Emotional stability and switching barriers in the retail banking context

Abstract

Purpose

The purpose of this paper is to explore the relationships between switching barriers and bank customers’ loyalty in the UAE, and their variation according to customers’ emotional stability.

Design/methodology/approach

Data were collected from 413 bank customers through a self-administered questionnaire. The conceptual model and hypotheses were tested using a structural equation modeling method.

Findings

Social benefits, confidence benefits, and switching cost affected the banks’ customers’ loyalty directly and in a positive manner. This study's findings confirm that switching barriers are more important in triggering the loyalty of less emotionally stable customers in comparison with highly emotionally stable customers.

Practical implications

Banks could use these results to manage switching barriers and customer relations.

Originality/value

This paper demonstrates how the emotional stability of customers interferes with customers’ switching behavior.

Citation

A. Al-hawari, M. (2014), "Emotional stability and switching barriers in the retail banking context", Managing Service Quality: An International Journal, Vol. 24 No. 5, pp. 469-486. https://doi.org/10.1108/MSQ-12-2013-0280