Key determinant factors for retail bank switching in Ghana

Show simple item record Narteh, B. 2015-09-09T12:37:41Z 2017-10-16T10:51:53Z 2015-09-09T12:37:41Z 2017-10-16T10:51:53Z 2013
dc.identifier.citation Bedman Narteh , (2013) "Key determinant factors for retail bank switching in Ghana", International Journal of Emerging Markets, Vol. 8 Iss: 4, pp.409 - 427 en_US
dc.identifier.issn 1746-8809
dc.description.abstract Purpose – The purpose of this paper is to determine the factors that influence retail bank switching in the Ghanaian banking sector. Design/methodology/approach – A detailed review of the extant literature and focus group discussions was used to identify 31 variables which were used to survey 419 customers of 18 retail banks in Ghana. Descriptive statistics and factor analysis were used to identify the main retail bank switching factors. Findings – The result of the study indicates that service encounter failures, pricing failures, electronic banking failures, service recovery failures and core service failures accounted for retail bank customer's decision to switch banks in Ghana. Research limitations/implications – The focus of the study on Ghana limits the generaliseability of the findings. Moreover, the five factor structure identified in the study could be replicated in other countries, thereby setting the stage for cross-country studies on retail bank switching. Originality/value – The study concludes that factors that account for retail bank switching in developed economies are not essentially different from the factors accounting for retail bank switching in Ghana. The study is thus significant especially to foreign banks entering the Ghanaian banking industry as it provides insight into how to satisfy and retain customers. en_US
dc.language.iso en en_US
dc.publisher Emerald Group Publishing Limited en_US
dc.subject Retail bank switching en_US
dc.subject Core service en_US
dc.subject Service recovery en_US
dc.subject Electronic banking en_US
dc.subject Banking en_US
dc.subject Ghana en_US
dc.title Key determinant factors for retail bank switching in Ghana en_US
dc.type Article en_US

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