Potential for Improvement of the Customer Experience from a Bank-Customer Perspective
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Author (Corporation)
Publication date
2021
Typ of student thesis
Semesterarbeit
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Collections
Type
11 - Student thesis
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Hochschule für Wirtschaft FHNW
Place of publication / Event location
Olten
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Practice partner / Client
Pibiri & Reich GmbH, Suhr
Abstract
This paper was written on behalf of the consultancy agency Pibiri & Reich GmbH. Needs, insights on information behavior, but also on barriers preventing customers from investing were identified to improve customer experience and to develop customer-oriented products, in order to appeal more to potential investing clients. More precisely, this study attempted to identify characteristics of individuals’ information gathering behavior as well as their needs regarding investments. The research question “Why are Swiss citizens not investing with traditional Swiss banks?” was examined.
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Language
English
Created during FHNW affiliation
Yes
Strategic action fields FHNW
Publication status
Review
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Citation
Andersson, B., Forster, C., Golovanov, S., Schnider, M., & Woolley, T. (2021). Potential for Improvement of the Customer Experience from a Bank-Customer Perspective [Hochschule für Wirtschaft FHNW]. https://irf.fhnw.ch/handle/11654/40792