Inlämning av Examensarbete / Submission of Thesis

Uttam K.c.; Mohammad Moazzam Hossain; Mohammed Khorshed Alam , pp. 85. MAM/Sektionen för Management, 2008.

The work

Författare / Author: Uttam K.c., Mohammad Moazzam Hossain, Mohammed Khorshed Alam
Titel / Title: An Exploration to Switching Barrier : Swedish Context
Abstrakt Abstract:

This thesis testifies the significance of switching barriers namely inertia,
investment in relationship, switching costs, availability of alternatives and service recovery in
the context of Swedish consumer. Though the barriers are proved as switching barriers it
shows different trend in Swedish customers. That, inertia stands as a dominant barrier
following other barriers in line with less effect. Other than those discussed barriers, “family
ties/bond” was discovered as a new barrier. Moreover, due to high quality of internet banking
in Sweden customers’ are compelled to be loyal with same bank. Findings of the Thesis also
shows that, Swedish bank customers are less inclined to have other bank as secondary one

Ämnesord / Subject: Företagsekonomi - Business Administration\Management Control
Företagsekonomi - Business Administration\Management Control
Företagsekonomi - Business Administration\Marketing
Nyckelord / Keywords: Satisfaction, Dissatisfaction, Loyalty, Swithiching Barrier, Banks

Publication info

Dokument id / Document id:
Program:/ Programme Master of Business Administration (MBA)
Registreringsdatum / Date of registration: 02/04/2009
Uppsatstyp / Type of thesis: Magisterarbete/Master's Thesis (60 credits)


Handledare / Supervisor: Emil Numminen
Organisation / Organisation: Blekinge Institute of Technology
Institution / School: MAM/Sektionen för Management
S-372 25 Ronneby
+46 455 38 50 00

Files & Access

Bifogad uppsats fil(er) / Files attached: mastersthesisdissatisfiedbankcustomersswitching.pdf (507 kB, öppnas i nytt fönster)