Skapa företagsrykte genom kundrelationer online: En studie gjord i Sverige och finland's online banking industri
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
In recent years has the banking industry moved online, this creates issues for the banks when theyare building their corporate reputation. Earlier were the banks creating their corporate reputationthough face-to-face meetings with the customers, which banks can’t do anymore when theircustomers are using the online banks. Studies show that 98% of the population between the agesof 20-45 are using the online bank which makes it important for banks to create their corporatereputation online. According to Broon (2007) can banks create corporate reputation thoughcustomer relations online and the most important parts of customer relations are customer trustand customer satisfaction.Sweden and Finland are two highly developed countries that have embraced technology to a bigextend which makes this research important in those two countries. Because of that will aqualitative research be done in those two countries with focus groups to get a betterunderstanding of how customers think banks can create corporate reputation through customerrelations online.Our research show that the most important factors when building customer trust arecommunication with the customers, handling customer complaints, information spreading andassurances. To build customer satisfaction are the most important factors E-service quality, onlinecustomer service quality, product variety and seeing to the customers personal needs. Theconclusion of the study shows that those factors are really important although product variety isnot so important in Finland because they think that the product variety is about the sameeverywhere, assurances isn’t so important in either country since they take it for granted butassurances increases in importance when the customers gets a higher income or take more loans.The most important parts is according to our research E- service quality, a good E-service qualitygives a lot of satisfaction to the customer and that creates a lot of the banks corporate reputation.When building trust are communication and conflict handling the two most important parts whichare the once that should be focused on.
Place, publisher, year, edition, pages
2015. , 80 p.
Social Behaviour Law
Samhälls-, beteendevetenskap, juridik
IdentifiersURN: urn:nbn:se:ltu:diva-43228Local ID: 11c1b1ca-9331-49b8-b8a4-581727f84164OAI: oai:DiVA.org:ltu-43228DiVA: diva2:1016457
Subject / course
Student thesis, at least 15 credits
Business Administration, bachelor's level
Validerat; 20150609 (global_studentproject_submitter)2016-10-042016-10-04Bibliographically approved