Author: L.A. Manrai, A.K. Manrai
Publisher: Elsevier
Pages: 7
Language: English
ISBN: n/a
Description: This digital document is a journal article from Journal of Retailing and Consumer Services, published by Elsevier in 2007. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser. This research paper makes three important contributions with managerial implications concerning the issue of bank service switching behavior. First, it identifies four overall dimensions of customer satisfaction with bank services. These are personnel related considerations, financial considerations (interest earnings and interest payments), environment related considerations (atmospherics), and convenience related considerations (ATM and hours). Next, we develop and test some hypotheses pertaining to the relationship between customer satisfaction and bank service switching behavior as it is mediated by the importance of a particular bank service to a particular customer and by the nature of competitive offerings for different types of banking services available from other banks. Based on the empirical results of a large scale field study, we provide several theoretical and managerial implications.
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