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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/3922

Title: Determination of Customer Switching Using Logistic Regression: Case Studyof Barclays Bank, Ghana
Authors: Agyei Addai, Vincent
Issue Date: 14-Sep-2011
Abstract: The research is to construct a statistical model of customer switching intentions. It uses a binary logistic regression to model the impact of customer satisfaction, customer demographics on customer switching in Barclays Bank Ghana, and to predict and classify customer data. The model predicted that 18.97% of customers are likely to switch from the bank. logit(P)(switching ) = -0.10AGE Results suggest that the most significant customer satisfaction constructs were Quality of staff, Efficiency of customer service, Electronic transactions and pricing. There was also evidence that customers’ age groups and level of education contributed to explaining respondents' propensity to stay with their current banks.
Description: A Thesis submitted to the Department of Mathematics, Kwame Nkrumah University of Science and Technology, Kumasi, in partial fulfillment of the requirement for the degree of Master of Science, 2011
URI: http://hdl.handle.net/123456789/3922
Appears in Collections:College of Science

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