Service quality and customer switching behavior are among the most important factors that
affect service companies' market share and profitability, yet they remain understudied in …

Purpose The digital transformation in the banking industry has brought about complexity and
competitiveness which has made differentiation challenging for banks. Complemented by …

Advances in electronic banking technology have created novel ways of handling daily
banking affairs, especially via the online banking channel. The acceptance of online …

Top performing financial institutions always look into the needs and demands of their
customers in order to survive and compete successfully in today's dynamic corporate …

The present research was conducted in a bank in Tehran, Iran, in 2009/2010. This report is
the outcome of a field research, which aimed to determine the quality of services offered by …

Consumer crowdlending to small and medium enterprises is an increasingly relevant
financial service phenomenon which depends on platforms as an intermediary. To match …

Purpose–The overall purpose of this study was to develop an understanding of the
mediating effect of organizational reputation on service recommendation and customer …

Purpose–The paper aims to measure customer experience in Indian banks. This study
examines the 14 factors of customer experience and identifies their impact on customer …

This paper reports the results of research investigating the determinants of the propensity to
switch wireless service providers. A model generated from the data rather than from a priori …

Unlike technology users in business organizations, users of personal information
technologies are usually not bound to specific products and have the freedom to switch from …