The purpose of this qualitative study was to understand how Swedish banks leverage service quality to handle the changed customer expectations shaped by COVID-19-related product development. Due to COVID-19, the digital shift along with product development accelerated resulting in changed customer expectations within the banking sector. The authors acknowledge the gap in the literature regarding what changed customer expectations that arose, which is essential to understand service quality. To reach a conclusion aligned with the purpose that answered the three formulated research questions, eight semi-structured interviews were conducted with employees from the Swedish banking sector. The data was analyzed through a thematic approach allowing the authors to structure and analyze the findings. The findings revealed several changed customer expectations and that banks continuously handle these. It was concluded that service quality permeates the bank's operations, and the focus is directed toward the customer, fulfilling their needs and meeting expectations. Banks leverage service quality by integrating NPD, needs analysis for customer satisfaction, feedback, and exceeding expectations by providing extra services. Due to growing competition, leveraging service quality allows banks to reduce the risk of customers switching to competitors and differentiate.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:hj-64419 |
| Date | January 2024 |
| Creators | Robert, Norea, Löfving, Kerstin, Hansson, Agnes |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| 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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