Determinant attributes of customer choice of banks, supplying mortgage products

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dc.contributor.advisorCollins, Brett
dc.contributor.authorKotykhov, Mikhail
dc.date.accessioned2008-04-18T01:13:14Z
dc.date.available2008-04-18T01:13:14Z
dc.date.copyright2005-01-01
dc.date.issued2005-01-01
dc.description.abstractThe following research study attempts to identify the determinant factors, affecting the customer choice among alternative suppliers of mortgage products. The other objective of the study is to evaluate the role of bank brand in the customer choice of mortgage provider. The Analytic Hierarchy Process is employed as the research methodology. Research results suggest that cost-related factors (interest rate, borrowing limit and application costs), and one service-related factor (speed of decision) are determinant for the choice among alternative mortgage providers. However, brand-related factors, such as bank reputation and recommendations, are not found to have a significant effect on the customer choice. The method of brand value calculation, developed in the study requires further research to explain the role of brand in customer decision-making.
dc.identifier.urihttps://hdl.handle.net/10292/156
dc.publisherAuckland University of Technology
dc.rights.accessrightsOpenAccess
dc.subjectBanks and banking
dc.subjectCustomer services
dc.subjectMortgage loans
dc.subjectConsumers
dc.subjectAttitudes
dc.subjectBrand value
dc.subjectCustomer decision-making
dc.subjectCustomer choice
dc.subjectBank mortgages
dc.subjectAnalytic Hierarchy Process
dc.subjectBusiness
dc.titleDeterminant attributes of customer choice of banks, supplying mortgage products
dc.typeThesis
thesis.degree.disciplineBusiness Schoolen_US
thesis.degree.grantorAuckland University of Technology
thesis.degree.levelMasters Theses
thesis.degree.nameMaster of Business
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