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[{"key": "dc.contributor.advisor", "value": "Niininen, Outi", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Hauhia, Veikko", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2023-12-12T07:53:12Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2023-12-12T07:53:12Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2023", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/92258", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Asiakasuskollisuuden ymm\u00e4rt\u00e4misen merkitys on kasvanut kiristyneen kilpailun my\u00f6t\u00e4. Erityisesti pankkitoiminnan kaltaisella luottamukseen \nperustuvalla liiketoiminnalla uskollinen asiakaskunta ja sen oikeanlainen hy\u00f6dynt\u00e4minen voivat tarjota merkitt\u00e4vi\u00e4 kilpailuetuja alan yrityksille. Vallalla \nollut ja edelleen jatkuva pankkialan digitalisaatio haastaa alan toimijoita, sill\u00e4 pankkien vaihtaminen ja vertaileminen on tullut kuluttajalle aiempaa helpommaksi. Uskollisten ja kannattavien asiakassuhteiden rakentaminen ja yll\u00e4pito vaativatkin aiempaa enemm\u00e4n tietoa ja panostusta pankeilta. Mobiili- ja verkkopankin merkitys kasvaa, mik\u00e4 tarjoaa pankeille lukuisia mahdollisuuksia asiakassuhteiden hoitoon ja asiakasdatan ker\u00e4\u00e4miseen ja hy\u00f6dynt\u00e4miseen.\nT\u00e4m\u00e4n pro-gradu tutkielman tavoitteena oli tutkia asiakasuskollisuuden merkityst\u00e4 kotimaisella pankkisektorilla. Asiakasuskollisuuden muodostumista \nl\u00e4hestyttiin aiemmissa tutkimuksissa havaittujen merkitt\u00e4vimpien determinanttien kautta, joita olivat imago, luottamus, asiakkaan kokema arvo, palvelun laatu ja asiakastyytyv\u00e4isyys. Lis\u00e4ksi huomioitiin asiakkaiden alttiudet inertialle ja pankin vaihdolle. Tutkielmassa k\u00e4ytetty tutkimusmuoto oli laadullinen, ja aineisto ker\u00e4ttiin kahdentoista puolistrukturoidun \n yksil\u00f6haastattelun kautta. Haastateltavat koostuivat pankkialan kokeneista ammattilaisista, joilla on omakohtaista kokemusta asiakkuuksista ja \n asiakasuskollisuudesta. Haastattelut toteutettiin verkkohaastatteluina.\nTutkielman tulokset ovat p\u00e4\u00e4osin linjassa aiempien tutkimusten kanssa ja siten vahvistavat samojen asiakasuskollisuuden determinanttien olevan merkitt\u00e4vi\u00e4 \nmy\u00f6s kotimaisella pankkialalla. Haastatteluiden tulokset syvent\u00e4v\u00e4t l\u00e4hdekirjallisuuteen perustuvia tuloksia, esittelem\u00e4ll\u00e4 l\u00f6yd\u00f6ksi\u00e4 pohjautuen haastateltavien omiin n\u00e4kemyksiin ja kokemuksiin. Haastateltavien vastaukset tarjoavat tuoreita ideoita ja ehdotuksia pankkialan managereille siit\u00e4, mitk\u00e4 ovat toimivia k\u00e4yt\u00e4nt\u00f6j\u00e4 asiakasuskollisuuden parantamiseksi, ja mit\u00e4 toisaalta pankit voisivat tehd\u00e4 nykyist\u00e4 enemm\u00e4n asiakasuskollisuuden kasvattamiseksi.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "The significance of understanding customer loyalty has grown with increased competition. When considering a trust-based business, such as banking, a loyal customer base and its proper utilisation can offer significant competitive advantages to companies in the industry. The digitization of the banking industry has challenged and continues to challenge the operators in the industry. The costs are high, and at the same time, switching and comparing banks have become easier for consumers. Building and maintaining loyal and profitable customer \nrelationships requires more information and investments than ever before. The importance of mobile and online banking is prominent and growing, and at the same time, it offers banks numerous opportunities for managing customer relationships and collecting and utilising customer data.\nThe aim of this master\u2019s thesis was to investigate the importance of customer loyalty in the Finnish banking sector. The formation of customer loyalty was approached through the most significant determinants recognised in the previous studies. Those determinants were image, trust, perceived value, quality of service, and customer satisfaction. In addition, customers' churn or proneness to inertia and switching behaviour were examined. The research method used in this thesis was qualitative, and the data were collected through twelve in-depth semi structured individual interviews. The interviewees consisted of experienced professionals in the banking industry who have personal working experience with customers and managing the functions like customer loyalty. The interviews were carried out online using the Teams platform.\nThe results of this thesis are in line with the previous studies and thus reinforce the assumption that the same determinants of customer loyalty are also significant in the Finnish banking industry. The interviews deepen the results based on the source literature by presenting the findings based on the interviewees' own views and experiences. The answers of the interviewees offer fresh ideas and suggestions for the managers in the banking industry on how to improve customer loyalty and, further, what banks could do to increase customer loyalty.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2023-12-12T07:53:12Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2023-12-12T07:53:12Z (GMT). No. of bitstreams: 0\n Previous issue date: 2023", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "62", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.language.iso", "value": "eng", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": null, "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.title", "value": "Banking on trust - navigating customer loyalty in the digital banking era : insights from the Finnish banking sector", "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-202312128258", "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": "Markkinointi", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Marketing", "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.copyright", "value": "\u00a9 The Author(s)", "language": null, "element": "rights", "qualifier": "copyright", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "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": "20423", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkaat", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "pankit", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakasuskollisuus", "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": "luottamus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkuus", "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.subject.yso", "value": "kanta-asiakkaat", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "lojaalius", "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": "customers", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "banks (monetary institutions)", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customer loyalty", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "banking sector", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "trust", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customership", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customer satisfaction", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "loyal customers", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "loyalty", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "banking services", "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"}]
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