Why do customers stay with their banks when they are unhappy? Is there a Stockholm Syndrome in banking? Or are there strings or reasons that keep customers tied to unhappy banking situations?
The Competition Authority of Kenya is undertaking a study to:
…explore and establish if there are any barriers to bank customers switching providers, including, but not limited to, lack of awareness of alternatives, the ability to access and assess relevant information and eventually act on this information to switch, costs of switching, account closure practices and any behavioural biases that may lead to consumer inertia to switch; (c) determine how the barriers identified impact on market development and customer choice;
They will see if laws need to be changed, or what government agencies can do to remove switching barriers, and if there are bank industry practices that need to be addressed.