Evaluation of Customer’s Switching Behavior towards Banking Service Providers in Hanoi
Journal Title: Journal of Economics, Finance and Management Studies - Year 2021, Vol 4, Issue 07
Abstract
Service quality and customer switching behavior are among the most important factors that affect service firms’ market share and profitability, yet they remain understudied in Vietnam’s service sectors. This study surveys 343 customers who using service of bank in Hanoi to explore the perceived importance of customer switching behavior in banking service sector. By using seceral statistical analytical tools, i.e. descriptive statistics, Independent T-test and Anova; the study identifies the following: There is, statistically, significant difference in the level of customer’s switching behavior towards banking service providers in Hanoi from these different gender, age, Academic standard and income. Based on the findings, some recommendations are given for banks in Hanoi to improve the quality service and loyalty of customers.
Authors and Affiliations
Le Thi Hai Ha, Pham Thi Thuy Van, Nguyen Thi Anh Tram
The Effect of Sustainability Reporting and Foreign Ownership on Firm Value: the Mediating Role of Financial Performance
This research examines the impact of sustainability reporting and foreign ownership on firm value, with financial performance as a mediating variable, in manufacturing companies listed on the Indonesia Stock Exchange (ID...
The Effect of Price and Product Quality on Purchasing Decisions of Teh Hitam Celup Tambi (Study on Consumers of PT Perkebunan Tambi Wonosobo)
PT Perkebunan Tambi is a tea company in Wonosobo district which produces various kinds of tea, one of which is the Tambi Black Tea. Based on sales data for Tambi Black Tea Dips from 2017 to 2021 sales of Tambi Dip Black...
Increasing Value Added Tax (VAT) Rates on Community Purchasing Power and Economic Stability
Added Tax (VAT) already become money maker for the country. VAT rates experienced enhancement from 10% to 11% as of April 1, 2022. This naturally raises pros and cons from various society. Ascension tariff tax the in acc...
How Does GVCS Participation Influence Manufacturing Productivity? The Case of China
The theoretical and empirical studies argue ambiguous effects of GVCs participation of developing countries on productivity. By using panel data of 15 Chinese manufacturing industries over the 2005-2014 period, we find t...
Critical Analysis of Problems and Solutions in Implementing an Effective and Fair Performance Management System
In the era of globalization, companies are faced with complex challenges that affect their operational efficiency and performance. Competitiveness and innovation are the keys to a company' s sustainability in the market....