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
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- EP ID EP705376
- DOI 10.47191/jefms/v4-i7-21
- Views 95
- Downloads 0
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