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  • 1.
    Bonelli, Sebastian
    et al.
    Södertörn University, School of Business Studies.
    Johansson, Kim
    Södertörn University, School of Business Studies.
    Upprättandet av kundrelationer med minskad fysisk närvaro: En kvalitativ studie om Danske Bank2012Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    We have made a qualitative study of how a bank in the Swedish banking market, maintain customer relationships through an Internet-based distribution channel. We conducted an interview with Danske Bank's Head of Channels Daniel Wahlström to collect primary data to examine and analyze the factors that are essential to maintain customer relationships in aphysical distancing from the customer.

    Analysis of primary data have been selected on the basis of relevant theories and perspectives that addresses customer relations, service quality, customer loyalty, customer perceived value,e-loyalty and customer relationship management.

    The results of this study show that the bank works successfully with customer relationships and its CRM system based on the theories in which the study is based on. Although the bankis still trying to adapt to the distancing from the physical branch office to an Internet-based channel in which the service has also developed along the customer. However, there remain some emotional challenges in a personal relationship with the customer in this channel.

    Download full text (pdf)
    Upprättandet av kundrelationer med minskad fysisk närvaro.
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