Analyzing the role of barriers to customer churn on Service recovery strategies (Case Study: Banking Industry)

A customer churn is a person who is on the verge of leaving our services and using the services of competitors. In this regard, the purpose of this study is to investigate the role of barriers to customer churn on Service recovery strategies in the banking industry. The present research is applied in terms of purpose and in terms of data collection method, it is descriptive of survey type. The statistical population of the present study is the customers, managers, and deputies of private banks in Khoy city. The number of members of the study community was 35 banks and 378 customers. Using Cochran's formula and available sampling method, the number of samples was estimated to be at least 147 customers and 71 managers. It is worth noting that the questionnaire was used to collect data and Structural Equation Modeling (SEM) was used to analyze the research data using Amos software. Findings of the present study show that barriers to customer churn have a significant effect on Service recovery strategies. Also, customer attitudes, customer time, physical factors, decision-making power, bank credit, progress, compensation for customer service, bureaucracy, the return of bank errors, management factors, and employee dissatisfaction with the bank have a significant impact on Service recovery strategies.