Developing a Model for Customer Switching for Banks: (A Case Study of Ahantaman Rural Bank)
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Date
SEPTEMBER 2016
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Abstract
This study examined the Customer Switching Data of Ahantaman Rural Bank
with particular interest in predicting customers who are very likely to switch bank
in the near future. The data used was a primary data which was obtained through
interviewing of customers of the bank. The objective of the study was to design
a model to predict likelihood of customer switching banking services. Logistic
regression model was considered as an appropriate statistical tool for analyzing
the data since the variables were categorical in nature. Analysis of the data
revealed that customer satisfaction, pricing, reliability and employee competence
constructs made significant contribution to customer switching intentions in
Ahantaman Rural Bank in Ahanta West District in Ghana.
The results showed further that 51.3% of customers who do banking transactions
at the head office of Ahantaman Rural Bank have intended to switch services
with the bank.
Description
A thesis submitted to the Department of Mathematics,
Kwame Nkrumah University of Science and Technology in
partial fulfillment of the requirement for the Degree
of Master of Philosophy in Mathematical Statistics.