oru.sePublikationer
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Internet, relation och lojalitet: Best practice för bankmarknaden
Örebro University, Orebro University School of Business, Örebro University, Sweden.
Örebro University, Orebro University School of Business, Örebro University, Sweden.
2012 (Swedish)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Course:

Business Administration, Master Thesis, Second Level, 30 Credits.

Authors:

Sara Frännlid and Helena Ramstedt

Tutor:

Jim Andersén

Title:

Internet, relationships and loyalty – Best praCtice foR the bankMarket

Purpose:

The study aims to explain how banks use electronic customer relationship management, eCRM, to create loyal customers. A figure will be created, which will enlighten the factors a bank should focus on when enhancing customer loyalty through the internet. Through interviews with two successful banks is it possible to study how a bank can successfully create loyal customers.

Methodology:

A qualitative method in terms of semi-structured interviews is used. The empirical results were then analyzed with the theory in order to contribute with a new figure.

Theoretical

perspective:

The theory describes how a bank can create a loyal customer over the Internet. The theory has its output in customer relationship management and how these strategies can be applied to the Internet.

Empirical

foundation:

A study has been made of how two successful banks create loyal customers over the Internet, previous studies in this subject is also used.

Conclusion:

The primary contribution of this study is a figure, the figure shows which factors are important when a bank wants to create loyal customers over the internet. These factors are: technology, commitment and communication. The bank needs to be imbued with good service to obtain customer loyalty and trust. New in this context is that the study has demonstrated the vital role technology plays on the internet.

Keywords:

eCRM, loyalty, e-banking, relationship, trust, satisfied customer, Sweden, best practice.

Place, publisher, year, edition, pages
2012. , 64 p.
Keyword [sv]
eCRM, lojalitet, internet, bank, relationer, förtroende, nöjd kund, Sverige, best practice.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:oru:diva-23884ISRN: ORU-HHS/FEK-AS-2012/0027--SEOAI: oai:DiVA.org:oru-23884DiVA: diva2:539597
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2012-10-15 Created: 2012-07-04 Last updated: 2012-10-15Bibliographically approved

Open Access in DiVA

fulltext(954 kB)405 downloads
File information
File name FULLTEXT02.pdfFile size 954 kBChecksum SHA-512
a85adc628f7e6e3f24912ca395d381555f15a4ac02cb989975911659bac5d3bd923ad26f8554edd0d8ef61adf9b3a5be9395708c54f1866604d1be1d5957177b
Type fulltextMimetype application/pdf

By organisation
Orebro University School of Business, Örebro University, Sweden
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 405 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Total: 412 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf