What factors make young adults choose a bank and change banks
Miettinen, Ville (2014)
Savonia-ammattikorkeakoulu
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017120119308
https://urn.fi/URN:NBN:fi:amk-2017120119308
Tiivistelmä
The purpose of this thesis was to find out what are the most important attributes for young adults in a bank, and what would make young adults change their bank to another.
A survey was sent to young adults to provide answer to the following question: what factors make young adults choose a bank or change banks? To find out the reasons for this the survey included questions about the importance of different attributes in a bank and respondents’ satisfaction with their current bank as well as the motives for changing banks if the customer relationship with a bank was not up to expectations. The survey gave good information about this.
The results of the survey indicate that high fees, bad customer service and high interest rates on loan are the main reasons for taking one’s custom to another bank. Bad customer service was the absolute top reason making the change irrespective of age group, gender and bank. These findings give banks crucial information to train their employees continuously.
A survey was sent to young adults to provide answer to the following question: what factors make young adults choose a bank or change banks? To find out the reasons for this the survey included questions about the importance of different attributes in a bank and respondents’ satisfaction with their current bank as well as the motives for changing banks if the customer relationship with a bank was not up to expectations. The survey gave good information about this.
The results of the survey indicate that high fees, bad customer service and high interest rates on loan are the main reasons for taking one’s custom to another bank. Bad customer service was the absolute top reason making the change irrespective of age group, gender and bank. These findings give banks crucial information to train their employees continuously.