Sirvi Autor "Beisembayev, Merey" järgi

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Customer-Centric Redesign of the Mortgage Application Process in Baltic Banks
(Tartu Ülikool, 2025) Beisembayev, Merey; Milani, Fredrik Payman, juhendaja; Halas, Yana, juhendaja; Tartu Ülikool. Loodus- ja täppisteaduste valdkond; Tartu Ülikool. Arvutiteaduse instituut
Placing customers firmly at the center of the business underpins the main idea behind customer centricity. Previous studies have effectively indicated the benefits of integrating customer centricity into business processes, such as gaining a competitive advantage and increased customer satisfaction. However, the mortgage process remains understudied from a customer perspective, particularly in the context of the digital environment. This thesis investigates how Baltic banks can redesign their digital mortgage application process to be more customer-centric, focusing on the experiences and pain points of private mortgage clients in Estonia, Latvia, and Lithuania. For this purpose, the research adopted a qualitative approach to analyze collected data from competitor analysis of Baltic banks' mortgage webpages and semi-structured interviews with borrowers. The competitor analysis resulted in 40 content elements and features, identifying customer service gaps in how banks communicate mortgage information to prospective borrowers before application. Furthermore, through thematic analysis of the semi-structured interviews, we extracted 6 themes and 22 subthemes, characterizing customers' unmet needs, challenges, and overall experience dealing with the mortgage process. Finally, the empirical findings were synthesized to propose 12 actionable customer-centric recommendations for improving the customer-centricity of the mortgage process. This thesis provides a deeper insight into the mortgage experience of Baltic banks' borrowers and contributes to the implementation of customer-centric business redesign in the banking industry.
The role of the non-financial contribution of venture capital in the growth of Estonian deep tech startups
(Tartu Ülikool, 2022) Beisembayev, Merey; Vettik-Leemet, Piia, juhendaja; Tartu Ülikool. Sotsiaalteaduste valdkond; Tartu Ülikool. Majandusteaduskond