Customer Satisfaction In The Banking Sector: A Study Of Russian Bank PAO "Sberbank"
Vershinina, Olga (2017)
Oulun ammattikorkeakoulu
2017
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017112818523
https://urn.fi/URN:NBN:fi:amk-2017112818523
Tiivistelmä
The aim of the thesis is to measure the level of customer satisfaction for PAO “Sberbank”. The purpose of the paper is to reveal the customers perception of the bank which would be important for the future growth of the company.
Theoretical framework of the research examines the term “customer satisfaction” and analyzes different models that can measure it. The thesis employs SEVQUAL dimensions, Profit-chain model and ISO standards that are a basis for an empirical research. A priority questionnaire was chosen as a form of a quantitative method.
100 customers of the bank answered the questionnaire. According to the results, the overall customer satisfaction is above average but not excellent. The bank should emphasize the importance of customer satisfaction among its employees and take further actions in order to enhance the quality of service.
Employee education, beneficial programs for customers and implementation of new features are recommended.
Theoretical framework of the research examines the term “customer satisfaction” and analyzes different models that can measure it. The thesis employs SEVQUAL dimensions, Profit-chain model and ISO standards that are a basis for an empirical research. A priority questionnaire was chosen as a form of a quantitative method.
100 customers of the bank answered the questionnaire. According to the results, the overall customer satisfaction is above average but not excellent. The bank should emphasize the importance of customer satisfaction among its employees and take further actions in order to enhance the quality of service.
Employee education, beneficial programs for customers and implementation of new features are recommended.