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
Keywords
Related Articles
- EP ID EP705376
- DOI 10.47191/jefms/v4-i7-21
- Views 104
- Downloads 0
The Role of Organizational Culture on Knowledge Management and Green Innovation in Private Universities
Innovation for sustainability in private universities has emerged as a crucial area of research globally. The existing literature highlights the significance of organizational culture, knowledge management, and green inn...
The Effect of Good Corporate Governance Mechanism, Leverage,and Profitability on Tax Avoidance
This study aims to examine the effect of good corporate governance (GCG) mechanisms, leverage, and profitability on tax avoidance. The GCG mechanism is measured by several elements, such as the board of directors, indepe...
Employee Job Satisfaction of PT. Indo Acidatama Tbk Reviewed From Organizational Culture, Communication and Work Stress
Employee Job Satisfaction is something that is quite crucial and must be paid attention to by employees. Good Job Satisfaction experienced by employees will halve a good impact on the activities and development of the co...
The Effect of Food Price Stabilization on Inflation in West Nusa Tenggara 2019-2023
One of the primary contributors to the inflation rate in West Nusa Tenggara Province is the fluctuation of prices for food commodities. The objective of this study is to examine the extent to which fluctuations in food c...
The Influence of Work Motivation and Work Discipline on Employee Performance in PT. Serat Persada, Maintenance Division, Mojokerto, East Java
Human resources are one of the crucial components within a company, with the company's objectives established on the basis of differing visions to achieve a common goal. Through this research, it becomes possible to asse...