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Med kunden i fokus: En studie om teknikens påverkan på en bankkunds beteende
Linnaeus University, School of Business and Economics, Department of Management Accounting and Logistics.
Linnaeus University, School of Business and Economics, Department of Management Accounting and Logistics.
2015 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Syfte: Uppsatsen syftar till att analysera och beskriva hur bankkunders beteende har förändrats med tanke på den allt snabbare utvecklingen av teknologiska tjänster. För att slutligen kunna identifiera betydelsefulla faktorer som är viktiga för bankerna att följa upp.  

 

Metod: I denna uppsats har vi använt oss av en abduktiv metod för att uppfylla vårt syfte. Genom ostrukturerade kvalitativa intervjuer, fokusgrupper samt en kundundersökning har vi insamlat empiri för att sedan kunna koppla till lämplig referensram. Detta för att slutligen kunna uppfylla vårt syfte.

 

Slutsats: En bankkunds relation, lojalitet och tillfredsställelse med sin bank är föränderliga variabler. I denna studie har vi identifierat fyra betydelsefulla faktorer för en bank att fokusera på med anledning av ny teknologi som har förändrat bankkunders beteende. Vi har dragit slutsatsen att de betydelsefulla faktorerna för en bank är; fysiska rådgivningsmöten, tillgänglighet, priser och teknologisk utveckling. 

Abstract [en]

Purpose:This study aims to analyze and describe how the bank customer behavior has changed, given the increasing development of technological services. And then to be able to identify important factors that are important for the banks to follow up. 

Method: To be able to fulfill the purpose of this study, we have used an abductive method. We have, through unstructured qualitative interviews gathered empirical data from three interviewees, two focus groups and one customer survey. The material is then explained using theory to ultimately meet the purpose.

Conclusion: A bank customer´s relationship, loyalty and satisfaction with their bank are changing variables. In this study, we have identified four important factors for a bank to focus on for better result considering of how new technology has changed the banking customer behavior. We have concluded that the most important factors for a bank is; physical counseling meetings, availability, pricing and technological development.

Place, publisher, year, edition, pages
2015. , 69 p.
Keyword [en]
Business Intelligence, Service Management
Keyword [sv]
Strategi, Kundtillfredsställelse, Kundrelation, Kundlojalitet, Teknologisk utveckling, Bank
National Category
Business Administration
Identifiers
URN: urn:nbn:se:lnu:diva-46184OAI: oai:DiVA.org:lnu-46184DiVA: diva2:852641
Subject / course
Business Administration - Management Accounting
Educational program
Business Administration and Economics Programme, specialization in Accounting and Management Control, 180 credits
Supervisors
Examiners
Available from: 2015-09-10 Created: 2015-09-09 Last updated: 2015-09-10Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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Output format
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