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2019 | 134 | 2 | 148-160
Article title

Customer Experience in the Banking Services Market

Content
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Languages of publication
EN
Abstracts
EN
Customer experience (CX) is extremely important for the banking sector. CX is the sum of all customer experiences, from entering the bank branch to contacting the helpline or online banking. It is how the consumer receives the banks and what emotions associated with contact with the bank have an impact on the overall satisfaction with using the bank's services. Customer satisfaction and the quality of services provided by banks is the basis for building competitive advantage by banks. The purpose of this review article is to present CX development and quality at banks. Tools such as NPS or Mystery Shopper will also be shown to help assess customer satisfaction in banks.
Year
Volume
134
Issue
2
Pages
148-160
Physical description
Contributors
  • Department of Consumption Research, Faculty of Management, University of Economics in Katowice, Katowice, Poland
References
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Document Type
article
Publication order reference
Identifiers
YADDA identifier
bwmeta1.element.psjd-78552123-532b-42f9-b497-4682f225fd19
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