Digitalisering av banktjänster och dess påverkan på Generation X

• Main Authors: Kaya, Mine, Aoudo, Natalie
• Format: Others
• Language: Swedish
• Published: Södertörns högskola, Företagsekonomi 2020
• Subjects: Digitalization; Digital banking; Generation X; Customer experience; Business Administration; Företagsekonomi
• Online Access: http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-41772

Background: In connection with the digitalisation of banking services, new players establishing themselves in the market and increased awareness that there is a large variety of attractive banking services among private banking customers, the banking sector is undergoing major changes. Individuals are often customers in different banks at the same time for different purposes. It is therefore important for bankers to identify determinants that can be of important nature when the customer chooses a bank and banking services. Purpose: The overall purpose of the study is to create an understanding of how digitization of previously physically performed banking services and how other determinants affect how private banking customers, in the age range 40-55, choose banking and banking services. Furthermore, the study aims to present proposals for future improvement work for the banks in line with the factors identified in the study. Method: To achieve the purposes of this study, a combination of two methods was used: quantitative method and qualitative method. The quantitative method was applied through a web-based survey and the qualitative method through individually made interviews. Conclusion: A conclusion can be drawn that bank customers belonging to generation X, the middle age, have a positive experience of digitalization of previously physically performed banking services. Furthermore, the main determinants that affect bank customers when choosing a bank are; recommendations from friends and family, interest rates on loans, friendliness and helpful staff, the bank's reputation and availability. Improvement proposals from customers to the banks showed that customers want to see more work in sustainability and to see better alternatives for customers whose technological ability is not good, for example the older generation.