Commercial Bank Selection Process Used by Individual Customers: Factor Analysis on Banks of Bangladesh

Parvin, Afroza; Perveen, Rumana

doi:10.3329/jbt.v7i2.16452

Cited by 2 publications

(2 citation statements)

References 12 publications

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“…Chigamba and Fatoki (2011) argued that ease of opening a bank account, financial stability of the bank and ATM locations showed the highest influence in South Africa. Parvin and Perveen (2102) reported that the most important factor influencing the customer is responsiveness which further includes friendliness, personality, counselling and foreign service. The study further showed that convenience, reliability, assurance and safety factors also influence the customer to choose a bank.…”

Section: Literature Reviewmentioning

confidence: 99%

Bank Attribute Factors in Determining Customers’ Choice of Commercial Banks

Kattel

Shah

2020

J. Bus. Soc. Sci. Res.

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The paper aims to identify the factors influencing customers the choice of commercial banks in Nepal. Banks mainly earn from customer deposits, so they influence customers to open bank accounts by providing different services. The study seeks to analyse the impact of different variables (reputation, service quality, financial gain, convenience, group influence, information availability, and physical facilities) on the customers’ choice of the bank. Based on descriptive and inferential research designs, the study made use of primary data collected through a structured questionnaire surveyed successfully on 150 customers having accounts in different commercial banks. Descriptive analysis shows the highest mean score in convenience, it urges banks to focus on providing easy access to their services. By using correlation and regression, the study discovered that reputation, service quality and financial gain have influenced customers to choose banks. Among the three variables measured, reputation made the strongest influence on customers' choice of the bank, whereas group influence and information availability had no impact.

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Section: Literature Reviewmentioning

confidence: 99%

Bank Attribute Factors in Determining Customers’ Choice of Commercial Banks

Kattel

Shah

2020

J. Bus. Soc. Sci. Res.

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“…A review of the literature shows that this technique has been employed in many previous studies to rank the criteria used by students to select their bank (e.g. Haron et al, 1994;Cunningham, 1997, 2001;Almossawi, 2001;Şafakli, 2007;Rashid and Hassan, 2009;Parvin and Perveen, 2012;Muzenda, 2014). Generally, four factors emerge (competence, recommendations, bank costs, returns and services, and location) and so it was this number of factors that the analysis sought to confirm.…”

Section: Data Analysis Proceduresmentioning

confidence: 99%

Bank and product selection – an Australian student perspective

Tucker

Jubb

2018

IJBM

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Purpose The purpose of this paper is to investigate and comment on the factors used by Australian students to select their bank and the products and services they utilise, based on responses to an online questionnaire. Design/methodology/approach A mixed-methods approach, incorporating both qualitative and quantitative methods, was used to investigate this research issue. Convenience sampling resulted in 276 completed online responses. Mean ranking and factor analysis methods were employed to identify the key factors used in selecting a bank and frequency analysis used to examine the products and services utilised by students. Findings The key factors used by students to select a bank in Australia were bank competence, recommendations and outside influences, bank costs, returns and services, and finally location. The main bank products and services used by students were automated teller machines (ATMs), savings accounts, internet and telephone banking, and debit cards. Research limitations/implications The use of an online survey which limits the pool of respondents to internet users and, the sample size limits generalisability of the findings. Practical implications Banks can better target and understand the key determinants used by students in selecting a bank and the products and services this group values. This will allow Australian banks to develop programs to better attract and retain student customers. Originality/value Provides insight to and understanding of the determinants used by students to select their bank and the products and services they utilise. Furthermore, this study fills a gap in the literature by focusing on the banking behaviour of Australian students, an important segment of bank customers previously under-researched.

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Commercial Bank Selection Process Used by Individual Customers: Factor Analysis on Banks of Bangladesh

Cited by 2 publications

References 12 publications

Bank Attribute Factors in Determining Customers’ Choice of Commercial Banks

Bank Attribute Factors in Determining Customers’ Choice of Commercial Banks

Bank and product selection – an Australian student perspective

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