Segmentation of Bank Customers by Loyalty and Switching Inte Kaur, Gurjeet.
By: Kaur, Gurjeet
Material type:
ArticlePublisher: 2014Description: 75 - 89Subject(s): Spurious Stayers | Loyal Stayers | Switching Barriers | Customer Satisfaction | Service Quality | Customer Switching
In:
Vikalpa: The Journal for Decision MakersSummary: 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.
| Item type | Current location | Call number | Vol info | Status | Date due | Barcode |
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Articles
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Ahmedabad (HO) | (Browse shelf) | Vol. 39, Issue. 4 | Available | 018846 |
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.
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