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Lojalitet är sällsynt - om du hittar det, behåll det: En studie om de svenska storbankernas arbetssätt med kundlojalitet i en digitaliserad värld.
Linnaeus University, School of Business and Economics, Department of Organisation and Entrepreneurship.
Linnaeus University, School of Business and Economics, Department of Organisation and Entrepreneurship.
2017 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
Loyalty is rare - if you find it, keep it (English)
Abstract [en]

Digitalization has come to represent a larger part of people’s everyday lives. The technology makes it possible to conduct bank errand at all hours. Therefore, the use of digital services has increased remarkable the past years. SEB, Swedbank, Nordea and Handelsbanken are the four largest banks in Sweden, which all have been affected by the increased digitalization.

 

As the digital services becomes more common, the physical customer meetings become rarer, a situation that affects the customer satisfaction. It has become easier for the customers to switch between different banks as multiple of services is available online, something that sets high standards within the banking industry if the banks want to maintain satisfied customers, but also whilst adopting the new technology. This study aims to describe how the Swedish banks work with customer loyalty in view of the increased digitalization.

 

The theory is based on four components which all have a major impact on customer loyalty: customer satisfaction, trust, communication and competence. Customer satisfaction and trust are considered to have a direct impact on customer loyalty, while competence and communication have an indirect impact.

Place, publisher, year, edition, pages
2017. , p. 70
Keywords [en]
Digitalization, customer loyalty, customer satisfaction, trust, communication, competence
Keywords [sv]
Digitalisering, kundlojalitet, kundnöjdhet, förtroende, kommunikation, kompetens
National Category
Business Administration
Identifiers
URN: urn:nbn:se:lnu:diva-65190OAI: oai:DiVA.org:lnu-65190DiVA, id: diva2:1108667
Subject / course
Business Administration - Other
Educational program
Enterprising & Business Development, 180 credits
Supervisors
Examiners
Available from: 2017-06-20 Created: 2017-06-12 Last updated: 2017-06-20Bibliographically approved

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e0c7f353a5bfae915f79d6de0aef2513091ad94dccf3625ccaf9288d8ca6148d42f427451d932515b3956f7bd87232d0ac7a42befb48afc17efe011f5b07ee7a
Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf