Determinants of Customer Switching Behavior

Berihun Muche

ISBN 10: 3847344161 / ISBN 13: 9783847344162

Published by LAP LAMBERT Academic Publishing Jan 2013, 2013

About this Item

Neuware -Customer retention in the banking industry is becoming extremely prevalent as it is being employed to keep existing customers from switching to other banks and to sell them more services.However, empirical studies regarding the determinants of customer switching behavior in commercial banks in Ethiopia in general and in Mekelle Town in particular is understudied. The objective of the book is,therefor, to investigate the determinants of customer switching behavior and examine the effects of price, reputation, service quality,advertisement, involuntary switching, distance and switching cost on customer decision to stay or switch their banks.To examine the relationship between dependent and independent variables and to determine the relative importance of variables, the binary logistic regression model is employed.Books on Demand GmbH, Überseering 33, 22297 Hamburg 84 pp. Englisch.

Seller Inventory # 9783847344162

Bibliographic Details

• Title: Determinants of Customer Switching Behavior
• Publisher: LAP LAMBERT Academic Publishing Jan 2013
• Publication Date: 2013
• Language: English
• ISBN 10: 3847344161
• ISBN 13: 9783847344162
• Binding: Taschenbuch
• Condition: Neu

About this title

Synopsis

Customer retention in the banking industry is becoming extremely prevalent as it is being employed to keep existing customers from switching to other banks and to sell them more services.However, empirical studies regarding the determinants of customer switching behavior in commercial banks in Ethiopia in general and in Mekelle Town in particular is understudied. The objective of the book is,therefor, to investigate the determinants of customer switching behavior and examine the effects of price, reputation, service quality,advertisement, involuntary switching, distance and switching cost on customer decision to stay or switch their banks.To examine the relationship between dependent and independent variables and to determine the relative importance of variables, the binary logistic regression model is employed.

About the Author

MBA:Studied International Business Administration at Mekelle University.He worked as promoter and organizer of cooperative society at Assosa Cooperative Promotion Office.Currently,he is a lecturer at Aksum University,Ethiopia.