Understanding customer switching behavior: An empirical examination of mobile financial services
This study examines the principal determinants influencing customer switching behaviour (CSB) in Bangladesh's mobile financial services (MFS) market, providing insights into how these factors determine switching decisions. An investigation of a survey of 405 MFS customers in Bangladesh using st...
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| Format: | Article |
| Language: | English |
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Elsevier
2025-01-01
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| Series: | Social Sciences and Humanities Open |
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| Online Access: | http://www.sciencedirect.com/science/article/pii/S2590291124004674 |
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| author | Iftekhar Ahmed Abdullah Al Masud Md Alamgir Hossain Md Abir Hossain Minho Kim |
| author_facet | Iftekhar Ahmed Abdullah Al Masud Md Alamgir Hossain Md Abir Hossain Minho Kim |
| author_sort | Iftekhar Ahmed |
| collection | DOAJ |
| description | This study examines the principal determinants influencing customer switching behaviour (CSB) in Bangladesh's mobile financial services (MFS) market, providing insights into how these factors determine switching decisions. An investigation of a survey of 405 MFS customers in Bangladesh using structural equation modeling (SEM) for hypothesis testing. The study found that a number of factors, such as excessive price, poor service quality, poor reputation, inconvenience, poor technology, dissatisfaction, and loss of loyalty, are the primary causes of CSB in Bangladeshi MFS. Furthermore, our findings also revealed a process involving several steps that consumers take before ultimately deciding to switch. In a competitive market, these insights give MFS providers practical advice on how to improve marketing and service quality, boost revenue, and keep customers. This study supports MFS providers in creating long-lasting customer connections and attaining growth by highlighting the importance of price, reputation, and service quality in preserving customer loyalty. |
| format | Article |
| id | doaj-art-b836eb0c64584eb49e16228e935cb0eb |
| institution | Kabale University |
| issn | 2590-2911 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Social Sciences and Humanities Open |
| spelling | doaj-art-b836eb0c64584eb49e16228e935cb0eb2025-01-30T05:14:56ZengElsevierSocial Sciences and Humanities Open2590-29112025-01-0111101270Understanding customer switching behavior: An empirical examination of mobile financial servicesIftekhar Ahmed0Abdullah Al Masud1Md Alamgir Hossain2Md Abir Hossain3Minho Kim4Department of Management Studies, University of Barishal, Barishal, 8254, BangladeshDepartment of Management Studies, University of Barishal, Barishal, 8254, BangladeshDepartment of Management, Hajee Mohammad Danesh Science and Technology, BangladeshDepartment of Management Studies, University of Barishal, Barishal, 8254, BangladeshDepartment of International Trade, Jeonbuk National Univeristy, Jeonju, 54896, South Korea; Corresponding author.This study examines the principal determinants influencing customer switching behaviour (CSB) in Bangladesh's mobile financial services (MFS) market, providing insights into how these factors determine switching decisions. An investigation of a survey of 405 MFS customers in Bangladesh using structural equation modeling (SEM) for hypothesis testing. The study found that a number of factors, such as excessive price, poor service quality, poor reputation, inconvenience, poor technology, dissatisfaction, and loss of loyalty, are the primary causes of CSB in Bangladeshi MFS. Furthermore, our findings also revealed a process involving several steps that consumers take before ultimately deciding to switch. In a competitive market, these insights give MFS providers practical advice on how to improve marketing and service quality, boost revenue, and keep customers. This study supports MFS providers in creating long-lasting customer connections and attaining growth by highlighting the importance of price, reputation, and service quality in preserving customer loyalty.http://www.sciencedirect.com/science/article/pii/S2590291124004674Mobile financial serviceTheory of planned behaviorCustomer switching behavior |
| spellingShingle | Iftekhar Ahmed Abdullah Al Masud Md Alamgir Hossain Md Abir Hossain Minho Kim Understanding customer switching behavior: An empirical examination of mobile financial services Social Sciences and Humanities Open Mobile financial service Theory of planned behavior Customer switching behavior |
| title | Understanding customer switching behavior: An empirical examination of mobile financial services |
| title_full | Understanding customer switching behavior: An empirical examination of mobile financial services |
| title_fullStr | Understanding customer switching behavior: An empirical examination of mobile financial services |
| title_full_unstemmed | Understanding customer switching behavior: An empirical examination of mobile financial services |
| title_short | Understanding customer switching behavior: An empirical examination of mobile financial services |
| title_sort | understanding customer switching behavior an empirical examination of mobile financial services |
| topic | Mobile financial service Theory of planned behavior Customer switching behavior |
| url | http://www.sciencedirect.com/science/article/pii/S2590291124004674 |
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