prikaz prve stranice dokumenta Digital banking reinvention: The impact of CRM on customer satisfaction in relation to digital banking services in Croatia
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master's thesis
Digital banking reinvention: The impact of CRM on customer satisfaction in relation to digital banking services in Croatia
Zagreb: University of Zagreb, Faculty of Economics and Business, 2021. urn:nbn:hr:148:620377
Babić, Hana
University of Zagreb
Faculty of Economics and Business

Institutional repository: REPEFZG

Cite this document

Babić, H. (2021). Digital banking reinvention: The impact of CRM on customer satisfaction in relation to digital banking services in Croatia (Master's thesis). Zagreb: University of Zagreb, Faculty of Economics and Business. Retrieved from https://urn.nsk.hr/urn:nbn:hr:148:620377

Babić, Hana. "Digital banking reinvention: The impact of CRM on customer satisfaction in relation to digital banking services in Croatia." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2021. https://urn.nsk.hr/urn:nbn:hr:148:620377

Babić, Hana. "Digital banking reinvention: The impact of CRM on customer satisfaction in relation to digital banking services in Croatia." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2021. https://urn.nsk.hr/urn:nbn:hr:148:620377

Babić, H. (2021). 'Digital banking reinvention: The impact of CRM on customer satisfaction in relation to digital banking services in Croatia', Master's thesis, University of Zagreb, Faculty of Economics and Business, accessed 24 December 2024, https://urn.nsk.hr/urn:nbn:hr:148:620377

Babić H. Digital banking reinvention: The impact of CRM on customer satisfaction in relation to digital banking services in Croatia [Master's thesis]. Zagreb: University of Zagreb, Faculty of Economics and Business; 2021 [cited 2024 December 24] Available at: https://urn.nsk.hr/urn:nbn:hr:148:620377

H. Babić, "Digital banking reinvention: The impact of CRM on customer satisfaction in relation to digital banking services in Croatia", Master's thesis, University of Zagreb, Faculty of Economics and Business, Zagreb, 2021. Available at: https://urn.nsk.hr/urn:nbn:hr:148:620377

Metadata
TitleDigital banking reinvention: The impact of CRM on customer satisfaction in relation to digital banking services in Croatia
AuthorHana Babić
MentorMiroslav Mandić (mentor)
Committee memberMiroslav Mandić (predsjednik povjerenstva)
Committee memberMario Spremić (član povjerenstva)
Committee memberJakša Krišto (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Economics and Business
Zagreb
Defense date and country2021-09-22, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Constant changes in Management concepts and evolution of IT technology have opened a different perspective on managing customer satisfaction, loyalty and retention. Knowing that customers are intangible assets to banks, it is inevitable to establish long-term relationship and ensure competitiveness on the market. Customer Relationship Management plays a vital role in ensuring all this, as well as increasing profitability. This Thesis covers theoretical knowledge about concepts of CRM and customer satisfaction. It deals with questions specific to CRM application in digital banking services and impact on customer satisfaction.
Keywords
Languageenglish
URN:NBNurn:nbn:hr:148:620377
Study programmeTitle: Business economics : managerial informatics; specializations in: Managerial informatics
Course: Managerial informatics
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2021-10-01 11:15:50