We found a match
Your institution may have access to this item. Find your institution then sign in to continue.
- Title
Segmentation of Bank Customers by Loyalty and Switching Intentions.
- Authors
Kaur, Gurjeet; Sharma, R. D.; Mahajan, Neha
- Abstract
This study aims at covering all the factors that directly or indirectly lead to customer switching or compel customers to stay with a particular organization. The various relational and switching factors include quality, value, satisfaction, trust, commitment, loyalty, switching costs, and barriers. The data analysis indicates that majority of respondents have no intentions to switch and their staying intentions can best be predicted by customer loyalty, followed by switching costs.
- Subjects
BANK customers; CUSTOMER loyalty; SWITCHING costs; CUSTOMER satisfaction; QUALITY of service
- Publication
Vikalpa: The Journal for Decision Makers, 2014, Vol 39, Issue 4, p75
- ISSN
0256-0909
- Publication type
Article
- DOI
10.1177/0256090920140406