Factors affecting the decision to change the bank service among the youth in Hanoi

This study examines factors influencing young customers' bank switching behavior in Hanoi, highlighting service quality as a key factor. Nevertheless, banks should not rely solely on improving service quality for customer retention. Other factors warrant attention. Understanding these influences aids managers in allocating resources effectively to reduce customer churn and attract new clients. This study offers practical insights for banks, enhances the methodological framework, and contributes to the development of bank services.