PurposeThe development and maintenance of a long-term relationship with customers are essential for banks to bolster their profits and thrive in a competitive environment. This study aims to explore the key factors that influence individuals' bank-switching behavior in the Malaysian retail banking industry to provide insights to bank managers to develop effective customer retention strategies.Design/methodology/approachA convenient sampling technique was used to distribute questionnaires to bank customers in Malaysia. A total of 312 utilizable questionnaires were obtained for further analysis. For the data analysis, the authors used explanatory factor analysis (EFA), confirmatory factor analysis (CFA) and logit and probit models to identify the determinants of bank-switching behavior of bank customers in Malaysia.FindingsThis study revealed that switching costs, effective advertising from competitors, inconvenience, price factor and service failures significantly influence customers' retail bank-switching behavior in the Malaysian context. The findings bring some significant policy implications for bank management decisions.Research limitations/implicationsThe non-probability, convenience online sampling method may not be generalized to the population. However, the descriptive demographic statistics show that the findings provide a reasonable representation of the Malaysian population.Originality/valueThis study empirically investigates the determinants of individual customers' retail bank-switching behavior in the Malaysian context. This study is the first of its kind to observe the unique feature of price factor as a determinant of individual customers' switching behavior in the Malaysian retail banking industry, contrasting previous similar studies in different countries.

PurposeBanks' service failures are a major determinant of bank customers' switching behavior, which ultimately affects the profitability and stability of banks. Guided by the expectancy violation theory (EVT), this study aims to examine whether and how bank reputation influences the relationship between service failure and customers' switching behavior in the Malaysian banking industry.Design/methodology/approachBy distributing questionnaires to Malaysian bank account holders, the authors gathered 320 usable responses, which were subsequently subjected to explanatory factor analysis, confirmatory factor analysis, Logit regression, Probit regression and independent-variables T-test to identify and elucidate the relationship existent between the dependent and independent variables.FindingsThis study discovered that bank reputation affects the bank customers' switching behavior directly and indirectly via banks' service failure, thereby verifying the application of EVT in the context of customer management.Research limitations/implicationsAlthough the profile of respondents in this study presents a reasonable representation of the Malaysian population, the use of convenience (non-probability) sampling method via online survey may not provide generalizable results.Originality/valueThis study empirically revealed that bank reputation plays a moderator role between service failure in banks and customers' bank-switching behavior. This observation offers useful insights to bank managers into the role of bank reputation in managing customers' switching behavior.

Background: The prevention of AIDS among undergraduates in Wuhan is imminent. To establish correct moral concept and cultivate a healthy way of life are important strategies for undergraduates in AIDS prevention. Methods: This study was inducted in the 15 universities in Wuhan. 127 MSM students were recruited by peer promotion, and 510 non-MSM students were selected by cluster random sampling. The two groups were investigated by anonymous questionnaire, and the questionnaire information was statistically analyzed. Results: The awareness rate of AIDS related knowledge among MSM students was 90.8%, while that of non-MSM students was 64.6%. Neither meets the national requirements. The self-recognition of MSM undergraduates was 95.0%. Among the 497 non-MSM undergraduates, 65.4% were willing to make friends with the MSM undergraduates. There were statistical differences in the social discrimination attitudes of those who knew AIDS-related knowledge (P<0.01) and the attitudes of those with knowledge of AIDS were more positive. Conclusion: The MSM students had high incidence of high-risk sexual behaviours and a separation between knowledge and behaviours. This study focuses on the comparison of the characteristics of knowledge, attitude and behaviour on AIDS between the two groups of people, AIDS prevention in colleges and universities needs a new way of thinking.

Combining the technologies of electronic currency and mobile communication, mobile banking services can not only make people in any time, any place handle a variety of financial services, but also greatly enriched the connotation of banking services. While people are enjoying the convenient, efficient banking services, the security issue becomes a focus of attention and a key to this business development. This paper outlines the development trend of mobile banking service, analysis its existing security measures and challenging problems, and puts forward a new solution to improve the safety of the mobile banking service. It is of significance to the development of mobile banking industry and the financial security of a country.

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