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From triggers to switching: customer switching in retail banking.
В наличии
Местонахождение: Алматы | Состояние экземпляра: новый |
Бумажная
версия
версия
Автор: Neetha J. Eappen and K B Pavithran
ISBN: 9783330070691
Год издания: 2019
Формат книги: 60×90/16 (145×215 мм)
Количество страниц: 364
Издательство: LAP LAMBERT Academic Publishing
Цена: 60142 тг
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Сферы деятельности:Код товара: 227872
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Аннотация: In a business environment that is characterized by intense competition, building customer loyalty has become a key area of focus for most financial institutions. The explosion of the services sector, changing customer demographics and deregulation and emergence of new technology in the financial services industry have had a critical impact on consumers’ financial services buying behaviour. The changes have forced banks to modify their service offerings to customers so as to ensure high levels of customer satisfaction and also high levels of customer retention. Banks have historically had difficulty distinguishing their products from one another because of their relative homogeneity; with increasing competition, the problem has only intensified with no coherent distinguishing theme. Rising wealth, product proliferation, regulatory changes and newer technologies are together making bank switching easier for customers. In order to remain competitive, it is important for banks to retain their customer base.
Ключевые слова: retail banking, service quality, trigger, Service provider switching