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...
Saved in:
| 主要作者: | |
|---|---|
| 格式: | Thesis |
| 语言: | English |
| 出版: |
2021
|
| 主题: | |
| 在线阅读: | https://ir.uitm.edu.my/id/eprint/61174/1/61174.pdf |
| 标签: |
添加标签
没有标签, 成为第一个标记此记录!
|
| 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 |