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Digitalakundrelationer: Enfallstudieinomdensvenskabanksektorn
University of Borås, Faculty of Textiles, Engineering and Business.
University of Borås, Faculty of Textiles, Engineering and Business.
2015 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 20 credits / 30 HE creditsStudent thesisAlternative title
Digitalcustomerrelationships : AcasestudywithintheSwedishbankingsector (English)
Abstract [sv]

Bakgrund: Digitalisering är ett aktuellt ämne som ofta uppmärksammas i svensk media. Medfokus på digital utveckling har bankers kundrelationer skiftat från fysiska möten till att i dagbli mer av en digital relation.Syfte: Studien har som syfte att fördjupa diskussionen kring digitala kundrelationer inom densvenska banksektorn.Design/metod: I studien har en abduktiv ansats använts för att kunna anpassa teori efterempiri och vice versa. En kvalitativ metod har använts och empiri har samlats in genom semistruktureradeintervjuer. Till följd av syftet att fördjupa förståelsen för hur bankerskundrelationer förändrats genom digital utveckling, utformades en fallstudie. Tio intervjuergenomfördes, där samtliga respondenter är anställda hos en av Sveriges storbanker.Resultat: Resultatet av studien påvisar att kundrelationer har förändrats mycket under en korttidsperiod. Framförallt tenderar kunder idag att allt oftare interagera i digitala kanaler än attfysiskt besöka ett bankkontor. Implementering av digitala tjänster har skapat flertaletutmaningar för bankerna, främst gällande säkerhet, tillgänglighet, användarvänlighet ochpersoner i digitalt utanförskap. Dock kan banken genom de digitala kanalerna interagera medkunder på en mer daglig basis, vilket enligt banken själva definierar en starkare och stabilarerelation. Dock infann sig meningsskiljaktigheter mellan studiens strateger ochkontorsanställda, då de möter olika kunder i sitt vardagliga arbete.Originalitet/ Värde: Det finns få studier som behandlar ämnet digitalisering inom den svenskabanksektorn. Uppsatsen bidrar därav med kunskap inom ämnet, vilket kan användas i vidareforskning.

Abstract [en]

Background: Digitalization is a current topic that is often observed in Swedish media.Through a focus on digital development, banks' customer relations nowadays have shiftedfrom physical interactions to be more of a digital relationship.Purpose: The study aims to deepen the discussion on digital customer relationships within theSwedish banking sector.Design/methodology/approach: The study has used an abductive approach to be able tocustomize theory after empiricism and vice versa. Using a qualitative method, empiricism wasgathered through semi-structured interviews. As a result of the purpose, a case study weredesigned. The intention was to deepen the understanding as to how the banks' customerrelationships have changed through the digital development. Ten interviews were carried out,in which all respondents were employees of one of Sweden's major banks.Findings: The study indicates that customer relationships have changed a lot during a shortperiod of time. Customers tend to more often interact in digital channels than visiting aphysical bank branch. Implementation of digital services has created several challenges forthe banks, mainly regarding security, availability, ease of use, and people in digital exclusion.However, digital channels have enabled the Bank to meet customers on a more regular basis,which according to the Bank itself creates a stronger and more stable relationship. However,turned up differeces between the study strategists and office workers, as they encounterdifferent types of customers in their everyday work.Originality/value: There is a lack of Swedish studies that discuss the topic of digitalizationwithin the Swedish banking sector. The essay therefore presents knowledge within thesubject, which can be used in further research.

Place, publisher, year, edition, pages
2015. , 67 p.
Keyword [en]
Digitalization, CRM, RM, Digital relationships, Prosumption, Banking, Ebanking, M-banking
Keyword [sv]
Digitalisering, CRM, RM, Digitala relationer, Prosumtion, Banksektorn, Internetbank, Mobilbank
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hb:diva-941OAI: oai:DiVA.org:hb-941DiVA: diva2:865087
Subject / course
Företagsekonomi - Civilekonom
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2015-10-27 Created: 2015-10-26 Last updated: 2015-10-27Bibliographically approved

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