Service quality is an essential concept to understand in commercial contexts to create and maintain customer satisfaction. In the banking sector, it becomes especially important, as the competitive situation between the banks is evident and they offer similar services to customers. Service quality can therefore be a contributing factor for a bank to be able to stand out to customers. Few studies have been done on service quality in the banking sector, especially in Sweden. The last few years have been reflected by economic concern with negative external factors for instance, the war in Ukraine, increased energy prices, and an increased interest rate situation. This has affected private individuals considerably, while the Swedish banks instead make billions in profits from these negative externalities.The purpose of the study is, therefore, to explain private individuals' perceived service quality in the banking sector, in a relationship with economic pressure from the external factors experienced in the past year. To answer the research questions and fulfill the purpose that was set in the study, a quantitative survey has been carried out on private individuals. The questions were based on service quality theory and mainly the SERVQUAL framework and its determinants. Findings indicated that similar patterns were found within all determinants and service quality as whole, but not every variable were significant. Those who have had a worse financial situation in the last year have had an overall worse experience of the bank's service quality, in comparison with those who have had a better financial situation in the last year. It also showed that men are more likely to switch banks when perceived service quality is worse, while women indicated more towards changing banks primarily due to impaired finances and not primarily service quality.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:lnu-129631 |
| Date | January 2024 |
| Creators | Lindh, Alex, Johnsson, Joel, Jonsson, Erik |
| Publisher | Linnéuniversitetet, Institutionen för management (MAN) |
| Source Sets | DiVA Archive at Upsalla University |
| Language | Swedish |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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