Banking Factors Influencing Customer Switching Behavior in Commercial Banks Tanzania:

Abstract

This study intended to examine the Banking Factors Influencing Customer Switching Behavior in Commercial Banks in Tanzania: A Case Selected Commercial Banks in Dar Es Salaam, after employing descriptive design and questioning 4900 respondents. The comprehensive study on customer behavior in selected commercial banks in Dar es Salaam reveals that the shifting patterns among customers are profoundly influenced by three key factors: service costs, service quality, and convenience. Customers emphasized the pivotal role of affordability and competitive pricing in their choice of a bank, highlighting the necessity for banks to carefully manage pricing structures. Additionally, superior service quality elsewhere was found to influence customers' decisions to switch, emphasizing the need for continual investment in service enhancements. Moreover, customers stressed the importance of accessibility and user-friendly digital tools, underlining the significance of creating seamless and accessible banking experiences. These findings underscore the imperative for banks to adopt customer-centric approaches in pricing, service quality, and convenience improvements, ultimately fostering customer satisfaction, trust, and long-term loyalty, benefiting both customers and the banking institutions