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Beschwerdemanagement in Finanzdienstleistungsunternehmen
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ISBN10: 3638934357
ISBN13: 9783638934350
Publisher: Grin Verlag
Published: Apr 30 2008
Pages: 92
Weight: 0.29
Height: 0.22 Width: 5.83 Depth: 8.27
Language: German
ISBN13: 9783638934350
Publisher: Grin Verlag
Published: Apr 30 2008
Pages: 92
Weight: 0.29
Height: 0.22 Width: 5.83 Depth: 8.27
Language: German
Diplomarbeit aus dem Jahr 2008 im Fachbereich BWL - Offline-Marketing und Online-Marketing, Note: 1,70, Hochschule Niederrhein in Mönchengladbach (Fachhochschule Niederrhein), Sprache: Deutsch, Abstract: In den letzten Jahren ist der Mangel an Kundenorientierung in Deutschland in die Diskussion geraten, und gerade die Presseschlagzeilen oder einschlägigen Fernsehsendungen wie Markt forcieren den Eindruck, dass der Kunde König entthront worden ist und zum Bittsteller degradiert wurde. In Zeiten steigender Wettbewerbsintensität im deutschen Finanzdienstleistungsmarkt und zunehmender Homogenität der Produkte bzw. Dienstleistungen, gewinnen die Themen Kundenzufriedenheit und Kundenbindung immer mehr an Bedeutung. Durch das Eintreten neuer Mitbewerber ist der Druck auf die etablierten Finanzdienstleister (wie z.B. die Banken) gestiegen. Der Margenverfall und der Kostenanstieg lassen die Erträge schrumpfen. Des Weiteren ist es nicht möglich die Marktanteile auszuweiten, da der Markt für Finanzdienstleistung in Deutschland verteilt ist. Neben dem Konkurrenzdruck werden die Kunden immer kritischer und anspruchsvoller. Aufgrund der einfachen Informationsbeschaffung durch Internet, Fernsehen und Fachzeitschriften, ist der Markt sehr transparent geworden, wodurch ein Vergleich verschiedenster Finanzprodukte und Dienstleistungen einfach durchzuführen ist. Dadurch sinkt die Kundenloyalität, denn wenn der Kunde mit einer Kondition nicht einverstanden oder er mit der Beratung unzufrieden ist, ist es für ihn leicht, die Bankverbindung zu wechseln. In vielen Fällen nutzt der Kunde auch schon mehr als eine Bankverbindung. Aufgrund dieser Umstände ist es für einen Finanzdienstleister essentiell, dem Kunden eine bestmögliche Dienstleistungsqualität anzubieten. Ein Teil dieser Dienstleistung ist das Ermöglichen und Bearbeiten von Kundenbeschwerden, um so Kundenzufriedenheit herzustellen und Kundenabwanderung zu vermeiden. Finanzdienstleister sind in den letzten
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