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Cited by 124Customer Service Quality and LoyaltyCustomer churn and segmentationConsumer Behavior and Marketing Influence

Why customers stay: reasons and consequences of inertia in financial services

White, Lesley, Yanamandram, Venkat·2004·Managing Service Quality: An International Journal
DOI 10.1108/09604520410528608
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Abstract

This research investigated inertia in a financial‐services context, with particular focus on the reasons for consumers’ dissatisfaction and inert behaviour, and studied customers’ complaining behaviours and past and future inertia. The study utilised a two‐part methodology, including both qualitative and quantitative research. A total of 20 in‐depth interviews provided the preliminary data required for developing a questionnaire that was subsequently completed by 410 respondents. Determinants of dissatisfaction included the number and size of account fees, whilst determinants of inertia were the perception of similarity between financial institutions and the complexity, costs and time inherent in switching. Factors differentiating future inertia and future active customers included the type of account, length of time the account had been held, membership of a number of financial institutions, income and level of consideration given to changing financial institution.

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Crossref · 10.1108/09604520410528608

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Authors
White, L., & Yanamandram, V.
Affiliations
Macquarie University (AU)
ORCID
White, Lesley
Venue
Managing Service Quality: An International Journal
Publisher
Emerald
Published
2004-04-01
Volume
14
Issue
2/3
Pages
183-194
ISSN
0960-4529 (ISSN-L)
DOI
10.1108/09604520410528608
OpenAlex
W2132351803
Cited by
124
References
41
Citations by year
2026: 3 · 2025: 3 · 2024: 2 · 2023: 8 · 2022: 3 · 2021: 3 · 2020: 3 · 2019: 8 · 2018: 7 · 2017: 10 · 2016: 5 · 2015: 15 · 2014: 7 · 2013: 9 · 2012: 7
FWCI
8.64
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)
Locations
  • Managing Service Quality (publishedVersion)
  • Research Online (University of Wollongong) (submittedVersion)
  • Figshare (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 › Customer churn and segmentation
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
Keywords
inertia, customer retention, financial services, customer dissatisfaction, switching costs, perceived similarity, service quality

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