... of information on the internet, this has led to a phenomenon known as switching behavior. The purpose of this review is to examine the determinants governing switching behavior among bank customers. This review highlights the importance of research which looks beyond pre-adoption behavior by examining post...

...Cong Zhao; Abu Hanifa Md. Noman; Mohammad Kabir Hassan Purpose Banks' 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...

...-switching behavior in the Malaysian retail banking industry to provide insights to bank managers to develop effective customer retention strategies. Design/methodology/approach A convenient sampling technique was used to distribute questionnaires to bank customers in Malaysia. A total of 312 utilizable...