WHAT KIND OF BANK X BRANCH WOULD CUSTOMERS WANT

With the growing number of banks, we ask ourselves what we must do to acquire new customers, how we must operate and what benefits can attract new customers to banks. Each bank believes it is the best and most aligned with customer needs. The research will show us how close banks are to their customers and what still needs to be changed for customers to be satisfied and remain loyal, as well as the possibility of improving the offer so that bank X also attracts customers from other banks.

Problem

With the growing number of banks, we ask ourselves what we must do to acquire new customers, how we must operate and what benefits can attract new customers to banks. Each bank believes it is the best and most aligned with customer needs. The diploma thesis is dedicated to researching what customers want from a bank and to what extent these wishes are met for customers at bank X.

The banking market is increasingly saturated with various banks whose goal is to acquire as many customers as possible and retain them.

Results

The research will show us how close banks are to their customers and what still needs to be changed for customers to be satisfied and remain loyal, as well as the possibility of improving the offer so that bank X also attracts customers from other banks. In the diploma thesis, a hypothesis was put forward that bank X is a bank according to customer wishes, but through the research it was unfortunately found that this is not the case, and that quite a few changes will be needed for bank X to become the kind of bank customers would want.