Title: Satisfaction Analysis of the Web Banking Services in Greek Banks

Committee:

Supervisor: Assistant Professor Tsafarakis Stelios

1st Member: Professor Nicolaos Matsatsinis

2nd Member: Professor Evaggelos Grigoroudis

Thesis Summary:

Abstract

The present thesis is a comparative customer satisfaction analysis of the web banking services in Greek Banks. Customer satisfaction measuring is an important part of market research activities allowing the company to get in touch with the buyer and remodel its services in order to improve his experience. The analysis was conducted on a representative sample of customers via a questionnaire. The satisfaction level was studied using the Multicriteria Satisfaction Analysis (MUSA) principles. The results revealed a quite high total satisfaction index, composed from six sub-indices. Appearance and user interface is the top scoring sub-index, followed by services provided, navigation, online customer services, information provided and security. Furthermore, based on the results of this analysis, we conduct enlightening conclusions about the current web banking services’ strong points and weaknesses, as expressed by the participants’ opinions and we evaluate their positioning against competition.

Keywords: Internet Banking, Customer Satisfaction, Multicriteria Satisfaction Analysis.

Presentation Date:

Tuesday 04/12/2018 at 11:00 am.

Place:

Room: 008

Building: Δ5