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International Journal for Research Trends and Innovation
International Peer Reviewed & Refereed Journals, Open Access Journal
ISSN Approved Journal No: 2456-3315 | Impact factor: 8.14 | ESTD Year: 2016
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Impact Factor : 8.14
Issue per Year : 12
Volume Published : 11
Issue Published : 118
Article Submitted : 21508
Article Published : 8513
Total Authors : 22399
Total Reviewer : 805
Total Countries : 158
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| Paper Title: | Impact of Perceived Switching Costs on Customer Loyalty in Banks: An Empirical Investigation |
| Authors Name: | Tawseef Ahmad Ganaie , Mushtaq Ahmad Bhat |
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| Author Reg. ID: |
IJRTI_186138
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| Published Paper Id: | IJRTI2304170 |
| Published In: | Volume 8 Issue 4, April-2023 |
| DOI: | |
| Abstract: | The financial sector reforms 1992 coupled with knowledge explosion, surging competition and customer search for better service quality has led the banks to work on the customer retention through perpetrating the switching barriers. Customer acquisition is more costlier than retaining existing ones (Anabila et al., 2012) and banks, mostly, are competing on core service offerings. Keeping in view the growing importance of switching costs as a strategic weapon to retain customers, present study aims to examine the impact of switching costs on customer loyalty in banks of North India by using Partial Least square Equation Modelling (PLS-SEM). The data collected from 738 bank customers brought to the light that the financial, relational and procedural switching costs have positive and significant effect on customer loyalty. The results further revealed that relational switching cost has greater impact followed by procedural and financial switching costs on customer loyalty. The results call more attention to strengthen the financial switching costs to tighten the noose on customer churn rate. |
| Keywords: | Perceived Switching Costs, Switching Barriers, Customer Churn, Customer Loyalty, Banks |
| Cite Article: | "Impact of Perceived Switching Costs on Customer Loyalty in Banks: An Empirical Investigation", International Journal for Research Trends and Innovation (www.ijrti.org), ISSN:2455-2631, Vol.8, Issue 4, page no.1043 - 1051, April-2023, Available :http://www.ijrti.org/papers/IJRTI2304170.pdf |
| Downloads: | 000205327 |
| ISSN: |
2456-3315 | IMPACT FACTOR: 8.14 Calculated By Google Scholar| ESTD YEAR: 2016 An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.14 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator |
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Published Paper ID: IJRTI2304170
Registration ID:186138
Published In: Volume 8 Issue 4, April-2023
DOI (Digital Object Identifier):
Page No: 1043 - 1051 Country: Srinagar, JAMMU AND KASHMIR, India Research Area: Commerce Publisher : IJ Publication Published Paper URL : https://www.ijrti.org/viewpaperforall?paper=IJRTI2304170 Published Paper PDF: https://www.ijrti.org/papers/IJRTI2304170 |
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ISSN: 2456-3315
Impact Factor: 8.14 and ISSN APPROVED,
Journal Starting Year (ESTD) : 2016
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