Measuring Gen-Y Customer Experience in the Banking Sector

Measuring Gen-Y Customer Experience in the Banking Sector

The article analyses customer experience as the subject of marketing research and presents methods for assessing customer experience. The results of empirical research revealing the Gen-Y customer experience in using the Lithuanian commercial banks’ services are presented.

Bibliographic Details
Main Authors: Kyguolienė Asta, Makutėnas Nerijus
Format: Article
Language:English
Published: Sciendo 2017-12-01
Series:Organizacijų Vadyba: Sisteminiai Tyrimai
Subjects:
experience marketing
customer experience
touch points
banks
Online Access:https://doi.org/10.1515/mosr-2017-0017
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spelling doaj-39e1ae08985741da98ec7c3b071c24cb2021-09-06T19:20:23ZengSciendoOrganizacijų Vadyba: Sisteminiai Tyrimai2335-87502017-12-01781779310.1515/mosr-2017-0017mosr-2017-0017Measuring Gen-Y Customer Experience in the Banking SectorKyguolienė Asta0Makutėnas Nerijus1Doctor of social sciences, associate professor at Marketing Department, the Faculty of Economics and Management, Vytautas Magnus University, Lithuania. K. Donelaičio str. 58, LT-44248, Kaunas, Lithuania. Phone: +37037327856.Bachelor student of Marketing Management at the Faculty of Economics and Management, Vytautas Magnus University, Lithuania. K. Donelaičio str. 58, LT-44248, Kaunas, Lithuania. Phone: +37037327856.The article analyses customer experience as the subject of marketing research and presents methods for assessing customer experience. The results of empirical research revealing the Gen-Y customer experience in using the Lithuanian commercial banks’ services are presented.https://doi.org/10.1515/mosr-2017-0017experience marketingcustomer experiencetouch pointsbanks
collection DOAJ
language English
format Article
sources DOAJ
author Kyguolienė Asta
Makutėnas Nerijus
spellingShingle Kyguolienė Asta
Makutėnas Nerijus
Measuring Gen-Y Customer Experience in the Banking Sector
Organizacijų Vadyba: Sisteminiai Tyrimai
experience marketing
customer experience
touch points
banks
author_facet Kyguolienė Asta
Makutėnas Nerijus
author_sort Kyguolienė Asta
title Measuring Gen-Y Customer Experience in the Banking Sector
title_short Measuring Gen-Y Customer Experience in the Banking Sector
title_full Measuring Gen-Y Customer Experience in the Banking Sector
title_fullStr Measuring Gen-Y Customer Experience in the Banking Sector
title_full_unstemmed Measuring Gen-Y Customer Experience in the Banking Sector
title_sort measuring gen-y customer experience in the banking sector
publisher Sciendo
series Organizacijų Vadyba: Sisteminiai Tyrimai
issn 2335-8750
publishDate 2017-12-01
description The article analyses customer experience as the subject of marketing research and presents methods for assessing customer experience. The results of empirical research revealing the Gen-Y customer experience in using the Lithuanian commercial banks’ services are presented.
topic experience marketing
customer experience
touch points
banks
url https://doi.org/10.1515/mosr-2017-0017
work_keys_str_mv AT kyguolieneasta measuringgenycustomerexperienceinthebankingsector
AT makutenasnerijus measuringgenycustomerexperienceinthebankingsector
_version_ 1717776916026490880

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