How customers respond to bank problems : an exploratory study.

• Main Authors: Oh, Soo Cheng., Tan, Hwee Cheng., Yap, Hong Leong.
• Other Authors: Gerrard, Philip
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Marketing::Consumer behavior; DRNTU::Business::Finance::Banking
• Online Access: http://hdl.handle.net/10356/8398
• Institution: Nanyang Technological University

Bank customers generally experience problems with their main bank. Some customers may speak about their unhappiness to the bank; others may remain silent. Ultimately, some of them may switch to another bank, while others may stay with the bank. Knowing their behaviour is crucial to banks.