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Claire Matthews

Doctor of Philosophy, (Banking)
Study Completed: 2009
Massey Business School


Thesis Title
Switching costs in the New Zealand banking market.

Read article at Massey Research Online: MRO icon

Mrs Matthews examined the existence and effect of the financial and non-financial costs of switching banks, often cited as key reasons for the low proportion of people changing their main bank each year. She surveyed nearly 3000 New Zealanders, and included questions about their banking relationships as well as their views on switching banks. The study used nine types of switching costs, and Mrs Matthews found these could be grouped as Financial, Procedural and Relational. Customers were found to differ in their perceptions of switching costs according to their stage in the family life cycle with those in mid cycle(customers with families) having more complex banking relationships and being more averse to switching banks. Four recommendations were generated to guide regulators’ responses to issues around bank switching costs and their effect on competition.

Professor Chris Moore
Professor Malcolm Wright

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