Satisfaction analysis of the web banking services in greek banks
(EN)
Ασμαργιαννακης Πετρος
(EL)
Asmargiannakis Petros
(EN)
Τσαφαρακης Στελιος
(EL)
Ματσατσινης Νικολαος
(EL)
Πολυτεχνείο Κρήτης
(EL)
Γρηγορουδης Ευαγγελος
(EL)
Technical University of Crete
(EN)
Tsafarakis Stelios
(EN)
Grigoroudis Evaggelos
(EN)
Matsatsinis Nikolaos
(EN)
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)
