IDEAS home Printed from https://ideas.repec.org/a/pal/jofsma/v28y2023i1d10.1057_s41264-021-00135-8.html
   My bibliography  Save this article

Banking sector reforms and customer switching intentions: evidence from the Ghanaian banking industry

Author

Listed:
  • Bright Senanu

    (Ghana Institute of Journalism Marketing)

  • Bedman Narteh

    (University of Ghana Business School)

Abstract

The study examined factors influencing customers' switching intentions among retail banks after regulatory-induced mergers and acquisitions occasioned by banking sector reforms. The approach was quantitative through a survey design. Following a comprehensive review of extant literature, five antecedents were identified and conceptualised as determinants of switching intentions, and survey data were collected from 392 customers of the affected banks. Subsequently, partial least square structural equation modelling was used to test the research model. Empirical insights established direct relationships between price, reputation, and ineffective communication as antecedents to customer switching intentions in the context of regulatory-induced mergers and acquisition. The availability of suitable substitutes moderated the direct relations between price and switching intentions. This study is the first of its kind to interrogate switching intentions after a banking sector reform. It contributes to theory and practice by further interrogating the already empirically tested antecedents of switching in the context of regulatory-induced bank mergers and acquisitions. Additionally, the study enhances the switching literature by submitting evidence on the role of suitable substitutes as a moderator.

Suggested Citation

  • Bright Senanu & Bedman Narteh, 2023. "Banking sector reforms and customer switching intentions: evidence from the Ghanaian banking industry," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(1), pages 15-29, March.
    • Handle: RePEc:pal:jofsma:v:28:y:2023:i:1:d:10.1057_s41264-021-00135-8
    DOI: 10.1057/s41264-021-00135-8
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41264-021-00135-8
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1057/s41264-021-00135-8?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Jason Allen & H. Evren Damar & David Martinez-Miera, 2016. "Consumer Bankruptcy, Bank Mergers, and Information," Review of Finance, European Finance Association, vol. 20(4), pages 1289-1320.
    2. Yi-Fei Chuang & Yang-Fei Tai, 2016. "Research on customer switching behavior in the service industry," Management Research Review, Emerald Group Publishing Limited, vol. 39(8), pages 925-939, August.
    3. John Hulland, 1999. "Use of partial least squares (PLS) in strategic management research: a review of four recent studies," Strategic Management Journal, Wiley Blackwell, vol. 20(2), pages 195-204, February.
    4. Kim, E Han & Singal, Vijay, 1993. "Mergers and Market Power: Evidence from the Airline Industry," American Economic Review, American Economic Association, vol. 83(3), pages 549-569, June.
    5. John Hulland & Mark Houston, 2021. "The importance of behavioral outcomes," Journal of the Academy of Marketing Science, Springer, vol. 49(3), pages 437-440, May.
    6. Hayagreeva Rao, 1994. "The Social Construction of Reputation: Certification Contests, Legitimation, and the Survival of Organizations in the American Automobile Industry: 1895–1912," Strategic Management Journal, Wiley Blackwell, vol. 15(S1), pages 29-44, December.
    7. Asli Demirgüç-Kunt & Ross Levine, 2008. "Finance, Financial Sector Policies, and Long-Run Growth," World Bank Publications - Books, The World Bank Group, number 28021.
    8. Yi-Fei Chuang & Yang-Fei Tai, 2016. "Research on customer switching behavior in the service industry," Management Research Review, Emerald Group Publishing Limited, vol. 39(8), pages 925-939, August.
    9. Bedman Narteh, 2013. "SME bank selection and patronage behaviour in the Ghanaian banking industry," Management Research Review, Emerald Group Publishing Limited, vol. 36(11), pages 1061-1080, October.
    10. Yi-Fei Chuang & Yang-Fei Tai, 2016. "Research on customer switching behavior in the service industry," Management Research Review, Emerald Group Publishing Limited, vol. 39(8), pages 925-939, August.
    11. Bedman Narteh, 2013. "SME bank selection and patronage behaviour in the Ghanaian banking industry," Management Research Review, Emerald Group Publishing Limited, vol. 36(11), pages 1061-1080, October.
    12. repec:eme:mfppss:v:34:y:2008:i:3:p:186-197 is not listed on IDEAS
    13. Chung, Yerim & Kim, Alex Jiyoung, 2020. "Effects of mergers and acquisitions on brand loyalty in luxury Brands: The moderating roles of luxury tier difference and social media," Journal of Business Research, Elsevier, vol. 120(C), pages 434-442.
    14. Wirtz, Jochen & Xiao, Ping & Chiang, Jeongwen & Malhotra, Naresh, 2014. "Contrasting the Drivers of Switching Intent and Switching Behavior in Contractual Service Settings," Journal of Retailing, Elsevier, vol. 90(4), pages 463-480.
    15. Abdul Latif Alhassan & Kwaku Ohene-Asare, 2016. "Competition and bank efficiency in emerging markets: empirical evidence from Ghana," African Journal of Economic and Management Studies, Emerald Group Publishing Limited, vol. 7(2), pages 268-288, June.
    16. DePamphilis, Donald, 2010. "Mergers and Acquisitions Basics," Elsevier Monographs, Elsevier, edition 1, number 9780123749482.
    17. DePamphilis, Donald, 2010. "Mergers and Acquisitions Basics," Elsevier Monographs, Elsevier, edition 1, number 9780123749499.
    18. Alex Cukierman, 2010. "The Roles of Ideology, Institutions, Politics, and Economic Knowledge in Forecasting Macroeconomic Developments: Lessons from the Crisis -super-1," CESifo Economic Studies, CESifo Group, vol. 56(4), pages 575-595, December.
    19. ALTAF Mohsin & REHMAN Ahmad & ALI Ahmed, 2012. "Determinants Of Customer Switching Behavior In Banking Sector," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 7(2), pages 20-34, August.
    20. Bedman Narteh, 2013. "SME bank selection and patronage behaviour in the Ghanaian banking industry," Management Research Review, Emerald Group Publishing Limited, vol. 36(11), pages 1061-1080, October.
    21. Abdul Latif Alhassan & Kwaku Ohene-Asare, 2016. "Competition and bank efficiency in emerging markets: empirical evidence from Ghana," African Journal of Economic and Management Studies, Emerald Group Publishing Limited, vol. 7(2), pages 268-288, June.
    22. Kathleen Fuller & Jeffry Netter & Mike Stegemoller, 2002. "What Do Returns to Acquiring Firms Tell Us? Evidence from Firms That Make Many Acquisitions," Journal of Finance, American Finance Association, vol. 57(4), pages 1763-1793, August.
    23. Moeller, Sara B. & Schlingemann, Frederik P. & Stulz, Rene M., 2004. "Firm size and the gains from acquisitions," Journal of Financial Economics, Elsevier, vol. 73(2), pages 201-228, August.
    24. Jayakumar, Manju & Pradhan, Rudra P. & Dash, Saurav & Maradana, Rana P. & Gaurav, Kunal, 2018. "Banking competition, banking stability, and economic growth: Are feedback effects at work?," Journal of Economics and Business, Elsevier, vol. 96(C), pages 15-41.
    25. Javalgi, Rajshekhar G. & Armacost, Robert L. & Hosseini, Jamshid C., 1989. "Using the analytic hierarchy process for bank management: Analysis of consumer bank selection decisions," Journal of Business Research, Elsevier, vol. 19(1), pages 33-49, August.
    26. Reinartz, Werner & Haenlein, Michael & Henseler, Jörg, 2009. "An empirical comparison of the efficacy of covariance-based and variance-based SEM," International Journal of Research in Marketing, Elsevier, vol. 26(4), pages 332-344.
    27. Martina Sageder & Christine Mitter & Birgit Feldbauer‐Durstmüller, 2018. "Image and reputation of family firms: a systematic literature review of the state of research," Review of Managerial Science, Springer, vol. 12(1), pages 335-377, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Youssef Riahi & Karim Garrouch, 2024. "A model explaining perceived investment value and switching intentions toward FinTech: the case of crowdlending," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(2), pages 553-567, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jerayr J. Haleblian & Michael D. Pfarrer & Jason T. Kiley, 2017. "High-Reputation Firms and Their Differential Acquisition Behaviors," Strategic Management Journal, Wiley Blackwell, vol. 38(11), pages 2237-2254, November.
    2. Debarati Bhattacharya & Wei-Hsien Li, 2020. "Wealth effects of relative firm value in M&A deals: reallocation of physical versus intangible assets," Review of Quantitative Finance and Accounting, Springer, vol. 55(4), pages 1513-1548, November.
    3. Ahern, Kenneth R., 2012. "Bargaining power and industry dependence in mergers," Journal of Financial Economics, Elsevier, vol. 103(3), pages 530-550.
    4. Obi Berko Obeng Damoah & Augustine Awuah Peprah, 2021. "Synthesis of small and medium enterprise research in Ghana," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 11(1), pages 451-468, December.
    5. Yang Zhang, 2018. "Corporate Governance Effects on Risk Management and Shareholder Wealth: The Case of Mergers and Acquisitions," PhD Thesis, Finance Discipline Group, UTS Business School, University of Technology, Sydney, number 4-2018, January-A.
    6. Manpreet Kaur & Kanwaljeet Singh & Sarita Arora, 2023. "Are SMEs relationship seekers or price watchers? Target marketing implications for banks," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 615-625, September.
    7. Kevin H. Kim & Derek K. Oler & Juan Manuel Sanchez, 2021. "Examining the stock performance of acquirers where the acquirer or target hold patents," Review of Quantitative Finance and Accounting, Springer, vol. 56(1), pages 185-217, January.
    8. Bhagat, Sanjai & Malhotra, Shavin & Zhu, PengCheng, 2011. "Emerging country cross-border acquisitions: Characteristics, acquirer returns and cross-sectional determinants," Emerging Markets Review, Elsevier, vol. 12(3), pages 250-271, September.
    9. Alexandridis, G. & Antypas, N. & Travlos, N., 2017. "Value creation from M&As: New evidence," Journal of Corporate Finance, Elsevier, vol. 45(C), pages 632-650.
    10. Leon Zolotoy & Don O’Sullivan & Keke Song, 2021. "The Role of Ethical Standards in the Relationship Between Religious Social Norms and M&A Announcement Returns," Journal of Business Ethics, Springer, vol. 170(4), pages 721-742, May.
    11. Cooney, John W. & Moeller, Thomas & Stegemoller, Mike, 2009. "The underpricing of private targets," Journal of Financial Economics, Elsevier, vol. 93(1), pages 51-66, July.
    12. Upadhyay, Arun, 2023. "Rising board gender diversity and incentives of female directors," Journal of Corporate Finance, Elsevier, vol. 80(C).
    13. Erel, Isil & Jang, Yeejin & Minton, Bernadette A. & Weisbach, Michael S., 2021. "Corporate Liquidity, Acquisitions, and Macroeconomic Conditions," Journal of Financial and Quantitative Analysis, Cambridge University Press, vol. 56(2), pages 443-474, March.
    14. Ahmed, Yousry & Elshandidy, Tamer, 2016. "The effect of bidder conservatism on M&A decisions: Text-based evidence from US 10-K filings," International Review of Financial Analysis, Elsevier, vol. 46(C), pages 176-190.
    15. Stienstra, Miranda, 2020. "The determinants and performance implications of alliance partner acquisition," Other publications TiSEM 7fdee0c2-d4d2-4f5b-95e3-2, Tilburg University, School of Economics and Management.
    16. Stefan Henningsson & Christian Øhrgaard, 2016. "IT Consultants in Acquisition IT Integration," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 58(3), pages 193-212, May.
    17. Carroll, Carolyn & Griffith, John M., 2010. "Toeholds, rejected offers, and bidder gains: Do rebuffed bidders put targets in play to profit from their toeholds?," The Quarterly Review of Economics and Finance, Elsevier, vol. 50(2), pages 214-221, May.
    18. Anastasia Stepanova & Vladislav Savelyev & Malika Shaikhutdinova, 2018. "The Anchoring Effect in Mergers and Acquisitions: Evidence from an Emerging Market," HSE Working papers WP BRP 63/FE/2018, National Research University Higher School of Economics.
    19. Sean Cleary & Ashrafee Hossain, 2020. "POSTCRISIS M&As AND THE IMPACT OF FINANCIAL CONSTRAINTS," Journal of Financial Research, Southern Finance Association;Southwestern Finance Association, vol. 43(2), pages 407-454, May.
    20. Petschnig, Martin & Heidenreich, Sven & Spieth, Patrick, 2014. "Innovative alternatives take action – Investigating determinants of alternative fuel vehicle adoption," Transportation Research Part A: Policy and Practice, Elsevier, vol. 61(C), pages 68-83.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:jofsma:v:28:y:2023:i:1:d:10.1057_s41264-021-00135-8. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.