A model for customer retention in electronic banking market

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KHOSRAVI AHMAD; NASEHIFAR VAHID; Ghobadi Lamuki Tohfeh; Islambolchi Alireza; HajiBabaei Hossein

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Journal Paper

Paper Information

Journal: SOCIAL DETERMINANTS OF HEALTH Year:2022 | Volume:8 | Issue:1 Page(s): 0-0

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Title

A model for customer retention in electronic banking market

Author(s)

Keywords

Banking Personal

Electronics

Marketing

Abstract

Background: In a difficult competitive environment, timely and organized relationship with customers is the best way to increase customer satisfaction, increase sales and reduce costs. Methods: In a mixed method, interview was used in qualitative section and questionnaire was used in the quantitative section. The statistical population for the interview was 12 people and the statistical population of the quantitative section included 380 customers of Saderat Bank of Isfahan and Lorestan provinces that their total number was 37000. Measurement tools included a researcher-made questionnaire and an interview form. Data analysis was performed by regression test method in SPSS software. Results: The website, ease of use, information security, appropriate format, savings in time, and subjective norms were considered as effective variables of electronic banking services. The results indicated that each of the above components have a direct and significant relationship with customer retention. to save time, service offering systems should be used using the data of each customer and the information and the services provided without the need for the customer's presence in electronic services to improve performance of electronic banking as well as provide conditions for full competition in the market for banks to increase the performance of banks. Conclusion: Given the development pattern of customer retention in banking services, it is necessary to pay special attention to the importance of the effective factors listed by managers and employees.

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Sustainable growth for the self-employed in the retail industry based on customer equity, customer satisfaction, and loyalty

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APA: Copy

KHOSRAVI, AHMAD, NASEHIFAR, VAHID, Ghobadi Lamuki, Tohfeh, Islambolchi, Alireza, & HajiBabaei, Hossein. (2022). A model for customer retention in electronic banking market. SOCIAL DETERMINANTS OF HEALTH, 8(1), 0-0. SID. https://sid.ir/paper/1126538/en

Vancouver: Copy

KHOSRAVI AHMAD, NASEHIFAR VAHID, Ghobadi Lamuki Tohfeh, Islambolchi Alireza, HajiBabaei Hossein. A model for customer retention in electronic banking market. SOCIAL DETERMINANTS OF HEALTH[Internet]. 2022;8(1):0-0. Available from: https://sid.ir/paper/1126538/en

IEEE: Copy

AHMAD KHOSRAVI, VAHID NASEHIFAR, Tohfeh Ghobadi Lamuki, Alireza Islambolchi, and Hossein HajiBabaei, “A model for customer retention in electronic banking market,” SOCIAL DETERMINANTS OF HEALTH, vol. 8, no. 1, pp. 0–0, 2022, [Online]. Available: https://sid.ir/paper/1126538/en

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