publication . Bachelor thesis . 2017

Managing Customer Loyalty in the Digital Era of the Banking Industry

Ibegbulem, Anna; Andersson, Gabriella;
Open Access English
  • Published: 01 Jan 2017
  • Publisher: Uppsala universitet, Företagsekonomiska institutionen
  • Country: Norway
The Swedish banking industry is in the midst of digital disruption and face new EU directives, which may alter the financial market. It is believed that FinTech companies will play a significant role in shaping the future financial landscape and challenge traditional banking. The primary purpose of this thesis is to develop an understanding of how banks intend to manage customer loyalty given perceived market changes. The thesis seeks to answer the research question: What challenges related to customer loyalty do banks perceive with the new EU directive in the midst of digital disruption? Interviews were carried out from Handelsbanken, Nordea, SEB and Swedbank. ...
free text keywords: Banking, Customer Loyalty, Customer Satisfaction, Trust, Image and Customer Experience, Business Administration, Företagsekonomi
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