Three essays on switching costs in banking, the lending channel and entry in the banking industry

2021 ◽  
Author(s):  
Yuan Yuan
Keyword(s):  
Switching Costs ◽  
Banking Industry ◽  
Lending Channel

Identifying brand touchpoints to increase switching costs in the banking industry

2019 ◽  
Vol 38 (3) ◽  
pp. 718-736 ◽  
Author(s):  
Abdullah Sultan
Keyword(s):  
Factor Analysis ◽  
Structural Equation ◽  
Switching Costs ◽  
Service Providers ◽  
Banking Industry ◽  
Service Failure ◽  
Customer Experience ◽  
Equation Modeling ◽  
Exploratory Research ◽  
Content Type

Purpose The purpose of this paper is to study the effect of staged customer experiences on customer switching costs in the banking industry. Design/methodology/approach Brand touchpoints in the banking industry are identified by exploratory research using focus group sessions with bank customers and staff and refined by exploratory factor analysis using an independent sample of bank customers to form the staged customer experience construct. The proposed research model is then validated by confirmatory factor analysis with an independent sample using structural equation modeling. Findings Customer experience in the banking industry consists of four related but distinct stages (i.e. pre-touch, in-touch, post-touch and service failure). The first three stages have direct and indirect effects on switching costs that are partially mediated by relationship quality. Research limitations/implications Customer experience is an industry-specific construct with complicated effects on switching costs. Thus, the staged customer experience construct should be examined in different industries and applications to understand its implications. Practical implications Bank customers demand experiences that achieve desirable results in everyday situations and switch to other service providers easily if this demand is not met. Banks should focus on brand touchpoints that are both important to customers and increase switching costs to keep customers from defecting. Originality/value This research expands upon findings in the customer experience literature by exploring factors that link staged customer experiences with switching costs in the banking industry. In addition, a paradox is identified in the staged customer experience model that requires managers’ attention in order to design an effective customer experience strategy.

A comprehensive hierarchical model of retail banking

2017 ◽  
Vol 35 (4) ◽  
pp. 662-684 ◽  
Author(s):  
Juhaida Abu Bakar ◽  
Michael Daniel Clemes ◽  
Kathryn Bicknell
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hierarchical Model ◽  
Switching Costs ◽  
Banking Industry ◽  
Perceived Value ◽  
Retail Banking ◽  
Corporate Image ◽  
Content Type ◽  
Behavioural Intentions

Purpose The purpose of this paper is to develop and test a comprehensive hierarchical model of behavioural intentions in the Malaysian retail banking industry. Design/methodology/approach The data were analysed using EFA, CFA and structural modelling. Findings The findings illustrate that customer satisfaction is the most important determinant of behavioural intentions, followed by switching costs, corporate image and perceived value. Service quality is indirectly related to behavioural intentions and customer satisfaction mediates the relationship between the two constructs. Customer satisfaction is strongly influenced by service quality, corporate image and perceived value. Service quality is also an antecedent of perceived value, corporate image and switching costs. The empirical results also support a hierarchical and multidimensional approach for conceptualising and measuring customers’ perceptions of service quality. Research limitations/implications The comprehensive hierarchical model developed in this research can be used as framework for additional studies on the banking industry. Practical implications The findings provide Malaysian bank managers with empirically-based insights into behavioural intentions and offer guidelines for assessing and improving service quality. Originality/value This is the first study that uses comprehensive hierarchical modelling to synthesise the effects of service quality, customer satisfaction, perceived value, corporate image and switching costs on the behavioural intentions of retail bank customers.

Occupational Stress And The Banking Industry

2017 ◽  
Author(s):  
Maria Michailidis ◽  
Evie Michailidis
Keyword(s):  
Occupational Stress ◽  
Banking Industry

Reduction in Switching Costs for Difficult Tasks With Task Priming

2004 ◽  
Author(s):  
Padmanabhan Sudevan ◽  
John Holmes ◽  
Amber Corry ◽  
Jeffrey Willems ◽  
Marisa Hoffman ◽  
...  
Keyword(s):  
Switching Costs

Memperkuat Daya Saing Bank Syariah Dengan Meningkatkan Kemampuan Teknologi Informasi

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 32-41
Author(s):  
Amrizal Amrizal
Keyword(s):  
Information System ◽  
Credit Card ◽  
Banking Industry ◽  
Integrated System ◽  
Integrated Systems ◽  
Islamic Banks ◽  
Electronic Money ◽  
Electronic Transactions ◽  
Excellent Service ◽  
Debit Cards

Banking industry is very tight competition in all aspects. Results review from some literatures: journals and empirical data indicates that the banking industry has been applied information technology in order to provide excellent service to customers in the form of electronic transactions such as ATM, sms banking, e-commerce and so forth. Based on Bank Indonesia reports, the type of electronic transaction has been growing very rapidly between the transaction and Bilyetgiro Elekteronik Checks, ATM, Credit Card, Account Card Based (ATM and Debit Cards), Electronic Money, Delivery Chanel and RTGS. Those above transactions are relating to the Technology Information System and Integrated System. Integrated system is the combination of Hardskill which focus on knowledge and more to the integrity softskill (shidiq, trustworthy, tablig, fathonah). Islamic banks are ready to face competition both nationally and internationally, primarily face competition from the aspect of Integrated Systems. Bank Syariah Mandiri (BSM) developed e-banking features on an ongoing basis, among others

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