Συντάχθηκε 30-11-2018 11:59
ΠΟΛΥΤΕΧΝΕΙΟ ΚΡΗΤΗΣ
ΣΧΟΛΗ ΜΠΔ
Ονοματεπώνυμο: Πέτρος Ασμαργιαννάκης
Αριθμός Μητρώου: 2017015001
Θέμα
Τίτλος στα Αγγλικά: Satisfaction Analysis of the Web Banking Services in Greek Banks
Επιτροπή:
Επιβλέπων: Eπίκουρος Καθηγητής Στέλιος Τσαφαράκης
Πρώτο Μέλος: Καθηγητής Νικόλαος Ματσατσίνης
Δεύτερο Μέλος: Καθηγητής Ευάγγελος Γρηγορούδης
Περίληψη της εργασίας στα Αγγλικά:
Abstract
The present thesis is a comparative customer satisfaction analysis of the web banking services in Greek Banks. Customer satisfaction measuring is an important part of market research activities allowing the company to get in touch with the buyer and remodel its services in order to improve his experience. The analysis was conducted on a representative sample of customers via a questionnaire. The satisfaction level was studied using the Multicriteria Satisfaction Analysis (MUSA) principles. The results revealed a quite high total satisfaction index, composed from six sub-indices. Appearance and user interface is the top scoring sub-index, followed by services provided, navigation, online customer services, information provided and security. Furthermore, based on the results of this analysis, we conduct enlightening conclusions about the current web banking services’ strong points and weaknesses, as expressed by the participants’ opinions and we evaluate their positioning against competition.
Keywords: Internet Banking, Customer Satisfaction, Multicriteria Satisfaction Analysis.
Ημερομηνία Εξέτασης
Ημέρα/Μήνας/Έτος: 04/12/2018
Ώρα: 11 π.μ.
Αίθουσα Εξέτασης
Αίθουσα: 008
Κτίριο: Δ5
Τόπος: Δ5 - Κτίριο ΜΠΔ, Δ5.008
Έναρξη: 04/12/2018 11:00
Λήξη: 04/12/2018 12:00
