Η διαχείριση των σχέσεων μεταξύ των τραπεζών και των πελατών σε περιόδους έντονης οικονομικής κρίσης
AdvisorΤσόγκας, Μάρκος - Μάριος
The thesis examines how Banks' customers relationships were affected and shaped during the crisis, and how Greek banks transformed in order to regain customer confidence. In particular, it investigates how bank employees perceive customer financial difficulties, the measures taken for high-debt clients and whether, the banking group has appropriate customer-centric customer management systems for non-performing loans. Performing a quantitative analysis, using a structured questionnaire on a sample of 150 people, the thesis concludes that customer confidence to the Bank is affected, by the way it handles customer relationships and the extent to which it understands changing customer needs. Effective management involves, debt and loan settlement, the provision of products to alleviate the financial burden of households, but above all, direct communication with the customer in order to understand his needs.