An investigation into the switching process in retail banking services

By Mark Colgate, R. Hedge. 2001

316 citations recorded by the source corpus.

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The Effect of Service Price Increases on Customer Retention (2009, unknown): “Pricing issues have been identified as key triggers for switching between service providers (Colgate and Hedge 2001; Keaveney 1995).”
Customer switching behaviour in the Chinese retail banking industry (2010, background): “Some researchers have studied customer switching behaviour in developed countries (for example, Clemes, Gan & Zheng, 2007; Colgate & Hedge, 2001; Gerrard & Cunningham, 2000; Stewart, 1998; Keaveney, 1995).”
The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction (2006, background): “In the sphere of banking, pricing problems associated with perceptions of unfairness and non-competitiveness, such as fee charges and interest rates, contribute to bank switching behaviour by consumers ( Colgate and Hedge, 2001”
A field study of customers’ switching behavior for bank services ☆ (2007, background): “that bank customers are more likely to change banks due to high interest rates on credit cards, low interest rates on savings account and denial of loan applications (Moutinho and Meidan, 1989; Colgate and Hedge, 2001).”