Customer Value Tool: A Framework to Measure and Increase Customer Satisfaction for Swiss Banks
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Authors
Author (Corporation)
Publication date
2018
Typ of student thesis
Bachelor
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Type
11 - Student thesis
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Hochschule für Wirtschaft FHNW
Place of publication / Event location
Brugg-Windisch
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Assignee
Practice partner / Client
GFT Schweiz AG, Zurich
Abstract
Swiss retail banks are facing several difficulties, such as negative interest rates, digitalisation, and new customer behavior. GFT Schweiz AG, a software company, wants to solve these challenges with the Customer Value Tool. The tool allows banks and any other company to measure and increase customer satisfaction through a customized offering. GFT Schweiz AG has commissioned the author to research the antecedents for customer satisfaction and identify gaps in the state of the art and the methods applied in the Customer Value Tool.
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Language
English
Created during FHNW affiliation
Yes
Strategic action fields FHNW
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Review
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Citation
Rebsamen, M. (2018). Customer Value Tool: A Framework to Measure and Increase Customer Satisfaction for Swiss Banks [Hochschule für Wirtschaft FHNW]. https://irf.fhnw.ch/handle/11654/41391