Beschwerdemanagement in Kreditinstituten -Bookswagon
Beschwerdemanagement in Kreditinstituten

Beschwerdemanagement in Kreditinstituten


     0     
5
4
3
2
1



International Edition


About the Book

Studienarbeit aus dem Jahr 2014 im Fachbereich BWL - Bank, Börse, Versicherung, Note: 1,7, Leuphana Universität Lüneburg, Sprache: Deutsch, Abstract: In dieser Hausarbeit wird eine der zentralen Fragen sein, ob es einem erfolgreichen Beschwerdemanagement gelingt, die Flucht der Kunden zu anderen Bankhäusern zu stoppen und somit die Kundenloyalität zu steigern. Die Betrachtung der mit dem Beschwerdemanagement einhergehenden Chancen und Risiken sollen deshalb Aufschluss darüber geben, welchen Effekt das Beschwerdemanagement bei unzufriedenen Kunden hat. Aus diesem Grund werde ich zunächst untersuchen wovon die Kundenzufriedenheit abhängt und wie sich diese beeinflussen lässt. Weiterhin werde ich darlegen, mit welchen Mitteln des Beschwerdemanagements eine Kundenzufriedenheit erreicht werden kann. Anhand des Beschwerdemanagementprozesses soll aufgezeigt werden, was Kreditinstitute in der Praxis unternehmen sollten, um den Kunden emotional an die Bank zu binden. Seit der jüngsten Finanzkrise sind die Bankkunden wechselwilliger denn je. Eine Umfrage der Bain-Company hat ergeben, dass jeder zweite Bankkunde bereit wäre das Kreditinstitut zu wechseln. Das veränderte Verhalten wird durch die ausgeprägte Wettbewerbssituation im Finanzdienstleistungssektor noch gefördert, da dem Kunden ein Überangebot an Bankanbietern vorliegt. Ziel der Kreditinstitute muss es jedoch sein, Kunden langfristig an ihr Institut zu binden, da sie zum einen eine sichere Einnahmequelle darstellen und zum anderen Cross-Selling-Möglichkeiten bieten. Eine im Jahr 2009 durchgeführte Gallup-Studie zeigt, dass in Kreditinstituten immer wieder Probleme entstehen, die zur Unzufriedenheit des Kunden beitragen. Da Neukundenakquise etwa fünfmal so teuer ist, wie Bestandskunden zu halten, kann es für Banken sinnvoll sein, den Fokus auf die Zufriedenheit der Bankkunden zu legen.


Best Sellers



Product Details
  • ISBN-13: 9783668109322
  • Publisher: Grin Publishing
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 2 mm
  • Width: 148 mm
  • ISBN-10: 366810932X
  • Publisher Date: 15 Dec 2015
  • Height: 210 mm
  • No of Pages: 32
  • Series Title: German
  • Weight: 104 gr


Add Photo
Add Photo

Customer Reviews

REVIEWS      0     
Click Here To Be The First to Review this Product
Beschwerdemanagement in Kreditinstituten
Grin Publishing -
Beschwerdemanagement in Kreditinstituten
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Beschwerdemanagement in Kreditinstituten

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    New Arrivals



    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!