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Modern forms of banking and customer satisfaction

Pantzelioudakis Manolis-Roussos

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Year 2023
Type of Item Master Thesis
Bibliographic Citation Manolis-Roussos Pantzelioudakis, "Modern forms of banking and customer satisfaction ", Master Thesis, School of Production Engineering and Management, Technical University of Crete, Chania, Greece, 2023
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The objectives of this thesis were to assess the impact of e-banking services quality on bank customer satisfaction in Greece and identify those factors (criteria) that can be improved in order to increase the efficiency and performance of e-banking services. For this purpose, a quantitative survey was carried out on a sample of 153 customers of Greek banks by distributing an electronic questionnaire. The SERVQUAL model was used as a theoretical framework for data collection, while the MUSA (Multicriteria Satisfaction Analysis) method was used for data analysis. The results of the survey showed that 75.8% of bank customers in Greece use electronic banking services often or very often. The forms of electronic banking used by the majority of customers are internet/web banking and mobile banking. The survey showed that the customers of Greek banks recognize the quality of electronic banking services, while they have some doubts regarding security and privacy issues. The features that banks should improve in their e-banking services in order to increase their customer satisfaction are the ability to provide immediate assistance, the ability to answer questions, the effective handling of complaints and the provision of services that are in line with customer preferences.

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