Title: Determinants of customer switching behaviour: evidence from the non-bank financial institutions in Ghana
Authors: Ernest Yaw Tweneboah-Koduah; Victoria Mann; Daniel Marboye Quaye
Addresses: Department of Marketing and Entrepreneurship, University of Ghana Business School, P.O. Box LG 78, Legon, Accra, Ghana ' Department of Marketing and Entrepreneurship, University of Ghana Business School, P.O. Box LG 78, Legon, Accra, Ghana ' Department of Marketing and Entrepreneurship, University of Ghana Business School, P.O. Box LG 78, Legon, Accra, Ghana
Abstract: Due to the intensified competition in the financial sector as a result of homogenous products and services, it is becoming increasingly important for service providers to take steps to retain their customers. The paper sought to investigate the factors influencing NBFIs' customer switching behaviour. Data collected from 400 respondents was analysed using descriptive statistics and multiple regressions. The study found excessive pricing, poor service quality, customer dissatisfaction and lack of trust to have a statistically significant influence on NBFIs' customer switching behaviour in Ghana.
Keywords: determinants; customer; switching behaviour; non-bank financial institutions; NBFIs; savings and loans companies; Ghana.
DOI: 10.1504/IJSEM.2017.095452
International Journal of Services, Economics and Management, 2017 Vol.8 No.4, pp.268 - 286
Received: 21 Sep 2017
Accepted: 08 May 2018
Published online: 04 Oct 2018 *