TY - JOUR
T1 - Determinants of customer switching behaviour
T2 - Evidence from the non-bank financial institutions in Ghana
AU - Tweneboah-Koduah, Ernest Yaw
AU - Mann, Victoria
AU - Quaye, Daniel Marboye
N1 - Publisher Copyright:
Copyright © 2017 Inderscience Enterprises Ltd.
PY - 2017
Y1 - 2017
N2 - Due to the intensified competition in the financial sector as a result of homogenous products and services, it is becoming increasingly important for service providers to take steps to retain their customers. The paper sought to investigate the factors influencing NBFIs' customer switching behaviour. Data collected from 400 respondents was analysed using descriptive statistics and multiple regressions. The study found excessive pricing, poor service quality, customer dissatisfaction and lack of trust to have a statistically significant influence on NBFIs' customer switching behaviour in Ghana.
AB - Due to the intensified competition in the financial sector as a result of homogenous products and services, it is becoming increasingly important for service providers to take steps to retain their customers. The paper sought to investigate the factors influencing NBFIs' customer switching behaviour. Data collected from 400 respondents was analysed using descriptive statistics and multiple regressions. The study found excessive pricing, poor service quality, customer dissatisfaction and lack of trust to have a statistically significant influence on NBFIs' customer switching behaviour in Ghana.
KW - Customer
KW - Determinants
KW - Ghana
KW - NBFIs
KW - Non-bank financial institutions
KW - Savings and loans companies
KW - Switching behaviour
UR - http://www.scopus.com/inward/record.url?scp=85054992340&partnerID=8YFLogxK
U2 - 10.1504/ijsem.2017.095452
DO - 10.1504/ijsem.2017.095452
M3 - Article
AN - SCOPUS:85054992340
SN - 1753-0822
VL - 8
SP - 268
EP - 286
JO - International Journal of Services, Economics and Management
JF - International Journal of Services, Economics and Management
IS - 4
ER -