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[{"key": "dc.contributor.advisor", "value": "Takala, Tuomo", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Salokangas, Jaana", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2018-12-05T06:42:01Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2018-12-05T06:42:01Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2018", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/60481", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Tutkimuksessa keskityt\u00e4\u00e4n v\u00e4hitt\u00e4ispankkitoimintaan ja eri pankeissa olevien asiakkaiden kokemuksiin, n\u00e4kemyksiin ja odotuksiin pankkipalveluista omissa pankeissaan. Asiakkaiden henkil\u00f6kohtainen kokemus antaa arvokasta tietoa pankkity\u00f6t\u00e4 kehitt\u00e4ville siit\u00e4, mit\u00e4 valmiuksia pankkien organisaatioilla tulisi olla asiakkaiden palvelemiseen nyt ja tulevaisuudessa.\nPankkien tulevaisuuden kehitysn\u00e4kym\u00e4t ovat haastavat, alalla elet\u00e4\u00e4n suurten muutosten aikaa. Pankit on pakotettu muuttamaan perinteisi\u00e4 toimintatapojaan ja sen my\u00f6t\u00e4 tehostamaan toimintojaan, kun samaan aikaan kehitet\u00e4\u00e4n palveluita sek\u00e4 investoidaan uuteen teknologiaan ja digitaalisuuden vaatimiin j\u00e4rjestelm\u00e4uudistuksiin.\nTutkimuksen tarkoituksena on selvitt\u00e4\u00e4 mitk\u00e4 tekij\u00e4t ja perusteet vaikuttavat henkil\u00f6asiakkaiden luottamukseen, sitoutumiseen ja asiakastyytyv\u00e4isyyteen pankkipalveluissa ja niiden syntymiseen omia pankkejaan kohtaan.\nTutkimus on metodologisilta l\u00e4ht\u00f6kohdiltaan laadullinen tutkimus. Aineistonkeruumenetelm\u00e4n\u00e4 on teemahaastattelu, josta tuotettu aineisto on analysoitu sis\u00e4ll\u00f6nanalyysill\u00e4.\nTutkimuksessa analysoitiin eri ammattialoilla olevien yksityishenkil\u00f6iden vastauksia sen suhteen, mit\u00e4 kokemuksia ja odotuksia heill\u00e4 on pankkipalveluista omissa pankeissaan sek\u00e4 mist\u00e4 heid\u00e4n luottamus pankkiin rakentuu. Tutkimuksessa systematisoitiin asioita, jotka ovat asiakkaille t\u00e4rkeit\u00e4, ja mit\u00e4 he arvostavat asioidessaan pankissa tai ollessaan yhteydess\u00e4 pankkiin.\nTutkimustuloksena korostui, ett\u00e4 hyv\u00e4 asiakaspalvelu pankissa perustuu n\u00e4kemykseen, jonka mukaan asiakkaan kohtaamisessa kuunteleminen, tarpeiden t\u00e4ytt\u00e4minen, lupausten pit\u00e4minen, yst\u00e4v\u00e4llisyys ja henkil\u00f6kunnan ammatillinen osaaminen sek\u00e4 asiantuntemus ovat t\u00e4rkeit\u00e4 asioita.\nTutkimuksessa nousi my\u00f6s vahvasti esille henkil\u00f6kohtaisen palvelun merkitys my\u00f6s tulevaisuudessa pankkialalla. Tutkimuksessa korostui lis\u00e4ksi henkil\u00f6kunnan ammatillisen osaamisen yll\u00e4pidon merkitys, erityisesti digitaalisten pankkipalvelujen osaamiseen. Ty\u00f6nantajien tulee panostaa henkil\u00f6kunnan koulutukseen ja kannustaa henkil\u00f6kuntaa osaamisensa kehitt\u00e4miseen ja osaamisensa yll\u00e4pitoon.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2018-12-05T06:42:01Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2018-12-05T06:42:01Z (GMT). No. of bitstreams: 0\n Previous issue date: 2018", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "58", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "pankkisektori", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Luottamus, sitoutuminen ja asiakastyytyv\u00e4isyys pankkipalveluissa : vaikuttavat tekij\u00e4t ja perusteet", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-201812054993", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4 University School of Business and Economics", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4n yliopiston kauppakorkeakoulu", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Taloustieteet", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Business and Economics", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Johtaminen", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Management and Leadership", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "restrictedAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "20424", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaspalvelu", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "sitoutuminen", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "pankkipalvelut", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "pankkiala", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkaat", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "luottamus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakastyytyv\u00e4isyys", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.rights.accessrights", "value": "Tekij\u00e4 ei ole antanut lupaa avoimeen julkaisuun, joten aineisto on luettavissa vain Jyv\u00e4skyl\u00e4n yliopiston kirjaston <a href=\"https://kirjasto.jyu.fi/fi/tyoskentelytilat/laitteet-ja-tilat\">arkistoty\u00f6asemalta</a>.", "language": "fi", "element": "rights", "qualifier": "accessrights", "schema": "dc"}, {"key": "dc.rights.accessrights", "value": "<br><br>The author has not given permission to make the work publicly available electronically. Therefore the material can be read only at the archival <a href=\"https://kirjasto.jyu.fi/en/workspaces/facilities\">workstation</a> at Jyv\u00e4skyl\u00e4 University Library reserved for the use of archival materials.", "language": "en", "element": "rights", "qualifier": "accessrights", "schema": "dc"}]
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