Open AccessFactors Influencing the Customer Switching Behaviour in Investment Banking
Author(s) -
Sahari Salawati,
Norzila Othman,
Shaharuddin Jakpar,
Esmie Obrin Nichol
Publication year - 2020
Publication title -
unimas review of accounting and finance
Language(s) - English
Resource type - Journals
ISSN - 2590-3543
DOI - 10.33736/uraf.2827.2020
Subject(s) - reputation , business , service quality , marketing , quality (philosophy) , order (exchange) , service (business) , investment banking , investment (military) , finance , social science , philosophy , epistemology , sociology , politics , political science , law
This study examines the factors that influence the customer switching behaviour especially in banks. The data was collected through questionnaires distributions to the respondents who were drawn from the customers who have investment account between Tabung Haji and Amanah Saham Nasional Berhad (ASNB) account banks in Malaysia. In order to test the hypotheses, the multiple regression analysis was applied in this study, as predicted from the prospect theory. It was discovered that the reputation, service quality, distance, switching cost, price, involuntary switching, advertising as well as religious belief were not significant driver to the switching behaviour among the bank customers in Malaysia. Based on the findings of this study, it was recommended that bank manager should focus on service quality and also give undivided attention to the price. Therefore, the interest rate charged or fees ought to be followed up while adequate, timely information need to be given to the customers on reasons for change.