Essays about: "service quality in the banking sector"

Showing result 1 - 5 of 12 essays containing the words service quality in the banking sector.

  1. 1. 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); 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

  2. 2. 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

  3. 3. Corporate customer loyalty within the banking sector: The case of SEB

    University essay from Högskolan i Jönköping/IHH, Företagsekonomi

    Author : Sofia Björk; [2015]
    Keywords : Marketing strategy; Customer loyalty; Digitalization; Decision-making; Service Quality; Marknadsstrategier; Kundlojalitet; Digitalisering; Beslutstagande; Servicekvalitet;

    Abstract : Abstract Background: The financial sector is under constant development and the massive digitalization has changed the banking sector. The banking industry is nowadays characterized by self-service solutions and customers can solve their problems from everywhere and at any moment. READ MORE

  4. 4. 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

  5. 5. "How convenience, employees and servicescape, influenced by cultural differences, affect customer experience in banks" : a cross-cultural study comparing Sweden and the United States.

    University essay from Högskolan Kristianstad/Sektionen för hälsa och samhälle; Högskolan Kristianstad/Sektionen för hälsa och samhälle

    Author : Dylberina Koci; Amanda Sidark; [2014]
    Keywords : Banks; customer experience; convenience; employees; servicescape; cross-cultural; cultural differences; Hofstede; masculinity vs. femininity; Sweden; the United States;

    Abstract : The importance of customer experience in the banking sector is steadily increasing due to product similarity, competition and the global expansion. Additionally, in the twenty-first century, the focus has shifted from a service-based to an experience-based economy where senses, feelings, impressions, perceptions and emotional connections have become central. READ MORE