The value of the digital bank services from the customer’s perspective in a bank X
Lahtinen, Emma; Salminen, Anssi (2022)
Lahtinen, Emma
Salminen, Anssi
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022090819991
https://urn.fi/URN:NBN:fi:amk-2022090819991
Tiivistelmä
Today, digital services surround people all over the world and ease people’s lives in many ways. Also in the banking world, digital platforms and services are used widely in all processes. Banks compete in many new ways and draw customers in with their digital services and features such as the functionality of the web bank and the mobile applications. Customers want easiness and capability to deal with their bank issues from home and this modifies the bank industry tremendously.
The purpose of this research was to find out which kind of value the personal digital banking services bring to the private customers and whether people with different ages have something in common in those values. As the aim was to know more of the customers’ values, a questionnaire was made to know more. The research method was quantitative and there were over 500 answers collected by the survey. There was also some literature reviewed to collect data for the theory and the base of the survey. Cooperation was done with a Finnish bank to get more data of the target customer groups.
To conclude, the research results showed that there were some differences between people with different ages. Moreover, even though wanting to handle most bank issues online, customers still want and appreciate personal services and knowing the person whom with their handle banking issues. However, the responses also showed that there are quite many misunderstandings between the customers and the bank officials. For this reason, digital environment might be the secondary choice for many when dealing with more complex bank issues. Therefore, as suggestion for banks, some concrete things should be added to the online meetings to ease customer’s understanding of the issue. These things could be for example, adding photos and figures to the meetings to demonstrate the topic visually. In this research, some of the issues are handled with considering a certain Finnish bank which is called a bank X in this study.
The purpose of this research was to find out which kind of value the personal digital banking services bring to the private customers and whether people with different ages have something in common in those values. As the aim was to know more of the customers’ values, a questionnaire was made to know more. The research method was quantitative and there were over 500 answers collected by the survey. There was also some literature reviewed to collect data for the theory and the base of the survey. Cooperation was done with a Finnish bank to get more data of the target customer groups.
To conclude, the research results showed that there were some differences between people with different ages. Moreover, even though wanting to handle most bank issues online, customers still want and appreciate personal services and knowing the person whom with their handle banking issues. However, the responses also showed that there are quite many misunderstandings between the customers and the bank officials. For this reason, digital environment might be the secondary choice for many when dealing with more complex bank issues. Therefore, as suggestion for banks, some concrete things should be added to the online meetings to ease customer’s understanding of the issue. These things could be for example, adding photos and figures to the meetings to demonstrate the topic visually. In this research, some of the issues are handled with considering a certain Finnish bank which is called a bank X in this study.