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Article
Publication date: 2 November 2021

Cong Zhao, Abu Hanifa Md. Noman and Kaveh Asiaei

The development and maintenance of a long-term relationship with customers are essential for banks to bolster their profits and thrive in a competitive environment. This…

Abstract

Purpose

The development and maintenance of a long-term relationship with customers are essential for banks to bolster their profits and thrive in a competitive environment. This study aims to explore the key factors that influence individuals' bank-switching behavior in the Malaysian retail banking industry to provide insights to bank managers to develop effective customer retention strategies.

Design/methodology/approach

A convenient sampling technique was used to distribute questionnaires to bank customers in Malaysia. A total of 312 utilizable questionnaires were obtained for further analysis. For the data analysis, the authors used explanatory factor analysis (EFA), confirmatory factor analysis (CFA) and logit and probit models to identify the determinants of bank-switching behavior of bank customers in Malaysia.

Findings

This study revealed that switching costs, effective advertising from competitors, inconvenience, price factor and service failures significantly influence customers' retail bank-switching behavior in the Malaysian context. The findings bring some significant policy implications for bank management decisions.

Research limitations/implications

The non-probability, convenience online sampling method may not be generalized to the population. However, the descriptive demographic statistics show that the findings provide a reasonable representation of the Malaysian population.

Originality/value

This study empirically investigates the determinants of individual customers' retail bank-switching behavior in the Malaysian context. This study is the first of its kind to observe the unique feature of price factor as a determinant of individual customers' switching behavior in the Malaysian retail banking industry, contrasting previous similar studies in different countries.

Details

International Journal of Bank Marketing, vol. 40 no. 2
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 4 December 2017

Hayiel Hino

The purpose of this paper is to investigate the relationship between switching intention and actual behaviour in the grocery shopping context. In particular, the study…

Abstract

Purpose

The purpose of this paper is to investigate the relationship between switching intention and actual behaviour in the grocery shopping context. In particular, the study examines how switching intention drives customers to either replace the current store or cross to others. In addition, the study examines the role of cross-shopping in total-switching behaviour.

Design/methodology/approach

The study employs data collected from a sample consisting of 247 food grocery shoppers. The conceptual framework and hypothesis were analysed using the partial least squares approach.

Findings

The empirical results support the author’s claim that the research approach applied in this study better explains the switching intention–actual behaviour relationship. Specifically, the analysis provides strong support for the effect of switching intention and various moderating barriers on both cross-shopping and total-switching behaviour. Additionally, the study results point to the positive relationship between cross-shopping and total-switching, indicating that crossing to competing stores is the first step towards utilising the total-switching behaviour.

Practical implications

Implications for food retail providers are identified, together with a discussion of the study’s limitations and avenues for future research.

Originality/value

The study extends previous research in that it proposed and tested a conceptual framework for investigating the relationship between switching-intention and actual behaviour, claiming that switching intention drives customers to either replace their current store or cross to others, whereas the crossing pattern is a predictor of the total-switching behaviour.

Details

British Food Journal, vol. 119 no. 12
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 28 February 2019

Munazza Saeed and Ilhaamie Binti Abdul Ghani Azmi

The purpose of this paper is to examine the influence of customer equity on the brand-switching behaviour of millennial Muslim consumers in Pakistan and Malaysia using the…

Abstract

Purpose

The purpose of this paper is to examine the influence of customer equity on the brand-switching behaviour of millennial Muslim consumers in Pakistan and Malaysia using the theory of planned behaviour framework.

Design/methodology/approach

Data were collected from 706 millennial Muslim consumers from two universities in each country through a self-administered questionnaire using a multi-cluster probability sampling and were analysed using structural equation modelling.

Findings

The findings demonstrate that the customer equity dimensions (awareness of American brands, perceived quality and image of American brands) are significantly different between the two countries, and moreover, customer equity strongly influences the brand-switching intention behaviour in both countries, and this consequently influences the actual brand-switching behaviour.

Practical implications

This study is important for those firms who have many prospective switchers and Muslim consumers, because it is essential to understand why brand-switching behaviour occurs, and to what extent such firms can discourage such consumers from leaving the brand.

Originality/value

This is the first paper of its kind to examine the brand-switching behaviour of millennial Muslim consumers in two different cultures.

Details

South Asian Journal of Business Studies, vol. 8 no. 1
Type: Research Article
ISSN: 2398-628X

Keywords

Article
Publication date: 27 May 2014

Vishal Vyas and Sonika Raitani

The price war and intense competition in Indian banking industry have exposed banks to one of the major threat of switching. Consumers are now more price and service…

3763

Abstract

Purpose

The price war and intense competition in Indian banking industry have exposed banks to one of the major threat of switching. Consumers are now more price and service conscious in their financial services purchasing behaviour. They are more prone to change their banking behaviour as banking products and services are nearly identical in nature. The purpose of this paper is to provide an insight of the drivers that lead a customer switch from one service provider to another in Indian banking industry using exploratory design.

Design/methodology/approach

The impacts of the influencing factors have been studied and tested empirically using exploratory factor analysis. Quantitative data have been collected by means of questionnaire employed from Clemes et al. and administered to 296 banking customers of Rajasthan utilizing convenience sampling.

Findings

Results reported that price, reputation, responses to service failure, customer satisfaction, service quality, service products, competition, customer commitment and involuntary switching have their significant effect on customers’ switching behaviour.

Research limitations/implications

The findings of present study can be used by the Indian banks for their product and service designing strategies, marketing strategies and customer services practices in order to reduce customer switching. It would help them in improving their service operations and also in increasing customer satisfaction and loyalty by understanding the banking behaviour of their customers.

Originality/value

The originality lies in the fact that this study is one of few which have focused on the drivers leading to the switching intentions of Indian banking customers.

Details

International Journal of Bank Marketing, vol. 32 no. 4
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 20 December 2018

Kit Hong Wong, Hsin Hsin Chang and Chih Heng Yeh

The purpose of this paper is to develop a conceptual model for smartphone brand switching behavior, based on the consumption value theory (functional value, emotional…

3604

Abstract

Purpose

The purpose of this paper is to develop a conceptual model for smartphone brand switching behavior, based on the consumption value theory (functional value, emotional value, social value and epistemic value) and the cognition affect behavior (CAB) model. Two paths – product consumption values and retail service relational benefits – were considered as the cognitive elements to predict brand commitment (affect) and smartphone brand switching behavior. In addition, switching cost was used to measure the moderating effect on the relationship between brand commitment and smartphone brand switching behavior.

Design/methodology/approach

This research examined whether product consumption value and cognitive benefits related to retail services will enhance brand commitment and then further decrease smartphone brand switching behavior. Switching cost was predicted as a moderator in the model. An investigation of consumers who own a particular brand of smartphone (e.g. the top five smartphone brands: Samsung, Apple, HTC, Sony and Asus) was conducted, and 565 valid responses were collected for the structural equation modeling analysis.

Findings

The results demonstrated that emotional value, social value, epistemic value and confidence benefits increased consumer brand commitment and predicted less smartphone brand switching behavior. In addition, switching cost played a significant moderator role in the relationship between brand commitment and brand switching behavior.

Practical implications

A multiple cognitive paths design, with a consumption values aspect and a relational benefits aspect, can elaborate consumer perceptions of product values and service benefits simultaneously, which can lead to a better understanding of the whole picture of the brand services and the key reasons why consumers commit to a brand. Administrators of brand vendors are suggested to improve product innovation and the professionalism of sales services in order to facilitate consumer consumption values, increase their degree of confidence in members of sales staff and, in the meantime, help these administrators gain an understanding of the real reasons for brand switching so as to provide solutions leading to the maintenance of consumer brand commitment through products or services. This is, in turn, likely to increase continued usage intention and reduce the possibility of brand switching.

Originality/value

This study extended the consumption value theory and the CAB model to show that product consumption value and cognitive benefits related to retail services can enhance brand commitment and further decrease smartphone brand switching behavior. The results indicated that brand retailer managers should regularly conduct activities to connect with their customers to induce consumption values and relational benefits and, consequently, increase brand commitment and prevent customer switching behavior.

Details

Information Technology & People, vol. 32 no. 1
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 19 May 2022

Munazza Saeed, Zarina Waheed, Aysha Karamat Baig and Ilhaamie Abdul Ghani Azmi

The purpose of this qualitative comparative study was to explore the brand-switching behavior of Muslim consumers in selected cities from Pakistan and Malaysia.

Abstract

Purpose

The purpose of this qualitative comparative study was to explore the brand-switching behavior of Muslim consumers in selected cities from Pakistan and Malaysia.

Design/methodology/approach

Data were collected through interviews which were conducted with 30 participants including universities (5), shopping malls (5) and restaurant locations (5) of each country. The constant comparative analysis was used to analyze the data.

Findings

Results revealed that a demonstration of awareness of American brands, their image and perceived quality causes Muslim consumers to switch away from American brands to non-American brands. In addition, this study also showed that the certain reasons compel consumers to stay with American brands.

Practical implications

The findings are helpful for American brands in reconsidering their strategies while segmenting the Muslim consumers as target market.

Originality/value

This is the first paper of its kind to explore Muslim consumer brand-switching behavior by using a qualitative method.

Details

Journal of Islamic Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 23 March 2021

Yingying Hu, Ling Zhao, Xin (Robert) Luo, Sumeet Gupta and Xiuhong He

The purpose of this paper is twofold: first, to clarify what specific behaviors are involved in consumers' partial switching in mobile application (app) usage, and…

Abstract

Purpose

The purpose of this paper is twofold: first, to clarify what specific behaviors are involved in consumers' partial switching in mobile application (app) usage, and, second, to explore the common and differential motivations of these behaviors.

Design/methodology/approach

This paper specified two behaviors in consumers' partial switching in mobile app usage, trialing and combining behaviors, and conceptualized them as different types of variety seeking behaviors. A theoretical model contrasting intrinsic motivations and extrinsic motivations on the two behaviors was developed and tested with a sample of 561 mobile app users in China.

Findings

The findings showed that both trialing and combining behaviors could be motivated by intrinsic individual-related and extrinsic technology-related factors. Besides, intrinsic individual-related factors were more effective in motivating trialing behavior, whereas extrinsic technology-related factors were more effective in motivating combining behavior. All these findings are applicable and consistent in both hedonic and utilitarian apps.

Originality/value

This study extends and advances the literature on information technology switching by investigating consumer use behaviors from a new perspective of partial switching and multiple competing apps usage. This study also contributes to variety seeking literature by extending the understanding of variety seeking to the context of mobile app usage. Finally, by investigating the associations and distinctions of trialing and combining behavior, this study not only helps to fully understand the partial switching but also enriches the understanding of different types of variety seeking behaviors.

Details

Internet Research, vol. 31 no. 5
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 6 October 2021

Eunji Häne and Lukas Windlinger

A tendency that employees do not frequently switch between different activity settings was reported in previous studies, which are opposed to underlying assumptions of…

Abstract

Purpose

A tendency that employees do not frequently switch between different activity settings was reported in previous studies, which are opposed to underlying assumptions of activity-based working (ABW) offices. Although ABW is increasingly becoming a standard office concept, employees’ switching behaviour has not been studied in depth. This study aims to understand employees’ switching behaviour by identifying reasons (not) to switch and various influencing factors of switching behaviour.

Design/methodology/approach

An online survey was conducted across Switzerland and Belgium, and 124 respondents participated in the questionnaire. The mismatch model was developed to examine whether the misfit between either activity or preference and work environment leads to switching to another place in the office.

Findings

Results show that most of the respondents switch multiple times a day, which runs counter to the previous studies. Furthermore, this study presented clear evidence that mandatory switching frequency is independent of various factors presented in the study, indicating that the distinction between mandatory and voluntary switching is valid. Besides, results identified privacy, acoustics, distraction, proximity to team/colleagues as reasons to switch and as reasons not to switch, place preference/attachment, proximity to the team were determined.

Originality/value

This study contributed to better understanding switching behaviour by defining, distinguishing switching behaviour, identifying reasons (not) to switch and influencing factors of switching frequency. In addition, this study compared the misfit between activity and environment and the misfit between preference and environment as push factors leading to switching behaviour. These findings can provide more knowledge of switching behaviour to workplace or facility management practitioners.

Details

Journal of Corporate Real Estate , vol. 24 no. 3
Type: Research Article
ISSN: 1463-001X

Keywords

Article
Publication date: 1 June 2010

Mohammad Suleiman Awwad and Bashar Awad Neimat

This study aims at identifying the most critical factors affecting the customer switching behavior for mobile service providers in Jordan. A number of 580 questionnaires…

1160

Abstract

This study aims at identifying the most critical factors affecting the customer switching behavior for mobile service providers in Jordan. A number of 580 questionnaires distributed to a random sample of Jordanian mobile users. The questionnaire contains 33 items measured on a five‐point likert scale. The data were analyzed using regression analysis. It was found that all the independent variables (pricing, inconvenience, core service failures, service encounter failures, employee responsiveness to service failures, attraction by competitors, changes in technology, switching cost) had a significant effect on switching behavior of mobile service users except change in technology and employee responsiveness to service failure. Recommendations and directions for future research are proposed.

Details

Journal of Economic and Administrative Sciences, vol. 26 no. 1
Type: Research Article
ISSN: 1026-4116

Keywords

Article
Publication date: 15 August 2016

Yi-Fei Chuang and Yang-Fei Tai

This study aims to analyze and explain the characteristics and findings in previous studies of switching behavior and identifies the developments within this topic in…

3097

Abstract

Purpose

This study aims to analyze and explain the characteristics and findings in previous studies of switching behavior and identifies the developments within this topic in order to improve its current understanding.

Design/methodology/approach

The authors construct a literature database of studies published in prominent business and management journals from 1996 to 2013 and conduct an analysis using the variables in the data fields. Furthermore, we execute meta-analysis to combine the research goals of tracing the history of customer switching behavior studies.

Findings

Satisfaction switching costs and attractiveness of alternatives are the most commonly used predictor variables to explain switching intentions. Switching costs subjective norms and interpersonal relationships moderate the relationship between switching intentions and its antecedents. Customer switching behavior in mobile telecommunication services has received a lot of attention.

Practical implications

This study assists researchers by examining the type and topic of these studies and the research tools and findings reported in theory. The authors ultimately identify the developmental trend in the literature on switching behavior and propose a direction for future studies.

Originality/value

This study clarifies the characteristics and findings of previous studies on switching intention from a literature review and improves the current understanding.

Details

Management Research Review, vol. 39 no. 8
Type: Research Article
ISSN: 2040-8269

Keywords

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