Essays about: "relationship between service quality and customer satisfaction in bank"

Found 4 essays containing the words relationship between service quality and customer satisfaction in bank.

1. 1. 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

3. 2. Service Quality & Customer Satisfaction: A case study in Banking Sector

   University essay from Högskolan i Gävle/Avdelningen för ekonomi

   Author : Sara Qadeer; [2014]
   Keywords : ;

   Abstract : The aim of this research is to analyze the impact of service quality on customer satisfaction.  A sound association is found between customer satisfaction and the quality of service provided by the companies. READ MORE

4. 3. Customer Loyalty: A case study of a local bank in Sweden

   University essay from Internationella Handelshögskolan

   Author : Sara Fransson; Karolina Lahdeaho; Therese Skoglund; [2011]
   Keywords : Customer loyalty; Relationship marketing; Complaint management; Service quality; Kundlojalitet; Relationsmarknadsföring; klagomålshantering; servicekvalitet;

   Abstract : Background: The financial services industry is a highly competitive and fragmented market. Firms are realizing the need and advantage of retaining customers rather than only focusing on acquiring new customers. Managers should focus on increasing customer satisfaction and communication levels as well as providing higher service quality. READ MORE

5. 4. Customer Satisfaction and Loyalty : A study of Swedbank's small corporate clients in Gothenburg

   University essay from IHH, Företagsekonomi

   Author : Terés Pettersson; Ylva Hultén; Maria Beradovic; [2006]
   Keywords : Banks; Swedbank; service management; customer satisfaction; loyalty; quality;

   Abstract : The customer satisfaction and loyalty for Swedbank have in a recent study shown to be among the lowest for all banks in relation to corporate customers. Since there is not much interaction with small enterprises compared to mediumsized and large enterprises and a vast majority of customers are small corporations, there was a need to focus on this seg-ment and find what they believed was in need of improvement. READ MORE