This thesis examines the influence of the 2010 banking reforms on consumers’ switching behaviour in Australia. It incorporates the Theory of Active Involvement (Greene 2013) to develop the proposed conceptual model. Two new knowledge variables were found crucial in the financial services context, namely: familiarity with reforms and financial illiteracy. Its findings reveal the strong influence of these variables on consumers’ switching intention and other behavioural outcomes. The beneficiaries of this study are the Australian consumers, policymakers and bank management. The overall findings would certainly facilitate the design of more consumer-centric banking policies in the future.
Copyright © 2017 Nusrat Sharmin.
Thesis submitted in fulfilment of the requirements for the degree of Doctor of Philosophy, Faculty of Faculty of Business and Law, Swinburne University of Technology, 2017.