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Customer switching behavior:: A study of customer switching behavior in the banking sector with the emergence of challenger banks
University West, School of Business, Economics and IT, Division of Business Administration.
2020 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This thesis has been developed with the purpose of finding out what motivates traditional banking customers to migrate to challenger banks and what motivates them to make challenger banks as their primary bank. To respond the research question, a deductive approach has been chosen. A theoretical model has been created based on theories from existing studies on switching consumer behavior such as those of (Keaveney, 1995), (Manrai & Manrai, 2007) and (Thaichon, et al., 2017) . For the theoretical model of this thesis, factors such as service failures, response to service failures, price, service quality, diversified services, ease banking, ethical issues and word of mouth have been considered. This model has been empirically analysed through quantitative data from bank customers from all over the world who have used the banking services of both branches. The data has been collected through a questionnaire. Initially, it was going to be distributed only to residents in Spain but given that there was a lack of participation to consider the sample representative, it was decided to distribute the questionnaire on an international level. The results obtained indicate that the factors that most influence traditional bank customers to switch to challenger banks are the more competitive prices offered by challenger banks, their ability to offer the services in a simple and intuitive way in their applications, the quality of their service and the range of diversified services.

Place, publisher, year, edition, pages
2020. , p. 48
Keywords [en]
Fintech, challenger banks, retail banking, traditional banking, customer switching behavior
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hv:diva-15450Local ID: EXC518OAI: oai:DiVA.org:hv-15450DiVA, id: diva2:1454088
Subject / course
Business administration
Educational program
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Available from: 2020-07-22 Created: 2020-07-14 Last updated: 2020-07-22Bibliographically approved

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  • apa
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  • nn-NO
  • nn-NB
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Output format
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