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Digital Banking Services: A quantitative study about how the digitalization in the banking industry influences customer satisfaction
Mälardalen University, School of Business, Society and Engineering.
Mälardalen University, School of Business, Society and Engineering.
Mälardalen University, School of Business, Society and Engineering.
2019 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

The purpose of this thesis is to investigate how digitalization within the banking industry in Sweden has affected the satisfaction of bank customers. Primary data is collected with the help of a self-completion questionnaire that has been spread via a random Facebook advertisement. The population for this thesis is people living in Västerås who uses digital banking services. The data from the questionnaire is then used for a univariate, bivariate and multivariate statistical analysis. The results from the empirical findings show that bank customers are generally satisfied with their e-banking services provided by their banks. Through their experiences, the respondents assessed the different factors of e-service quality and e-customer experience. The factors that showed to have the greatest impact on customer experience were mostly related to areas of performance of the e-services and the level of trustworthiness and security.

Place, publisher, year, edition, pages
2019. , p. 63
Keywords [en]
Digitalization, Digital Banking, Customer Satisfaction, Service Quality, Customer Experience
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:mdh:diva-42362OAI: oai:DiVA.org:mdh-42362DiVA, id: diva2:1280718
Subject / course
Business Administration
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Available from: 2019-02-12 Created: 2019-01-20 Last updated: 2019-02-12Bibliographically approved

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Käller Dahllöf, NicoleEnder, LindaMechouki, Emir
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CiteExportLink to record
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