Kundnöjdhet trots minskad fysisk interaktion -
FöretagsekonomiBusiness administration - organizationKundnöjdhetIcke fysisk interaktionKundrelationer och kundnärhet
Problem:
Which factors affect customer satisfaction in a non-physical bank
relation?
Purpose:
The purpose with this thesis is to study what creates customer satisfaction in
a non-physical bank relation. We look at this by conducting a case study in
which we studied the opinion of customers who uses the e-bank
at FöreningsSparbanken.
Method:
We have used a qualitative data method through which we have received answers
from our respondents, these we have interpreted to form information, which we
have used in our analysis. In our empirical study we have used a case study in
which we have chosen to interview both customers and co-workers to get an
answer to our problem.
Result:
We have found five factors that affect Internet customers to get more satisfied
with an offer. The customers feel that it is important to be able to do their
errands whenever and wherever they like. It is important with
availability. The customer also would like to decide himself how to contact the
bank. This means that the bank must be flexible in how they meet the customers.
It should be easy to find the right information and it should also be easy to
understand. The customers also feel that it is
important that they do not loose the possibility to counselling even if they do
not visit the office. This counselling we feel could also be done over the
Internet with a web cam and a live chat. Though, it is important that the
technique works properly and that they still can feel that there is an employee
behind the technique. It is important to be able to feel trust towards the
organisation and its services.