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Dissertations / Theses on the topic 'Agent banking'
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Romero, Pedro P. "Essays on banking and capital an agent-based investigation /." Fairfax, VA : George Mason University, 2009. http://hdl.handle.net/1920/4565.
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Thesis (Ph.D.)--George Mason University, 2009.Vita: p. 91. Thesis director: Richard E. Wagner. Submitted in partial fulfillment of the requirements for the degree of Doctor of Philosophy in Economics. Title from PDF t.p. (viewed Oct. 11, 2009). Includes bibliographical references. Also issued in print.
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Jahan, Israt. "Agent banking as a relationship marketing tool by banks in Bangladesh." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-89775.
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With growing number of adult people not owning a bank account,efforts are being made to bring banking services to the unbanked populations.Relationships marketing plays a crucial role in establishing and sustaining beneficial relationship in the banking industry. This study sought to explore the link between agent banking and relationship marketing through an exploratory qualitative approach.The findings show that agent banking as a fairly new phenomenon relies on the integration of different functions within the bank with a strong emphasis on the role of technology,processes and personnel to delivder services that can be acceptable to the customers so as to create long lasting beneficial relationships. Through semi-structured interviews with employees of 6 banks that offer agent banking in Bangladesh,this study contributes a key reflection document on implemenation of agent banking for other banks that intend to start offering agent banking services in Bangladesh.
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Krug, Sebastian [Verfasser], Hans-Werner [Akademischer Betreuer] Wohltmann, and Thomas [Gutachter] Lux. "Banking, Shadow Banking, and Financial Regulation - An Agent-based Approach / Sebastian Krug ; Gutachter: Thomas Lux ; Betreuer: Hans-Werner Wohltmann." Kiel : Universitätsbibliothek Kiel, 2017. http://d-nb.info/1215101171/34.
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Holmberg, Ulf. "Essays on credit markets and banking." Doctoral thesis, Umeå universitet, Nationalekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-53494.
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This thesis consists of four self-contained papers related to banking, credit markets and financial stability. Paper [I] presents a credit market model and finds, using an agent based modeling approach, that credit crunches have a tendency to occur; even when credit markets are almost entirely transparent in the absence of external shocks. We find evidence supporting the asset deterioration hypothesis and results that emphasize the importance of accurate firm quality estimates. In addition, we find that an increase in the debt’s time to maturity, homogenous expected default rates and a conservative lending approach, reduces the probability of a credit crunch. Thus, our results suggest some up till now partially overlooked components contributing to the financial stability of an economy. Paper [II] derives an econometric disequilibrium model for time series data. This is done by error correcting the supply of some good. The model separates between a continuously clearing market and a clearing market in the long-run such that we are able to obtain a novel test of clearing markets. We apply the model to the Swedish market for short-term business loans, and find that this market is characterized by a long-run nonmarket clearing equilibrium. Paper [III] studies the risk-return profile of centralized and decentralized banks. We address the conditions that favor a particular lending regime while acknowledging the effects on lending and returns caused by the course of the business cycle. To analyze these issues, we develop a model which incorporates two stylized facts; (i) banks in which lendingdecisions are decentralized tend to have a lower cost associated with screening potential borrowers and (ii) decentralized decision-making may generate inefficient outcomes because of lack of coordination. Simulations are used to compare the two banking regimes. Among the results, it is found that even though a bank group where decisions are decentralizedmay end up with a portfolio of loans which is (relatively) poorly diversified between regions, the ability to effectively screen potential borrowers may nevertheless give a decentralized bank a lower overall risk in the lending portfolio than when decisions are centralized. In Paper [IV], we argue that the practice used in the valuation of a portfolio of assets is important for the calculation of the Value at Risk. In particular, a seller seeking to liquidate a large portfolio may not face horizontal demand curves. We propose a partially new approach for incorporating this fact in the Value at Risk and Expected Shortfall measures and in an empirical illustration, we compare it to a competing approach. We find substantial differences.
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Perez, Clara Aglaya Corzo. "An Agent Based Distributed Workflow-oriented Auditing Architecture : A Solution Inter-banking E-trading Transactions." Thesis, University of Manchester, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.518468.
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Teixeira, Henrique Oliveira. "Bank networks and firm credit: an agent based model approach." reponame:Repositório Institucional do FGV, 2016. http://hdl.handle.net/10438/15973.
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Submitted by Henrique Teixeira (henrique.oliv@gmail.com) on 2016-03-16T02:51:18Z
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Starting from the idea that economic systems fall into complexity theory, where its many agents interact with each other without a central control and that these interactions are able to change the future behavior of the agents and the entire system, similar to a chaotic system we increase the model of Russo et al. (2014) to carry out three experiments focusing on the interaction between Banks and Firms in an artificial economy. The first experiment is relative to Relationship Banking where, according to the literature, the interaction over time between Banks and Firms are able to produce mutual benefits, mainly due to reduction of the information asymmetry between them. The following experiment is related to information heterogeneity in the credit market, where the larger the bank, the higher their visibility in the credit market, increasing the number of consult for new loans. Finally, the third experiment is about the effects on the credit market of the heterogeneity of prices that Firms faces in the goods market.
Partindo da ideia de que os sistemas econômicos se enquadram na teoria da complexidade, onde seus inúmeros agentes interagem entre si sem um controle central e que essas interações são capazes de alterar o comportamento futuro dos agentes e de todo o sistema, semelhante a um sistema caótico, incrementamos o modelo de Russo et al. (2014) para a realização de três experimentos com foco na interação entre bancos e empresas em uma economia artificial. O primeiro experimento diz respeito a Relationship Banking onde, segundo a literatura, a interação ao longo do tempo entre bancos e empresas é capaz de produzir benefícios mútuos, principalmente devido a redução da assimetria de informação entre eles. O experimento seguinte está relacionado a assimetria de informação no mercado de crédito, onde quanto maior o banco, maior sua visibilidade no mercado de crédito, elevando na mesma proporção as consultar para novos emprestimos. Por fim, o terceiro experimento é relativo aos efeitos no mercado de crédito da heterogeneidade de preços que as empresas se deparam no mercado de bens
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Giansante, Simone. "Agent-based economic (ACE) modelling of payments media : emergence of monetary exchange, banking, large value payment and settlement systems." Thesis, University of Essex, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.499788.
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Kalliala, Oskari. "Credit union correspondents and financial inclusion in Brazil: an exploratory study." reponame:Repositório Institucional do FGV, 2016. http://hdl.handle.net/10438/16392.
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Credit Union Correspondents and Financial Inclusion in Brazil - An Exploratory Study.pdf: 5545792 bytes, checksum: 6d34d7539e504a0435f497516a543549 (MD5)Approved for entry into archive by Ana Luiza Holme (ana.holme@fgv.br) on 2016-04-18T12:31:30Z (GMT) No. of bitstreams: 1 Credit Union Correspondents and Financial Inclusion in Brazil - An Exploratory Study.pdf: 5545792 bytes, checksum: 6d34d7539e504a0435f497516a543549 (MD5)
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The Brazilian banking correspondent network has been a topic of study for already a decade, due to its well-documented success in improving access to financial services in remote areas. The marginal but growing role of credit unions in the usage of correspondents has not received much attention from academics, despite the appraised importance of credit unions in finance of proximity. This thesis takes a multi-method approach to perform an exploratory research of credit union correspondents in Brazil. The research objective is two-fold, aiming, from one side, at understanding the incentives of credit unions for contracting correspondents and, from the other, at evaluating whether credit union correspondents improve financial inclusion. The research consists of a case study and quantitative analysis of correspondent registration data and credit union financials. The results indicate that generally the largest and most profitable credit unions use banking correspondents in order to improve efficiency and decrease waiting lines, while promoting financial inclusion only in one restricted dimension – bill payment. Nevertheless, in 2014, credit union correspondents had an important role in providing access to payments in 690 municipalities, of which 200 had low financial depth. Despite the scope limitation of credit union correspondents, the results give reasons to believe that these actors could increase their importance in the promotion of financial inclusion in the future.
A rede de correspondentes bancários do Brasil tem sido estudada há mais de uma década, em particular por causa da sua importância no aumento do alcance de serviços financeiros para regiões distantes dos maiores centros urbanos. O uso de correspondentes por cooperativas de crédito não tem recebido destaque, apesar do papel importante das cooperativas na inclusão financeira. Esta dissertação adota uma abordagem 'multimétodo' para efetuar uma pesquisa exploratória dos correspondentes de cooperativas de crédito no Brasil. A pesquisa visa, por um lado, alargar a compreensão dos incentivos que levam cooperativas a usarem correspondentes, e por outro, avaliar se esses correspondentes merlhoram a inclusão financeira. A pesquisa é formada por um estudo de caso assim como por análise de dados relativos ao registro de correspondentes bancários e de dados financeiros das cooperativas. Os resultados apontam que o uso de correspondentes bancários por cooperativas está relacionado à busca de maior eficiência e redução de filas nas agências. A melhoria da inclusão financeira por esses correspondentes limita-se a um serviço único – o recebimento de pagamentos. Não obstante, em 2014, cooperativas de correspondentes de crédito tinham um papel importante no fornecimento de serviços de recebimento de contas em 690 municípios brasileiros, dos quais 200 tinham baixos níveis de inclusão financeira. Apesar da escassa disponibilidade de serviços dos correspondentes das cooperativas, os resultados sugerem que esses atores poderiam adquirir uma importância maior na promoção de inclusão financeira no futuro.
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Mach, Milan. "Vliv problému pána a správce na vznik finanční krize." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-193739.
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The core focus of this thesis is the principal-agent problem and its role in the outbreak of the 2007 financial crisis. Analysis of key elements of the problem like moral hazard and adverse selection lays foundations for identifying situations, in which conflict of interests led to negative impacts on the economic performance before and during the financial crisis. This work also studies the influence of factors that are often overlooked by theoretical economists but are still tightly connected to the principal-agent problem, like exogenous incentives based on the mechanism of trust. The author also evaluates mechanisms that have been put into place after the financial crisis and which could help lower agency costs. He also sketches out possible venues of future research in this area.
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Bladh, Oskar, Hedvig Henrekson, and Ida Modée. "The Impact of Virtual Agents on Customer Loyalty in Major Swedish Banks." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-39856.
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Abstract Background Since the emergence of digital banking, the financial sector has experienced a significant transformation in both how business is conducted and how services are provided to customers. Previous literature has examined how new technologies and the digitalization of banks' customer service affect customer loyalty. Although, since virtual agents acting as service providers in the banking sector is a relatively new phenomenon, there is limited research concerning the implications it will have on the bank-customer relationship. Hence, the novelty and relevance of the topic makes it interesting for further research. Purpose Through the identified underlying factors affecting customer loyalty, the purpose of this study is to examine how customer loyalty will be affected by the implementation of virtual agents as service providers in major Swedish banks. Method This is a qualitative study, and the empirical data were collected from semi-structured in-depth interviews with bankers at four major Swedish banks, as well as with ten highly-educated customers who are frequent users of bank services. Findings The findings showed that virtual agents must affect customer service to a large extent to have a profound impact on customer loyalty. Virtual agents will be able to replace human bankers regarding simpler inquiries satisfyingly. On the other hand, the demand for personal interactions regarding more complex matters is found to be important.
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Deungoue, Megogoue Sandra. "Alice au pays des monnaies : ou la course sans fin vers de nouveaux moyens de paiement." Thesis, Lyon 2, 2010. http://www.theses.fr/2010LYO22002.
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L’objet de cette thèse est d’analyser l’évolution du marché des paiements de détail avec en toile de fond la constitution d’un espace unique pour les paiements en Europe. Notre analyse révèle notamment que ce marché évolue selon la théorie de la Reine Rouge ; en effet, sous le poids de la concurrence, les prestataires de service ne cessent de créer des moyens de paiement de plus en plus innovants afin de maintenir leur part de marché. Paradoxalement, la demande, elle, évolue plus lentement, essentiellement à cause des habitudes difficiles à changer. Pour la dynamiser, régulateur et industrie bancaire ont mis en œuvre de nombreux moyens. Notre étude révèle ainsi que bien que les facteurs sociodémographiques, technologiques et économiques déterminant les comportements de paiement varient et n’ont pas le même impact d’un pays à un autre, certains Etats présentent néanmoins suffisamment d’homogénéité pour appartenir à une même zone de paiement optimale. En outre, nous démontrons que l’harmonisation des pratiques bancaires et des réglementations mise en place pour la réalisation du marché unique a conduit à une convergence des comportements de paiement en Europe. Par ailleurs, en analysant le cas particulier des paiements par carte, nous développons un modèle multi-agents permettant de mettre en évidence l’importance des pratiques tarifaires telles que la commission d’interchange ou la règle de non-discrimination sur la concurrence entre instruments, intermédiaires et systèmes de paiement. L’expérimentation artificielle de ce modèle dévoile les conditions nécessaires à l’efficacité de la réglementation de ces pratiques par l’EtatThe purpose of present thesis is to study the evolution of the retail payment market. This work is set against a backdrop of the creation of a single payment area in Europe. Our analysis reveals that this market is subject to the Red Queen dilemma; indeed, because of intense competition, payment service providers are forced to a constant evolution of technology in order to maintain their market share. Paradoxically, the demand for payment instruments tends to move slowly, basically because habits are difficult to change. To improve the dynamism of the demand response to innovation, regulator and banking industry have implemented new policies and procedures that encourage the development of trans-border payments. Thereby, although the sociodemographic, technological and economic factors which influence payment behaviours vary and don't have the same impact from one country to another, we find some remarkable homogeneity across countries that are eligible to form an optimal payment area. Besides, we show that the harmonization of the banking laws and products led to a convergence of the payment behaviours in Europe. In addition, by analyzing the case of the payment card industry, we develop an agent-based model which highlights the effects of the tariff practices such as the interchange fee or the no-surcharge rule, on competition within and between payment systems. The computational simulation of this model reveals necessary conditions to achieve the desired result of the regulation of these practices
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Oet, Mikhail V. "Financial stress in an adaptive system: From empirical validity to theoretical foundations." Case Western Reserve University School of Graduate Studies / OhioLINK, 2016. http://rave.ohiolink.edu/etdc/view?acc_num=case1459347548.
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Vierling-Kovar, Emmanuelle. "Le contrat de société en participation." Phd thesis, Université de Strasbourg, 2013. http://tel.archives-ouvertes.fr/tel-00997288.
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La société en participation ne s'analyse pas comme une société classique. Elle ne se dissout pas, elle est résolue ou résiliée, comme tout contrat de partenariat. Sa force, sa réalité, demeure dans le contrat librement choisi par les participants, tant dans son élaboration que dans l'organisation même de la société, situation intermédiaire entre un contrat classique et les sociétés institution. C'est l'application du principe d'autonomie de la volonté. Dans ce cas de figure, l'affectio societatis se rapproche le plus de la notion de jus fraternitatis, du moins lors de l'élaboration des statuts, ce que certains auteurs nomment l'affectio contractus. Finalement, en raison de son caractère éminemment contractuel, à la place de société en participation, ne faudrait-il pas plutôt l'appeler contrat de société en participation ? Il s'agit dès lors de lui reconnaître son caractère de contrat à part entière, un contrat nommé du Code civil. La jurisprudence semble aller dans ce sens.
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LUIS, ANTEZANA HUARCAYA JOSE, and 何西. "IBM Peru Agent Banking Solution for Retailers Case study." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/76304905043714486213.
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碩士國立交通大學
企業管理碩士學程
102
The following thesis will be based in the case study based in a real IBM project performed in Peru, which focus on the Agent Banking solution for retailers, which was implemented in Peru but also in the South America Region in a Multi-country level, gaining a great acceptance over the traditional banking solutions in the market exploring at the same time a new segment which make retailers can work as a Banking branch in benefit for the society. The project's objective of IBM Peru was to demonstrate the benefits and reasons to use software and hardware for Banking for retailers as an improvement of not only to be a traditional payment device in the local market instead of using a traditional ATM (Automatic Teller Machines). By which banks can reduce their costs in terms of market expansion and maintenance over the competitors This project currently is already implemented in Peru and put into production in the local Peruvian Bank called Interbank, creating at the same time a new market segment for them called Interbank Banking retailers.
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Hsieh, Ching-huang, and 謝慶皇. "Non-life insurance agent in the management of banking insurance." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/46997651444655188019.
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碩士逢甲大學
經營管理碩士在職專班
95
Due to the growing trend towards free marketing and internationalizing in Taiwan’s finance operation, the finance related businesses, including banking, insurance, stocks and bonds, investment and so on, all ran into difficulty in recent years. Besides, the trend for joint venture in finance operation also challenged these finance businesses as well. The study investigated banking insurance channels of property insurance agencies and brokers by doing paper research, data analysis, and interview. The study found that: 1. In a finance group, how the insurance agencies and brokers were put depended mainly on the supportive attitude of the key man. 2. The company that provided a higher commission to its business partners didn’t guarantee its better prospects of promotion. 3. The management of the property insurance agencies and brokers should not only maintain the core competition strength, but also equip with the competence for resource integration. 4. Combine with of the banking and insurance brand also industial culture will provide a unique sales differentiation that increases sales revenues for income. In addition, the study also suggested that property insurance agencies and brokers might expand the channels to overseas areas and establish their customers’ databases to attain the greatest management effectiveness via second marketing and cross-selling.
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Lee, en wei, and 李恩瑋. "A Study of Multi-Agent and Neural Network Technology for Evaluating Banking Performance." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/24096227836568460256.
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碩士龍華科技大學
商學與管理研究所碩士班
94
In this paper, we build a banking performance evaluation system that uses multi-agent and neural network techniques. The system is composed of multiple agents, a database, a knowledge base and a user interface. It is developed by using Java with the object-orientated analysis and design. We adopt a three-layer neural network model to train and test the proposed model. With the back-propagation algorithm, 8 financial ratios are considered to compute and find the final results for evaluating banking performance. In the ANN model, the number of neurons for the input layer is 8 and the number of neurons for the hidden layer is selected from 1 to 20. Furthermore, the learning rate is 0.3. Then, we find when the number of the hidden layer is 4, the process of training is the fastest and the MSE is the smallest. Finally, we compare the neural network model with the Gene algorithm and conclude the ANN model is better than the Gene algorithm for evaluating banking performance.
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Lin, Yu-Tang, and 林毓棠. "Development of a Business Plan for Credit Card Agent Banking Model in Taiwan Market." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/33547795413116711557.
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碩士國立臺灣大學
財務金融組
94
Credit card industry had emerged in Taiwan for 20 years; however, most of the credit card issuers are lack of core competitiveness since they didn’t build up expertise as well as necessary business management skills on their credit card business. Furthermore, financial institutions would loosen their credit policy in order to confront competitions in the highly competitive market. With excessive cards issued, consumers’ credits are over expanded, and this development worsens the overall credit risk. In the past few years, the revolving balance grows 30% years on year, however the credit card write-offs is also in sharp deterioration along with the growth of revolving balance. In the year of 2005, the yearly write-offs even reached NT$ 48.27 billion, it’s NT$ 30.32 billion higher than the first half of year with 169% growth. Facing the problems of accelerating credit loss, excessive write-offs and sharp step up in provisioning, many credit card issuers are at the risk of severe financial problems. Without the economies of scale as well as the expertise on cardholder management and risk control, the medium and small credit card issuers are often in the deficit. The problem of credit card debt is just a preface to the financial turmoil. Under the severe and challenging situation, medium and small credit card issuers should deliberate to protect their financial structure and stockholders’ equity from the impact of their non-profitable credit card business. Experienced in credit card industry for more than 10 years, the researcher suggests a practical business model - Cards Agent Banking, based on a concept of strategic alliance, for medium and small credit card issuers to solve their long-term problem of deficit. This research analyzed the public statistic information of Financial Supervisory Committee to identify potential credit card issuers who should take “Cards Agent Banking” to solve their financial problems.
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Quinaz, Pedro Miguel Mateus Dias. "Prudential regulation in an artificial banking system." Master's thesis, 2015. http://hdl.handle.net/10071/11147.
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JEL Classifications: C63, G28This study constitutes an exploratory analysis of the economic role of banks under different prudential frameworks. It considers an agent-based computational model populated by consumers, firms, banks and a central bank whose out-of-equilibrium interactions replicate the conjunct dynamics of a banking system, a financial market and the real economy. A calibrated version of the model is shown to provide an intelligible account of several recurrent economic phenomena and is thus privileged ground for policy analysis. Our investigation provides a relevant methodological contribution to the field of banking research and sheds new light into the role of banks and bank prudential regulation. Specifically, our results suggest that banks are key economic agents. Through their financial intermediation activity, credit institutions facilitate investment and promote growth. Contrary to the conventional notions of micro-prudential regulation, macroeconomic performance is shown to improve in settings where banks display riskier profiles, especially when the economy is operating far from optimal levels. Resolution mechanisms are proved to be of the essence for healthy economic systems in so far as they cause the market exit of “zombie-banks” and limit the magnitude of losses borne by depositors due to bank defaults. Finally, no evidence is found to support the implementation of countercyclical capital buffers. These insights, while yielded by a framework whose exploratory nature does not yet befit the policy-making endeavor, should nonetheless deter regulators from imposing capital requirement hikes without a great deal of ex-ante ponderation.
O presente trabalho constitui uma análise exploratória do papel económico dos bancos sob diversos enquadramentos prudenciais. A investigação sustenta-se num modelo computacional baseado em agentes (consumidores, empresas, bancos e um banco central) cujas interacções fora-de-equilíbrio replicam as dinâmicas conjuntas de um sistema bancário, um mercado financeiro e a economia real. Uma versão calibrada do modelo oferece um relato inteligível de vários fenómenos económicos recorrentes, constituindo-se assim como uma plataforma privilegiada para a análise de opções regulamentares. O nosso estudo faculta uma contribuição metodológica relevante para o domínio da investigação bancária e lança nova luz sobre o papel dos bancos e do normativo prudencial. Especificamente, os resultados obtidos sugerem que os bancos são agentes económicos fundamentais, facilitando o investimento e promovendo o crescimento através da sua actividade de intermediação financeira. Ao contrário do postulado pelas noções convencionais da regulação microprudencial, as evidências encontradas sugerem que o desempenho macroeconómico melhora em conjunturas onde os bancos revelam perfis mais arriscados, especialmente quando a economia opera em níveis subóptimos. Os mecanismos de resolução provam também ser essenciais para a manutenção de um sistema económico saudável, instigando o encerramento de "zombie-banks" e limitando os prejuízos suportados por depositantes devido a insolvências bancárias. Finalmente, não se encontram evidências que sustentem a implementação de buffers de capital contracíclicos. Estas conclusões, apesar de baseadas numa metodologia cuja natureza exploratória ainda não se adequa ao processo de formulação de políticas prudenciais, devem, contudo, dissuadir os reguladores de elevar requisitos de capital sem a realização de exaustivas análises preemptivas.
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Li, Pao-Mei, and 李寶梅. "Research on Customized Innovation，Commercial Friendship and Agent Relationship Quality -A Case Study of Banking Financial Management." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/06574346223304382480.
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碩士國立高雄第一科技大學
行銷與流通管理研究所
99
The financial banking system in Taiwan has been over banking for quite a long time. Especially in recent years when domestic economy is not good enough, most of the local banks operating the traditional loan business are suffering from the huge loss of Non-Performing Loans (NPL). In contrast to foreign banks in Taiwan due to more emphasis on consumer banking they have less impact. Local banks decide to adjust the operating strategy by setting up VIP center in order to take advantages of operating consumer banking market and enhance the operating performance. In practice¸ relationship marketing has been deemed as the key source to obtain sustainable competitive advantages, and has been of great importance to the academic community. The commercial friendship between service providers and customers is also significant to the relationship marketing. In the past, the issue of friendship is limited to the social point of view, not addressed in the business exchange characteristics. As a result, it is difficult to conduct the related theory to the business field. The study of commercial friendship will help to compensate the shortage of the related research. The purpose of this study is to examine the relationships of domestic banking clients among the customized innovation, commercial friendship and agent relationship quality. The study was mainly conducted by questionnaires, of the 450 questionnaires sent out, 331 received and valid. The major findings are as follows: 1. Customized Innovation is significantly positive correlated to Commercial Friendship, It shows that the Customized Innovation will impact on Commercial Friendship in some degree. 2. Commercial Friendship is significantly positive correlated to Agent Relationship Quality. 3. Commercial Friendship is significantly positive correlated to Customer Satisfaction. 4. Commercial Friendship is significantly positive correlated to Customer Trust. The results reveal that improving the Commercial Friendship will have some contribution to the agent relationship quality : that is, improving satisfaction and trust. These findings also present the needs of actively building up the commercial friendship, developing customized innovation, and conducting the key attribute of each parameter. Finally, for further research the qualitative and longitudinal study are recommended.
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Huang, Chi-an, and 黃其安. "A Study of Customized Innovation in Service and Agent Relationship Quality - A Case Study of Banking Financial Management." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/72188265954310373621.
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碩士國立高雄第一科技大學
行銷與流通管理所
97
The system of banking in Taiwan has a problem which competes excessively for a long time. Especially in the last few years domestic prosperous is not good enough. Almost every local bank which makes the loan business traditionally has suffered huge loss of bad loan. With the pluralism of the financial services and goods, and for seeks other stable and non-risk profit origins. Financial management becomes the main battlefield that the banks drop into actively in recent years. In the face of lasting high competition pressure under same trade, and customer''s knowledge and experience in financial management field improve fast. The banks need to incessant weed through the old to bring forth the new in the product and service to meet the customer''s different needs, to attract and stabilize the new and old customers by this, and become to be the loyal customers of the bank finally. Facing the various customer''s demands, it is a kind of feasible strategy to adopt the method of customization. This research studies something by using customized innovation in financial management to understand the agent relationship quality between customer and the bank when the customer experienced the different customized innovation''s model in service, and further the agent relationship outcome. At the same time this research joins customer''s ( as the principal) the attribute of the accepting degree to innovation. It is made a moderating variable between the customized innovation in service and the agent relationship quality. About adopts which the model of customized innovations. This research adopts the theory of scholars Gilmore & Pine that was proposed in 1997. This theory used two attributes of 「represent way」 and「products / services」to construct the four different models of customized innovation . The above are that scholars had few mentioned in the past when they probed into the field of financial management. This research successful visited 302 consumers in Kaohsiung city district who been experienced the financial management of banking by the way of questionnaire survey. The result of statistical analysis reveals that the customized innovation in service presents a positive relation significantly to the agent relationship quality. The collaborative and transparent types also present a positive relation significantly, but the adaptive and cosmetic types present a relation insignificantly. The agent relationship quality presents a positive relation significantly to the agent relationship outcome. The intermediary effect of the agent relationship quality exists. The moderating effect of the principal''s attribute presents a reverse situation. Although this study is simply exploratory in nature, it should have some contributions for the research of customized innovation in service. Finally some of the implications of these findings and directions have been presented for future research.
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Lee, Hao-Chun, and 李浩鈞. "The Service Channel Innovation and Its’ Relationship with Agent Performance-An Empirical Study of Call Center in Banking Industry." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/r77cv6.
Full textAbstract:
碩士國立高雄第一科技大學
行銷與流通管理所
96
Channel is a business and an important lifeline of contact with customers, much like people in different country convey messages to each other through this channel telephone access to complete, due to increased access to services and innovative change in the current competition Environment is a growing emphasis, and this modern call center services and the emergence of access through its agency services for each other even more performance, statements are closely related. The proposed call center agent services, access, access to invoke the relevant service agents in theoretical innovation and research related to performance of "The Service Channel Innovative" through the call center services, "Acting Performance" impact on relations. In this study, through innovative research literature Damampour(1991) pointed out that the definition includes technical innovation of the change, Lin Lei, Wu Gui-Sheng(2003) also pointed out that the formal transfer and innovation through such means Bruene(2002) referred to the call center In order to quickly set up a customer services to facilitate customer access to information and the other a new kind access services, the agent bank within the unit to service customers, Jensen and Meckling(1976) mentioned agency relationship, and through Cleveland(1996) by The performance of call center, to explore this channel by agents of performance, the internal staff of the acceptance of the impact. By the staff of the banks to accept the services of agent performance innovation channel for research purposes: First, agents of conflict and the interests of the business relationship between the agent, agent and management problems and solutions to enhance the banking industry between the agents of the performance of various departments. Second, the future international competitiveness depends on the competitiveness, innovation in services will also maintain its competitive edge is the fundamental means of understanding the banking industry in the adoption of innovative services in the state of access roads, and customer acceptance and willingness to use the situation, to meet the agent of both entities access service models. Third, confirm and analysis by the staff of the understanding of the financial services industry access innovative call center agents from the impact of services, providing financial services to the targeted agent service performance, setting the appropriate mechanism to measure. Acting on the performance of the staffs and the organizational related to the impact of the survey methods to collect information in order to facilitate the sampling method, recovery of 300 copies of questionnaires and SPSS statistical analysis software to conduct analysis of statistical methods to separate samples t-test, one-variable number of heterosexual analysis, correlation analysis and multiple regression analysis. Through multiple regression analysis verified results: innovation in the service of the factors of access to "convey innovation", "Formal innovation", "technological innovation" and other three, to study the relationship between agent performance and found that innovation in the service channel " Transfer Innovation "," Formal innovation", with the performance of agents", "the staff performance " and " customer satisfaction ". There was a significant relationship; of course, hope that this final phone call on the industry have similar problems to be helpful, and the future a follow-up researchers thought to provide a direction to provide better quality service agent performance.
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Shen, Hua-Chien, and 沈華堅. "Under Insurance and Banking changing,the education and training of life insurance company''s agents." Thesis, 1997. http://ndltd.ncl.edu.tw/handle/84791114328701883168.
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Blignaut, Linda. "Personality as a predictor of performance for customer service centre agents in the banking industry." Diss., 2011. http://hdl.handle.net/10500/5736.
Full textAbstract:
This dissertation focused on identifying personality traits, as measured by the Occupational Personality Questionnaire 32 (OPQ32r) that may act as job performance predictors for customer service centre (CSC) agents in the banking industry. The purpose of this research was to determine whether there are relationships between certain personality traits of customer service centre agents and their job performance. Purposeful sampling was used to involve the entire agent base as participants (N=89). A quantitative empirical study was conducted in which the relationship between the independent variable (personality) and dependent variable (job performance) was investigated. Several personality traits that predicted job performance were identified. Identifying the personality characteristics of individuals who are successful in a CSC environment should aid organisations in creating a better/suitable fit between employees and the requirements of such an environment, thereby improving organisational outcomes. This research adds to current literature gaps in establishing the relationship between personality traits and performance in the context of a customer relations management call centre environment.Industrial and Organisational Psychology
M.Com. (Industrial and Organisational Psychology)
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Patel, Himalaya. "The persuasiveness of humanlike computer interfaces varies more through narrative characterization than through the uncanny valley." Thesis, 2015. http://hdl.handle.net/1805/7910.
Full textAbstract:
Indiana University-Purdue University Indianapolis (IUPUI)Just as physical appearance affects persuasion and compliance in human communication, it may also bias the processing of information from avatars, computer-animated characters, and other computer interfaces with faces. Although the most persuasive of these interfaces are often the most humanlike, they incur the greatest risk of falling into the uncanny valley, the loss of empathy associated with eerily human characters. The uncanny valley could delay the acceptance of humanlike interfaces in everyday roles. To determine the extent to which the uncanny valley affects persuasion, two experiments were conducted online with undergraduates from Indiana University. The first experiment (N = 426) presented an ethical dilemma followed by the advice of an authority figure. The authority was manipulated in three ways: depiction (recorded or animated), motion quality (smooth or jerky), and recommendation (disclose or refrain from disclosing sensitive information). Of these, only the recommendation changed opinion about the dilemma, even though the animated depiction was eerier than the human depiction. These results indicate that compliance with an authority persists even when using a realistic computer-animated double. The second experiment (N = 311) assigned one of two different dilemmas in professional ethics involving the fate of a humanlike character. In addition to the dilemma, there were three manipulations of the character’s human realism: depiction (animated human or humanoid robot), voice (recorded or synthesized), and motion quality (smooth or jerky). In one dilemma, decreasing depiction realism or increasing voice realism increased eeriness. In the other dilemma, increasing depiction realism decreased perceived competence. However, in both dilemmas realism had no significant effect on whether to punish the character. Instead, the willingness to punish was predicted in both dilemmas by narratively characterized trustworthiness. Together, the experiments demonstrate both direct and indirect effects of narratives on responses to humanlike interfaces. The effects of human realism are inconsistent across different interactions, and the effects of the uncanny valley may be suppressed through narrative characterization.
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Perlman, Leon Joseph. "Legal and regulatory aspects of mobile financial services." Thesis, 2012. http://hdl.handle.net/10500/13362.
Full textAbstract:
The thesis deals with the emergence of bank and non-bank entities that provide a range of unique
transaction-based payment services broadly called Mobile Financial Services (MFS) to unbanked,
underserved and underbanked persons via mobile phones.
Models of MFS from Mobile Network Operators (MNOs), banks, combinations of MNOs and banks, and
independent Mobile Financial Services Providers are covered. Provision by non-banks of ‘bank-type’
services via mobile phones has been termed ‘transformational banking’ versus the ‘additive banking’
services from banks. All involve the concept of ‘branchless banking’ whereby ‘cash-in/cash out’ services
are provided through ‘agents.’
Funds for MFS payments may available through a Stored Value Product (SVP), particularly through a
Stored Value Account SVP variant offered by MNOs where value is stored as a redeemable fiat- or mobile
‘airtime’-based Store of Value.
The competitive, legal, technical and regulatory nature of non-bank versus bank MFS models is discussed,
in particular the impact of banking, payments, money laundering, telecommunications, e-commerce and
consumer protection laws. Whether funding mechanisms for SVPs may amount to deposit-taking such that
entities could be engaged in the ‘business of banking’ is discussed. The continued use of ‘deposit’ as the
traditional trigger for the ‘business of banking’ is investigated, alongside whether transaction and paymentcentric
MFS rises to the ‘business of banking.’
An extensive evaluation of ‘money’ based on the Orthodox and Claim School economic theories is
undertaken in relation to SVPs used in MFS, their legal associations and import, and whether they may be
deemed ‘money’ in law.
Consumer protection for MFS and payments generally through current statute, contract, and payment law
and common law condictiones are found to be wanting. Possible regulatory arbitrage in relation to MFS in
South African law is discussed.
The legal and regulatory regimes in the European Union, Kenya and the United States of America are
compared with South Africa. The need for a coordinated payments-specific law that has consumer
protections, enables proportional risk-based licensing of new non-bank providers of MFS, and allows for a
regulator for retail payments is recommended. The use of trust companies and trust accounts is
recommended for protection of user funds.
| viPublic, Constitutional and International Law
LLD