Thesis (Ph.D.) - Cairo University - Faculty of Commerce - Department of Business Administration

This study aims at investigating the antecedents of small and medium enterprises (SME) client{u2019}s retention in Egyptian commercial Banks through identifying five Sets of antecedents. These antecedents are: financial aspects, personnel characteristics, Physical aspects, social considerations and convenience considerations. 301 self administrated questionnaires were distributed, 211 responds to the questionnaire representing a response rate of 535. After the data screening process 171survays were valid for data analysis. Logistic regression analysis technique with the statistical package of social science (SPSS) will be used to test the research hypotheses. The findings indicated that the hypothesized relationships are largely supported as stated in chapter 4. The finding revealed that financial antecedents such as price and switching cost have a significant impact on SME{u2019}s customer{u2019}s retention in commercial Egyptian banks. Also, the research findings revealed that the relation between non financial aspects which can be divided into 4 sets of antecedents such as personnel characteristics, physical aspects, social considerations and finally convenience considerations and SME{u2019}s client{u2019}s retention is supported. This study provided theoretical and practical implications. The findings of this dissertation contributed to the growing body of knowledge in customer{u2019}s retention literature specially SME{u2019}s retention and filling the gab in the literature in several areas

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