Satisfaction analysis of the web banking services in greek banksSatisfaction analysis of the web banking services in greek banks Μεταπτυχιακή Διατριβή Master Thesis 2018-12-062018enThe present thesis is a comparative customer satisfaction analysis of the web banking services in Greek Banks. Customer satisfaction measuring is an important part of market research activities allowing the company to get in touch with the buyer and remodel its services in order to improve his experience. The analysis was conducted on a representative sample of customers via a questionnaire. The satisfaction level was studied using the Multicriteria Satisfaction Analysis (MUSA) principles. The results revealed a quite high total satisfaction index, composed from six sub-indices. Appearance and user interface is the top scoring sub-index, followed by services provided, navigation, online customer services, information provided and security. Furthermore, based on the results of this analysis, we conduct enlightening conclusions about the current web banking services’ strong points and weaknesses, as expressed by the participants’ opinions and we evaluate their positioning against competition. Postgraduate thesis submitted to the Technical University of Crete for the completion of the Master's Degree.http://creativecommons.org/licenses/by/4.0/Πολυτεχνείο ΚρήτηςAsmargiannakis_Petros_MSc_2018-1.pdfChania [Greece]Library of TUC2018-12-06application/pdf2 MBfree Asmargiannakis Petros Ασμαργιαννακης Πετρος Tsafarakis Stelios Τσαφαρακης Στελιος Matsatsinis Nikolaos Ματσατσινης Νικολαος Grigoroudis Evaggelos Γρηγορουδης Ευαγγελος Πολυτεχνείο Κρήτης Technical University of Crete Internet banking Multicriteria satisfaction analysis Customer satisfaction