"How convenience, employees and servicescape, influenced by cultural differences, affect customer experience in banks": a cross-cultural study comparing Sweden and the United States.
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
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.
The global expansion in the banking sector has created a need for cross-cultural studies of customer experience, because of the increase of success when the service delivery is in tune with the cultural differences of customers. Despite the scarcity of cross-cultural studies, the few existing studies have shown significant results.
The purpose of this study is hence to compare the perceived customer experience in the banking sector in Sweden and the United States. These two countries are culturally different on the masculinity versus femininity dimension explained by Hofstede in the universally acknowledged study on cross-cultural dimensions.
The study has a positivistic, deductive, cross-sectional approach. A questionnaire survey is used based on the three most critical factors affecting customer experience: convenience, employees and servicescape.
The findings are significant, showing how culture is affecting customer experience. Swedish respondents have a more positive perception of the total customer experience despite scoring lower on the critical factors than their American counterparts. This can be linked to the high degree of femininity in Sweden, meaning that Swedish customers are putting emphasis on balance, care for others and the quality of life, rather than being materialistic, goal-oriented and competitive.
The original value of this dissertation is a better understanding of the impact of cultural differences in customer experience in banks in two culturally different countries: Sweden and the United States.
Place, publisher, year, edition, pages
2014. , 46 p.
Banks, customer experience, convenience, employees, servicescape, cross-cultural, cultural differences, Hofstede, masculinity vs. femininity, Sweden, the United States
IdentifiersURN: urn:nbn:se:hkr:diva-12791OAI: oai:DiVA.org:hkr-12791DiVA: diva2:742530
Subject / course
Degree of Bachelor of Science in Business and Economics
Umans, TimursSarwary, Zahida