Essays about: "Service Quality in Banking"

Showing result 1 - 5 of 33 essays containing the words Service Quality in Banking.

1. 1. Diversity and Team Performance in Banks : A qualitative analysis of how workplace diversity and team performance are related: A study of Swedish banks

   University essay from Jönköping University/Internationella Handelshögskolan

   Author : Idiris Abiib; Richardo Mezher; [2023]
   Keywords : ;

   Abstract : Background: Given the rise of multiculturalism in Sweden and the need for businesses to adapt, this topic is particularly relevant for Swedish banks. Moreover, it provides background information on the Swedish banking sector, highlighting its historical development and the influence of digitalisation on services. READ MORE

3. 2. Do you mind talking to a chatbot? : A quantitative study about how chatbots affect the digital customer experience within Swedish banks. 

   University essay from Linnéuniversitetet/Institutionen för marknadsföring (MF)

   Author : Anna Hultman; Mikaela Zarki; [2021]
   Keywords : Artificial Intelligence; Chatbot; Swedish Banking Sector; Technical Quality; Technical Service Quality; Customer Experience; Customer Satisfaction.;

   Abstract : This bachelor's degree thesis aims to increase the understanding of how chatbots affect the digital customer experience within Swedish banks. Furthermore, this study examines how bank chatbot's technical quality affects the digital customer experience. READ MORE

4. 3. Customers’ perceptions of self-service quality : a qualitative case study in the Swedish banking sector

   University essay from SLU/Dept. of Forest Economics

   Author : Simon Winter; [2019]
   Keywords : attributes; dimensions; forest and agricultural customers; self-service technology SST; SSTQUAL-scale; attribut; dimensioner; självbetjäningsteknik; skogs- och lantrbrukskunder; SSTQUAL-skala;

   Abstract : Self-service technology, SST, enables the customer to interact with a service without contact with an employee. This technology has several benefits for both customers and businesses and is a powerful tool to achieve long term success. So the quality of an SST becomes crucial for businesses in order to achieve long term success. READ MORE

5. 4. Service quality and its effect on customer satisfaction in online-banking : A quantitative study about the relationship between service quality and customer satisfaction

   University essay from Högskolan Kristianstad/Fakulteten för ekonomi

   Author : Oliver Bacetic; Adam Persson; [2018]
   Keywords : Customer satisfaction; Service quality; e-SERVQUAL; SSTs; TAM;

   Abstract : The continuous development and expansion of online-banking have significantly changed the way of conducting banking errands. The traditional bank is gradually perishing as online-banking takes over, leading customers and banks to acquire new ways of communicating. READ MORE

6. 5. Artificial Intelligence in Customer Service : A Study on Customers' Perceptions regarding IVR Services in the Banking Industry

   University essay from Linnéuniversitetet/Institutionen för marknadsföring (MF)

   Author : Emil Åberg; Yeshodeep Khati; [2018]
   Keywords : IVR; AI; Customer Service; Banking; Customer Satisfaction; Wait time; TAM; Technology Acceptance Model; Sweden;

   Abstract : Title: Artificial Intelligence in Customer Interactions: A Study on Customers' Perceptionsregarding IVR Services in the Banking Industry Purpose: The purpose of this paper was to explore consumer perspectives on automated IVRcustomer services. Design/methodology/approach: This research paper was conducted qualitatively, where theresearchers developed a framework and a suggested model based on existing research andcollected primary data from eight interviews with open-ended questions. READ MORE