Investment services in Sampo Bank Oyj Pieksämäki branch
Mahrberg, Tiina (2013)
Mahrberg, Tiina
Savonia-ammattikorkeakoulu
2013
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201303083123
https://urn.fi/URN:NBN:fi:amk-201303083123
Tiivistelmä
Thesis objective was to research investment services in Sampo Bank Pieksämäki branch and find out how to make them better from both customers and employees point of view. The purpose was to deliver a customer survey to find out their opinions regards to those services and their own investment background. An employee interview was also used to gain knowledge about employee attitudes, opinions, experiences and workloads as well as suggestions for future preference. The target was to combine information received from the interviews and the surveys to deliver suggestions on how investment services could be improved.
Research was carried out by delivering a customer survey in the fall of 2012. The target group was customers of all ages who have used Sampo Banks investment service before. 224 questionnaires were sent out and 105 were received back from the customers. Employees were interviewed individually during September of 2012. Interview questions were prepared beforehand and the answers were transcript after each interview.
Theoretical part consists of two main themes: Banking in Finland and investment services and products. The results and suggestions were then handled in the empirical part of the thesis.
The results show that customers were mostly happy for the services but there were some things that needed improving. To improve service quality employees should guide customers to self service channels, where they can manage their investments independently, leaving time for potential customers and improving sales results.
Research was carried out by delivering a customer survey in the fall of 2012. The target group was customers of all ages who have used Sampo Banks investment service before. 224 questionnaires were sent out and 105 were received back from the customers. Employees were interviewed individually during September of 2012. Interview questions were prepared beforehand and the answers were transcript after each interview.
Theoretical part consists of two main themes: Banking in Finland and investment services and products. The results and suggestions were then handled in the empirical part of the thesis.
The results show that customers were mostly happy for the services but there were some things that needed improving. To improve service quality employees should guide customers to self service channels, where they can manage their investments independently, leaving time for potential customers and improving sales results.