Customers’ Switching Behavior In Banking In The Special Region Of Yogyakarta Province Indonesia
Abstract
This study aims to provide influence on the customer‟s switching behavior
in islamic banking in the special region of Yogyakarta Province, Indonesia.
Design/Methodology/Approach
Multiple Regression were used to examine the influence of attitude
towards switching, subjective norm, financial bonding, social bonding,
structural bonding toward switching customers‟ behavior.
Findings
The result responses the variable of the attitude towards and subjective
norm and financial bonding, social bonding, structural bonding significant
to the switching intention to a conventional bank. Findings indicated it
interaction between switching intention and customer satisfaction for
customers‟ switching behavior.
Research implication and recommendations
Perhaps the most important finding of this research is those banking
players particularly improvement customer satisfaction and identifying
most factors driving intention to customers‟ switching.
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