Factors Driving Customer Switching Propensity in Banking Sector

Poor customer service leads in driving customer switching propensity in the banking sector.

It leads by 47.31 per cent.

This is followed by high fees and charges at 45.98 per cent.

Findings stress the need for banks to prioritise excellent customer service, maintain competitive pricing and invest in seamless digital banking solutions.

This is according to the Kenya Bankers Association (Banking Customer Satisfaction Survey 2024).