Identifying Service Gaps in Online Banking Services in Finland
Sadat, Humyra (2019)
Åbo Akademi
2019
Julkaisu on tekijänoikeussäännösten alainen. Teosta voi lukea ja tulostaa henkilökohtaista käyttöä varten. Käyttö kaupallisiin tarkoituksiin on kielletty.
Julkaisun pysyvä osoite on
http://urn.fi/URN:NBN:fi-fe2019111137657
http://urn.fi/URN:NBN:fi-fe2019111137657
Tiivistelmä
Abstract:
The purpose of this study is to observe the perceived customer satisfaction level of online banking services in Finland. Many things have changed over the last 20 years in the banking industry’s service sectors as a result of digitalization. This study observes and attempts to understand the changing situation and what is the expectation/perception (actual service) towards Finnish banking services.
This thesis presents a literature review on the Finnish banking system, online banking services, and customers’ variation over online banking services; these components help in analyzing the overall situation on a general level. This part contains a qualitative study from secondary data analysis. In the main, empirical research work, quantitative methods are utilized to analyse data collected from a questionnaire distributed to users of Finnish banks’ online services.
The results show that there are significant changes over the years in online banking services and customers are optimistic about accepting changes. The customer satisfaction gap is modest to accomplish over time.
The purpose of this study is to observe the perceived customer satisfaction level of online banking services in Finland. Many things have changed over the last 20 years in the banking industry’s service sectors as a result of digitalization. This study observes and attempts to understand the changing situation and what is the expectation/perception (actual service) towards Finnish banking services.
This thesis presents a literature review on the Finnish banking system, online banking services, and customers’ variation over online banking services; these components help in analyzing the overall situation on a general level. This part contains a qualitative study from secondary data analysis. In the main, empirical research work, quantitative methods are utilized to analyse data collected from a questionnaire distributed to users of Finnish banks’ online services.
The results show that there are significant changes over the years in online banking services and customers are optimistic about accepting changes. The customer satisfaction gap is modest to accomplish over time.
Kokoelmat
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