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Cited by 20Customer Service Quality and LoyaltyConsumer Behavior and Marketing InfluenceCustomer churn and segmentation

Managing Customer Switching Behavior in the Banking Industry

Thaichon, Park, Quach, Sara, Bavalur, Amulya Sai, Nair, Meeta·2017·Services Marketing Quarterly
DOI 10.1080/15332969.2017.1325644
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Abstract

This study aimed to explore the factors that lead to the intention to stay and the intention to switch in the banking industry. The research adopted a qualitative, inductive approach to data collection using a sample of 19 Australians customers who use banking services, and two Australian bank managers. The factors that are important to the customers' decision to change banks or to diversify their accounts include: (a) customer service and customer intimacy; (b) response to service failure; (c) effect of advertising; (d) reputation; (e) ease of banking; and (f) customer value.

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Crossref · 10.1080/15332969.2017.1325644

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Authors
Thaichon, P., Quach, S., Bavalur, A. S., & Nair, M.
Affiliations
  • Griffith University (AU)
  • Swinburne University of Technology (AU)
  • S P Jain School of Global Management (AU)
Corresponding author
Thaichon, Park
ORCID
Venue
Services Marketing Quarterly
Publisher
Informa UK Limited
Published
2017-07-03
Volume
38
Issue
3
Pages
142-154
ISSN
  • 1533-2969 (ISSN-L)
  • 1533-2977
DOI
10.1080/15332969.2017.1325644
OpenAlex
W2734847664
Cited by
20
References
30
Citations by year
2026: 1 · 2024: 3 · 2023: 5 · 2022: 2 · 2021: 4 · 2020: 2 · 2019: 3
FWCI
2.47
Type
journal article
Language
en
Open access
closed
Locations
  • Services Marketing Quarterly (publishedVersion)
  • Griffith Research Online (submittedVersion)
  • Swinburne figshare (Swinburne University of Technology) (submittedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
  • Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
Keywords
customer switching, bank switching, customer retention, intention to stay, customer service, customer intimacy, service failure, advertising, bank reputation, customer value, banking services

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