USING OF CUSTOMER EXPERIENCE TO PROTECT THE CONSUMER IN THE BANKING SERVICES MARKET – OPPORTUNITIES AND POSSIBILITIES
Journal Title: Zeszyty Naukowe Wyższej Szkoły Humanitas Zarządzanie - Year 2019, Vol 20, Issue 1
Abstract
Customer Experiece is the total customer experience in connection with using service or product. Research and analysis regarding this factor is an important element of building a competitive advantage by entrepreneurs. These activities allow to determine the level of customer satisfaction with the services provided or products delivered. Such research is important in particular in the financial services market, which is characterized by high competitiveness, as well as the volatility of the product offer and solutions used, which result in the need to update its policy and solutions on an ongoing basis. The purpose of this publication is to determine whether and if so how the conduct of Customer Experience surveys may affect the scope of protection of consumer interests in the banking services market. This issue is important because the market generates a number of threats to these interests, which will be presented in this article.<br/><br/>
Authors and Affiliations
Agnieszka Butor-Keler
Keywords
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- EP ID EP599708
- DOI 10.5604/01.3001.0013.2427
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