Technology Reshaping Relationships:: The case of FöreningsSparbanken
Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
The financial system is currently undergoing structural changes all over the world. Thanks to the advances of technology, banks are also changing the way they interact with their customers. From a face-to-face to a faceless contact, via cash machines and the Internet, banks are urging to create effective communication channels that maintain close relationships with their customers. To better illustrate this situation, this study was based on the case of FöreningsSparbaken, a Swedish retail bank, which has a traditional structure and is also undergoing structural changes. With the implementation of new technologies, the bank's customers are experimenting some dissatisfaction concerning the new services provided. Little personal contact, reduction in service options and payment of Internet service fees are the major negative aspects that customers are facing with the bank's changes. These issues are addressed and discussed in this research on the basis of marketing approach.
Place, publisher, year, edition, pages
IdentifiersURN: urn:nbn:se:su:diva-2285OAI: oai:DiVA.org:su-2285DiVA: diva2:191211