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Bergslagens Sparbank: En marknadsundersökning av bankens företagskunders attityder
Örebro University, Swedish Business School at Örebro University.
Örebro University, Swedish Business School at Örebro University.
2010 (Swedish)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Title: Bergslagens Sparbank – A market survey of the bank’s corporate customer’s attitudes

Seminar date: 2010-02-05

Course: Individual essay, 30 higher education credits

Authors: Mathias Lindberg, Bogdan Efimov

Advisor: Pia Lindell

Key Words: relationship marketing, finance industry,  customer satisfaction, customer loyalty

Purpose: The purpose of this essay is to try to identify those factors that lead to customer satisfaction and customer loyalty among the corporate customers to Bergslagens Sparbank. The purpose is also to find out what the corporate customer think about Bergslagens Sparbank and why they think as they do.

Method: For this essay the authors have chosen to use a combination of qualitative and quantitative methods. The reason for that a combination of these methods have been chosen is because the authors thought that it was a proper way to answer the essays main questions since these questions are of both qualitative and quantitative nature. Further the essay is built on an abductive approach.

Conclusions: We have identified several factors that create customer satisfaction and customer loyalty among the corporate customers to Bergslagens Sparbank. Mainly the corporate customer wants that Bergslagens Sparbank acts more like a partner and that the bank is more engage in the corporate customers businesses. There are also other factors that create customer satisfaction and customer loyalty, an example is that the bank should create a total experience around their core services. Other examples are the importance of personnel in the creation of customer satisfaction and loyalty and that the bank can provide all the available services in the market and that these services work without any problems.

Place, publisher, year, edition, pages
2010. , 125 p.
Keyword [sv]
Relationsmarknadsföring, bankbranschen, kundnöjdhet, kundlojalitet och kundtillfredställelse
National Category
Business Administration
Identifiers
URN: urn:nbn:se:oru:diva-9895ISRN: ORU-HHS/FEK-AS-2010/0006--SEOAI: oai:DiVA.org:oru-9895DiVA: diva2:301941
Presentation
(English)
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2010-03-11 Created: 2010-03-03 Last updated: 2010-03-11Bibliographically approved

Open Access in DiVA

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Swedish Business School at Örebro University
Business Administration

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Citation style
  • apa
  • ieee
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Language
  • de-DE
  • en-GB
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  • Other locale
More languages
Output format
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