Bankbyte och dess förväntningar
: en kvantitativ studie om bankkunders förväntningar vid ett bankbyte

  • Filippa Stare
  • Pontus Persson

    Student thesis: Bachelor

    Abstract

    The purpose of this study is examined how customer expectations on perceived ease of use of the supply of banks products and the expectations on switch cost is affected by a switch or to complement with one bank more. It´s important for banks to understand the customer´s expectations due to the overall increase in customer mobility, where more customers undergo a switch or to complement with one bank more. Therefor it is importance for banks to differentiate their perceived ease of use of the supply of products with is the aspect with is addressed in this study. Furthermore, many customers associate a bank switch with switching costs and therefore it´s a subject that that is important to understand if the expectation have changed after they undergo a switch.

    This study foundation is based on previous research however it´s have not been found a model how to the measure the expectations in the manner that this study attempt to do. Instead this study has used perceived ease of use from the Technology acceptance model and the theories of switching cost to answer these study questions. Because this study has tried to draw general assumptions from the result, it has been used a quantitative survey as a base for statistical tests. Therefor it´s important to acknowledge the generalizability in the study have failed to generate a sample with can represent the Swedish bank customers. However, the resultant in the study indicates that customers’ expectations regarding customer perceived ease of use of the supply of products have not been fulfilled after a switch of bank or to complement with one bank more. It could neither detect any difference in expectations of switching cost after a switch or to complement with one bank more.

    Date of Award2020-Jul-20
    Original languageSwedish
    SupervisorEmil Numminen (Supervisor) & Heléne Tjärnemo (Examiner)

    Educational program

    • Degree of Bachelor of Science in Business and Economics

    University credits

    • 15 HE credits

    Swedish Standard Keywords

    • Business Administration (50202)

    Keywords

    • switch of bank
    • expectations
    • technology acceptance model
    • switching costs
    • buyer decision process

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