mdh.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • 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
The Relationship between Demographics, Language, Culture, Level of Acculturation & Service Quality Expectations: A case study of Swedish banks and Iranian and Pakistani Immigrants in Sweden
Mälardalen University, School of Sustainable Development of Society and Technology. (2299)
Mälardalen University, School of Sustainable Development of Society and Technology. (2299)
2009 (English)Independent thesis Advanced level (degree of Master (One Year)), 15 credits / 22,5 HE creditsStudent thesis
Abstract [en]

Date: May 2009

 

Program: International Marketing (Master’s Program)

 

Authors:

Ahsin Raza                                        Email: ara08003@student.mdh.se

Mahshid Norouzi Afshar                  Email: mni08002@student.mdh.se

 

Tutor: Tobias Eltebrandt

 

Title: The Relationship between Demographics, Language, Culture, Level of Acculturation & Service Quality Expectations

 

Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?

 

 

Purpose: Do the demographics, language, culture and level of acculturation affect the service quality expectations of Pakistani and Iranian ethnic groups and influence their decisions about selecting their banks?

 

Chosen cities: Stockholm, Västerås, Eskilstuna

 

Method: Primary data was mainly based on qualitative data gathered from questionnaires. Responses from questionnaires were collected from the Iranian and Pakistani immigrants living in three chosen cities of Sweden: Stockholm, Västerås and Eskilstuna.

Secondary data was from some books, articles and the official website of Migrationsverket. This information was used to support the findings.

 

Conclusion: We agree to Rajagopalan and Heitmeyer (2005) who stated that researchers found different ethnic groups in their dissimilar ability to acculturate and difference in acculturation level within an ethnic group. For the Iranian group, the authors came to this conclusion that demographic, language, culture and level of acculturation have some effects on the perceived service quality and the level of satisfaction and expectations of customers from their banks; still, the effect of these factors in comparison with the effect of so many other factors like interest rate and fees in the banking system, is not noticeable.

Our study results highlights the different behaviors of Pakistani and Iranian ethnic groups toward service quality expectations based on language, culture and acculturation factors. For Pakistani group, we found that demographic, language, culture and level of acculturation do affect on service quality expectations. Our results also indicate that all the determinants of acculturation vary regarding their influence on customer behavior. Finally, we described some other important factors along with the selected indicators which influence the decision making process.

 

Key Words: demographics, language, culture, Acculturation, service quality

 

Abbreviations:

ISG >> Iranian Sample Group

PSG>> Pakistani Sample Group

 

Place, publisher, year, edition, pages
2009. , p. 57
Keywords [en]
demographics, language, culture, Acculturation, service quality
National Category
Social Sciences Business Administration
Identifiers
URN: urn:nbn:se:mdh:diva-6516OAI: oai:DiVA.org:mdh-6516DiVA, id: diva2:226680
Presentation
2009-06-03, 13:00 (English)
Uppsok

Supervisors
Examiners
Projects
How important is the customers ethnic background, culture and level of acculturation when choosing a provider of financial services? & What are Swedish service-providers currently doing in order to target these customers and what adjustments would be most beneficial for them to implement in order to obtain more customers?Available from: 2009-07-03 Created: 2009-07-03 Last updated: 2009-07-03Bibliographically approved

Open Access in DiVA

attachment(681 kB)363 downloads
File information
File name ATTACHMENT01.pdfFile size 681 kBChecksum SHA-512
8d60fd9290b9c9cb55a48ba0d309dfb7b276daff074b6a5de0c2d73965b77217b48af9293a29f65a6c8bd490ea9b939206eb81f64cc19c7b7a6176b8af4317c8
Type attachmentMimetype application/pdf

Search in DiVA

By author/editor
Raza, AhsinNorouzi Afshar, Mahshid
By organisation
School of Sustainable Development of Society and Technology
Social SciencesBusiness Administration

Search outside of DiVA

GoogleGoogle Scholar
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

urn-nbn

Altmetric score

urn-nbn
Total: 175 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • 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