Dissertations / Theses on the topic 'Banking channels'

The thesis deals with the optimization of retail banks' branch and Internet banking channels resulting from 1) the use of Porter's competitive strategy model which is suitable for the outside- in research approach adopted; 2) the potential for realizing improved efficiency and effectiveness; and 3) customers' requirements and satisfaction with products and services. Six research questions are posed: 1) Is M. Porter's competitive strategy appropriate for use among retail banks? 2) Is it correct that large banks are more cost efficient than are small- medium sized banks? 3) Are mass market retail bank customers generally satisfied with the products and services received? 4) Are there points of differentiation banks may use to remain competitive? 5) Does gender, age, place of residence, or occupation imply different banking requirements and satisfaction levels? 6) Are there customer segments in the marketplace with requirements not fulfilled by traditional retail banks? Banks are encouraged to balance inside-out and outside-in strategic approaches. Banks shall optimize learning, innovation and leadership capabilities as suggested by the Resource Based view to enhance customer experience and reduce inefficiency. Porter's competitive strategy has been extensively used in previous research and therefore here as a starting point for the research. The findings indicate that the differentiation options suggested by Porter are only partly suitable to banks. There are non-sustainable differentiation options which banks may focus on: lower prices; enhanced competences and interpersonal skills of the advisor; branch logistics; and Internet banking features. Large banks are not more cost efficient than are medium sized banks. This is because scale and scope inefficiencies in banking are small and the inability of management to facilitate progress and execute on operational obligations explains almost all the combined 20% X-inefficiency. The analysis results in four customer segments with different requirements particularly for channels. Customers are overall satisfied with products and services. There are significant differences between male and female customers' requirements and satisfaction. The primary data collection was undertaken prior to the financial crisis. A post-crisis investigation is likely to modify importance and satisfaction levels and emphasize the significance of banks offering sufficient lending facilities.

Customers adoption of Internet banking has become a widely-researched topic, although it is fair to state that some research gaps still exist. This research aims to fill some of the research gaps by examining the factors that determine the relevant behaviour of three different categories of Internet banking customers in China (i.e. current users, non-users, and discontinued users), and by developing two conceptual models that are derived from different, but complementary, theoretical approaches. The Decision Making Model and the Service and Relationship Evaluation Model are developed in this research. The Decision Making Model is grounded in the technology acceptance model (TAM) and it incorporates an additional construct of perceived value of using Internet banking. Additionally, the Service and Relationship Evaluation Model is derived from the service quality evaluation and relationship quality evaluation literature. Unlike in most other Internet banking adoption studies, these two conceptual models are used complementarily to deliver a comprehensive understanding of customers Internet banking adoption in China. The models are tested using a sample of 614 Chinese Internet banking customers collected via mall-intercept personal interviews based on questionnaires. Partial Least Square (PLS) path modelling and mediation analysis are applied to test the hypotheses advanced in the two models. The key findings of this research show that perceived value is a major factor for explaining customers Internet banking adoption, thus indicating to the banks that they should reduce costs associated with using Internet banking while providing more (perceived) benefits to customers; the importance of incorporating perceived value in Internet banking adoption model(s) is also demonstrated. The findings also confirm that perceived usefulness and perceived ease of use are important factors that determine the adoption of Internet banking by all categories of customers. Current users and non-users perceptions of their behavioural control over using Internet banking contribute to their adoption of Internet banking, and such control perceptions are shaped by self-efficacy, perceived government support and technological support. Additionally, it is demonstrated that both current users and discontinued users perceived value and perceived service quality of Internet banking have positive associations with their satisfaction with Internet banking, which lead to their Internet banking adoption. Moreover, the findings reveal that current users are more likely to continue with Internet banking if they are affectively committed to their banks; they are less likely to continue with Internet banking if they are calculatively committed to their banks due to the costs associated with leaving the banks. These therefore indicate the importance of establishing high-quality customer-bank relationships and placing less strict switching cost barriers that impose less pressure on their existing customers. This research contributes to the Internet banking adoption literature by (i) identifying the important category of Internet banking discontinued users, apart from current users and non-users; and (ii) using two complementary conceptual models, which are grounded in different theoretical streams, to investigate the relevant adoption behaviour of all three categories of Internet banking customers. It hence delivers a comprehensive understanding of personal customers adoption of Internet banking in China.

Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2009
The objective of this research project was to provide an answer to the question: 'Which access channel is the most appropriate for mobile applications?' This question is posed by providers of mobile banking services and providers of mobile banking applications alike.

The increase in number of banks entering the South African banking sector has caused the big four banks to lose their market share to the new entrants. As a result, the new entrants in this sector have also had negative effects on the existing banks’ sales growth and net profits. Business banking, in particular, has been one of the departments which has become competitive as it is considered to generate the most revenue from all the different bank departments. Business clients have been targeted as their fees are high compared to normal individual clients and also, their investment sizes are big compared to individuals, hence the increased interest in this section. This then prompts the question, what are the factors influencing sales growth in business banking? This question then brings one to the following sub-problems: Is the pricing offered by the various banks to their business bank customers competitive enough to retain them?; How competent and knowledgeable is the staff dealing with business bank customers in ensuring good relationships with business banking clients?; is the technology used by the banks advanced enough to address the banking requirements of business banking customers? Are business banking customers loyal to their respective banks to ensure repetitive sales? In dealing with the above, the author undertook a research study to determine whether factors such as competitive pricing, competent staff, advanced technology and customer loyalty influence sales growth in business banking in Buffalo City Municipality “BCM”. The sample of 90 business banking customers who were given questionnaires to test the above were from a population of business banking customers in BCM. The author underwent a theoretical and an empirical investigation using the survey method through questionnaires. These questionnaires were distributed to the various financing institutions dealing with business banking clients. The findings of the empirical study suggest that through the use of the hypothesis test, it was concluded that of the four factors, advanced technology and customer loyalty influence sales growth in business banking in BCM. While pricing and competent staff do not influence sales revenue growth.

If you do not own the latest technology today it is thought that you are left behind in this technology driven age. More businesses use Self- Service channels to accommodate the increasing demands of customers. It has been said that the use of self-service channels can reduce input costs, increase efficiency and improve customer service. Unfortunately, many customers are left unsatisfied because retail banks are moving away from the human interaction when visiting a branch or advise customers to use their self-service channels, sometimes without any assistance. This causes customers to move banks, complain and in so doing reduce profits and customer relationships with their banks.This research’s main objective was to determine the impact of customer relationship management on retail banks that make use of self-service channels. A theoretical overview of self-service channels and customer relationship management was given. Advantages and disadvantages of each option were explored. The researcher wanted to explore the relation between customers using self-service channels and the assistance and protection provided by retail banks. The customer experience questionnaire used in this research asked retail banking customers from the South African population to determine how customers perceive and experience their banks’ self-service channels and customer service. Many questions relating to their needs and wants with regards to banking have been explored. The results show that most customers are satisfied with their banks in general but do feel that the banks can improve their customer service and assistance with regards to using self-service channels like ATM’s, online and telephone banking and E-Wallet. It has concluded that most customers choose their banks based on advertisements and other media, not customer service, product range or word-of-mouth. The general perception is that customers say that their bank charges do justify the customer service received.

A tese tem como propósito conectar os objetivos de eficiência da indústria bancária, resiliência financeira e estabilidade macroeconômica em um arcabouço integrado e multidimensional, para entender como as fricções financeiras geram trade-offs e como políticas de intervenção do Estado, baseadas em cada uma das dimensões, interagem com os demais conceitos. É desenvolvido um modelo DSGE de escala média que descreve explicitamente o setor bancário e inclui fricções no escopo da firma e da indústria bancária em adição às rigidezes tradicionais dessa classe de modelos. Os objetivos são interpretados a partir de relações endógenas do modelo. Exercícios de comparação de estado estacionário e simulação dinâmica estocástica de ajustamento a choque contracionista de política monetária são utilizados para entender a interação conceitual. Os resultados mostram que as fricções financeiras implicam pass-through imperfeito da política monetária porque o ajustamento dentro da estrutura do passivo bancário é diferente, implicando novas condições de resiliência financeira e induzindo ganhos de eficiência tecnológica. As intervenções do Estado analisadas são as barreiras à entrada, os recolhimentos compulsórios de reservas e os requerimentos de capital. Cada política baseada em um conceito específico de intervenção modifica de maneira particular o comportamento ótimo dos bancos, com efeitos sobre os conceitos adjacentes. As consequências da pesquisa estão relacionadas à formatação de políticas coordenadas e eficazes de intervenção e indicam uma nova fronteira de estudo de políticas ótimas no escopo da Economia Bancária.
The purpose of this dissertation is to connect three banking-related concepts which are banking efficiency, financial resilience, and macroeconomic stability in a single integrated framework. It tries to understand how financial frictions settle trade-offs, whose nature and importance are investigated, and how institutional single-concept-based policies could generate untoward effects. A canonical medium-scale DSGE model is constructed featuring several banking frictions in addition to traditional real and nominal rigidities embodied in macro-models. Concepts are measured and interpreted in terms of endogenous metrics. Steady state comparisons and dynamic simulations for tighten monetary policy are performed. Results show that the concepts considered have very interesting linkages in the banking sector. Financial frictions induce an imperfect pass-through of monetary policy weather adjustments of deposits and bank capital are quite different. Changings in bank allocations and prices lead to new financial resilience conditions and efficiency gains. Institutional interventions such as barriers to entry, compulsory deposit rules and capital requirements, could impose very particular changes in bank\'s choices whose effects would spill over all the concepts. Findings lead to important issues for policy makers regarding the effectiveness and absent coordination of interventions for banking sector. Furthermore, results address a new research area of optimal policy in a multidimensional perspective.

Purpose – The growing importance of use of Internet banking as another service delivery channel by banks to their customers lead to a number of supposition and deductions been made on the value creation of Internet banking and its extent of use. In the light of this, a profound and comprehensive study was conducted with the aim to first, determine the extent of use of Internet banking in Sweden, second, to validate the conjecture and the anecdote inferences that Internet banking provides values to both the bank and its customers.

Design/Methodology/approach - To test the validity of the conjecture and the anecdote inferences made over the years, the author use data collected in two folds. One set was collected from financial institution “the big four banks” and the other set from 60 bank customers out of the 90 questionnaires administered.

Findings - The results provide first, evidence of the high rate of adoption of Internet banking in Sweden, second, the values the banks and its customers have enjoyed since the advent of Internet banking.

Research limitations/implications - Although this exploratory study approach may have validated the proposed model, further research into other cities is required to generalize these findings as this study has the limitation of using only Stockholm and the number of respondents used.

Originality/value - The findings contribute and support several other studies that pointed to the fact that use of Internet banking channel of delivery is on the increase, and its value creation far exceed all other service delivery channels; provide critical implications for managers of financial institutions, Internet service providing firms, government and highlight directions for future research.

Keywords Internet banking, Online banking, Service delivery channels, Technology-based, Enabled-service, Product-service Continuum

The use of social media in the retail banking environment has changed the way the banking industry communicates with customers, creates sales and performs marketing and operational tasks. Social media strategies need to be aligned to business goals and effectively used to integrate social media as part of the overall marketing strategy. Only by understanding brand loyalty, multi-channel systems and social media channels can marketers effectively implement social media. In measuring brand loyalty, factors that influence customer buying behaviour and components that influence online interaction are essential in engaging different groups of customers in social media. This research study aimed to examine the use of social media within the South African retail banking environment with a focus on creating and maintaining brand loyalty. An exploratory, mixed method research design was employed. Data collection instruments used in the study includes online surveys, structured interviews, and focus groups. Participants consisted of marketing personnel and customers. Three lead/head social media marketing personnel participated in the interview process, 14 marketing personnel took the online survey and 4 participated in a focus group. Participants for the online survey also consisted of 40 customers who were connected through the internet and performed various online banking activities. Data was analysed both quantitatively and qualitatively. Data from the online surveys completed by customers was analysed quantitatively using descriptive analysis, structural equation modelling (SEM) and factor analysis which was performed on the brand loyalty variables and the brand loyalty measures. Content analysis was used to qualitatively analyse data from the structured interviews. Data from the online surveys completed by marketing personnel was analysed quantitatively and qualitatively. Findings indicated that social media forms an integral part of the marketing strategy that needs be aligned with the core business goals. Banks therefore need to focus on creating campaigns that are fun, exciting and appealing to the target market. A culture of innovation and new ideas is essential to grow the product/service. Building brand trust and creating customer satisfaction forms the core of creating brand loyalty on social media. Banks need to be aware of factors that influence customer brand loyalty and components that influence loyalty on social media in order to measure things that matter through analytical tools so that an actionable strategy can be put in place and implemented.

This thesis focuses on monetary policy transmission and particularly seeks to examine the impact of credit and exchange rate channels of monetary policy transmission in the South African economy. South Africa's monetary policy has gone through several changes over the past thirty years. In this respect, there is a need for robust empirical evidence on the effects of these channels on inflation and output. The thesis employs a structural vector autoregressive (SVAR) model to identify monetary transmission in South Africa for the period 1994:q4 - 2008:q2. The form of the SVAR used in this thesis is based on the fact that South Africa is a small open economy, which means that external shocks are an important driver of domestic activity. The impulse responses and variance decomposition results show that the repo rate, credit and exchange rate play a role in terms of their impact on inflation and output. The dynamic responses to the identified monetary policy shock are consistent with standard theory and highlight the importance of the interest rate channel. A shock to the interest rate, increasing it by one standard deviation, results in a persistent fall in credit. The response of output is immediate as it falls and bottoms out within the second year. Inflation shows a lagged response, it is positive within the first year as the exchange rate depreciates but in subsequent quarters inflation responds negatively as expected. Inflation falls and reaches a minimum by approximately eight quarters then moves towards baseline. The exchange rate shows delayed appreciation. The shock to the repo interest rate leads to an immediate depreciation of the exchange rate in the first two quarters as output declines, followed by an appreciation in the third and sixth quarter. Due to larger error bounds the impact of the repo rate on the exchange rate could be less effective within the first two years. The impulse responses suggest that monetary policy plays an effective role in stabilising the economy in response to a credit shock, notwithstanding large standard error bounds. Hence, the monetary authority reacts by increasing the repo rate as a result of inflation. The impact of credit on output is positive but is offset to some extent by the rising repo rate. In response to the rand appreciation, the monetary authority reduces the repo rate significantly during the first year with the maximum impact in the second year and then returns to baseline thereafter. Therefore the monetary authority reduces the repo rate, probably to stabilise falling inflation. The result shows that inflation falls as a result of the rand appreciation. A shock to the exchange rate causes a rise in output, though small in magnitude, which is persistent but reaches baseline at the end of the period. This result could reflect the effects of the resultant fall in the repo rate and a persistent rise in credit over the whole period, which tends to increase output. The exchange rate shows an obvious and stronger immediate impact on inflation compared to credit impact on inflation. However, the credit shock has an obvious and stronger impact on output compared to an exchange rate impact on output. However, the large standard error bounds may imply that credit and exchange rate channels are not as effective in the short run. It is important to note that the results are based on the SVAR model estimated with percentage growth rate of the variables. The variance decomposition result is in line with the impulse responses and shows that the exchange rate and credit channels could be important transmission channels in South Africa over the chosen sample period. The exchange rate and credit shocks show a stronger effect on inflation than on output, looking at both the impulse responses and variance decomposition results. The reaction of the repo interest rate to the credit and exchange rate shocks comes out as expected. The repo rate increases as a result of an increase in the credit and falls as a result of the currency appreciation.

Ample evidence from the literature suggests that in recent years, banks have been heavily investing in customer relationship management (CRM) systems. The reasons for this are traced to banks' emergent need to gain and sustain competitive advantage through greater knowledge of their customers. In turn, this increased knowledge is likely to also lead to increased: a) customer base, b) customer satisfaction, c) customer retention and, d) customer loyalty. The literature suggests that there is a knowledge gap, which relates to the reasons for CRM systems in adoption and usage as service delivery channels, as well as its effects on banks' customers. This is particularly the case with regards to the banks' customers' buying behaviour and is stemming from the fact that bank customers display some unique buying patterns. Based on the above, the aim of this study is to find out whether or not there is a potential influence of newly implemented CRM systems on consumer buying behaviour in the context of the Nigerian banking industry and also to assess the extent and nature of this influence (if any).

Mestrado em Ciências Empresariais
Quer no mundo académico, quer na realidade empresarial, cada vez mais se ouve falar em CRM (Customer Relationship Management). O termo, por muitos discutido e sujeito a inúmeras definições, pode ser abordado sob diferentes perspectivas. Independentemente disso, compreender como se desenrola na prática, qual o efeito que poderá ter no funcionamento da empresa, na sua relação com os clientes, e como permite optimizar uma campanha, poderá ser importante para os gestores que queiram implementar tal projecto e estejam reticentes em fazê-lo. Esse foi o objectivo do estágio realizado e deste relatório. Consumado no Banco Santander Totta, que faz parte de um grupo de dimensão internacional, considerado uma das maiores instituições financeiras do mundo, o estágio traduziu-se no levantamento de todo o processo de execução de campanhas de CRM e na definição e identificação de optimizações ao nível deste processo. Foram identificados modelos de propensão para geração de populações alvo para campanhas, analisadas as regras de contacto e de prioritização das diferentes acções comerciais, mediu-se o sucesso de algumas campanhas, e foram examinados os vários canais e estratégias de contacto, nomeadamente ao nível da adequação das ofertas ao cliente e ao canal utilizado. Deste modo, foi possível perceber in loco a aplicação real do CRM e o seu impacto positivo transversal a toda a organização, que permite melhorar uma série de factores importantes no processo de criação de valor para o cliente e para a empresa, potenciando os níveis de eficiência, eficácia e rentabilidade global.
Whether in the academic world or in corporate reality, one keeps hearing more and more about CRM (Customer Relationship Management). Prone to many discussion and several definitions, the term can be approached in many perspectives. Despite that, knowing how to put it into practice, what effect it may have in a company's business and in it's relationship with customers, and knowing how it promotes the enhancement of an advertising campaign, can be very important for executives who are reticent about implementing such a project. That is the objective of this traineeship and the report's purpose. The traineeship took place at Santander Totta Bank, which is incorporated in an international group, considered one of the biggest financial institutions in the world. One can summarize it as the CRM campaign execution survey and the definition and identification of enhancements throughout the whole process. The activities consisted of identifying propensity models to generate targets for the campaigns, analysing contact and prioritization rules for the commercial actions, measuring campaign success and examining channels and contact strategies, like the offer assignment to customers and channels. The outcome is an understanding of the real application of CRM and its transversal and positive impact to the organization, which allows the improvement of a series of important issues in the process of customer and company value creation, enhancing efficiency and effectiveness levels, as well as global lucrativeness.

The master’s thesis deals with the acquisition of mBank customers through alternative distribution channels and their subsequent analysis. The work consists of the preparation and execution of marketing actions in order to expand portfolio of clients with business accounts. The last part of the work is dedicated to proposal of customer relationship management system, through which could lead to deepening relationships with customers.

Thesis (S.M.M.O.T.)--Massachusetts Institute of Technology, Sloan School of Management, Management of Technology Program, 2004.
Includes bibliographical references (leaves 112-115).
Banking channel management has become a crucial component in the drive for improved efficiency. Since the channel is the interlocutor between customers and products, banks are leveraging their knowledge of channels to efficiently address perfect product portfolio through the most cost-effective and profitable channel. This thesis describes some ideas currently influencing banking channel management strategy and how banks can manage and take advantage of these factors through focusing on efficiency, customer segmentation and channel interaction versus cost structure. It first provides a global perspective of the banking industry through a survey of four regions and countries, and then reviews current trends and strategies applied by banks and consulting firms. On this foundation, it makes recommendations as to how the industry can best adapt to changes in banking channel management in order to remain competitive and efficient.
by Renato Teixeira Catalan.
S.M.M.O.T.

Banking through insufficiently coordinated and non-integrated channels (Multi-Channel) is slowly being discarded. With Omni-Channel banking, where channels are integrated and data and information are shared across cross channels, customers are in control of the channels they wish to use. Factors influencing the organisational decision to transition from Multi-Channel to Omni-Channel hasn't been fully explored. Is this decision responding to internal factors like efficiency improvements, or is it driven by external factors like customer demands, trying to enhance customer experience, gaining competitive advantage over the competitors, expanding the business by introducing new business models, or trying to gain access to smart technologies for financial benefit? This dissertation presents research findings into the investigation of factors that influence the organisational decision to transition from Multi-Channel to Omni-Channel banking. A positivist case study with inductive reasoning was adopted. Qualitative data was collected from a single organisation through interviews together with observations of the strategy documents between January 2019 and April 2019. An initial conceptual model was derived from the literature review to guide data collection, after which thematic analysis was used to analyse the data and develop an emergent theory. The key findings from the research study are that a customer centric approach informs the decision to transition. The customer is at the centre of the omni-channel strategy: that is through an enhanced customer experience or timeously responding to customer demands. Other factors are either enabling this strategy, like technological innovations, and efficiency improvements or are the outcome of the strategy like customer satisfaction, revenue or cost optimisation, and competitive advantage. The key implications are that organisations must pay more attention to the customer journey and ensure that they advance in the Customer Experience Capability Maturity Model. Most successful business transitions to the Omni-Channel strategy require a transformation in organizational culture, operations and processes, and the underlying technologies.

For three decades research has been conducted about the adoption of new channels and technologies within banking, examining the determinants for why people adopt a new channel or not. According to Mckinney [16], most bank customers prefer to perform as many of their transactions through one single channel and they only go to another channel when the preferred one fails. Meanwhile, a study by Google [14] showed that 46% of the users that conduct  financial tasks switch device before completing the task. The contradictory data leaves the community with questions about how the users view and use different banking channels. This paper aims to provide a better understanding of user behaviour across channels in the banking sector. It identifies if, and which of, the omni-channel principles (seamless interaction, optimization and consistency) are relevant in the Swedish banking context.  A study took place over a three week period in Stockholm, based on a qualitative approach (interviews) and delimited to simple everyday banking tasks and to mobile and desktop channels. Results from the study show that users had a low need to switch between channels for the same task. Main reasons for choosing one device over the other were screen size, keyboard size, portability and availability which are physical characteristics that cannot change with omni-channel principles. The results suggest that a more unified user interface design based on the omni-channel approach lacks relevance for the simple everyday banking tasks, as users will probably not switch between devices even if the approach is applied. It also suggests that taking advantage of the strengths of each device is a good principle to follow when designing for cross-device systems like digital banking.
De senaste tre årtiondena har mycket forskning utförts kring adoption av nya kanaler och teknik inom banksektorn. Man har tittat på avgörande faktorer till varför människor börjar använda sig av en ny kanal eller inte, men ofta undgått att titta på hur de använder sig av flera olika kanaler i kombination. Enligt en studie av Mckinney så vill bankkunder utföra så många av deras bankärenden genom en föredragen kanal och rör sig bara till en annan kanal när ärendet inte går att utföra i den föredragna kanalen. Samtidigt visar en studie av Google att 46% av användarna byter kanal för att slutföra sitt ärende vilket av många tolkats som att användare vill byta kanal och använda sig av flera. Dessa motsättande slutsatser gör att det fortfarande finns frågetecken kring hur och varför bankkunder använder sig av olika digitala bankkanaler. Denna studie har som mål att bidra med insikter kring användarbeteenden över flera kanaler i banksektorn. Den identifierar också om och hur omni-channel principerna (“seamless interaction”, “optimization” och “consistency”) är relevanta att ta i beaktning för banker i Sverige. En treveckors studie genomfördes i Stockholm, baserad på en kvalitativ metod (intervjuer) och begränsad till enkla vardagliga bankärenden och till kanalerna mobil och dator. Resultaten visar att användare har ett lågt behov av byta mellan kanaler för att utföra samma uppgift. De mest framstående anledningarna för att använda sig av en viss plattform var kopplade till skillnader i fysiska egenskaper som skärmstorlek, tangentbordsstorlek, bärbarhet och tillgänglighet - egenskaper som inte kan ändras med omni-channel principer. Resultaten föreslår att ett mer enhetligt användargränssnitt mellan plattformarna baserad på omni-channel principerna saknar relevans för de enkla vardagliga bankärendena, eftersom användarna inte kommer se värdet av att växla kanal trots de applicerade principerna. Studien föreslår också att man bör utnyttja plattformarnas styrkor när man designar för system som sträcker sig över multipla kanaler.

The telephone-banking channel, delivered through call centres, has become an integral part of the distribution mix of retail financial institutions. To get the greatest competitive advantage from this channel, the strategic orientation, structural and behavioural aspects of the call centre must be aligned with its operational-service and sales-performance objectives. Unfortunately, while considerable managerial effort is expended developing call centres, often their performance results remain uncertain or uncommunicated. There are indications also that financial institutions should not underestimate active market orientation benefits; innovative, strategic-thinking and progressive structures; flexible, empathic leadership, and, valuing supportive human resource strategies. Our survey of Australian deposit-taking institutions investigates the extent to which strategic and behavioural aspects are aligned with its operational-service and sales-performance objectives. Specifically, managerial approaches to IT development, competitive positioning, leadership delegation, market research attitudes and product orientation were considered. Approaches to trust, conflict, morale and reward, and, key performance indicator (KPI) choices were sought also. Results show sales performance is positively related to more externally focussed strategic orientations. Reinforcing the importance of innovative human resource practices, performance is also related positively to psychosocial climate in general and employee reward and morale, in particular. This extension of management theory urges financial service leaders to actively contemplate one of its most important resources, people. Further, the survey itself indicated that while the majority of institutions continue to use operationally based key performance indicators, such as minimum call duration, the ability of the call centre to generate sales revenue is also being recognised. In summary, given the size and potential of the telephone-banking channel, this research encourages further, urgent exploration of strategic relationships among the channel, its market, performance measures and comprehensive people-centred HR strategies aimed at developing high employee trust, and satisfaction.

Thesis (PhD)--Stellenbosch University, 2013.
ENGLISH ABSTRACT: The convergence of the Internet, wireless technologies, and mobile devices has led to the development of a new paradigm of transacting, namely, mobile commerce. Because banking activities are easily digitised and automated, banks have seized the mobile transacting opportunity and have developed cellphone banking applications that allow more flexibility for bank clients than internet banking in terms of anywhere, anytime banking. For banks, considering the benefits associated with multi-channel customers, the ideal situation would be that bank clients using internet banking also adopt and continue to use cellphone banking in the future. Therefore, to assist marketing managers with the development of marketing strategies to enhance the concurrent use of internet and cellphone banking, this study investigates the influence of internet banking cognitive evaluations on the perceived usefulness and the perceived ease of use of cellphone banking in the formation of the intention to use and the continuance of use intention of cellphone banking. A literature review revealed that two consumer behaviour theories can guide crosschannel cognitive evaluations between the internet banking and cellphone banking channel namely, expectation-transfer theory and status quo bias theory. In the context of this study, expectation-transfer theory can explain cross-channel evaluative synergies from the internet banking channel to the cellphone banking channel, as well as dissynergies; whilst status quo bias underpins only evaluative dissynergies. These theories point to internet banking beliefs that could influence the perceived ease of use and perceived usefulness of cellphone banking. Based on the literature review, a conceptual model was developed of the formation of intention to use and the continuance of use intention of cellphone banking in an internet banking context. To assess the validity of the model empirically, data were collected from 678 users of only internet banking and 491 users of both internet and cellphone banking. The data collected in the empirical phase of the study were analysed using the structural equations modelling (SEM) software program AMOS 20.0. The results revealed that the perceived convenience and time saving of internet banking positively influence the perceived usefulness of cellphone banking for the users of both internet and cellphone banking. On the other hand, only the perceived convenience of internet banking influenced the cellphone banking usefulness perceptions of the users of only internet banking. Furthermore, internet banking trust and risk perceptions only influenced the cellphone banking usefulness perceptions of the users of only internet banking. Expectation-transfer in both cohorts was also confirmed between the ease of use perceptions of internet banking and the perceived ease of use of cellphone banking. The results also confirmed that internet banking facilitating conditions negatively influence the perceived usefulness of cellphone banking (evidence of status quo bias). The theoretical contribution of the study is apparent at three different levels. Firstly, the conceptual model of cross-channel cognitive evaluations extends the Technology Acceptance Model (TAM) with beliefs of a related technology as the determinants of perceived usefulness and perceived ease of use. Secondly, the study provides more insights into how cross-channel cognitive evaluations influence the formation of intention to use and the continuance of use intention of cellphone banking. And lastly, the study identifies additional sources of expectation-transfer and status-quo bias in the multichannel marketing context. The study provides valuable insights into internet – cellphone banking multi-channel consumer behaviour that should be considered by managers in the development of cellphone banking marketing strategies. To facilitate the conversion from internet banking to the concurrent usage of internet and cellphone banking, managers of cellphone banking services must ensure that the internet banking service is reliable and risk free. Equally important, cellphone banking must be marketed as a complementary channel to internet banking. In other words, the usefulness of cellphone banking must be emphasised in situations when the bank client is not near a computer to do internet banking or when he/she does not have the time or money to use a computer for internet banking. And lastly, to enhance the adoption of cellphone banking marketing communications must emphasise the similarities between internet and cellphone banking so that expectation-transfer between the two channels can influence behavioural intentions to adopt cellphone banking. Based on the results of the study, several recommendations can be made to enhance the continuance of use of cellphone banking. Firstly, marketing communications must remind the concurrent users of internet and cellphone banking of why they are using cellphone banking. The most important reason to remind them of is the usefulness of cellphone banking in situations where there is a lack of internet banking facilitating conditions. Marketing managers should also take note that cellphone banking users do not draw on internet banking trust and risk perceptions to form perceptions of the usefulness of cellphone banking. It may be that they only consider trust and risk perceptions directly related to cellphone banking. This conclusion emphasises the importance of cellphone banking trust and risk perceptions in cellphone banking continuance of use behaviour. Finally, the study quantified the influence of internet banking cognitive evaluations on the formation of intention to use and the continuance of use intention of cellphone banking. Considering this result, the study provides valuable information for marketing managers of cellphone services. The methodology employed can also guide future studies exploring cross-channel evaluations in a multi-channel marketing context.
AFRIKAANSE OPSOMMING: Die sameloop van maklike toegang tot die Internet, die ontwikkeling van draadlose tegnologieë en die beskikbaarheid van mobiele toestelle het gelei tot ʼn nuwe transaksieparadigma, naamlik mobiele handel. Aangesien bankaktiwiteite maklik digitiseer en outomatiseer, het banke die mobiele verrigtingsgeleentheid aangegryp en selfoonbankaanwendings ontwikkel wat vir bankkliënte meer buigsaamheid as internetbankdienste inhou wat ‘enige plek, enige tyd’ bankwese betref. Gegewe die voordele van multikanaal gebruik, is die ideaal vir banke dat kliënte wat internetbankdienste gebruik, ook selfoonbankdienste aanvaar en in die toekoms bly gebruik. Met die oog daarop om bemarkingsbestuurders by te staan in die ontwikkeling van bemarkingstrategieë om die gelyktydige gebruik van internet- en selfoonbankdienste te bevorder, ondersoek hierdie studie die invloed van kognitiewe evaluerings oor internetbankwese op die waargenome nuttigheid en waargenome maklike gebruik van selfoonbankdienste in die vorming van die gebruiksvoorneme en voortgesette gebruiksvoorneme ten opsigte van selfoonbankdienste. ʼn Literatuuroorsig het getoon dat twee verbruikersgedragsteorieë kruiskanaal kognitiewe evaluerings tussen die internetbankkanaal en selfoonbankkanaal kan voorlig, naamlik, Verwagtingsoordragteorie (“Expectation-transfer Theory”) en Status Quo Vooroordeel Teorie (“Status Quo Bias Theory”). In die konteks van hierdie studie kan Verwagtingsoordragteorie kruiskanaalevalueringsinergieë en dissinergieë van die internetbankkanaal na die selfoonbankkanaal toe verduidelik, terwyl Status Quo Vooroordeel Teorie slegs evaluerende dissinergieë stut. Hierdie teorieë belig internetbankoortuigings wat die waargenome nuttigheid en waargenome maklike gebruik van selfoonbankdienste kan beïnvloed. ʼn Konseptuele model van die vorming van die gebruiksvoorneme en voortgesette gebruiksvoorneme van selfoonbankdienste in ʼn internetbankkonteks is op grond van die literatuuroorsig ontwikkel. Met die oog daarop om die geldigheid van die model empiries te bepaal, is data van 678 gebruikers van slegs internet bankdienste en 491 gebruikers van internet sowel as selfoonbankdienste ingesamel. Die data wat tydens die empiriese fase van die studie ingesamel is, is met behulp van die strukturele vergelykingsmodelleringsagtewareprogram (“structural equations modelling” (SEM)) AMOS 20.0 analiseer. Volgens die resultate het die waargenome gerieflikheid en tydbesparing van internetbankwese die waargenome nuttigheid van selfoonbankdienste positief beïnvloed by gebruikers van beide internet en selfoonbankdienste. Hierteenoor het slegs die waargenome gerieflikheid van internetbankdienste die selfoonbankdiensnuttigheidswaarnemings van gebruikers van slegs internetbankdienste beïnvloed. Verder het internetbankdiensvertroue en risikowaarnemings slegs die selfoonbankdiensnuttigheid van die gebruikers van slegs internetbankdienste beïnvloed. Verwagtingsoordrag in beide kohorte is ook bevestig tussen die maklike gebruik persepsies van internetbankdienste en die waargenome maklike gebruik van selfoonbankdienste. Die resultate bevestig ook dat internetbankfasiliteringsomstandighede die waargenome nuttigheid van selfoonbankdienste negatief beïnvloed (manifestering van status quo vooroordeel). Die teoretiese bydrae van die studie blyk op drie vlakke. Eerstens brei die konseptuele model van kruiskanaal kognitiewe evaluerings die Tegnologie Aanvaardingsmodel (“Technology Acceptance Model” (TAM)) uit ten opsigte van oortuigings oor ʼn verwante tegnologie as die bepalers van waargenome nuttigheid en waargenome maklike gebruik. Die studie bied tweedens ook insigte in hoe kruiskanaal kognitiewe evaluerings die vorming van gebruiksvoorneme en voortgesette gebruiksvoorneme van selfoonbankdienste beïnvloed. Die studie identifiseer laastens ook addisionele verwagtingsoordrag- en status quo vooroordeel bronne in die multikanaalbemarkingskonteks. Die studie bied waardevolle insig oor internet – selfoonbankmultikanaal-verbruikersgedrag wat bestuurders in die ontwikkeling van selfoonbank-diensbemarkingstrategieë moet oorweeg. Om die oorskakeling van internetbankdienste na die gelyktydige gebruik van internet en selfoonbankdienste te fasiliteer, moet bestuurders van selfoonbankdienste verseker dat internetbankdienste betroubaar en risikovry is. Wat net so belangrik is, is dat selfoonbankwese as ʼn komplementêre kanaal tot internet bankwese bemark moet word. Die nuttigheid van selfoonbankwese moet, met ander woorde, beklemtoon word in situasies waar die kliënt nie naby ʼn rekenaar is vir internetbankgebruik nie of wanneer hy/sy nie die geld of tyd het om ʼn rekenaar vir internetbankdienste te gebruik nie. Laastens, om die aanvaarding van selfoonbankwese te versterk, moet bemarkingskommunikasiemateriaal die ooreenkomste tussen internet en selfoonbankwese op so ʼn wyse beklemtoon dat verwagtingsoordrag tussen die twee kanale gedragsvoornemens om selfoonbankdienste te aanvaar, beïnvloed. Verskeie aanbevelings spruit voort uit die resultate oor hoe die voortgesette gebruik van selfoonbankdienste verhoog kan word. Eerstens moet bemarkingskommunikasieboodskappe die gelyktydige gebruikers van internet en selfoonbankwese herinner waarom hulle selfoonbankdienste gebruik. Die belangrikste rede in hierdie verband is die nuttigheid van selfoonbankwese in situasies waar internetbankfasiliteringsomstandighede afwesig is. Bemarkingsbestuurders moet ook in ag neem dat selfoonbankgebruikers nie op internetbankvertroue en risikowaarnemings steun om persepsies oor die nuttigheid van selfoonbankwese te vorm nie. Hulle oorweeg waarskynlik net vertroue en risikopersepsies wat direk met selfoonbankdienste verband hou. Hierdie gevolgtrekking beklemtoon die belangrikheid van vertroue in selfoonbankdienste en riskowaarnemings in voortgesette selfoonbankgebruikgedrag. Laastens, die studie kwantifiseer die invloed van kognitiewe evaluering oor internetbankwese in die vorming van selfoonbankwese gebruiksvoorneme en voortgesette gebruiksvoorneme. Veral in die lig van hierdie resultaat bied die studie waardevolle inligting vir selfoonbankdiensbemarkingsbestuurders. Die metodes wat gebruik is, kan ook verdere studies waarin kruiskanaalevaluerings in ʼn multikanaal-bemarkingskonteks ondersoek word, rig.

Este trabajo busca identificar los factores relevantes que influyen en la intención de adopción de la banca móvil en potenciales personas que usan los servicios financieros en Lima Metropolitana, tomando como base una combinación del Modelo de Aceptación de la Tecnología (TAM) desarrollado por Fred David, y la Teoría de la Difusión de la Innovación (IDT) desarrollado por Rogers a través del análisis de siete constructos: utilidad percibida, facilidad de uso percibida, compatibilidad percibida, confianza percibida, credibilidad percibida, riesgo percibido, y costo de uso percibido. El aporte de la investigación es dar a conocer a los administradores de las empresas del sector financiero los factores más importantes que influyen en la intención de adopción de una nueva tecnología, para que puedan diseñar e implementar estrategias en canales como la banca móvil, con el fin de mejorar sus resultados a través de un incremento en los índices de la bancarización, aprovechando los niveles de penetración que tiene la telefonía móvil en el país, penetración que es más extensa que la de los servicios financieros formales. Para lograrlo se realizó un estudio cuantitativo y descriptivo en una muestra de 412 personas, y se utilizó cuatro pruebas estadísticas para analizar los constructos. Se determinó el nivel de impacto de los factores que intervienen en la intención de adopción de la banca móvil en los usuarios de Lima Metropolitana a través de un ranking de relevancia que muestran los factores que más influyen para adoptar e implementar nuevas estrategias sobre la banca móvil.
This paper wants to identify the relevant factors that influence the intention of adoption of mobile banking in potential people using financial services in Metropolitan Lima, based on a combination of the Technology Acceptance Model (TAM) developed by Fred David, and the Theory of the Diffusion of the Innovation (IDT) developed by Rogers through the analysis of seven constructs: perceived utility, perceived ease of use, perceived compatibility, perceived trust, perceived credibility, perceived risk, and perceived cost of use. The contribution of the research is to inform the administrators of the companies of the financial sector the most important factors that influence the intention of adopting a new technology, so that they can design and implement strategies in new financial channels such as mobile banking in order to improve its results through an increase in the rates of banking, taking advantage of the levels of penetration that mobile telephony has in the country, which is more extensive than that of formal financial services. To achieve this, a quantitative and descriptive study was carried out on a sample of 412 people corresponding to the population mentioned above, and four statistical tests were used to analyze the constructs. The level of impact of the factors involved in the intention of adoption of mobile banking in users of Metropolitan Lima was determined through a ranking of relevance that show the factors that influence the most to adopt and implement new strategies on mobile banking.
Tesis

Abstract: Despite an exhaustive research, very few academic papers regarding loyalty in the context of mobile banking application exist in the marketing, technologies and banking literature. However, banking corporation have launched mobile banking applications in the Quebec's market and are now interested in knowing if this new distribution channel can generate value for their new upcoming important market: The Generation Y (Gen-Y). This research aims to analyse the impact of mobile banking services on Gen Y's loyalty. An experimentation with three scenarios presenting a different banking service (online or mobile) was performed. The results show there are no significant differences between the type of services (between scenarios). Furthermore, it seems that, at the time of this investigation, loyalty was greater in the online context than on any of the remaining mobile context. This observation was consistent in all perceived value dimensions. The results of our structural equation modeling demonstrate a significant relationship between variables Under study. Therefore, depending on the choice of modelization : (1) perceived emotional value has a significant positive impact on customer satisfaction ; (2) perceived functional value - Quality - Display has a significant positive impact on customer satisfaction; (3) perceived functional value - Quality - Security has a significant positive impact on customer satisfaction; (4) perceived functional value - Quality - Control over financial matters has a significant positive impact on customer satisfaction ; (5) perceived emotional value - Familiarity has a significant positive impact on customer satisfaction and (6) customer satisfaction has a significant positive impact on customer loyalty. Given these results, it seems that marketing managers should aim to increase the perceived functional value - Quality and perceived emotional value of mobile banking services for Generation Y users. Aspects such as Display, Security, Control over Financial matters and Familiarity seems to bring value to Gen-Y. They should also segment the Gen-Yers based on their annual income and also on their level of parental dependence in order to better target this segment that could really generate behavioural loyalty.||Résumé : Malgré une recherche intensive, très peu de recherches académiques concernant la loyauté dans le contexte des applications bancaires mobiles existent dans la littérature marketing, bancaire ou des technologies. De plus, les corporations bancaires, ayant lancé des applications bancaires mobiles dans le marché Québécois, sont maintenant intéressées à savoir si ce nouveau mode de distribution génère de la valeur pour leur prochaine clientèle cible d'importance : la génération Y (Gen-Y). Cette recherche a pour but d'analyser l'impact des services bancaires mobiles sur la loyauté de la génération Y. Une expérimentation avec trois scénarios présentant différents services bancaires (Internet ou mobile) fut entreprise. Les résultats démontrent qu'il n'y a pas de différences significatives selon le type de distribution des services bancaires. Qui plus est, il semble qu'au moment de l'étude, la loyauté était plus significative dans le contexte des services bancaires en ligne que dans les contextes mobiles présentés dans les scénarios et ce, pour l'ensemble des dimensions de la valeur perçue analysées. Les résultats de notre modélisation à l'aide d'équations structurelles indiquent une relation significative entre les variables à l'étude. Ainsi, selon le modèle analysé : (1) la valeur émotionnelle perçue a un impact positif significatif sur la satisfaction du consommateur ; (2) la dimension « apparence visuelle » de la valeur fonctionnelle perçue relative à la qualité a un impact positif significatif sur la satisfaction du consommateur ; (3) la dimension « sécurité » de la valeur fonctionnelle perçue relative à la qualité a un impact positif significatif sur la satisfaction du consommateur ; (4) la dimension « contrôle des finances personnelles » de la valeur fonctionnelle perçue relative à la qualité a un impact positif significatif sur la satisfaction du consommateur ; (5) la dimension « familiarité » de la valeur émotionnelle perçue a un impact positif significatif sur la satisfaction du consommateur et (6) la satisfaction du consommateur a un impact positif significatif sur la loyauté du consommateur. Compte tenu de ces résultats, les gestionnaires marketing devraient concentrer leurs efforts sur les dimensions de la valeur fonctionnelle relatives à la qualité perçues par la génération Y lors de leur utilisation des services bancaires mobiles. Il en est de même pour les dimensions de la valeur émotionnelle perçues. Les dimensions telles que l'apparence visuelle, la sécurité, le contrôle des finances personnelles et la familiarité semblent générer de la valeur pour les Gen-Y. Les résultats suggèrent aussi de segmenter la génération Y en se basant sur leur revenu annuel ainsi que sur leur niveau de dépendance parentale afin de mieux cibler les individus de la génération Y pouvant réellement générer une loyauté comportementale.

Cette thèse étudie le secteur bancaire du Luxembourg sous trois angles différents. Elle apporte de nouveaux éléments de débat sur un secteur bancaire souvent commenté mais rarement étudié. En outre, dans chacun des trois chapitres, les impacts de la crise financière sont étudiés. Chapitre 1: Création de liquidité par les banques du Luxembourg. Ce chapitre évalue la quantité liquidité créée par les banques. Nous constatons que cette création a plus que doublé entre 1999 et 2011. Cependant, la liquidité créée a commencé à diminuer en 2009 et en 2011, elle n’était toujours pas revenu au niveau d'avant la crise. Chapitre 2: Le canal du crédit bancaire au Luxembourg. Nous trouvons un canal du crédit opérationnel qui fonctionne essentiellement via la capitalisation des banques sur base agrégée. Nous démontrons également que les banques ont préservé la disponibilité du crédit lors de la crise financière. Chapitre 3: Rentabilité bancaire au Luxembourg dans un environnement de taux bas. Nous constatons qu’à long terme, le niveau et la pente de la courbe des taux contribuent positivement à la rentabilité bancaire, par conséquent, que les taux d'intérêt actuellement bas ont un effet négatif sur la profitabilité des banques
This dissertation studies the banking sector of Luxembourg under three different angles. It therefore contributes to provide new evidence on an often commented but rarely investigated banking industry. Furthermore, in each of the three chapters, the impacts of the financial crisis are studied. Chapter 1: Bank liquidity creation in Luxembourg. This chapter assesses how much liquidity banks in Luxembourg have created. We find that liquidity creation has more than doubled between 1999 and 2011. However, the level of liquidity created started to decrease in 2009 and in 2011, was still not back to pre-crisis level. Chapter 2: The bank lending channel in Luxembourg. We find an operative bank lending channel in Luxembourg, which works through capitalization on an aggregated basis. Regarding the financial crisis, we underlined that banks preserved the availability of credit.Chapter 3: Bank profitability in Luxembourg in a low interest rate environment. We find that, in the long-run, the level and the slope of the yield curve contribute positively to bank profitability and hence that the current low interest rates have a negative effect on banks’ profits

This thesis is a collection of three essays with contributions to the empirical literature on banking and the lending channel of monetary policy. The first essay on monetary policy identification addresses the endogeneity of the monetary policy measure employed in most bank level studies of the lending channel. It shows how an identified, exogenous measure of policy evokes different lending dynamics in U.S. commercial banks compared to the standard endogenous measure of monetary policy. The second essay empirically assesses the impact of financial deregulation on the lending channel in the U.S. In particular, it analyses how the gradual phasing out of deposit rate ceilings commonly known as Regulation Q significantly altered bank level frictions as well as the transmission of monetary policy to individual bank lending. While the first two essays consider U.S. bank level data, the third essay analyses individual bank level lending responses in the euro area. Its contribution lies in the construction of a range of exogenous and unanticipated monetary policy shocks as well as in the introduction of a financial conditions index into standard lending regressions. It finds that the lending responses of individual banks to monetary policy do not support the existence of a separate lending channel in the euro area. Further, equilibrium lending responses to policy as measured by a range of policy shocks is non-linear in financial conditions. Specifically, financial conditions as measured by the relative performance of a broad index of euro area banking stocks to the overall euro area stock market reverse the impact of monetary policy on lending.

The first part of the article seeks to highlight the importance that increasingly electronic trading experience in the field of financial services, and as a result of that the new expressions that arise in providing financial transactions through a conceptual distinction of services and financial channels. In this context, new challenges for the industry players requiring them continuing specialization and innovation in product design, in order to satisfy the current demands ofconsumers who have configured one profile increasingly informed, sophisticated technology in making their consumption decisions.In the second part of the article, I will describe the local regulation which applies to electronic contracting in comparison with the regulation that applies to the traditional contracting which use printed information and oral presentations. This section identifies also the main regulatory implications for the consumer and the industry, with reference of compared experiences that may be interesting to comment on the formulation of considerations if applicable.
En la primera parte del artículo se propone destacar la importancia que crecientemente experimenta la contratación electrónica en el ámbito de los servicios financieros, y como consecuencia de ello, las nuevas expresiones que surgen en la prestación de operaciones financieras pasando por una distinciónconceptual de servicios y canales financieros. En este contexto, se configuran nuevos retos para los actores de la industria de este tipo de servicios que les exige continua especialización e innovación en el diseño de productos, de modo que éstos estén en grado de satisfacer las exigencias actuales de consumidores que cuentan con un perfil cada vez más informado, sofisticado y tecnológico en la adopción de sus decisiones de consumo.En la segunda parte del artículo se describirá el tratamiento regulatorio local aplicable a la contratación electrónica de servicios financieros, destacando aquellos aspectos regulatorios que la distinguen respecto de la contratación tradicional, esto es, la contratación presencial por medios escritos. En esta sección se identificará a su vez las principales implicancias regulatoriasde cara al consumidor y a la industria, tomando como referencia experiencias regulatorias a nivel comparado que puedan resultar interesantes de comentar en la formulación de consideraciones a que hubiera lugar.

Die Interaktion zwischen Kunden und Banken unterliegt einem Wandel. Im Zuge der Medienkonvergenz verschmelzen die Inhalte und Services einzelner Endgeräte (Smartphone, Tablet PCs, etc.) schliesslich in einem Endgerät. Die Konvergenz verändert die Kommunikation und Interaktion und bewirkt, dass der Bezug von Inhalten ständig, simultan und überall möglich ist. Der technologische Fortschritt sowie das veränderte Kundenverhalten tragen zu einem vermehrten Kanalwechsel bei. Die Unternehmen sind gefordert die online und offline Kanäle zu integrieren. Dies führt zu sogenannten „No-Line Systemen“, die sich durch eine maximale Konvergenz auszeichnen und eine hybride Kundeninteraktion ermöglichen. Motiviert durch die beschriebene Konvergenz fokussiert die vorliegende Arbeit die Ausgestaltung einer hybriden Kundeninteraktion am Beispiel der Bankindustrie. Die Arbeit identifiziert Auslöser, die zu einem Kanalwechsel führen, und leitet anhand dessen, basierend auf der Wissenschaft und Praxis, die Anforderungen an eine hybride Kundeninteraktion zur Unterstützung des Kanalwechsels ab. Die Auslöser und Anforderungen von Kanalwechseln ergeben die Entwurfsmuster zur Unterstützung von Kanalwechseln. Zur Darstellung möglicher Implikationen einer hybriden Kundeninteraktion untersucht die Arbeit eine praxisorientierte Tabletlösung aus dem Bereich Anlegen. Hierzu werden die Veränderungen einer Tablet-gestützten Kundeninteraktion im Beratungsprozess beschrieben. Zur Demonstration der Ergebnisse entwickelt die Arbeit einen Prototyp. Dieser veranschaulicht eine weitere mögliche Ausgestaltung sowie den Nutzen einer hybriden Kundeninteraktion.

Authentication mechanisms provide the cornerstone for security for many distributed systems, especially for increasingly popular online applications. For decades, widely used, traditional authentication methods included passwords and PINs that are now inadequate to protect online users and organizations from ever more sophisticated attacks. This study proposes an improvement to traditional authentication mechanisms. The solution introduced here includes a one-time-password (OTP) and incorporates the concept of multiple levels and multiple channels – features that are much more successful than traditional authentication mechanisms in protecting users' online accounts from being compromised. This research study reviews and evaluates current authentication classes and mechanisms and proposes an authentication mechanism that uses a variety of techniques, including multiple channels, to resist attacks more effectively than most commonly used mechanisms. Three aspects of the mechanism were evaluated: 1. The security of multi-channel authentication (MCA) was evaluated in theoretical terms, using a widely accepted methodology. 2. The usability was evaluated by carrying out a user study. 3. Finally, the acceptability thereof was evaluated by asking the participants in study (2) specific questions which aligned with the technology acceptance model (TAM). The study’s analysis of the data, gathered from online questionnaires and application log tables, showed that most participants found the MCA mechanism superior to other available authentication mechanisms and clearly supported the proposed MCA mechanism and the benefits that it provides. The research presents guidelines on how to implement the proposed mechanism, provides a detailed analysis of its effectiveness in protecting users' online accounts against specific, commonly deployed attacks, and reports on its usability and acceptability. It represents a significant step forward in the evolution of authentication mechanisms meeting the security needs of online users while maintaining usability.

Niche banks emerged from deregulation of the financial market and from the increasing distrust of the established banking oligopoly in Sweden. From its establishment, niche banks narrowed their scope and targeted certain profitable segments of the banking market. The proliferation of the technological development of Customer Relationship Management (CRM) enables banks to collect information and gain more control over its customer base. To create meaningful relationships and retain customers, niche banks reaches out through the convenience of both online and offline channels to provide their products and services. With the support of two Swedish niche banks, namely Länsförsäkringar Bank and ICA Bank, the objective of this study is to understand how Swedish niche banks operate their CRM strategies and how they retain customers across channels. A mixture of deductive and inductive approaches has been used in handling our data. The empirical data collected from interviews was analysed together with secondary data to fulfil our research purpose. The result from this thesis illuminates that there are contrasting views of how CRM systems are used practically within the chosen niche banks. LF Bank’s CRM system falls back on the human factor rather than the technological advancement, while ICA Bank utilizes their CRM as a digital fundament in customer building.

El presente estudio analiza cuál es el impacto que tienen los requerimientos de encaje en los créditos bancarios destinados a actividades productivas. Se tiene en consideración la particularidad del sistema financiero peruano, que se caracteriza por poseer un alto nivel de dolarización y concentración. Por ello, se busca determinar cómo interactúan los requerimientos de encaje por moneda y ciertas características de cada banco, tales como la liquidez, el tamaño del banco y la rentabilidad, ante cambios en el instrumento de política. Luego de aplicar un modelo de paneles dinámicos diferenciando por moneda se encontró la presencia de heterogeneidad en las respuestas de los bancos. Los principales resultados demostraron que los bancos más grandes y con mayor liquidez mitigan mejor los cambios del encaje en moneda extranjera en los créditos en la misma moneda. De igual manera, los bancos más líquidos y rentables son menos sensibles ante cambios en el encaje en moneda nacional.
This study analyzes the impact of reserve requirements on banking credit for productive activities. It takes into account the particularity of the Peruvian financial system, which is characterized by having a high level of dollarization and concentration. Therefore, it seeks to determine how the reserve requirements by currency and certain characteristics of banks interact with each other, such as liquidity, bank size and profitability, to change in the policy instrument. After applying a dynamic panel model differentiating by currency, the presence of heterogeneity in bank’s responses was found. The main results demonstrated that largest and most liquid banks better mitigate the changes in the reserve requirement in foreign currency in credits in the same currency. Similarly, the most liquid and profitable banks are less sensitive to changes in reserve requirement in national currency.
Trabajo de investigación

Technology and the development of the Internet has led to greater awareness among organisations of the role the Internet can play in improving services through online channels. Banks, financial institutions and the relevant government authorities in the Kingdom of Saudi Arabia (KSA) have made great progress towards improving their e-services; however, these efforts came with a lack of theoretical background concerning the main challenge, which is to encourage customers to accept Online Banking (OB). This research has explored these concerns, with the aim of providing better understanding of the salient factors affecting people's acceptance and adoption of OB technology within the specific national cultural context of Saudi Arabia. The literature suggests numerous factors as determinants of people's technology adoption in general and OB in particular. This study employs a qualitative approach to narrow down and identify factors that did not emerge in the literature, to arrive at the most appropriate ones. The qualitative stage of the research involved a combination of two focus groups (14 participants) and eight semi-structured interviews. After accomplishing the first stage, a model was proposed to explain the factors affecting user acceptance of technology in the context of OB in Saudi Arabia comprising eight constructs (Perceived Usefulness, Resistance to Change, Perceived Trust, Perceived Usefulness, Social Influence, Perceived Quantity, Uncertainty Avoidance and Perceived Image). A cross-sectional survey was developed and distributed, resulting in 945 responses for use in the data analysis (using SPSS 20.0), for descriptive and exploratory factor analysis to extract constructs of the model. To finish, the proposed model and its hypotheses were examined by applying two-stage structural equation modelling. The conceptual model was found to be of value in explaining the role of the chosen factors that affect user acceptance of technology. The research found the seven direct predictors of BI to use OB explained 84.5 percent of BI variance. From the findings, it was found that the most significant predictor of BI was UA, followed by RC then PU. This research contributed to knowledge by providing a new e-service adoption model involving the impact of national culture. The newly proposed factors (PQ and UA as determinants) helped understand users‟ e-behaviours in KSA where research is seriously under-developed. The research limitations and recommended further efforts are finally presented.

It has long been accepted that changes in monetary policy have real economic effects; however, the mechanism by which these policy changes are transmitted to the real economy has been the subject of much debate. Traditionally the transmission mechanism of monetary policy has consisted of various channels which include the money channel, the asset price channel and the exchange rate channel. Recent developments in economic theory have led to a relatively new channel of policy transmission, termed the credit channel. The credit channel consists of the bank lending channel as well as the balance sheet channel, and focuses on the demand for credit as the variable of interest. The credit channel is based on the notion that demanders and suppliers of credit face asymmetric information problems which create a gap between the cost of external funds and the cost of internally generated funds, referred to as the wedge. The aim here is to determine the size and lag length effects of changes in credit demand, by both firms as well as households, as a result of changes in interest rates. A secondary, but subordinate, aim is to test for a balance sheet channel of monetary policy transmission. A vector autoregressive (VAR) model is used in conjunction with causality tests, impulse response functions and variance decompositions to achieve the stated objectives. Results indicate that the interest rate elasticity of credit demand, for both firms and households, is interest inelastic and therefore the monetary policy authorities have a limited ability to influence credit demand in the short as well as medium term. In light of the second aim, only weak evidence of a balance sheet channel of policy transmission is found.

Mestrado em Economia Monetária e Financeira
A teoria do canal do crédito veio juntar-se às teorias Keynesianas e Monetaristas na explicação da transmissão da política monetária à economia real. Segundo esta teoria, os impulsos da política monetária são transmitidos à economia real através dos problemas de informação assimétrica presentes no mercado do crédito, subdividindo-se em duas abordagens diferentes, a do canal do crédito em sentido lato e a do canal do crédito bancário. A evidência empírica presente na literatura, não é conclusiva quanto à existência do canal do crédito, existindo estudos, mesmo para a mesma economia, que concluem pela existência e outros que não. Em relação ao canal do crédito bancário, Portugal apresenta-se como um caso paradigmático. O presente trabalho pretende, assim, clarificar a questão da existência do canal do crédito bancário em Portugal. Com dados de um painel de bancos portugueses é estimada uma função de oferta de crédito, a partir da qual se testa até que ponto a concessão de crédito por cada banco está dependente do seu nível de depósitos, que se assume estar dependente da política monetária. Os resultados permitem concluir que a oferta de crédito reage às variações no nível de depósitos e, por conseguinte, à fase da política monetária. É testado também se esta reacção é maior para os bancos mais pequenos, menos capitalizados e menos líquidos, o que, de acordo com a teoria, seria evidência do canal do crédito bancário. Os resultados não se apresentam totalmente conclusivos, uma vez que apenas a capitalização apresenta o comportamento preconizado pela teoria. Por último, realizam-se análises comparativas do comportamento de formas de financiamento alternativas ao crédito bancário durante o ciclo da política monetária. Os resultados apontam para que exista alguma substituição entre alguns tipos de financiamento relativamente ao crédito bancário, principalmente no período de contracção monetária, o que será evidência de uma quebra, neste período, da oferta do crédito bancário. Os resultados vão no sentido da existência do canal do crédito bancário em Portugal.
The theory of the credit channel has joined the Keynesian and Monetarist theories in explaining the transmission of monetary policy to the real economy. This theory argue that monetary policy impulses are transmitted to real economy through the asymmetric information problems that arise in the credit market. It takes two different approaches: the broad credit channel and the bank-lending channel. The literature on the evidence of the credit channel has not yet been conclusive. There are studies, even for the same economy, that conclude on the existence of this channel and other that do not. Regarding the bank-lending channel, Portugal is one of such cases. In this context, this work tries to uncover the existence of the bank-lending channel for the Portuguese economy. With a panel of Portuguese banks, it's estimated a credit supply function through which is tested if the supply of credit reacts to variations of deposits, which are assumed to be in the control of monetary policy. The results show that indeed, credit supply reacts to deposits, and hence to the monetary policy. It is also tested if this reaction is stronger for the smaller, less capitalized and less liquid banks, which would be, according to theory, evidence of the credit channel. The results show that less capitalized banks react more, in line with the theory. Size and liquidity results, on the other hand, don't appear to be in line with the theory. At last, it is analysed the behaviour of bank lending compared to the behaviour of other alternative sources of financing during the monetary policy cycle. The results support that, in the period of monetary contraction, there was some kind of substitution of bank lending by some other sources of financing. Overall, the results support the existence of a bank-lending channel for the Portuguese economy.

碩士
國立彰化師範大學
工業教育與技術學系
94
The study aims to study the electronic banking channels decision for the financial services industry. Electronic banking channels selection is a Multi-Criteria Decision Making problem. Based on the viewpoint of resource-based theory (RBV), the decision makers should select the most suitable channels by contemporaneously considering multiple and interdependent evaluation criteria, such as intellectual capital and organizational strategy. Owing to the complex nature of Electronic banking channels selection, the selection decision represents a dilemma in that its solution depends on human judgment, yet the problem is too complex to be solved by human judgment alone. Thus, an effective decision support model specifically for dealing with interdependence among criteria must be developed. This study suggests applying the strategic planning process and adopting the Analytic Network Process to deal with the interdependence relationships among criteria of different layers in the analysis process for selecting a suitable channel. The intellectual capital, organizational strategy, the criteria and the attributes for each criterion used to evaluate organizational strategy are investigated and induced. Moreover, an empirical comparative study of two case studies demonstrates the computational process. The conclusions of this study are summarized as follows. 1.According to the results of the document analysis and the in-depth interviews with the experts in the the financial services industry, the model for electronic banking channels selection decision is decomposed into fouth layers comprising the intellectual capital, organizational strategy, the criteria and the attributes for each criterion used to evaluate the strategic initiatives. The intellectual capital consists of three dimension, human capital, structure capital and customers capital; the organizational strategy are split into cost leadership strategy and differentiation strategy; the criteria used to evaluate the strategic initiatives include financial aspect, customer aspect, internal business process aspect and learning and growth aspect. 2.The relative importance of each attribute which are used to evaluate electronic banking channels selection decision will be influenced by the interdependence relationship among the intellectual capital, organizational strategy, the criteria used to evaluate the strategic initiatives. 3.The study constructs the decision model of electronic banking channels selection which is based on RBV. The results were confirmed to be a valuable point of reference for decision makers during practical implementation in the financial services industry.

Electronic banking (hereafter referred to as digital banking), has not been fully embraced by local South Africans, in comparison to larger more established banking industries of the world. Despite the research literature available on e-commerce, much is still unknown about digital banking drivers in developing countries such as South Africa. In particular how clients feel about this form of banking and what the strategic challenges that require resolution for local consumers and banks to both benefit from this symbiotic relationship. Arguably, digital channels are the future of banking globally as the autocatalytic nature of the internet and mobile devices continue to fuel digital transformation. In order for local banks to leverage this area of technological evolution, customer perceptions about this service platform, particularly the areas that were targeted for this investigation need to be prudently considered from a customer perspective for future corrective measures that need to be undertaken and ultimately solve for customer satisfaction. Many South Africans have been early adopters of digital banking services, however many are still wary of this form of banking. A “magic pill” for implementation was not sought after, but rather a learning approach to embrace the opinions and perceptions of consumers.

碩士
世新大學
資訊管理學研究所(含碩專班)
104
Taiwan began granting 4G mobile data network licenses in 2014; since then, people everywhere in Taiwan can be seen with a smartphone in hand. Information and communications technology developed rapidly, influencing and expanding the reach of various industries, banking included. As a result, the Financial Supervisory Commission declared 2015 the “year of banking innovation”, and on January 13, 2015, announced the official start of the Bank 3.0 initiative, with the goal of creating an infrastructure for digitalized banking. This study has two main goals: 1) to examine how personal banking customers who have set up mobile banking accounts use the virtual and physical resources provided to them by banks, in order to determine how these two types of resources compete and how they cooperate; 2) to investigate how customers’ familiarity with digital tools and financial lifestyle influence their use of virtual and physical resources. In this quantitative study, the author received a total of 404 valid questionnaires and used SPSS to analyze the data. The results indicated that although mobile banking customers used virtual resources for 59% of banking services, the majority of these services were transaction inquiries, while less than half of banking transfers were performed using virtual resources. These results were inconsistent with financial organizations’ claims of the high pervasiveness of virtual resources. Furthermore, the author discovered that customers’ financial lifestyle reliably influenced their use of virtual services, whereas familiarity with digital tools did not influence use of virtual services.

Αντικείμενο της εργασίας αυτής είναι η διερεύνηση της χρήσης των εναλλακτικών καναλιών τραπεζικής εξυπηρέτησης στην Ελλάδα καθώς και της πρόθεσης μελλοντικής χρήσης τους από μη χρήστες. Αναφορικά με τη δομή της, η εργασία διακρίνεται εξαρχής σε δύο μέρη. Στο πρώτο μέρος, το οποίο αποτελεί και τη θεωρητική προσέγγιση του θέματος, αναλύεται σφαιρικά το θέμα της Ηλεκτρονικής Τραπεζικής (e-Βanking) και συγκεκριμένα της Ηλεκτρονικής Τραπεζικής μέσω των Αυτόματων Ταμειολογιστικών Μηχανών (ATMs), μέσω διαδικτύου (Internet Banking) και μέσω τηλεφώνου (Phone Banking). Το e-Banking αξιολογείται ως ένα πολύ ενδιαφέρον κομμάτι του ηλεκτρονικού επιχειρείν, η έρευνα και η μελέτη του οποίου μπορεί να αποδώσει πολύτιμα συμπεράσματα. Γι’ αυτό και η παρούσα εργασία ολοκληρώνεται με ένα ερευνητικό μέρος. Μερικά σημαντικά ευρήματα που προέκυψαν από την ερευνητική διαδικασία συνοψίζονται στα ακόλουθα: α) η διείσδυση της τεχνολογίας αποτελεί βασικό παράγοντα για την ύπαρξη και την ανάπτυξη της διαδικτυακής τραπεζικής, β) η νομοθεσία που ισχύει για τις τραπεζικές συναλλαγές στο διαδίκτυο, τόσο σε Ελληνικό όσο και σε Ευρωπαϊκό επίπεδο, έχει αρκετά κενά και ασάφειες, δημιουργώντας αρνητικές σκέψεις για την αξιοπιστία της διαδικτυακής τραπεζικής, γ) το θέμα της ασφάλειας, αποτελεί το σημαντικότερο παράγοντα αποτροπής για τη χρήση της διαδικτυακής τραπεζικής, δ) οι στόχοι της διαδικτυακής τραπεζικής δεν έχουν επιτευχθεί (μια και η κρίσιμη μάζα πελατών μέχρι σήμερα εξακολουθεί να είναι μικρή) και ε) σήμερα η διαδικτυακή τραπεζική παίζει προς το παρόν βοηθητικό ρόλο στην τραπεζική αγορά της χώρας μας, δίνοντας τη δυνατότητα στον πελάτη της τράπεζας, να έχει μια ακόμη εναλλακτική λύση για να πραγματοποιήσει τις τραπεζικές του συναλλαγές.
The main object of this thesis is to investigate the use of alternative channels of banking services in Greece and the future intentions of use for non-users. This work has two main parts. In the first part, which is a theoretical approach, we analyze comprehensively the issue of electronic banking (e-Banking), and more specifically the Electronic Banking through Automatic Teller Machines (ATMs), Internet (Internet Banking) and phone(Phone Banking). The e-Banking has been evaluated as a very interesting part of e-business. The research and the study of e-banking could have some interesting findings. The second part of this work includes the results that produced by research procedure. Some important findings of this research are following: a) the penetration of technology is a key factor for the development and improvement of online banking, b) the current laws about online banking, in Greece and in Europe in general, are incomplete and they have many loopholes and ambiguities, This fact has as result some negative thoughts about the reliability of online banking, c) the issue of security is the major issue for non widely using online banking, d) targets of online banking have not been achieved (since the number of customers till today is small) and e) current online banking plays supporting role in the banking market of our country, allowing the Banks' customers to have an extra option for executing their banking transactions.

碩士
國立政治大學
企業管理研究所
96
The multi-channel business model has been stable development in Taiwan. However, most of the researches toward the channel relationship within the multi-channel environment focused on the corporation perspective in the past research, but ignored what Stewart and Pavlou (2002) have stressed that substitution and complementarity of different channels should be examined from a customer perspective. This research surveyed the channel relationship from the perspective of the consumer. The research chose the banking industry environment, and targeted the consumer who has applied multiple channels in dealing with banking related service in the last 6 months. The survey collected 365 valid questionnaires by adopting internet survey and people interview. By using multiple regression analysis, the research differentiated the extensive and non-extensive decision making services and probed the impact of the satisfaction in brick-and-motar (B&M) channel and internet channel toward the intention to continuous dealing with the bank company with the view of service quality. By adopting interactive analysis of customer satisfaction in different channels, the research deduced the relationship of multiple channels. The research concludes that for the extensive decision making services: 1. The satisfaction of the employee in the B&M bank and the satisfaction of the internet bank both have significant positive impact toward the intention to continuous dealing with the bank company. 2. There is complementarity effect between the overall value of the internet bank and the environment and convenience of the B&M bank. For the non-extensive decision making services: 1. The satisfaction of the employee in the B&M bank and the satisfaction of the information providing in the internet bank both have significant positive impact toward the intention to continuous dealing with the bank company. 2. There is complementarity effect between the trading value of the internet bank and the employee of the B&M bank. For the non-extensive decision making services: 3. There is substitution effect between the trading value of the internet bank and the environment and convenience of the B&M bank.

The growing number of communication channels through which customers can interact with their banks and the emergence of a new competitive environment in the banking sector have made it imperative for managers to understand what drives customers to prefer certain channels instead of others. The purpose of this dissertation is to analyse if Millennials in different life stages show different channel preferences, in banking. Furthermore, it looks at how customer (age, desire for social relationships, desire for privacy and loyalty), channel (perceived convenience, perceived risk and channel knowledge) and organizational (image, size and longevity) characteristics affect those preferences. While these characteristics have been addressed by other authors, the impact of life stages on channels preferences is still unclear. Based on data gathered from 309 individuals through an online survey, overall results support that the preferences for communication channels in banking are driven by customer, channel and organizational characteristics. Additionally, results from this investigation reveal that Millennials in different life stages indeed show different preferences for communication channels. Particularly, individuals in early stages show a preference for Mobile-App and SMS; individuals in later stages within the millennial cohort tend to prefer Phone call and Branch; the preference for E-mail is relatively high across all life stages and the preference for Social Media and ATM is relatively low across all life stages. This paper aims at providing a tool for marketers to implement more efficient communication strategies in attracting and retaining customers.
O crescente número de canais de comunicação através dos quais os clientes interagem com os seus bancos e o surgimento de um novo ambiente competitivo no setor bancário tornaram imperativo entender o que leva os clientes a preferirem certos canais em detrimento de outros. O objetivo desta dissertação é analisar se os Millennials, em diferentes etapas da vida, têm diferentes preferências de canais de comunicação, no setor bancário. Além disso, este estudo analisa se características do cliente (idade, desejo por relações sociais, privacidade, lealdade), do canal (conveniência, risco, conhecimento do canal) e organizacionais (imagem, tamanho, longevidade) afetam essas preferências. Embora estas características tenham sido abordadas por outros autores, o impacto das etapas da vida nas preferências do canal não foi ainda suficientemente explorado. Com base em dados recolhidos de 309 indivíduos através de um questionário on-line, os resultados demonstram que as preferências dos canais são influenciadas por características do cliente, do canal e organizacionais. Além disso, os resultados deste estudo revelam que os Millennials, em diferentes etapas da vida, têm diferentes preferências por canais de comunicação. Em particular, indivíduos em etapas iniciais têm preferência por aplicações móveis e SMS; indivíduos em etapas posteriores tendem a preferir ser contatados por chamada telefónica ou no balcão; a preferência por E-mail é relativamente alta em todas as etapas da vida e a preferência por mídias sociais e ATM é relativamente baixa. Este estudo tem como objetivo fornecer uma ferramenta para marketers implementarem estratégias de comunicação mais eficientes para atrair e reter clientes.

碩士
國立成功大學
國際管理碩士在職專班
98
Driven by a number of changes in the business environment, the adoption and development self-service technology in providing traditional banking services has steadily gained wide usage over the years as a way of ensuring customer loyalty, growing market share and meeting other challenges posted by such changes (Ibrahim, Joseph, ＆ Ibeh, 2006; Joseph ＆ Stone, 2003; Rod, Ashill, Shao, ＆ Carruthers, 2009; Roig, Garcia, Tena, ＆ Monzonis, 2006). This study focuses on the evaluation of the alternative banking delivery channels utilized by banking institutions in the Philippines. Through a survey questionnaire, customers were asked to rate 26 quality attributes in terms of their importance and perceived performance level. These items were categorized into five general quality dimensions – accuracy and reliability, efficiency and convenience, security and accessibility, personalization and customer service, and general management. The delivery channels evaluated were the Teller, ATM, Internet and Telephone banking. The results show that customers attach varying degrees of importance to the quality dimensions under study, and that they perceive different performance levels as well. This is true across the different channels considered. Thus, as banks come to realize the potential of these alternative delivery channels as a competitive weapon and source of distinction from competitors, it is critical for banks to design strategies and implement plans that address specific customer expectations for each delivery channel.

碩士
世新大學
資訊管理學研究所(含碩專班)
96
The banking is an old trade, its main social function is to offer the financial service, stabilize the financial market, promote under the financial liberalization in this country, policy of the internationalization in government's brute force, and make the domestic financial industry fierce in competition. Taiwan joins WTO, the bank amalgamates and reforms, reduces operating cost under the tactics of the bank. Foreign businessman's bank purchases, whole and domestic bank on a large scale; its purpose does not miss the chance of any service customer in order to expand the bank domain. Bank development stems from the customer, the all things regard guest as one, and it is duties of the bank to offer the scheme and method of solving problem of managing money matters to customer. In a word, the customer is that existence and development of the bank are basic, no customer, no banks, when customer after using the different services thorough fare of the bank of the customer benefit increases, the relatively bank's own benefit increases too. The only clear one knows customer's benefit; the bank may plan the competitive tactics. This research designs customer's questionnaire, go to gather the present situations of the different services thorough fare of the bank and service item, customer use bank different service situation, discussion customer of thorough fare use bank different service thorough fare for serve relation of satisfaction and customer's benefit of thorough fare. Major findings are: 1) In six kinds of service thorough fares, entity's bank, ATM, network bank, telephone pronunciation and network ATM, the customer has certain rate of using, the use that comparatively speaking there are only ”action banks” is on the low side. 2) Investigate the bank to serving the service item added in thorough fare in this research, have not designed to the customer's benefit, has led to the fact that has a lot of service items in serving the thorough fare, but some service item customers seldom go to use, cause the waste of the information resources. 3) Bank customer use in different service thorough fare analyses “Customer Usage”, “Customer Satisfaction” and literary composition surface of “Customer Benefit”. Entity's bank, ATM, telephone pronunciation, the network bank and questionnaire of network ATM construct the surface average to learn, network bank construct surface to be questionnaire average most high wholly, telephone pronunciation construct surface to be questionnaire average lowest wholly then.

G21, O33
Face a um enquadramento económico desfavorável, o sector bancário Português tem gerado desde 2007 níveis de rentabilidade incapazes de garantir a atractividade da indústria para os investidores. A adequação de medidas de solvabilidade, exigidas pelas entidades reguladoras, forçou a alteração de paradigma no modelo de negócio bancário. A difusão generalizada da inovação tecnológica na sociedade Portuguesa potencia a utilização de canais de acesso remoto ao serviço bancário como o internet banking (IB) e o ATM, sendo o balcão um canal com tendência decrescente de utilização. O contributo da investigação é analisar as dificuldades do sector bancário no processo de desalavancagem, e averiguar de que forma os canais remotos podem representar uma oportunidade (convertendo-se num canal de distribuição mais representativo) no redesenho do modelo de negócio do sector, alinhada com uma maior eficiência de custos e maximização da relação com o cliente. O estudo realizado na área metropolitana de Lisboa, em que foram obtidas 191 respostas, permitiu concluir que os canais com maior intensidade de utilização são o ATM e o IB. Verificou-se existirem variáveis no comportamento de utilização do IB que influenciam a intenção de continuidade dos clientes no serviço, cujo conhecimento se traduz, do ponto de vista da gestão, num benefício para os bancos. A satisfação com o serviço, a percepção de custos de mudança e uma percepção favorável de preço influenciam a retenção dos clientes no seu serviço de IB. Constatou-se também que a satisfação e a percepção de preço do serviço influenciam a intenção de recompra.
Facing an unfavorable economic environment since 2007 the Portuguese banking sector has been unable to generate profitability levels capable of ensuring the industry's attractiveness to investors. The solvency adequacy measures required by regulatory authorities forced the paradigm change in the banking business model. The widespread diffusion of technological innovation in Portuguese society enhances the use of remote banking access channels such as internet banking service (IB) and the ATM, while the traditional branch channel usage is decreasing. This research aims to analyze the banking sector's difficulties in the deleveraging process, and ascertain how remote channels may represent an opportunity (becoming a more representative distribution channel) in redesigning the sector's business model, alongside with a greater cost efficiency and maximizing customer relationship. A study conducted in the Lisbon area, with 191 responses obtained, revealed that the channels with greater usage intensity are the ATM and IB. It further revealed that there are behavior dimensions on the IB use with direct effect on customers retention. This knowledge can represent a great benefit from a management point of view. Satisfaction with IB service, perceived switching costs and a favorable price perception affect customer retention in their IB service. The findings of this research also confirm that satisfaction with IB service and perceived service price have a direct effect on repurchase intention.

Quality is regarded as one of the main objectives to achieve in a successful organization, where the corporate policy is defined around of how to stay efficient while achieving the quality requirements defined by the consumer. Thus, companies in the banking sector are concentrating their efforts to achieve excellence, beginning with the service channels, which represent the point of contact with their clients. This dissertation aims to deepen the study on the use of two major distribution channels: the traditional bank branch and the Internet, having as backdrop the perceived of quality of service. In this context, factors influencing the choice and use of banking channels were related to assessments of their quality, allowing to create segments of consumers and to draw strategic conclusions on areas where the service quality provided by the distribution channel is poor and needs attention from the bank. The research methodology was based on a literature research on the following fields: banking marketing, banking distribution and perceived quality of the services provided. The study was conducted in two phases. The first corresponds to the creation of a scale to measure the perceived quality of the two channels mentioned, through a Factor Analysis and Internal Consistency. Finally, the second phase consists of applying a questionnaire to a final sample of 225 subjects and on the interpretation of data obtained through the Importance-Performance Analysis and also, through the non-parametric tests, Mann-Whitney and Kruskal-Wallis and the Correlation Coefficient Spearman's Rho.
A qualidade é considerada como um dos principais objectivos a atingir numa organização de sucesso, onde a política empresarial é definida em torno de como se manter eficiente sem deixar de atingir os requisitos de qualidade definidos pelo consumidor. Desta forma, as empresas do sector bancário concentram os seus esforços para alcançar a excelência, a começar pelos canais de atendimento, que representam o ponto de contacto com os clientes. A presente dissertação pretende aprofundar o estudo sobre o uso de dois importantes canais de distribuição: a tradicional agência bancária e a Internet, tendo como pano de fundo a qualidade percebida do serviço. Neste âmbito, os factores que influenciam a escolha e uso dos canais bancários foram relacionados com as avaliações de qualidade dos mesmos, permitindo, criar segmentos de consumidores e retirar conclusões estratégicas sobre áreas onde a qualidade do serviço prestado pelo canal de distribuição é deficitária e necessita de atenção por parte do banco. A metodologia de investigação assentou numa pesquisa bibliográfica sobre os seguintes campos: marketing bancário, distribuição bancária e qualidade percebida com a prestação do serviço. O estudo foi desenvolvido em duas fases. A primeira corresponde à criação de uma escala para avaliar a qualidade percebida dos dois canais mencionados, através da Análise Factorial e de Consistência Interna. A segunda consiste na aplicação de um questionário a uma amostra final de 225 indivíduos e na interpretação dos dados obtidos através da Análise Importância-Performance, recorrendo-se ainda aos testes não-paramétricos de Mann-Whitney e Kruskal-Wallis e ao Coeficiente de Correlação Ró de Spearman.

Millennium BIM is the largest banking institution in Mozambique and has been the market leader since 2000. Having rapidly grown in a context of increasing bancarization of the population and positive evolution of socioeconomic factors, the bank has been experiencing an overflow of customer on its traditional branches which results in the erosion of the quality of customer service. This case study presents an overview of Millennium BIM, its operations in Mozambique, and contextualizes the dynamics of being part of the Millennium BCP Group. Moreover, the case study presents the key features of the Mozambican economy and population, it describes the banking sector in detail and presents metrics that portray the operational strains lived at Millennium BIM’s branches suggesting innovative initiatives to help resolve such challenges. The purpose of this case is to give the information necessary so that the reader is able to make a decision about the initiative(s) the bank should pursue in the near future. For that, a specific order of questions is presented, starting by analyzing the population characteristics, a segmentation the customer base and analysis of the reasons for a potential fit between each segment and each banking channel in order to successfully understand and choose the right initiatives to resolve the strains in the mass market branches. The final choice will result in a careful decision of which investments are better from a cost/benefit perspective.
Fundado em 1995, o Millennium BIM tem desde 2000 mantido a sua posição de liderança no mercado bancário em Moçambique. O banco tem apresentado um crescimento elevado suportado pelo aumento da bancarização em Moçambique e pelo desenvolvimento positivo dos indicadores socioeconómicos. Dado tal crescimento, o volume de clientes nas sucursais é bastante superior a níveis considerados adequados o que resulta no decréscimo da qualidade de serviço ao cliente, ameaçando assim a manutenção de liderança de mercado. Este estudo de caso apresenta uma visão geral do Millennium BIM em Moçambique e contextualiza as dinâmicas inerentes ao fato de fazer parte do Grupo Millennium BCP. Adicionalmente, apresenta os principais indicadores socioeconómicos, descrevendo com detalhe o setor bancário e apresentando métricas que demonstram os desafios operacionais presentes nas sucursais do mass market. Por fim, sugere iniciativas inovadoras para potenciar a resolução desses mesmos desafios O objetivo do caso consiste em apresentar a informação necessária para que o leitor seja capaz de tomar uma decisão informada acerca de qual(s) iniciativa(s) deve ser implementada pelo banco. Como suporte, uma ordem de seguimento está presente nas questões propostas, começando pela segmentação da população de forma a evidenciar as razões que suportam uma melhor adaptação entre cada segmento e os respetivos canais bancários. Deste modo, o leitor encontrar-se-á capaz de compreender as vantagens e desvantagens de cada canal e assim escolher das iniciativas apresentadas, aquela(s) que proporciona(m) um melhor retorno para o banco de um ponto de vista de beneficio e custo.

碩士
國立中山大學
高階經營碩士班
96
Abstract Insurance Marketing Channel is a form of media which is known for delivering insurance products directly from Insuers to the Consumer. Though the banking and insurance industries are in the same finacial field. However, the gap between them has become more and more pronounced. A major cause for this is related to the fact that regulations are being de-regulated and gradually unchained by individual conturies. The reasons why the Bancassurance marketing channel has become one of the insurance industry’s most important marketing channel is due in large part to a series of reforms in the financial field which took place soon after Taiwan joined the WTO. These reforms have also boosted the profile of Bancassurance and made it directly important, especially after the enactment of the “Financial Holding Company Act” of 2001 and “ Rules for jointly promoting products or providing related service” of 2003 by the Financail Supervisory Commission. Due to the bank, insurance, and securities companies cross-integration into X-selling, to satisfy one-stop shopping needs of clients; these industries have come together to form the strategic alliance of Bancassurance. From bank company’s viewpoint, they can earn more risk-free fee income by way of selling insurance products to ease the pain of the negative spread from red ocean banking environment. From insurance company’s point of view, they can leverage the banking industry’s large customer basis and their massive branch banking network to significantly cut their basic unit selling cost through the massing capabilities of Bancassurance Marketing Channel. From the consumers viewpoint they can reduce the cost or broad spectrum saerching and better satisfy their one-stop shopping needs. After the “Financial Holding Company Act” was put into effective, Financial Holdings can possess subsideries like bank, insurance companies (both life or general insurance), and securities companies to better serve their client’s one-stop shopping needs. This represent a far greater challenge to those insurance companies who do not have the background of or access to the resourances that Financial Holdings can offer, forming a barrier that makes it difficult for those above mentioned insurance companies to enter into the Financial Holings Bancassurance marketing channel. Based upon this, my reaserch will present a case study and in-depth interviews of high level banking and insurance company executives who are, themselves, in charge of Bancassurance business, and I will also look into a general insurance company with a non-Financial Holdings background to explore how it can develop its Bancassurance channels. Due to the emergence of Bancassurance, Market Channels are widely successful and advanced in many western countries, and are also well-developed in the life insurance industry here in Taiwan. The traditional way of marketing in the general insurance is by way of solicitors; however, the quantity of solicitors is less than that of life insurance industry. In this regard, it is very important for the non-financail holding, general insurance companies to properly leverage the advantage of the bankingindustries’ island-wide branches and their good relationship with their clients to make this strategic alliance and truly reach a win-win-win synergy between banks, general insurance companies and consumer. Keyword: Bancassurance, Market Channel

O surgimento das novas tecnologias de informação e de comunicação, em vários setores da economia mundial, alterou a forma como os prestadores de serviço se relacionam com os seus clientes. A banca é um dos setores da economia onde a aplicabilidade de inovações tecnológicas se mostra imprescindível para obtenção de níveis de qualidade esperados pelos seus clientes, a julgar pela concorrência no sector. A banca eletrónica passou a ser um dos veículos de comunicação que oferece grandes vantagens económicas aos clientes bancários, para além da eficiência e da rapidez com que as operações são realizadas, num mundo cujo tempo vai se tornando num recurso cada vez mais escasso. A criação do Internet Banking veio proporcionar aos clientes do setor, alternativas de atendimento, substituindo o atendimento presencial prestado nas agências bancárias e restituindo alguma comodidade aos funcionários destas instituições, de forma a puderem garantir um atendimento de excelência aos clientes cuja necessidade obrigue a sua presença física nas agências. Foram analisadas 395 respostas de um inquérito realizado a clientes bancários, por via do Software SPSS 22. Foi feita uma Análise Descritiva dos resultados e posteriormente recorreu-se à Análise de Componentes Principais da Análise Fatorial (ACPAF) de onde se identificaram dois factores responsáveis por 68,352% da variância total explicada na Análise fatorial: a importância da utilização da Internet e do seu acesso e a facilidade de utilização dos meios digitais. Diante do exposto, o prosósito deste trabalho é o de contribuir com sugestões que visam incentivar a utilização dos canais remotos, para que o serviço de Internet Banking seja o canal preferencial de comunicação entre bancos e clientes, em detrimento da presença física destes nos balcões.
The emergence of new information and communication technologies in various sectors of the world economy has altered the way service providers relate to their customers. Banking is one of the sectors of the economy where the applicability of technological innovations proves indispensable to obtain the quality levels expected by its customers, judging by the competition in the sector. Electronic banking has become one of the means of communication that offers great financial advantages to bank customers, as well as the efficiency and speed with which operations are carried out, in a world whose time is becoming an increasingly scarce resource. The creation of Internet Banking has provided the sector's customers with alternative services, replacing the face-to-face service provided at the banking branches and restoring some comfort to the employees of these institutions, in order to guarantee an excellent service to the clients whose necessity requires their physical presence agencies. A total of 395 responses from a survey of bank customers were analyzed using the SPSS 22 software. A descriptive analysis of the results was performed and the Factor Analysis Main Components Analysis was subsequently used to identify two factors responsible for 68,352% of the total variance explained in factor analysis: the importance of using the Internet and its access and ease of using of digital media. In view of the above, the aim of this work is to contribute with suggestions to encourage the use of remote channels, so that the Internet Banking service is the preferred channel of communication between banks and customers, to the detriment of their physical presence at the branches.

Research Report submitted in partial fulfilment of the requirements of a Master of Arts Degree in Development studies by Coursework and Research Report. Faculty of Humanities, University of Witwatersrand 2016
This study explored cash circulation channels adopted by unbanked migrants in Pretoria Central Business District (CBD), South Africa. To understand the complex nature of cash circulation and the subjective practices of migrants, in-depth interviews were conducted with sixteen migrants selected through snowballing sampling. Collected primary data were analysed thematically, from particular to general themes depending on the responses provided by the informants. The study adopted the Sustainable Livelihoods Framework (SLF) as an analytical tool to show how in the face of structural and institutional barriers, unbanked migrants have the capability to adopt digital solutions and socially embedded channels which are more flexible and sustainable in their livelihoods. These include informal channels such as hawala, malaichas and digital solutions like Kawena and Mukuru. By using this framework, the report reveals what unbanked migrants are doing on the ground, what shapes adopted cash circulation processes and the resultant livelihood outcomes. The study aimed at contributing to previous research on money transfer mechanisms adopted by unbanked African migrants. The conclusion reached is that, by adopting various socially embedded cash circulation channels, unbanked migrants circumvent structural constraints and, by so doing, financially include more people who were previously excluded. Although the study was limited to a small sample, it raises strong implications for policy makers to look at the inherent strength of migrants as development actors. Findings from this exploratory study are critical in that they open new niches for research on migrants and financial exclusion in Africa and beyond.
GR2017

The success of an organisation in what is now a dynamic and increasingly competitive business environment relies on an engaged workforce, achieved through internal communication. Engaged employees are generally more productive, resulting in better-performing organisations. This indicates that engaged employees do not only provide organisations with substantial benefits but can also be valuable assets to their organisations. Additionally, internal communication, which influences employee engagement behaviours, has been shown to provide numerous benefits to organisations, namely advocacy, ambassadorship, commitment, competitive advantage, decreased turnover, innovation, satisfaction, and trust. Therefore, it can be argued that a crucial link exists between internal communication and employee engagement. The purpose of this study was to develop an internal communication conceptual framework that contributes to employee engagement. This conceptual framework was customised for the South African banking sector. Qualitative data was collected through a review of available literature in the internal communication and employee engagement fields, and face-to-face interviews with four senior internal communications managers. Quantitative data was collected through a web-based self-administered survey questionnaire hosted on SurveyMonkey. Therefore, a mixed-methods research approach was used for this study. The findings of the study confirmed the link between internal communication and employee engagement. Thus, internal communication is an important determinant of employee engagement. It was also found that South Africa’s “big four” banks use traditional and innovative internal communication channels to effectively communicate with their targeted audience. Lastly, the internal communication elements that make up the conceptual framework of employee engagement were developed, namely Collaboration/ Cross-Functional Planning, Partner with Human Resources Function, Communication Channels, Two-Way Communication with Leaders, Counsel, and Measure Internal Communication Effectiveness. It is argued that the proposed v conceptual framework adequately addresses the role of internal communication and its key function within an organisation. The study is particularly significant because it extends current literature on internal communication and employee engagement in the South African banking sector and confirms that internal communication is indeed important for employee engagement. Academically, the study added to the current body of knowledge in the field of communication. The findings of this study can be used by South African banks and other businesses as a guide to conduct their internal communication to achieve employee engagement.
Communication Science
D. Lit. Phil. ( Communication)