Content Analysis Customer Education on Websites of Leading Financial Companies

Hoang, Hong (2008) Content Analysis Customer Education on Websites of Leading Financial Companies. [Dissertation (University of Nottingham only)] (Unpublished)

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This research focuses on examining how the web sites of some leading financial companies chosen from the list of 500 top companies in the world of Fortune in 2008 implement customer education. Using the content analysis, this research focuses on analyzing five main categories in order to evaluate the customer education program on

web sites of these samples. The five categories consist of dentification customers target features of customer education, information content, method of deliver financial education, trust building features and visual presentation of customer education program

on the web sites. The research findings show that most of the web sites demonstrate adequately the content of the financial education to customers and teaching customer about financial knowledge is considered as the crucial element of these web sites content.

However the methods of deliver the customer education make the big difference among web sites. The author suggest that web sites of financial services companies should use the combination of many methods to transfer the education to customer efficiently and make the customer feel interested in apply the knowledge and use the products and services of the companies.

Item Type: Dissertation (University of Nottingham only)
Depositing User: EP, Services
Date Deposited: 26 Sep 2008
Last Modified: 24 Jan 2018 05:22

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