Essays about: "service quality management in banks"

Showing result 1 - 5 of 10 essays containing the words service quality management in banks.

  1. 1. 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

  3. 2. Future Payment Solutions in Sweden – Critical Success Factors and Scenarios from a Stakeholder Perspective

    University essay from Lunds universitet/Produktionsekonomi

    Author : Carl Bertilsson; Fredrik Hult; [2013]
    Keywords : Mobile Payments; Proximity Payments; Remote Payments; Contactless Mobile Payments; NFC; QR; Mobile Payment Standards; Digital Payment Value Chain; Technology and Engineering;

    Abstract : Mobile payments have become an increasingly hot topic due to the wide availability of smartphones and mobile internet on the Swedish market. Banks have historically enjoyed a monopoly position in payments, but have recently seen new entrants contending for a share of the market as payments go mobile. 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. The Role Of Service Quality In Shaping Consumer Behaviour And It's Impact On Customer Base On Businesses

    University essay from Blekinge Tekniska Högskola/Sektionen för management

    Author : Lebo Emori; Seth Ackah; [2010]
    Keywords : service; quality; service quality; customer; customer service; banking; SERVQUAL; SERVPERF;

    Abstract : This study aims to investigate the effect of service quality in shaping consumer behavior and the impact on the customer base of businesses from the perspective of retail banking customers in the United Kingdom. The study draws on customer behavior and attitude premised on the SERVQUAL and SERVPERF models originated by Parasuraman et al. READ MORE

  6. 5. Internal Marketing : A way to transfer brand identity to Swedbank and Forex Bank's employees

    University essay from IHH, EMM (Entrepreneurskap, Marknadsföring, Management)

    Author : Malin Hilmersson; Lena Eriksson; Emma Sjölander; [2009]
    Keywords : internal marketing; brand identity; crisis communication; internal commuication; Swedbank; Forex Bank;

    Abstract : .... READ MORE