How customers respond to bank problems : an exploratory study.
Oh, Soo Cheng.
Tan, Hwee Cheng.
Yap, Hong Leong.
Date of Issue2002
College of Business (Nanyang Business School)
Bank customers generally experience problems with their main bank. Some customers may speak about their unhappiness to the bank; others may remain silent. Ultimately, some of them may switch to another bank, while others may stay with the bank. Knowing their behaviour is crucial to banks.
Final Year Project (FYP)
Nanyang Technological University