Institutional Repository
Technical University of Crete
Technical University of Crete
EN
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EL
| URI | http://purl.tuc.gr/dl/dias/702A96D6-A601-41BE-B7A3-9283995125C7 | - |
| Identifier | https://doi.org/10.26233/heallink.tuc.79802 | - |
| Language | en | - |
| Extent | 106 pages | en |
| Title | Satisfaction analysis of the web banking services in greek banks | en |
| Creator | Asmargiannakis Petros | en |
| Creator | Ασμαργιαννακης Πετρος | el |
| Contributor [Thesis Supervisor] | Tsafarakis Stelios | en |
| Contributor [Thesis Supervisor] | Τσαφαρακης Στελιος | el |
| Contributor [Committee Member] | Matsatsinis Nikolaos | en |
| Contributor [Committee Member] | Ματσατσινης Νικολαος | el |
| Contributor [Committee Member] | Grigoroudis Evaggelos | en |
| Contributor [Committee Member] | Γρηγορουδης Ευαγγελος | el |
| Publisher | Πολυτεχνείο Κρήτης | el |
| Publisher | Technical University of Crete | en |
| Academic Unit | Technical University of Crete | en |
| Academic Unit | Πολυτεχνείο Κρήτης | el |
| Description | Postgraduate thesis submitted to the Technical University of Crete for the completion of the Master's Degree. | en |
| Content Summary | The 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. | en |
| Type of Item | Μεταπτυχιακή Διατριβή | el |
| Type of Item | Master Thesis | en |
| License | http://creativecommons.org/licenses/by/4.0/ | en |
| Date of Item | 2018-12-06 | - |
| Date of Publication | 2018 | - |
| Subject | Internet banking | en |
| Subject | Multicriteria satisfaction analysis | en |
| Subject | Customer satisfaction | en |
| Bibliographic Citation | Petros Asmargiannakis, "Satisfaction analysis of the web banking services in greek banks", Master Thesis, School of Production Engineering and Management, School of Electrical Computer Engineering, Technical University of Crete, Chania, Greece, 2018 | en |
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