Essays about: "customer satisfaction management in banks"

Showing result 1 - 5 of 14 essays containing the words customer satisfaction management in banks.

1. 1. Greening the Banks - Are the Customers Onboard : A study into the effects of green banking products on Swedish retail banking customers

   University essay from KTH/Skolan för industriell teknik och management (ITM)

   Author : Thomas Nilsson; Rasmus Schwerin; [2019]
   Keywords : Green Banking; Retail Banking; Green Banking Products; Customer Loyalty; Customer Satisfaction; New Service Development; Customer Knowledge; Customer Preferences; Consumer Behavior; Gröna Bankprodukter; Kundlojalitet; Kundnöjdhet; Grön Bank; Banktjänster för Privatpersoner; Ny Serviceutveckling; Kundkunskaper; Kundpreferenser; Konsumentbeteende;

   Abstract : Increasing climate awareness, the Paris Agreement urging institutions to enable the economic transition toward sustainability and the looming possibility of environmental regulations are challenges facing the banking sector today. This study however chooses to see opportunities in a changing retail banking environment, investigating what green banking products customers want their bank to provide and how the introduction of green banking product might impact customer loyalty. READ MORE

3. 2. E-loyalty in digital platforms : How do the employees in banks experience their work with customer e-loyalty, individually and in relation to each other?

   University essay from Uppsala universitet/Företagsekonomiska institutionen

   Author : Johanna Näsholm Johansen; Noor Al Amin; [2018]
   Keywords : CRM; eCRM; Digitalization; Banking; Loyalty; e-loyalty; 8C Model;

   Abstract : This thesis aims to study how the top management and employees in banks experience their work with customer e-loyalty in digital settings, both individually and in relation to each other. Today's bank customers desire freedom in where they conduct their business and do at the same time require a deeper personal relationship with their bank advisors. READ MORE

4. 3. The Digital Transformation of the Swedish Banking Industry : A study on the digitalisation of Swedish banks and how it affects their perspective on customer experience

   University essay from Uppsala universitet/Institutionen för informatik och media

   Author : Mustafa Al-Chalabi; Lawand Bahram; [2018]
   Keywords : Digital transformation; Banking; Financial industry; Process theory; Customer experience; Customer satisfaction; PSD2; GDPR; MiFID II;

   Abstract : The Swedish banking industry has long been at the forefront when it comes to digital leadership. Currently, this industry is starting to fall behind other industries, and a closer look at the industry reveals that niche banks are having less trouble with adapting new technologies than bigger banks. READ MORE

5. 4. The Effects of the Digital Transformation Process on Banks’ Relationship with Customers : Case Study of a Large Swedish Bank

   University essay from Uppsala universitet/Företagsekonomiska institutionen

   Author : Binan Sonono; Robert Ortstad; [2017]
   Keywords : Customer relationship management; digitalisation; digital strategy; contingency theory; business strategy.;

   Abstract : The role of digitalisation in the banking sector has altered customers' preferences and demands. As a result of this, banks in Sweden are becoming more digitally oriented in order to satisfy their customers' new preferences and demands. READ MORE

6. 5. The rescindment of cash management in the Swedish bank industry : a study of how to maintain the customer satisfaction while reducing the overall service offer

   University essay from SLU/Dept. of Economics

   Author : Johan Sundqvist; [2015]
   Keywords : customer satisfaction; bank; service;

   Abstract : Sweden is going through big changes within the bank sector. Increasing card usage, decrease of cash acceptance in the society, an attempt to reduce money laundering, and a possible increase in profitability has lead to the rescindment of cash management among three of the four major banks. READ MORE