziah Hasbim This research aims to explore the determinants of customer switching behavior and switching barriers in retail banking services. Therefore, the research was divided into two study, Study I: Switching Determinants and Study II: Switching Barriers. The study used self-administered survey for data collection method. Both self-administered survey were designed to collect data on three parts; Part A to measure customers' knowledge and understanding towards Islamic Banking system, Part B on switching determinants / switching baniers and Part C on respondents profile. The findings in Part A for Study I and 11 stated that customers are aware and understand about the Islamic banking system and services. Meanwhile, findings in Part B for Study I suggested seven factors influencing customers' decision to switch. The factors were namely employee and service failure, pricing, attraction, inconvenience, waiting, location and involuntary. On the other hand, findings for Part B, Study I1 generated an eight-factor solution. These factors provide insights on factors influencing customers' decision to stay with their current bank. Among the factors were service recovery, location, pricing, switching inconveniences, convenience to stay, switching cost and confidence, relationship investment and lastly, apathy. To summarize, it is hoped that these fmdings will provide guidelines and suggestion to the banker on how to attract new customer, avoid existing customers from switching and improve customer loyalty thereby remain competitive. 2015-03-19T02:44:06Z 2015-03-19T02:44:06Z 2004-09 Research Report http://ddms.usim.edu.my/handle/123456789/7854 en Kolej Universiti Islam Malaysia
institution Universiti Sains Islam Malaysia
building USIM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universit Sains Islam i Malaysia
content_source USIM Institutional Repository
url_provider http://ddms.usim.edu.my/
language English
description This research aims to explore the determinants of customer switching behavior and switching barriers in retail banking services. Therefore, the research was divided into two study, Study I: Switching Determinants and Study II: Switching Barriers. The study used self-administered survey for data collection method. Both self-administered survey were designed to collect data on three parts; Part A to measure customers' knowledge and understanding towards Islamic Banking system, Part B on switching determinants / switching baniers and Part C on respondents profile. The findings in Part A for Study I and 11 stated that customers are aware and understand about the Islamic banking system and services. Meanwhile, findings in Part B for Study I suggested seven factors influencing customers' decision to switch. The factors were namely employee and service failure, pricing, attraction, inconvenience, waiting, location and involuntary. On the other hand, findings for Part B, Study I1 generated an eight-factor solution. These factors provide insights on factors influencing customers' decision to stay with their current bank. Among the factors were service recovery, location, pricing, switching inconveniences, convenience to stay, switching cost and confidence, relationship investment and lastly, apathy. To summarize, it is hoped that these fmdings will provide guidelines and suggestion to the banker on how to attract new customer, avoid existing customers from switching and improve customer loyalty thereby remain competitive.
format Research Report
author Hanim Misbah
Nor Haziah Hasbim
spellingShingle Hanim Misbah
Nor Haziah Hasbim
Customer Switcising Behavior In Retail Banking Services: A Case Study In Klang Valley
author_facet Hanim Misbah
Nor Haziah Hasbim
author_sort Hanim Misbah
title Customer Switcising Behavior In Retail Banking Services: A Case Study In Klang Valley
title_short Customer Switcising Behavior In Retail Banking Services: A Case Study In Klang Valley
title_full Customer Switcising Behavior In Retail Banking Services: A Case Study In Klang Valley
title_fullStr Customer Switcising Behavior In Retail Banking Services: A Case Study In Klang Valley
title_full_unstemmed Customer Switcising Behavior In Retail Banking Services: A Case Study In Klang Valley
title_sort customer switcising behavior in retail banking services: a case study in klang valley
publisher Kolej Universiti Islam Malaysia
publishDate 2015
url http://ddms.usim.edu.my/handle/123456789/7854
_version_ 1645152280741150720
score 13.223943

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