Regulating Switching Barriers in UK Retail Banking: the Student and Recent Graduate Market.

Garner, Philip M (2009) Regulating Switching Barriers in UK Retail Banking: the Student and Recent Graduate Market. [Dissertation (University of Nottingham only)] (Unpublished)

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Abstract

The central objective of this research paper was to measure and analyse the impact of switching barriers in the UK retail banking industry. My analysis utilises a typographical framework developed by Burnham et al. (2003) in an attempt to ensure that my research not only furthers our understanding of the industry itself, but also of switching barriers in general.

Key findings included the estimation of the relative magnitudes of individuals switching cost types and facets; the elucidation of crucial driver relationships through which regulatory activity could be achievable, such as increased consumer education to reduce perceptions of the industry’s complexity; and recognition that satisfaction was still playing a central role in customer retention, albeit with high switching barriers generally playing a mediatory role. In addition, I carried out an initial assessment of the impact of online banking, finding that no significant differences in switching barrier perceptions were being experienced by high-frequency users. Finally, I made some constructive modifications to the typographical framework by identifying a previously unappreciated division between time and effort spent on information-related activities and that spent more generally on non-informational activities within the switching process.

Item Type: Dissertation (University of Nottingham only)
Depositing User: EP, Services
Date Deposited: 09 Aug 2011 09:26
Last Modified: 25 Oct 2016 12:19
URI: http://eprints.nottingham.ac.uk/id/eprint/23032

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