AUTHOR
Wännström, Anton; Öhgren, Anton

DATE
2003-09-04

DEPARTMENT
Business Administration and Social Sciences / Industrial Marketing

SUMMARY
The purpose of this thesis was to examine what the communication between bank and customer looks like. We have more specifically studied how the bank communicates with the customer when communicating different offers, how the customer wants the communication to take place, what communication problem looks like and how the customer wants the bank to design their offers. Our target group was bank customers with academic degree, with one to seven years of working experience. This study was conducted trough interviews with bank customers and representatives at the bank. On the basis of our studies we found that the communication between bank and customer works fairly well. Both bank and customer appear satisfied about how the communication works. Further we have found that the customers want the communication to take place on their own demands and not be forced on information by the bank. The customer wants many options to communicate with the bank. After analyzing we found that it is important that the bank conforms the communication channel on the basis of what kind of information they are going to communicate.

ISSN 1404-5508 / ISRN LTU-SHU-EX--03/192--SE / NR 2003:192