Purpose – The purpose of this paper is to determine the factors that influence retail bank switching in the Ghanaian banking sector. Design/methodology/approach – A detailed review of the extant literature and focus group discussions was used to identify 31 variables which were used to...

Purpose – The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users; a topic of great interest to the business strategies of financial institutions. In this context, the authors analyse the main determinants of user experience...