Service Provider Migration and Bank Switching Behaviour: Factors Influencing Customer Retention in Harare's Banking Sector

Cletos Garatsa, Leo Mataruka and Christopher Zishiri
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Cletos Garatsa: Catholic University of Zimbabwe
Leo Mataruka: Catholic University of Zimbabwe
Christopher Zishiri: Midlands State University

African Journal of Commercial Studies, 2025, vol. 6, issue 1

Abstract: This mixed-methods case study explores the complex landscape of service provider migration and bank switching behaviour among online banking customers in Harare, Zimbabwe, specifically focusing on customer retention factors. The research, which integrates quantitative data from a survey of 224 customers and qualitative insights from in-depth online interviews with 13 bank managerial participants, uncovers significant relationships that provide actionable insights. The quantitative analysis reveals that higher behavioural intentions are associated with increased switching (t = 3.45, p

Keywords: Service Provider Migration; Switching Costs; Customer loyalty; Bank Switching Behaviour; online banking; Customer Retention (search for similar items in EconPapers)
JEL-codes: G21 M31 (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:cwk:ajocsk:2025-19

DOI: 10.59413/ajocs/v6.i.1.2

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