Consumer switching behavior in the Asian banking market

Article Abstract:

Switching behavior among bank customers was found to be driven by three incident types: pricing, inconvenience, and service failures. Of the three, pricing was the most influential. About 75% of switching was driven by two or more incidents; implications are discussed.

Customer Relations, Causes of, Consumer complaints

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Examining service experiences and post-consumption evaluations

Article Abstract:

Employee service and core service are among the factors identified as key components driving customer satisfaction and attitude toward service brands, both during and after consumption of services. Data are drawn from 254 bank customers.

Product quality, Quality Control Management, Quality management, Quality control, Customer service, Customer satisfaction, Support services

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Banking patronage motives of the urban informal poor

Article Abstract:

The difficulties faced by urban poor population in utilizing banking services are assessed by focusing South Africa.

South Africa, Economic aspects, Urban poor

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