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What do German bank customers want? The importance of customer expectations and the failure of the integral customer advisory service

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Hastenteufel J., Kiszka S.

Managerial Economics

2020

vol. 21

issue 1

7-47

Banks and financial service providers are currently facing numerous challenges due to the ongoing cheap money policy of the European Central Bank, an increasingly regulated market environment and a rapidly progressive digitization. The ongoing decline in interest income and the stagnating of a banks commission income are currently leading to a reduction of a banks total income. In addition, there is digitization that brings numerous new competitors into the market and changes the core business models of banks. As a result, the general conditions in the financial sector change fundamentally and continue to do so in the near future. Moreover, the behaviour and expectations of bank customers have changed in a way that factors such as “convenience”, “flexibility” and “speed” have become increasingly important for them. For this reason, we will start with a theoretical overview of the status quo and the current challenges banks are facing and then present the results of our customer survey to highlight the current expectations of bank customers. Based on this, we formulate recommendations for banks on how to meet their customers’ expectations.

Oczekiwania turystów dotyczące oferty gospodarstw agroturystycznych

75%

Wilk I., Keck-Wilk M.

Journal of Agribusiness and Rural Development

2013

issue 2(28)

Agroturystyka odgrywa istotną rolę w wielofunkcyjnym rozwoju obszarów wiejskich. Jej realizacja jest uwarunkowana rozpoznaniem potrzeb agroturystów w odniesieniu do pożądanego kształtu elementów składowych oferty agroturystycznej, co przyczynia się do ich doskonalenia w ramach marketingowej działalności gospodarstw agroturystycznych. Celem przeprowadzonych badań było określenie oczekiwań klientów wobec oferty gospodarstw agroturystycznych w regionie łódzkim. Badania zostały zrealizowane na próbie 120 respondentów w 2011 roku (lipiec-sierpień). W świetle tych badań można stwierdzić, że agroturyści oczekują oferty dostosowanej do ich indywidualnych potrzeb, będącej efektem możliwości wyboru spośród różnych wariantów propozycji gospodarstwa agroturystycznego.

Agritourism plays an important role in multifunctional agriculture. Its development depends on agritourists’ needs identification in relation to the desired agritourism offer components which contributes to their improvement within agritourism farms market activity. The aim of the study was to determine customers preferences towards the agritourism farms offer in the Lodz region. The study was carried out on a sample of 120 respondents in 2011 (July-August) and revealed that agritourists expect an offer, consisting of the components of various options offered by agritourism farm, matching their individual needs.

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1 Journal of Agribusiness and Rural Development

1 Managerial Economics

1 Hastenteufel J.

1 Keck-Wilk M.

1 Kiszka S.

1 Wilk I.

1 2020

1 2013

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What do German bank customers want? The importance of customer expectations and the failure of the integral customer advisory service

Oczekiwania turystów dotyczące oferty gospodarstw agroturystycznych