SERVICE RESPONSIVENESS ON CUSTOMER SWICTHING BEHAVIOUR IN BANKING INDUSTRY JAFFNA IN DISTRICT, SRILANKA
Journal Title: International Journal of Marketing and Technology - Year 2012, Vol 2, Issue 6
Abstract
In Sri Lanka, Services are rapidly growing into a major contributor to the nation as well as the world economy and to country‟s GDPs. As such as, it is essential stage to study why customers switch service providers. Such analysis would helpful to guide to actions that must be taken by the service provider to retain it‟s predict customers. The purpose of this study was to find out why customers switch producers in Service industry in Sri Lanka. The objective of this study is to see in what extent service responsiveness will impact on customers switching. Banking industry is the one of the fastest growing service sector in Sri Lanka. There are number different firms in the industries available in targeted areas. Primary data were collected from the customers through well designed questionnaires. Targeted area is Jaffna district and sample size is 500. Interview and focus group discussion was taken placed to find out the influences on purchasing. Hypothesis has formed as the perceived higher level of service responsiveness negatively correlated switching behavior. Collected data has analyzed by quantitative techniques and Ms excel sheet used to interpretation. It has found out there is a negative relationship between Service Responsiveness and customer switching the firm. Also results expressed that agreed level of Service Responsiveness would increase customer satisfaction leads to less level of switching the same producer. But it can be seen that there are some more factors are influencing in customer switching behavior such as empathy, tangibility, assurance affect switching behavior.
Authors and Affiliations
Kumaradeepan. V and Rajumesh. S
ESTIMATION OF MARKET VOLATILITY-A CASE OF LOGISTIC BROWNIAN MOTION
In this paper, we have used the Dupire's equation to derive the volatility model when the asset price follows logistic Brownian motion. We have used the analysis of Brownian motion, logistic Brownian motion, derivation...
Growth constraints of Small and Medium Enterprises (SMEs) at Glenview Furniture Complex (GFC) in Harare (Zimbabwe)
Small and Medium Enterprises (SMEs) are regarded as the seedbed of entrepreneurship development. The government and other support institutions are making efforts to support the growth of the sector. Despite all these e...
GREEN MARKETING – A BRIDGE BETWEEN CONSUMERISM AND CONSERVATION
The process of globalization accelerates the social responsibilities of corporate houses that have become significant aspect in today's era. The conscious efforts are being made by organizations to maximize its positiv...
DOING BUSINESS DIFFERENTLY IN NIGERIA: THE EMERGING GLOBAL GREEN ECONOMY
The aim of this study was to examine contemporary body of knowledge on the vexed issues of switching to low-carbon economy, or what is termed green economy or a new way of doing business, different from the status quo....
Imported Versus Local Products: Why and How People Respond Against Different Categories?
Historically people of Bangladesh have preference for imported products and services. The purpose of this exploratory study is to understand the present situation of local or global brand preferences and their underlyi...