Customer switching behaviour in Indian retail banking using logit regression

Q3 Business, Management and Accounting International Journal of Business Excellence Pub Date : 2023-01-01 DOI:10.1504/ijbex.2023.130255

Kiran Mehta, Renuka Sharma, Vikas Khanna

引用次数: 2

Abstract

Due to global competition, banks are forced to look at the trade-off between customer retention and customer acquisition. Under such circumstances, banks are formulating strategies to increase customer satisfaction and customer loyalty. The similarity in the products and services of various banks has signalled the way for customer switching behaviour. In such a scenario, research focusing on the reasons for switching decisions by the customers will help the banks to retain customers. In lieu of this, the present study is intended to examine the switching behaviour of the customers in retail banking in India. The results are obtained using EFA, CFA and logit regression. The findings of the study show that out of nine dimensions, service quality, reputation, and pricing related issues have shown a comparatively more substantial impact on customer switching behaviour. The findings of the study have multi-faceted implications for retail banks.

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使用logit回归分析印度零售银行客户转换行为

由于全球竞争，银行被迫考虑在客户保留和客户获取之间的权衡。在这种情况下，银行正在制定提高客户满意度和客户忠诚度的策略。各家银行在产品和服务上的相似之处，为客户转换行为指明了方向。在这种情况下，研究客户切换决策的原因将有助于银行留住客户。取而代之的是，本研究旨在研究印度零售银行客户的转换行为。结果采用EFA、CFA和logit回归得到。研究结果表明，在九个维度中，服务质量、声誉和价格相关问题对客户转换行为的影响相对更大。这项研究的结果对零售银行有多方面的影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Business Excellence Business, Management and Accounting-Business and International Management

CiteScore

1.60

自引率

0.00%

发文量

期刊介绍： Business excellence relies heavily on the type of strategies, techniques and tools for measuring and benchmarking the business performance. Subsequently, identifying best practices and their implementation eventually decides excellence in business. Given the importance of business excellence, a journal devoted to performance evaluation and best practices, especially in order to be competitive in the global market, is essential. IJBEX addresses new developments in business excellence and best practices, and methodologies to determine these in both manufacturing and service organisations. Topics covered include: -Performance measures and metrics in business management- Methodologies and tools for performance measurement- Benchmarking business performance- Business excellence in various functional areas- Best practices in business management- World class business and operational strategies and techniques- Alignment between different levels of strategies- Understanding the customer requirements- Process design and management- Knowledge management for improved performance- Systems approach for determining the best practices- Six-Sigma, QFD, Taguchi methods and TQM- Data warehousing and data mining in business excellence- Measuring performance in creative industries- Best practices in creative economy and industries