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Customer mobility in the Portuguese financial system
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Resumo(s)
This paper investigates the level of customer mobility in the Portuguese financial system based on new survey data. We find that customers deal, on average, with more than one bank, and own several financial products. The results show that 46.9 per cent of customers had never switched bank in the past and 92.4 per cent have no intention to switch in the next 24 months. We find that customer mobility is influenced by factors related with their social and economic condition and their level of financial activity. These same factors have an impact on the choice of the reasons for not switching bank in the future. Finally, we observe that these reasons have not only a financial nature but also a psychological nature, revealing the existence of important switching costs in the Portuguese financial system.
Descrição
Palavras-chave
Banking Customer Mobility Depository Institutions Switching Costs
Contexto Educativo
Citação
Teixeira, João C. A.; Silva, Francisco; Costa, Filipe J. C. (2012). Customer mobility in the Portuguese financial system, “Working Paper Series” nº 7/12, 28 pp.. Ponta Delgada: Universidade dos Açores, CEEAplA-A.