<abstract xmlns="http://www.w3.org/1999/xhtml"><p>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.</p></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.

Measuring Gen-Y Customer Experience in the Banking Sector

Marketing Department, the Faculty of Economics and Management

Marketing Management at the Faculty of Economics and Management

Management of Organizations: Systematic Research

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

{"article-title":"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...

Measuring Gen-Y Customer Experience in the Banking Sector

Published Online: Feb 06, 2018

Page range: 77 - 93

Received: Aug 24, 2017

Accepted: Dec 10, 2017

DOI: https://doi.org/10.1515/mosr-2017-0017

Keywords
experience marketing, customer experience, touch points, banks

© 2017 Asta Kyguolienė et al., published by De Gruyter Open

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

Measuring Gen-Y Customer Experience in the Banking Sector

Published Online: Feb 06, 2018

Page range: 77 - 93

Received: Aug 24, 2017

Accepted: Dec 10, 2017

DOI: https://doi.org/10.1515/mosr-2017-0017

Keywordsexperience marketing, customer experience, touch points, banks

© 2017 Asta Kyguolienė et al., published by De Gruyter Open

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

Keywords
experience marketing, customer experience, touch points, banks