Measuring Gen-Y Customer Experience in the Banking Sector

Asta Kyguolienė; Nerijus Makutėnas

doi:10.1515/mosr-2017-0017

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Measuring Gen-Y Customer Experience in the Banking Sector

Management of Organizations: Systematic Research

Volume 78 (2017): Issue 1 (December 2017)

By: Asta Kyguolienė and Nerijus Makutėnas

Open Access

|Feb 2018

Abstract

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.

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Articles in this issue

DOI: https://doi.org/10.1515/mosr-2017-0017 | Journal eISSN: 2335-8750 | Journal ISSN: 1392-1142

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Language: English

Page range: 77 - 93

Submitted on: Aug 24, 2017

Accepted on: Dec 10, 2017

Published on: Feb 6, 2018

Published by: Vytautas Magnus University, Faculty of Economics and Management

In partnership with: Paradigm Publishing Services

Publication frequency: 2 issues per year

Keywords:

experience marketing,

customer experience,

touch points,

banks

Related subjects:

Business and economics,

Business management,

Marketing, sales, customer relations,

Management, organization, corporate governance,

Business development, change management, cooperation,

Human resources, labor practice, job and career

© 2018 Asta Kyguolienė, Nerijus Makutėnas, published by Vytautas Magnus University, Faculty of Economics and Management
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

Volume 78 (2017): Issue 1 (December 2017)