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Bc. Olha Hodunova

Master's thesis

Customer experience (CX) in services

Customer experience (CX) in services
Abstract:
This master's thesis aims to thoroughly assess and measure the customer experience within the Czech Republic's banking sector. The research methodology encompasses both secondary data analysis and primary data collection, utilizing a structured questionnaire based on the SERVQUAL model. The study contains four chapters. Chapter 1 provides a comprehensive review of relevant literature to provide contextual …more
 

Keywords

Customer Experience Banking Sector SERVQUAL Model Service Quality Czech Republic Raiffeisenbank Customer Satisfaction
 
Language used: English
Date on which the thesis was submitted / produced: 9. 5. 2024
Identifier: https://is.slu.cz/th/dom9n/

Thesis defence

  • Date of defence: 11. 6. 2024
  • Supervisor: Ing. Kateřina Matušínská, Ph.D.
  • Reader: Ing. Pavel Adámek, Ph.D.

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  • světu
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Institution archiving the thesis and making it accessible: Slezská univerzita v Opavě, Obchodně podnikatelská fakulta v Karviné
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