Developing a customer experience rating for the banking sector in Malaysia / Safian Bujang

As global markets evolve dramatically and competition among players intensifies, business organizations are looking to innovative products, new markets, and inorganic growth opportunities to drive their revenue. Nonetheless, for service-based sectors such as financial services, the greatest oppor...

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Bibliographic Details
Main Author:	Bujang, Safian
Format:	Thesis
Language:	English
Published:	2021
Subjects:	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Banking
Online Access:	https://ir.uitm.edu.my/id/eprint/61174/1/61174.pdf
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id	my-uitm-ir.61174
record_format	uketd_dc
spelling	my-uitm-ir.611742022-06-08T06:42:35Z Developing a customer experience rating for the banking sector in Malaysia / Safian Bujang 2021-10 Bujang, Safian Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Banking As global markets evolve dramatically and competition among players intensifies, business organizations are looking to innovative products, new markets, and inorganic growth opportunities to drive their revenue. Nonetheless, for service-based sectors such as financial services, the greatest opportunity for sustainable revenue growth does not come from just new products, geographical or technological expansion, but rather from their ability to deliver high quality and differentiating customer experience. Therefore, getting the right customer experience is a critical success factor for financial services. Based on that notion, the main purpose of this study is to further understand customer experience by way of identifying its dimensions and subsequently to identify priorities for managerial intervention by determining which dimensions of customer experience are most important to the customer of financial services organizations. 2021-10 Thesis https://ir.uitm.edu.my/id/eprint/61174/ https://ir.uitm.edu.my/id/eprint/61174/1/61174.pdf text en public phd doctoral Universiti Teknologi MARA Faculty of Business and Management Abdullah, Firdaus (Professor Dr.)
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Abdullah, Firdaus (Professor Dr.)
topic	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Banking
spellingShingle	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Banking Bujang, Safian Developing a customer experience rating for the banking sector in Malaysia / Safian Bujang
description	As global markets evolve dramatically and competition among players intensifies, business organizations are looking to innovative products, new markets, and inorganic growth opportunities to drive their revenue. Nonetheless, for service-based sectors such as financial services, the greatest opportunity for sustainable revenue growth does not come from just new products, geographical or technological expansion, but rather from their ability to deliver high quality and differentiating customer experience. Therefore, getting the right customer experience is a critical success factor for financial services. Based on that notion, the main purpose of this study is to further understand customer experience by way of identifying its dimensions and subsequently to identify priorities for managerial intervention by determining which dimensions of customer experience are most important to the customer of financial services organizations.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Bujang, Safian
author_facet	Bujang, Safian
author_sort	Bujang, Safian
title	Developing a customer experience rating for the banking sector in Malaysia / Safian Bujang
title_short	Developing a customer experience rating for the banking sector in Malaysia / Safian Bujang
title_full	Developing a customer experience rating for the banking sector in Malaysia / Safian Bujang
title_fullStr	Developing a customer experience rating for the banking sector in Malaysia / Safian Bujang
title_full_unstemmed	Developing a customer experience rating for the banking sector in Malaysia / Safian Bujang
title_sort	developing a customer experience rating for the banking sector in malaysia / safian bujang
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Business and Management
publishDate	2021
url	https://ir.uitm.edu.my/id/eprint/61174/1/61174.pdf
_version_	1783735222867591168

Developing a customer experience rating for the banking sector in Malaysia / Safian Bujang

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