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Sewpaul, Sailesh. "Digital Strategies Senior Bank Executives in Mauritius use to Improve Customer Service." Thesis, Walden University, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=13422561.
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Customers’ use of digital banking has reshaped traditional banking, and senior level bank executives must know how to leverage this innovation to improve customer service to increase profitability. Using the technology acceptance model as the conceptual framework, the purpose of this multiple case study was to explore effective digital banking strategies that senior level executives used to improve customer service to increase profitability. The target population for this study included senior-level executives from 3 banks in Mauritius possessing successful development and implementation experience in digital banking strategies to improve customer service. Data were collected through semistructured interviews and organizational documents, which were analyzed in accordance with Yin’s 5-phase data analysis process consisting of pattern matching, explanation building, time-series analysis, program logic models, and cross-case synthesis. The use of member checking and methodological triangulation increased the trustworthiness of data interpretations. Three themes emerged from the analysis of data: use of mobile strategies to migrate customers to digital banking, challenges to migrate customers to digital banking, and digital banking innovation. The implications of this study for positive social change include improving convenience to customers; promoting green banking; and providing easy access to banking to the poor, those with physical disabilities, and those living in remote and rural areas.
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Mbama, Cajetan. "Digital banking services, customer experience and financial performance in UK banks." Thesis, Sheffield Hallam University, 2018. http://shura.shu.ac.uk/23305/.
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Digital banking through telephone, internet and mobile is becoming important for banks’ service marketing, especially with the increase in digital device usage and customer demand for financial services. The changing dynamics of banking means that banks’ performance is no longer solely dependent on branch sales. Capturing and retaining customers are vital for banks, and digital banking is becoming the tool of choice; however research on how it affects customer experience and UK banks’ performance is still limited. This thesis focusses on determining the impact of digital banking services on customer experience and financial performance. The research in the thesis uses a mixed methods approach, utilising bank financial reports, interviews and questionnaires to achieve important results and contribute to knowledge in practice, and in related services, marketing and e-commerce theories. The research adopted Regression, Structural Equation Modelling and Chi-Square analyses in quantitative research, while using Content Analysis in qualitative research. The research takes a broad approach in the investigation of digital banking, customer experience and bank financial performance. It has used qualitative and quantitative analysis techniques to produce, test and triangulate results to increase robustness. The research demonstrates how digital banking enhances banks’ profitability. It found that attributes such as perceived value, convenience, functional quality, service quality and digital banking innovation are important in improving customer experience, satisfaction and loyalty, and banks’ financial performance. The insights from the three research perspectives have been integrated to develop a new Digital Banking Services, Customer Experience and Financial Performance Enhancement Framework (DiBCEFPEF). The results from the thesis have the potential to assist banks in the provision of services, and improve customer experience and financial performance, such as profitable growth and economic value-adds, through digital banking.
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Drotskie, Adri. "Customer experience as the strategic differentiator in retail banking." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/1373.
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Cheung, Tak Hing. "Service quality expectations and consumer innovativeness towards technology-based self-service options : a study of Internet banking." HKBU Institutional Repository, 2000. http://repository.hkbu.edu.hk/etd_ra/238.
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Liang, Yan. "The influence of perceived risk in the uptake of self-service technologies within the retail banking sector : a study of customers using the industrial and commercial bank of China in Jilin." Thesis, Cape Peninsula University of Technology, 2006. http://hdl.handle.net/20.500.11838/993.
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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2006This study aims to explore the impact of self-service technologies (SSTs) on the behaviour of Chinese banking customers. The research has two purposes: (l) To determine how perceived risk impacts on the use of SSTs for customers with a high and a low technology readiness index (TRI) and (2) To understand the types of perceived risks within the banking industry and which component of risk dominates customer's propensity to use SSTs. The research focuses on the retail bank SSTs services for the reason that the banking industry has the longest development history in SSTs. The research was conducted using a questionnaire containing two service scenarios (bank information search, fund/money transfer) and was distributed to 372 bank customers, of which a valid sample of 307 respondents was analyzed. The test results indicate the effect of perceived risk does exist. High perceived risk influences high TRI customers to lower their propensity to use the SSTs in the funds transfer and money transfer service scenario, whereas customers with low TRI will tend to lower their propensity to use SSTs in the funds transfer, money transfer and other services. Psychological risk was also identified as the dominant influential risk factor among the respondents. The results support the research hypotheses and highlight the importance for companies to manage perceived risk in this technological era.
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Baosuwan, Siriwan. "Attitude and satisfaction with internet banking of Bank of Ayudhya Public Company Limited, Thailand." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2727.
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The purpose of this study is to gather information for the management of the Bank of Ayudhya to improve its internet banking service. It explored customer satisfaction, customer attitudes, and the correlation between the frequency of Internet banking usage and customer demographic data.
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Turton, WE. "The centralisation of administration in commercial relationship banking." Thesis, Cape Technikon, 2001. http://hdl.handle.net/20.500.11838/960.
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Thesis (MTech(Business Administration)--Cape Technikon, Cape Town, 2001During the last decade, commercial banking competition has intensified for a variety of reasons. With shareholders requirements to satisfY and, at the same time to provide ''value for money" to i!s clients, banks restructured themselves to serve niche market segments, increase critical mass by growing volume business or a combination of both. With the change in political dispensation, the urgency for banks to evolve intensified for the following prime reasons: I. The increased number offoreign banks ~ntering the South African market and cherry-picking the commercial banks' best clients and employees. This was facilitated by the foreign banks low cost of entry and low overhead cost structure coupled with cheaper availability of offshore funding for South African businesses. 2. Increased emigration rates reducin6 the availability ofskilled and trained bank employees. 3. The stagnation ofthe economic emironment resulting in low organic growth of the business client base from the traditional white o\\ned segment. 4. The largely neglected black business segment which became politically. if not economically. attractive to the local banks. Against this background. commercial ban:,s strategies changed involving restructuring the internal organisation to refocus the banking industr.. efforts in achieving its profit objectives. satisfYing and keeping its clients and attracting new clients. primarily, from the local competitor banks.
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Rootman, Chantal. "An international comparative study on the relationship marketing and customer retention of retail banks : lessons for South Africa." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/1376.
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Despite the extensive research undertaken in the subject area of services marketing, much is still unknown to service providers of specific services in terms of firm-client relationships and how customer retention rates can be increased. This study attempts to address this limitation. The study revolves around the relationship marketing and customer retention of banks in South Africa, Canada and the United Kingdom (UK). Service firms, including banks, are vitally important to the economy of any country as they contribute to its Gross Domestic Product (GDP) (for example a 74 percent contribution in South Africa) and its employment rate. However, to survive in a complex, competitive business environment, service firms are required to focus on their clients’ needs. Banks can focus on their relationships with clients and measure their institutions’ success by considering their customer retention rates. When considering firm-client relationships and customer retention rates, it is important to gather and link the viewpoints of both clients and managers in order to ensure that firms perform according to clients’ needs. In order to establish the influence of selected variables on the relationship marketing and customer retention of banks, from the perspectives of both banking clients and managers, an empirical investigation was conducted. The primary aim of this study was to quantify significant relationships among selected variables; therefore the positivistic research paradigm was used. In addition, in designing the measuring instruments for the empirical investigation, the phenomenological paradigm was used. Thus, in order to use multiple sources of data, the strategy of methodological triangulation was adopted for this study. The samples consisted of banking clients and bank managers in South Africa, Canada and the UK. The empirical investigation conducted among banking clients revealed that significant positive relationships exist between six of the seven identified independent variables, namely communication, personalisation, empowerment, ethics, fees and technology, and banks’ relationship marketing. These relationships imply that, according to banking clients, if each of these aspects in banks improves, bank-client relationships would improve. The empirical investigation conducted among bank managers showed that managers only regard communication and fees as influencers of relationship marketing in banks. This result clearly indicated a difference in the viewpoints of banking clients and bank managers. In addition, the empirical investigation revealed that relationship marketing positively influences the customer retention of banks. This relationship implies that if a bank successfully maintains relationships with its clients, the bank’s customer retention rates will increase. Additionally, the empirical investigation revealed that the population group, education level and country of residence of banking client respondents exerted an influence on the perceptions clients have regarding banks’ relationship marketing and customer retention levels. If banking clients are African or are not educated with a qualification beyond secondary school level or are from Canada, they consider the relationship marketing of a bank to be more important and are more likely to be retained by banks. Generally, the study indicated that Canadian banking clients are more positive regarding the empowerment strategies and personalisation efforts of Canadian banks than South Africans are about those of South African banks. In addition, banking clients in the UK are more satisfied with the communication, fees and use of technology of UK banks than South Africans are about these aspects in South African banks. The study indicated that strategies to improve banks’ communication, personalisation, empowerment, ethics, fees and technology should be implemented by banks in ways to positively influence their relationship marketing and ultimately their customer retention. Strategies relating to each of these areas, successfully implemented by banks in Canada and the UK, are recommended to South African banks. In effect, these strategies will contribute to retail banks’ success, the competiveness in the banking industry, banking client benefits as well as the economic stability and prosperity of South Africa.
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Rasuba, Maanda. "Statistical relationship of customer behavioral characteristics in personal banking." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1165.
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This study investigates the relationship of bank customers’ behavioural patterns based on the customers past transactions, with respect to their profile characteristics. The main aim of this study is to illustrate that different categories of customers (based on demographical variables such as race, gender and age) have statistically significant differences in behaviour, with respect to how they operate their accounts. A theoretical overview on the literature of customer relationship management in the banking sector emphasises the importance of understanding customers to ensure that a business is successful. Four null-hypotheses where formulated based on a general research hypothesis. The data base provided a major South African bank is used to achieve the objectives. Extensive cleaning of the data set was necessary to ensure the validity of the results. The data set had 7860 customer keys. The large data base used contributed to the reliability of the results. The following behavioural variables were used in the study namely, transaction data, average debit and credit transaction amounts and average number of transactions per month. The main results of study indicate that different customer categories have statistically significant differences in behaviour, with respect to how customers operate their accounts. This implies that it is important for the banking sector to consider customer gender differences, age differences and race group differences in the relationship strategies which they employ in their multicultural environment. Further research in the area may be necessary before generalisation can be made on all banking customers.
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Bleske, Adrian. "The antecedents of customer satisfaction in a financial institution : a qualitative study." Thesis, Rhodes University, 2008. http://hdl.handle.net/10962/d1015482.
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The following is a case study report on the Cape Town business unit of Standard Bank Properties. The research project falls within the ambit of services marketing which introduces several unique management challenges for service businesses that sell services as a core offering. The principal aim of the case study is to gain an understanding of why customers bank at the business unit and to discover what aspects are critical to customer satisfaction. A further goal of the research is to examine how the business unit could improve customer satisfaction and to highlight any impediments to further improving customer satisfaction at the business unit. It is generally regarded that quality customer service is essential to building customer relationships and hence the research project emphasis on services marketing and customer satisfaction within a financial services context. The paper commences with an overview of the South African Banking Sector and its unique challenges such as the Financial Service Charter and newly introduced legislation such as Financial Intelligence Centre Act. The case study will specifically investigate the property finance industry and a detailed analysis of the business unit's operations and process flow will also be undertaken. The reason for this background information is to assist the reader to understand how the business unit operates. The research project will investigate four unique differences between goods marketing and services marketing whereafter three theoretical propositions are introduced, namely the dyadic interaction and service encounter, the Service Profit Chain and finally Relationship Marketing. Evidence in the form of a narrative will be led from insights obtained from interviews conducted with customers and staff at the business unit against these propositions with support (or otherwise) from independent surveys and documents from the business unit. The result of this analysis is the identification of several areas of concern specifically: New employees and the service encounter, Problems with FICA, Lack of a customer complaint handling system, Empowerment issues, Turnaround times, Reliance on key staff These insights together with the evidence from the literature review will be analysed and several recommendations made to improve customer service and ultimately customer satisfaction at the business unit. Several recommendations for further research are offered as well as the identification of limitations including but not limited to the specificity of the case study report.
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Mburu, Peris Njoki. "Determinants of customer satisfaction and retention: a survey of the banking industry in Kenya." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1014106.
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Customers have become the lifeblood of any organisation. Without customers, or-ganisations would not exist let alone survive in this competitive global environment (Grigoroudis, Politis and Siskos, 2002). Banks depend on sufficient and sustaining profitability to survive in the global business world. Customers are the source of banks‟ profitability. By satisfying the customer, the bank is able to retain the custom-er and reap maximum benefits from the relationship which ultimately leads to higher profitability. Customer satisfaction has therefore evolved as a strategic business ini-tiative which banks cannot ignore. Retention of the bank customer has become one of the most important objectives of the overall marketing strategy of any bank. In Kenya, the term „customer service‟ came to the fore just over fifteen years ago when banks started acquiring customer service departments. Since then, many cus-tomer training programs for staff have been put in place to transform the image of the customer as not just a profit-maker for the banks but as a human being with needs, which if not fulfilled will cause the customer to look for alternatives in the market. Training has focused on the bank staff whose customer handling skills have been sharpened. In spite of this, no empirical study has attempted to find out if the intended satisfaction of the customer has been achieved or not, which is indicative of little or no attention being given to this important phenomenon. In Africa, with the ex-ception of South Africa, empirical studies on customer satisfaction in the banking in-dustry are few. This gap presented the motivation for this study. The primary objective was to establish the determinants of customer satisfaction and retention in the Kenyan banking industry. The secondary objectives were to establish the relationship between socio-economic factors and customer satisfaction in Ken-yan banks; secondly, to determine whether bank-related factors influence customer satisfaction in Kenyan banks; thirdly, to identify the various strategies known to cus-tomers and employed by Kenyan banks to ensure customer satisfaction and customer retention and finally, to analyse the relationship between customer satisfaction and customer retention in Kenyan banks. The study adopted a descriptive survey design to suit the target population which was dispersed over a wide geographical region spanning the entire Kenya. The tar-get population included every bank customer in Kenya. Both qualitative and quantita-tive data were used. The data collection instrument was a self-administered ques-tionnaire that contained both closed and open-ended questions. Statistical tests were done using Pearson, Chi Square, Anova, Pearson Correlation and Multi-linear re-gression. Data were presented using frequency distribution tables, percentages, cross tabulation and pie charts. The findings indicated a positive relationship be-tween bank-related factors and customer satisfaction and retention. The conclusion was that if banks improved on factors like quality service, staff orientation towards customers, availability of management and ATM uptimes just to name a few, propor-tionately, customer satisfaction and retention would be enhanced. Finally, recommendations based on the findings were made to the Kenyan banks highlighting antecedents which would enhance the customers‟ satisfaction and reten-tion in the Kenyan banking industry.
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Simpson, Eric Phillip. "Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization." Thesis, University of North Texas, 2006. https://digital.library.unt.edu/ark:/67531/metadc5211/.
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In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an increasingly important area of investigation. The goal of this research is to analyze the relationships that exist between these three variables: employee satisfaction, customer service quality, and customer satisfaction in a mid-sized retail bank. Data from three separate surveys collected during the same time period in 137 branches of a regional bank are analyzed using multiple regression analysis to determine whether relationships and interactions exist at a banking center level. While results of the analyses did not show a significant relationship between the variables, issues relevant to this determination are discussed and conclusions drawn regarding the nature of these constructs.
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Tsui, Kin-kei Ivan, and 徐建基. "Analysis of internet banking services for Hong Kong banking industry: the case of Hong Kong Bank." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1996. http://hub.hku.hk/bib/B31267725.
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Cupp, Nicole Leshaan. "Perceptions on the use of social media in the banking industry." Thesis, Nelson Mandela Metropolitan University, 2015. http://hdl.handle.net/10948/5489.
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As banks operate in a competitive environment, it is important for managers and marketers to identify how customer satisfaction and customer retention levels can be can be improved through social media aspects. Although models of customer satisfaction and customer retention have been well researched for client products/services, the literature available on social media as a marketing tool is limited in quantity compared to other more established areas of marketing. This research study reviews existing literature on the banking industry in terms of its characteristics and challenges. Literature on customer satisfaction and customer retention as relevant to the banking industry is reviewed, as well as how social media aspects can improve customer satisfaction and customer retention. Thus the primary objective of this study is to identify the social media aspects (benefits, clients’ trust and content) that influence the intervening variable (customer satisfaction) and dependent variable (customer retention) in the banking industry. An empirical investigation was undertaken to establish whether the independent variables; namely benefits, clients’ trust and content as related to social media can possibly influence customer satisfaction and ultimately customer retention in the banking industry. A positivistic research paradigm was followed for this study. Quantitative data was gathered by distributing questionnaires to a sample of bank clients and managers. The sample size consisted of 150 bank clients and 30 bank managers in the Nelson Mandela Metropolitan area in South Africa. The questionnaires were statistically analysed using the computer programmes Microsoft Excel and Statistica Version 12.0. The validity of the study was measured by utilising Exploratory Factor analysis. Cronbach’s Alpha correlation coefficients were calculated to measure the reliability and internal consistency of the measurement instrument of this study. Data was analysed in four phases. Descriptive statistics concerning the respondents and variables were calculated for this study. The validity of the measuring instrument was tested by performing EFA to consider construct validity. Thereafter, the internal reliability of the data was assessed using Cronbach’s Alpha correlation coefficients. Pearson’s product-moment correlation coefficients and multiple regression analyses were calculated. Through multiple regression calculations, the relationships predicted by the four hypotheses were analysed. Finally, t-tests and analysis of variance (ANOVA) tests were conducted. The empirical investigation revealed that significant positive relationships exist between the independent variables benefits, trustworthy content and the intervening variable customer satisfaction, as well as between these two independent variables and the dependent variable customer retention. From the empirical results it was concluded that if banks offer benefits and trustworthy content to their clients through social media channels, clients are likely to be satisfied with and retained by their bank. This study established and confirmed the significant positive relationship that exists between customer satisfaction and customer retention in the banking industry. All bank managers and marketers will benefit from the empirical results as well as the recommendations of this study on how to improve customer satisfaction and customer retention through social media channels which will ultimately improve the performance of banks.
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Cheng, Ka-yee, and 鄭家怡. "The retail distribution strategy for Hongkong Bank." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1993. http://hub.hku.hk/bib/B31265583.
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Bothma, Tracy. "The impact of customer relationship management on retail banking using self-service channels." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1013654.
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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.
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Ndlovu, Sinqobile Khobotho. "Have the continuous improvement (CI) efforts at Absa Bank's Horizon Medium Business Banking Unit, in the Gauteng West Region successfully addressed the key concepts of continuous improvement as set out by Trollip, 2008?" Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/904.
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Success in today’s highly competitive financial sector requires an organization to have a sustainable competitive advantage that would distinguish it from the rest. Products offered by financial organizations are naturally the same and the quality of service plays a critical role in terms of creating the much needed competitive advantage. This calls for the implementation of quality initiatives like Continuous improvement (CI). This paper investigates the extent to which CI efforts at the Horizon business unit of Absa corporate and business banking have successfully addressed the key concepts of CI set out by Trollip (2008). A literature survey was undertaken into the elements and benefits of CI. Questionnaires were sent to all employees of the business unit for their views on CI and the impact, they believe it has on the unit’s endeavors to deliver faster, defect free, innovative products/services, whilst achieving tougher goals. In conclusion the research paper led to recommendations to improve the CI efforts at the Horizon business unit. The research also confirmed the importance of the commitment of all employees is essential for the success of CI efforts in improving the quality of service offered by an organization.
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Hou, Pingyu. "Customer relationship management for banking system." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2635.
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The purpose of this project is to design, build, and implement a Customer Relationship Management (CRM) system for a bank. CRM BANKING is an online application that caters to strengthening and stabilizing customer relationships in a bank.
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Anani, Ajibola Plakunle. "Attracting and retaining customers in South Adrica's banking sector." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1532.
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The business environment and the economy of the society today are continuously witnessing the impact of globalisation. Telecommunication advancement and transportation has greatly made the impact of globalisation to be felt. Globalisation though argued to have its merits and its demerits have resulted in fierce competition amongst businesses. The banking industry is not isolated from these competitions. Any business wishing to survive and stay profitable in the recent world must be able to compete in the global economy. Hence, for any bank to sustain itself and remain profitable it must be able to withstand the competition in the environment it operates. To be able to compete in the banking industry means delivering better services to customers than competitors. This study presents how the South African banks can satisfy their customers and remain profitable in the face of competition. The South African banking industry consists of local and foreign banks and these banks compete for customers in the environment in which they are located. Increase in different branches by different banks has made the competition even fierce. In other to suggest recommendations for the South African banks to satisfy their customers and become profitable, the researcher identified some problem areas that need to be improved upon. These include customer loyalty, relationship banking and electronic banking. These variables were researched to understand how they affect the banks and the customers and where tested using both a qualitative and a quantitative analysis to ascertain if the customers were satisfied with the banks‟ approach of managing these variables. The results indicated that the customers were satisfied to a lesser extent. Any bank wishing to satisfy its customers and remain profitable in other to compete in the industry needs to satisfy the customer to a large extent. Therefore, recommendations where suggested based on the empirical results to help improve the banking industry‟s ways of attracting and retaining customers. The former will lead to customer satisfaction which again will lead to increased profitability.
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Zhang, Dongmei. "Customer switching behaviour in the Chinese retail banking industry." Lincoln University, 2009. http://hdl.handle.net/10182/1789.
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With the intense competition and increasing globalization in the financial markets, bank management must develop customer-oriented strategies in order to compete successfully in the competitive retail banking environment. The longer a bank can retain a customer, the greater revenue and cost savings from that customer. However, customers are also more prone to changing their banking behaviour when they can purchase nearly identical financial products provided by the retail banks. In order to stay competitive, bank managers need to understand the factors that influence and determine consumer’s bank switching behaviour. With China's accession to the World Trade Organization (WTO), their financial services market was liberalized and deregulated. As a result, customers have a greater choice between domestic and foreign banks. Furthermore, the emergence of the internet allows customers to access financial products without limitation, and increases the Chinese retail banks’ ability to prevent customers’ switching banks. This study identifies and analyses the factors that influence bank customers’ switching behaviour in the Chinese retail banking industry. The findings reveal that Price, Reputation, Service Quality, Effective Advertising, Involuntary Switching, Distance, and Switching Costs have an impact on customers’ bank switching behaviour. The results also reveal that the Young Age and High Income Groups are more likely to switch banks. In general, the results of this research allow service marketers and practitioners to develop and implement services marketing strategies to decrease customer defection rates, and in turn, increase bank profits. Furthermore, this research provides useful information for future researchers who study switching-behaviour in the banking industry.
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Davies, Gareth M. "An empirical study of client satisfaction with service recovery within a South African banking institution." Thesis, Rhodes University, 2004. http://hdl.handle.net/10962/d1003845.
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In many industries, service is the critical determinant of success or failure. Service failure is almost inevitable, and this has the potential for the organisation to lose its customer. However, if implemented successfully, Service Recovery can rectify the breakdown in service, and turn angry, frustrated customers into loyal ones. Service Recovery is vital for profitability, especially for companies operating in the services market, like First National Bank (FNB). Unfortunately, few service firms know how satisfied customers are with their Service Recovery efforts, and FNB is no exception. This study attempted to rectify the situation, to ensure that the bank does not fail its customers a second time. The major focus of the study is to assess client satisfaction with Service Recovery (SR) from FNB. By using the RECOVSAT instrument (developed by Boshoff in 1999), the study aims to establish how effective FNB was in terms of the six dimensions of SR, namely communication, empowerment, feedback, atonement, explanation, and tangibles. The relationship between each of the dimensions and customer satisfaction, as well as between customer satisfaction and loyalty, was measured, and a hypothesis for each relationship rejected or accepted. The empirical results show that, from 702 complainants, a RECOVSAT score of 68% was computed, which could be regarded as only satisfactory. The dimensions of communication, explanation, atonement, and empowerment, had the strongest positive correlation with customer satisfaction, while feedback and tangibles, although positively correlated, were not statistically significant, and thus not as important as the first four dimensions. FNB performed best on tangibles (81%), then communication (75%), explanation (70%), atonement (68%), empowerment (62%), and lastly feedback (51%). The study reinforced the view that customer satisfaction is positively related to loyalty. Other findings were that, administration and errors were the most frequent complaints, followed by pricing, fees, and interest, while time delays/waiting were the third most numerous. Over 54% of complainants had been with the bank for over 10 years, which could be a problem if the customers had left the bank, as the profitability of a customer generally increases with time. Age and gender did not appear to be factors that influenced behaviour of complainants. In terms of the managerial implications, it is recommended that FNB implement a Customer-Complaint-Handling (CCH) system that is both national and inter-group. The bank should also focus on empowering employees, improving communication skills, explaining to customers why the problem occurred, apologising, and offering some atonement. By adopting the recommendations, FNB should improve their service recovery, and as a consequence, their customer satisfaction and loyalty, and profitability should also increase.
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Chowdhury, Mohammad Jahingir Alam. "Microcredit, enhancement of entitlement and alleviation of poverty : an investigation into the Grameen Bank's role in Bangladesh." Thesis, University of Stirling, 2000. http://hdl.handle.net/1893/2273.
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In developing countries, especially in Bangladesh, poor people are excluded from the formal financial sector credit services through the collateral requirement to receive a loan. Informal financial sector sources, especially moneylenders, are exploitative in nature. Therefore, poor people do not receive the minimum amount of capital, which is required to start any income generating activity, from either of the financial sector sources. The Grameen Bank initiated the microcredit programme in Bangladesh around 1976, to alleviate the poverty of poor households through providing them with the minimum amount of capital as credit without collateral and exploitation. The present study evaluates the impact of microcredit on the poverty of borrowing households. Both quasi-experimental as well as non-experimental designs have been formulated to achieve the objective. The survey-design covers one group of households (programme households), which have already received more than one loan, and another group of households (comparison households), which have just joined the programme. This study goes beyond earlier studies by developing a comprehensive framework, which covers income, consumption, assets, basic-needs, living standards, entitlement, poverty, and poverty risk of households, for assessing the impact of microcredit on the poverty of borrowing households. This study uses both subjective as well as objective measures of poverty for determining the poverty status of households. The present study compares income, consumption, basic-needs, some proxies for living standards, poverty, and poverty risk of programme households with those of comparison households to assess impacts of microcredit. On the basis of the results obtained, the study argues that microcredit increases income, consumption, expenditure, and assets of borrowing households. Through increasing income and assets, microcredit enhances entitlement of borrowing households. Microcredit also improves fulfilment of basic-needs and living standards of borrowing households. Finally, this study argues that microcredit reduces poverty risk and alleviates poverty of borrowing households significantly.
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Meyer, I. T. "Challenges facing a financial insitution to improve service quality and customer retention." Thesis, Port Elizabeth Technikon, 2001. http://hdl.handle.net/10948/45.
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The financial industry and more specifically Retail banking is a very competitive industry. The profit margins are shrinking with the entrance of newcompetitors into the market place. During the last two to three years various foreign banks have opened offices in South Africa, cherry picking the high net worth customers fromthe traditional high street banks. The product range between these banks is the same, maybe at times presented in a different wrapping. The one differential factor between the various banks is service and the quality thereof. The researcher, being a banker, decided to investigate how to improve the quality of service which is the main problemof this study. The secondary problems or subproblems are: * How to solve service breakdown? * How to retain customers after a service breakdown? The researcher first did a literature survey focusing on the key drives of this research namely: * Improving quality service. * Problem resolution. * Customer retention. An empirical investigation was also undertaken focusing on the personal market segment and the high net worth individuals. The demarcation of the survey was restricted to a specific area on the South Coast of KwaZulu Natal, and in particular the retail market and three specific branches on the South Coast, namely: * Scottburgh; * Margate, and * Port Shepstone. The main finding of the empirical survey indicates an average service rating of 8.38, which is in excess of the financial institution’s national service objective of 8.22 for 2001. This indicates that in most areas the service quality of this financial institution is good. The results fromthe literature survey as well as the empirical investigation indicated that service quality can only be achieved through a collective effort from all role players within the bank. The resolution of service breakdown needs to be controlled and managed to rectify breakdowns effectively within specific time limits that are acceptable to the individual customer. The barriers to retain customerswill become less effective should the financial institution not be able to restore or improve service quality for their customers.
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Lai, Pui-ming Amy, and 黎沛明. "Service quality in banking: a longitudinal study in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1996. http://hub.hku.hk/bib/B31267245.
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Lok, Lai-mai, and 駱麗梅. "An exploratory investigation of the determinants of satisfactory service quality in corporate bank operation." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1995. http://hub.hku.hk/bib/B31266733.
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Richter, Leonie. "The relationship between customer satisfaction and revenue: an empirical study within the corporate banking division of a South African bank." Thesis, Rhodes University, 2013. http://hdl.handle.net/10962/d1006169.
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This is a quantitative study which explores whether there is a positive relationship between customer satisfaction as perceived by corporate customers and revenue generated from such customers of the corporate division of a single South African bank. This research report has three sections, namely the (1) academic paper which comprises a condensed literature review, research methods, results and discussion, (2) an expanded literature review, and (3) an expanded research methodology. Although these three sections are interrelated, they may be considered stand-alone documents. A review of literature contends that customer satisfaction has been a topic of interest for over four decades when, in 1965, the concept was first introduced to literature by Cardozo. Even in these early stages it was hypothesized that higher customer satisfaction would lead to repeat purchasing and cross selling. Thus, for some time, researchers have proposed that a link exists between customer satisfaction and a company’s bottom line, ultimately alluding to the notion of positive associations between customer satisfaction, revenue and profitability. The corporate banking division of a South African bank has dedicated significant time and economic resources to monitoring and improving the satisfaction of their corporate customers each year. With a focus on this single corporate banking division, this quantitative study used secondary customer satisfaction data to establish whether a positive relationship between customer satisfaction with a bank representative or more formally termed, the ‘transactional banker’ (TB) and revenue at an account level exists. The study used a one-dimensional customer satisfaction construct summated from several variables or a one-dimensional multi item scale. This quantitative study made use of secondary data obtained through customer satisfaction surveys conducted with the division’s clients in three waves during September 2010, March 2011 and September 2011. At the time of data collection, telephone interviews were conducted with individuals in corporations who were customers of the corporate division within the bank. These individuals in their respective corporations were identified and surveyed because they (a) managed the primary relationship of the corporation with the banking division and (b) were senior financial decision makers of their organization’s (i.e. had the ability to influence a decision to change banks). Sample sizes of 273 (September 2010), 259 (March 2011) and 310 (September 2011) individual corporate customers were achieved through a method of stratified sampling. In this study, customers were stratified according to the TB who is responsible for their account. Within each stratum a random sample of 10 – 15 participants were included for each of the 30 TB’s. Monthly revenue data, recorded as a) credit revenue, b) overdraft revenue and c) total revenue was sourced from internal company records for each month from September 2010 to January 2012. Pearson’s correlation coefficient was used to assess whether a positive correlation between the two variables of customer satisfaction and revenue exists. This was followed by Ordinary Least Square Regression to investigate the magnitude and nature of the relationship between customer satisfaction and revenue using customer satisfaction as the independent variable and revenue as the response variable. Cronbach’s alpha was also used for internal scale validity. The results of the research indicated no statistically significant relationship between a customer’s satisfaction with the performance of their TB and either the credit, overdraft or total revenue generated from such a customer through their account. By highlighting this, these findings, nevertheless, contribute to the growing body of knowledge examining the impact of customer satisfaction efforts on revenue. On the basis of the findings of this study, it cannot be practically recommended that customer satisfaction efforts be terminated or changed within the organization of study owing to several study limitations which were present. Firstly, the study was hampered by small sample sizes due to a lack of the availability of revenue data in some instances, particularly in the case of overdraft revenue. Secondly, the study only focused on a single bank account held with the bank and increases and decreases in revenue based on the balances held within that single account. Since one of the purported consequences of improved customer satisfaction is the purchase of additional products, the current design of the study does not take into account the take up of additional accounts or banking products with the bank. Thus, an increase in revenue for the bank as a whole due to the purchase of additional accounts may be masked. Similarly, the scope of the study does not extend to examining the effect of recommendations made by these corporate customers to others and hence growth of divisional or bank revenue due to the addition of new customers. Finally, this quantitative study does not examine revenue growth when compared to customer satisfaction improvements over time due to a limited sample of customers taking part in the study over a number of periods as well as incomplete revenue data. The recommendations for future research are to examine the relationship between changes in customer satisfaction and changes in revenue at divisional level in the long run within the South African banking industry as the impact of an increase in customer satisfaction may be obscured by salient factors in the short run. It is also suggested that future research look at the correlation between dissatisfaction and revenue, where adequate sample sizes are available. Theoretically, the results of this research do bring into serious question the universal application, especially in the context of the South African banking industry of the Service Profit Chain and Satisfaction Profit Chain which propagate the existence of a positive relationship between customer satisfaction and revenue.
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Ab, Wahab Norailis. "Dimensions of service quality and service climate : a study of bank customers and employees in four local Malaysian banks." Thesis, University of Stirling, 2009. http://hdl.handle.net/1893/1297.
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In spite of the rapid growth and internalization of banking services in particular, managers first need to correctly identify the antecedents of what the local consumer perceives as service quality and its link to service climate, thus the strengths of this relationship would be beneficial as a global competitive tool. Although significant studies had been done regarding issues and factors contributing to service quality and service climate in the banking industry, very little has been published regarding the connection between perceptions of these dimensions. The purpose of this study is to describe an accomplished research to determine whether Malaysian local bank customers’ perceptions of service quality and its dimensions relate to employees’ perceptions of service climate and its dimensions; and to ascertain whether various background elements’ reported differences influence the relationships between the dimensions of service quality and service climate. This study encapsulated two phases of survey with open-ended and close-ended questionnaires consecutively. The researcher employed the Profile Accumulation Technique in the first phase and from the respondents’ results, close-ended questionnaires were constructed with responses from four local banks in Malaysia, corroborated together with previous scholars’ findings. Several analyses were carried out such as demographic, reliability, validity, performance, non-parametric and parametric tests and elaboration analysis. The main findings produced nine dimensions of service quality (Automated Teller Machine; corporate image; customer interaction and customer service; online and phone banking; physical feature and facilities; products and services; rates and charges; management and staff) and eleven dimensions of service climate (benefit, bonus, reward and salary; corporate image; customer service; facilities; organization; department and branch; management; organization output; products and services; workforce; myself). There were significant relationships between service quality and service climate dimensions. Respondents’ characteristics influenced the strength of the relationships between dimensions, service quality and service climate. Consequently, the results offered significant implications for participating banks to improve quality in their environment concerning their employees and customers; using customer-oriented processes and training programs within an increasingly diverse marketplace. Economic development, the political situation, socio-cultural system and the level of sector maturity do need to be considered by managers and policy makers so as to investigate their influence on service quality and service climate.
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Al-Eisawi, D. D. "Modelling service excellence : the case of the UK banking sector." Thesis, Coventry University, 2013. http://curve.coventry.ac.uk/open/items/fa8295d4-7213-4af2-8f9a-ed8d946d36df/1.
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Assessing performance, quality, and excellence in services are critical topics in the literature. As such, this thesis evaluates aspects related to conceptualisations and measurement models across different disciplinary perspectives. This thesis develops, and validates a multiple-item scale for Modelling service excellence in the UK retail banking sector, according to the perceptions of customers. The scale development method follows Churchill’s (1979) well founded process, and is informed by Anderson and Gerbing’s (1988), and Rossiter’s (2002) guidelines. The model estimates whether the hypothesised antecedents are considered valid for identifying banks which provide excellent services. The findings reveal that reputation, rates, innovation, and technology significantly determine service excellence. This thesis was undertaken in a critical timing, between 2007 and 2012. During that time, the economy and particularly, the banking sector faced a major credit crunch and crisis of confidence in the sector per se. The crisis caused banks to rethink their competitive positioning by re-assessing their strengths (Akdag et al. 2011). Hence, initiating a differentiation between quality and excellence in services was essential. Overall, this thesis contributes to the literature by offering an integrated solution to assessing service excellence, from concept definition and differentiation, to scale development and validation. A new definition of services excellence is introduced and components of services excellence are identified. Hence, distinguishing between service quality and service excellence. Furthermore, the relationship between service excellence and its determinants is explored. Based on an updated set of antecedents and corresponding items, the measurement model provided in this thesis is considered as one of the best available options, realised by testing the postulated hypothesis and the alternative model testing.
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Madzivhandila, Rofhiwa. "Investigating factors affecting customer retention at Nedbank South Africa." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020100.
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The banking sector plays an important role in the economy of any country across the world. The recent financial crisis shows how much of the world’s economy is influenced by the banking sector. There are different roles that banks play in contributing to the operation and growth of an economy. Their role spreads from that of intermediary to that of provider of payment clearing services. Banks are an important and integral part of any economy. According to a study by Greenberg & Simbanegavi (2009), the South African banking sector is fertile ground for high levels of competition amongst its players. This competition is important for the proper working of the modern economy. According to Van Leuvensteijn et al. (2008), because banks act as the main vehicle for monetary policy, reduced competition in the banking sector can hinder the efficiency of monetary policy. As a result of the competition in the banking sector, customer retention is a key component of banks’ strategies in today’s market. The main aim of the study was to investigate factors affecting customer retention at Nedbank South Africa. The study focused on the institutional causes of bank customer defection and sought to investigate the effects of three factors (Customer service quality, Satisfaction with product, and Switching costs) on Customer Retention. This study showed the importance of customer retention and more importantly how the mentioned three factors affect customer retention at Nedbank South Africa. One of the highlights that came out of this research was that 50 perscent of the respondents were either considering closing their account or were likely to close their account within the next 12 months. In conclusion, these three factors were found to be important in the customer retention strategy of the bank. Recommendations were presented by the author on how to integrate the factors into a retention framework that can contribute to the profitability of the bank. Areas of future research that can be helpful to the bank were also highlighted by the author.
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Saueressig, Márcio Vanderlei. "Operações de serviços, qualidade percebida e lealdade : um estudo no setor bancário." reponame:Repositório Institucional da UCS, 2015. https://repositorio.ucs.br/handle/11338/1149.
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O ambiente das operações de serviços lança desafios às organizações e a seus gestores, principalmente por envolverem o cliente no ato de consumo do serviço. Os efeitos da tecnologia e da globalização torna esta situação ainda mais desafiadora. Somado a isto, a importância de prestar serviços que vão ao encontro daquilo que o mercado deseja, como forma de fidelizar clientes num mercado cada vez mais exigente. Evidências de estudos apontam para a estratégia da lealdade como uma maneira de formar uma base de clientes sustentável, proporcionando lucros crescentes ao longo do tempo. Neste contexto, este estudo foi desenvolvido com o objetivo de verificar a interferência da qualidade percebida dos serviços, da linha de frente e retaguarda, na lealdade dos clientes pessoa jurídica (PJ) num Banco. O estudo é composto por duas etapas, uma qualitativa exploratória e outra quantitativa descritiva. A etapa qualitativa, através de entrevistas semiestruturadas em profundidade teve como propósito coletar percepções de gestores e clientes do Banco que ambientou a pesquisa, que proporcionassem subsídios para o aprimoramento do instrumento de coleta aplicado na etapa quantitativa. Através de uma survey, foi aplicado um questionário com 48 questões cuja escala de qualidade de serviços SERVPERF e a escala de lealdade de Santos (2001) tiveram adicionadas 20 questões oriundas das entrevistas da etapa qualitativa. Como resultados, a etapa qualitativa contribui com uma proposta de escala adaptada para o contexto atual do setor bancário clientes PJ. Na etapa quantitativa, os fatores empatia, segurança e resposta formaram um modelo que representa 62% de poder de explicação do comportamento de lealdade dos 129 clientes que compuseram amostra. A ANOVA – Análise da Variância foi realizada para a comparação entre as médias de avaliação da qualidade e lealdade entre diferentes grupos de clientes. Os resultados permitem concluir que as respectivas médias de avaliação são mais elevadas para clientes com maior grau de relacionamento com o Banco, apresentando maiores níveis de significância para clientes que operam com crédito e clientes que afirmaram que o Banco é sua principal instituição financeira em volume de negócios. Ao final, são destacadas algumas implicações teóricas e gerenciais do trabalho, assim como limitações da pesquisa e sugestões para estudos futuros.Submitted by Ana Guimarães Pereira (agpereir@ucs.br) on 2016-05-11T18:07:39Z No. of bitstreams: 1 Dissertacao Marcio Vanderlei Saueressig.pdf: 1034254 bytes, checksum: 880e68b3f64769e7e56b7b385440b125 (MD5)
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The environment of services operations poses challenges to organizations and their managers, mainly because they involve the customer in the acts of consumer service. The effects of technology and globalization, makes the situation even more challenging. Added to this, the importance of providing services that meet what the market wants, in order to retain customers in an increasingly demanding market. Studies evidences point to a strategy of loyalty as a way to form a sustainable customer base, providing increased profits over time. In this context, this study was conducted in order to verify the interference of the perceived quality of services, the front and back office, at the loyalty of corporate customers in a Bank. The study consists of two phases, an exploratory qualitative and other quantitative descriptive. The qualitative stage, through semi-structured and in-depth interviews aimed to collect perceptions of managers and customers of the Bank who was the environment of the research. That would provide subsidies for the improvement of the collection instrument applied to the quantitative stage. Through a survey, a questionnaire was administered to 48 questions whose range of quality services SERVPERF and the scale of loyalty to Santos (2001) had added 20 questions derived from interviews of qualitative stage. As a result, qualitative stage contributes a proposal to scale adapted to the current context of the banking industry corporate customers. In the quantitative stage, the empathy factor, security and response formed a model that represents 62% of explanatory power of the loyalty behavior of 129 customers that composed the sample. ANOVA – Analysis of Variances was performed to compare the means of assessing the quality and loyalty among different customer groups. The results show that the respective means of evaluation are higher for customers with a higher level of relationship with the Bank, with higher significance levels for customers that operate with credit and customers who said that the Bank is a leading financial institution in volume Business. Lastly, the paper highlighted some theoretical and managerial implications of the work, as well as limitations of the research and suggestions for future studies.
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Botes, Antoon Abraham Adriaan. "Assessing the impact of customer relationship management on customers in ABSA's Western Cape corporate and business banking division." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/80642.
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Thesis (MBA)--Stellenbosch University, 2008.ENGLISH ABSTACT: Many organisations implement customer relationship management (CRM) systems and processes but very few are able to obtain noticeable successes or even measure the successes. The successful implementation of CRM can have a very positive effect on customer service. Not only will it improve customer satisfaction, but it will increase customer loyalty and also lead to repurchases. Improved customer relationships will have a positive effect on profitability since it will reduce costs and the longer the relationship the higher the profits will be. Firms should know the long-term value of their clients and the lifetime value of their customers should be calculated, otherwise the value of existing customers will not be appreciated, and the loss of value that follows from departing customers will not be fully understood. It is critical for any organisation to employ highly professional and trained staff who can interact with customers in such a manner that their needs are satisfied and that value is optimised. In Absa‟s case the relationship executives need to have regular contact with their customers and they need to understand the industries within which the customers operate. They also need to have a very good product and service knowledge. In the research done for this report, the author researched CRM, customer service and relationship marketing. The CRM model which was implemented in the medium business segment of Absa Corporate and Business Bank in the Western Cape was analysed as was the new operating model which was implemented in April 2007. Customers and relationship executives were presented with questionnaires which had to be completed. These questionnaires dealt with the implementation of CRM and the impact, if any, it had on customer service. Conclusions and recommendations were made based on the research and findings.
AFRIKAANSE OPSOMMING: Baie organisasies implementeer kliënteverhoudingsbestuur in een of ander vorm maar baie min van hierdie organisasies slaag daarin om enige merkbare verskil aan hul kliëntediens te maak. Geen of weinig suksesse word behaal en word in die meeste gevalle nie eers gemeet nie. Die suksesvolle implementering van 'n kliënteverhoudingsbestuursproses kan 'n baie positiewe uitwerking op kliëntediens teweegbring en kan ook veroorsaak dat kliënte baie meer lojaal teenoor organisasies word en sodoende ook herhaalde aankope maak. Sterker kliënteverhoudings kan 'n positiewe uitwerking op winsgewendheid veroorsaak aangesien dit kostes sal verminder en hoe langer die verhouding, hoe hoër sal die winsgewendheid wees. Organisasies behoort die waarde wat in langtermyn verhoudings gesetel is, te verstaan en hierdie waarde behoort bereken te word. Die berekening van die waarde van langtermyn verhoudings sal organisasies in staat stel om die waarde van bestaande kliënte te waardeer en die impak van die verlies van hierdie kliënte te kan begryp. Dit is krities belangrik vir enige organisasie om hoogs professionele en opgeleide personeel aan te stel wie aan kliënte se behoeftes kan voldoen op so 'n wyse dat die maksimum waarde van die verhouding ontgin word. In Absa se geval moet die verhoudingsbestuurders gereelde kontak met hulle kliënte hê en moet hulle die industriëe waarin hulle kliënte funksioneer, ten volle verstaan. Hulle moet ook 'n baie goeie produkkennis en 'n begrip van kliëntediens hê. Die navorsing wat vir hierdie verslag gedoen is, fokus op kliënte verhoudingsbestuur, kliëntediens en verhoudingsbemarking. Die verhoudingsbestuurmodel wat in die medium segment van Absa Korporatiewe en Besigheidsbank in die Weskaap geïmplementeer is asook die nuwe bedryfsmodel wat in April 2007 geïmplimenter is, is volledig ontleed. Verhoudingsbestuurders en kliënte het vraelyste voltooi wat gehandel het oor verhoudingsbestuur en die impak, indien enige, wat dit op kliëntediens gehad het . Gevolgtrekkings en aanbevelings is gedoen, gebaseer op die navorsing en bevindings wat gemaak is.
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Palmer, Lydia. "An evaluation of "on-line" banking web sites in South Africa to determine essential design criteria." Thesis, Rhodes University, 2004. http://hdl.handle.net/10962/d1007667.
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The use of the Web to carry out business on the Internet has become a viable option in all business sectors, and Internet banking in South Africa is no exception. The nature of business on the Internet in South Africa and the World is investigated. The extent of Internet banking in South Africa is ascertained and the expectations and perceived problems of online bankers are discussed. The importance of Human Computer Interface and Web Interface Design for successful business is promoted with a discussion of their guidelines and principles. Web Evaluation techniques and Tools are assessed and The "Gartner" Web evaluation tool is selected to evaluate the three bank Web sites. The results of the evaluation indicate that there are several generally well implemented design criteria used by all of the banks while some criteria are not implemented at all. Each bank is discussed individually to identify strong and weak features of their Web site design. Essential aspects of Web design have been proposed for inclusion during the design of "online" Banking Web sites.
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Conradie, Mia. "The influence of a vertical service line extension on existing customers’ perceived brand image in the case of Capitec and Absa Bank." Thesis, Stellenbosch : Stellenbosch University, 2014. http://hdl.handle.net/10019.1/86460.
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Thesis (MComm)--Stellenbosch University, 2014.ENGLISH ABSTRACT: In the financial service sector, specifically the banking sector, the competition for market share has become fierce. South Africas‟ Big Four banks (Absa, FNB, Standard Bank and Nedbank) are currently threatened by Capitec‟s simplified business strategy. Capitec is not just retaining customers, but also attracting new-to-bank customers and customers from other banks. Capitec‟s strategy has led to an increase in competitive rivalry among the banks. The Big Four banks are struggling to retaliate against Capitec‟s innovation, creating a situation where only the strongest will survive. The reason for this competition is Capitec‟s move to target the higher-income market, since they are changing the profile of their original customer base. On the other hand, Absa is counter-attacking by targeting Capitec‟s primary market that consists of lower-income groups. Both Capitec and Absa are initiating vertical service line extensions (VSLE). The difference between the two banks‟ strategies is the direction of the vertical extension, where Capitec is utilising an upward VSLE, and Absa is utilising a downward VSLE. Not enough attention has been given to service line extensions compared to extensions of tangible products. In this study the focus is on vertical line extensions within the service sector and more specifically the banking sector. The primary objective is to investigate the influence attitudes towards a vertical service line extension (VSLE) have on current customers‟ perceived brand image. Furthermore, the difference between customers‟ attitudes towards a bank pursuing an upward vertical service line extension and one pursuing a downward vertical service line extension, is investigated. The secondary objectives of the study are to assess whether or not (1) perceived quality influence customers‟ attitudes towards a VSLE; (2) perceived status fit influence customers‟ attitudes towards a VSLE; (3) customers‟ perceived fit between their self-image and the communication, influence attitudes towards a VSLE; (4) attitudes towards a VSLE influence brand image; (5) there is a difference between customers‟ brand image, perceived quality, perceived fit, and self-brand communication fit of a bank that introduced an upward extension and one that introduced a downward extension. In the case of an upward VSLE (Capitec), the results suggest that perceived quality was the only variable that significantly influenced attitudes towards the VLSE. On the other hand, in the case of a downward VSLE (Absa), perceived quality and communication fit significantly influenced attitudes towards a VSLE. Furthermore, attitudes towards the VSLE did significantly influence brand image in both an upward and downward extension. Perceived status fit was the only variable that did not significantly influence attitudes towards a VSLE in both an upward and a downward extension. It emerged that the attitudes of customers from a bank initiating an upward extension (Capitec) differ from customers from a bank initiating a downward extension (Absa). Capitec and Absa customers differ in their evaluation of perceived quality, status fit, communication fit and brand image. The greatest difference among the two customer groups were caused by communication fit and perceived brand image. In this study Capitec customers evaluated their bank more favourably than Absa customers did. This result can be attributed to the direction of the extension and customers feelings towards it. It was advised that managers should thoroughly investigate the benefits and risks in implementing an upward or downward VSLE, since this study concludes that in either case brand image will be influenced.
AFRIKAANSE OPSOMMING: In die Suid-Afrikaanse mark het die kompitiese tussen banke geweldig gestyg soos die banke meeding om mark aandeel. Die Groot Vier banke (Absa, FNB, Standard Bank en Nedbank) word tans uitgedaag deur Capitec se eenvoudige dienslewering strategieë. Capitec is besig om dienste te lewer aan hul huidige kliënte, asook die gedeelte in die mark wat nog nooit voorheen van bankdiense gebruik gemaak het nie. Verder, is Capitec besig om kliënte van ander banke af te rokkel. Die Groot Vier sukkel om mee te ding met Capitec se innovasie rondom algemene bankdienste. Dus, word daar nou 'n situasie in die finansiële sektor geskep waar net die sterkstes sal oorleef. Die rede vir hierdie mededinging in die mark is as gevolg van Capitec se beweging na 'n hoër-inkomste mark. Die oorspronklike kliënte-profiel van Capitec word nou op ʼn prominente wyse verander. Absa, daarteenoor is besig om Capitec teë te werk deurdat hul laer-inkomste markte infiltreer. In beide gevalle is Capitec en Absa besig om 'n "vertical service line extension (VSLE" te implementeer. Die verskil tussen die twee banke is die rigting van die VSLE, waar Capitec 'n opwaartse VSLE implementeer het en Absa 'n afwaardse VSLE implementeer het. In die huidige literatuur word daar nie genoeg aandag gegee aan "service line extension" in vergelyking met "product line extensions" nie. Dus, die fokus van hierdie studie is op VSLE in die bankdienste sektor. Die primêre doelwit is om te bepaal of huidige kliënte se houdings teenoor die VSLE 'n beduidende invloed het op die handelsmerk. Verder, is ondersoek ingestel om te bepaal of daar 'n verskil is tussen 'n bank se kliënte wat 'n opwaartse VSLE implementeer en een wat 'n afwaartse VSLE implementeer. Die sekondêre doelwitte was om vas te stel of (1) kliënte se gehalte persepsie 'n effek het op hul houding teenoor 'n VSLE; (2) status ooreenstemming 'n effek het op kliënte se houding teenoor 'n VSLE; (3) ooreenstemming tussen kliënte se self-persepsie en die bank se kommunikasie 'n effek het op hul houding teenoor die VSLE; (4) kliënte se houding teenoor die VSLE 'n effek het op die handelsmerk; (5) daar 'n verskil is tussen kliënte van 'n bank wat 'n opwaarse VSLE implementeer en een wat 'n afwaarste VSLE implementeer interme van, gehalte persepsie, status ooreenstemming en hul ooreenstemming tussen self-persepsie en kommunikasie. In die geval van 'n opwaartse VSLE (Capitec) is dit bevind dat net kliënte se gehalte persepsie 'n beduidende invloed het op hul houdings teenoor die VSLE. In die geval van 'n afwaartse VSLE (Absa) is daar bevind dat kliënte se gehalte persepsie en kommunikasie „n beduidene invloed het op hul houdings teenoor die VSLE. In beide 'n opwaarste en afwaarste VSLE het kliënte se houdings teenoor die VSLE „n beduidende effek op die handelsmerkbeeld gehad. Status ooreenstemming tussen die huidige kliëntebasis en die kliëntebasis wat bereik wil word deur die VSLE, het geen effek gehad op kliënte se houding teenoor die VSLE nie. Verder, was dit bevind dat kliënte wat betrokke is by 'n bank wat 'n opwaarste VSLE implementeer (Capitec) verskil van die kliënte wat betrokke is by 'n bank wat 'n afwaarste VSLE implementeer (Absa). Capitec en Absa kliënte verskil in hul evaluasie van die betrokke bank se gehalte persepsie, status ooreenstemming, kommunikasie en handelsmerk evaluasie. Die grootste verskil tussen die twee steekproewe is by kommunikasie evaluasie en handelsmerk evaluasie. Daar is onder andere bevind dat Capitec kliënte hul bank beter evalueer as Absa kliënte. Hierdie bevinding kan verduidelik word deur die rigting van die twee banke se VSLE. Die gevolgtrekking is dat handelsmerkbeeld, ongeag die rigitng van die VSLE, beïnvloed word deur huidige kliënte se houdings teenoor die VSLE. Dus, moet bestuurders al die voordele en nadele in verband met 'n VSLE opgeweeg voordat 'n VSLE strategie geïmplemteer word.
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Botes, Kirsty. "An investigation into the service delivery by commercial banks in South Africa." Thesis, Bloemfontein : Central University of Technology, Free State, 2008. http://hdl.handle.net/11462/40.
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Lowther, Dwain Eldred. "Customer relationship management: A financial perspective." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2694.
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This paper focuses on methods for financial institutions to perform precise customer level analysis to anticipate customers' evolving financial needs and maximize the lifetime value of each customer relationship. The paper proposes software packages that analyze customer relationship management from a financial perspective.
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Maphakisa, Motaboli David. "Effectiveness of ABSA business bank's customer relationship management practices in maintaining loyalty among customers in the Eastern Cape province." Thesis, Bloemfontein: Central University of Technology, Free State, 2014. http://hdl.handle.net/11462/273.
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Thesis (M. Tech. (Business Administration )) - Central University of Technology, Free State,Traditionally, commercial banking in South Africa has been dominated by the big four namely Amalgamated Banks of South Africa (ABSA), First National Bank (FNB), Nedbank, and Standard Bank. Although still dominated by the big four, other smaller banks such as Capitec and African Bank have made inroads into retail banking. This situation arose due to liberalization of the financial services sector since democratisation in South Africa in 1994 which has paved the way for proliferation of the banking industry. This has in turn led to intense competition among banks for customers. Banks in South Africa therefore have the uphill task of retaining their existing customers whilst acquiring newer ones. As a result, South African banks are being compelled to become more customer focused/ oriented. Meanwhile, a key component of most initiatives to become more customer-oriented is the successful implementation of customer relationship management (CRM). A compelling view of CRM is that organisations generate a great deal of data about customers that they can use to build customer profiles in order to serve them better. South African banks therefore need to adopt and implement innovative CRM strategies to maintain a competitive edge in the marketplace. Most banks have a section that only deals with business clients. This is referred to in banking parlance as Business Banking. One of the critical elements of Business Banking is the high level of relationship banking – a service designed to meet the financial needs of clients through the development of a long-term relationship. This type of service delivery is unique and expensive compared to the traditional retail bank delivery system. As a result, the bank must be in position to monitor the profitability of each relationship to ensure that the right clients are serviced in the right way and are meeting the required value proposition. Therefore, if the South African banks in general need to adopt and implement effective CRM strategies, then the need is even greater for the Business Banking section in order to survive in the marketplace. Absa Business bank went through an operating model change in 2011 which necessitated some structural changes including changes in its CRM practices. Mindful of the value of retaining existing customers and attracting new ones, Absa would want to know whether its current CRM practices are effective in ensuring that customers become more loyal to Absa business bank. In general terms, this study investigated the concept of CRM and its influence on customer loyalty and retention. Specifically, the study investigated Absa Business Bank’s CRM practices in relation to customer loyalty and retention using primary data from employees, management, and customers from the Eastern Cape Region in South Africa. The results of the study are very revealing. Among others, the study shows that bank staff commitment to offering excellent service; building trust with customers; communicating with customers in a timely manner; and proactive conflict handling are important for bank image, customer word-of-mouth behaviour towards the bank and these ultimately influence bank customer retention and loyalty. On the basis of evidence from the study it is safe to conclude that customer loyalty can be attributed to CRM and more specifically those aimed at building trust, demonstrating commitment to service, communicating with customers in a timely, reliable and proactive fashion, and handling conflict efficiently. This report contains the major findings of the study alongside recommendations for practice and further research.
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Reichert, Taís Araldi. "Fatores comportamentais e tecnológicos como determinantes na adoção de modelo de relacionamento bancário digital para micro e pequenas empresas." reponame:Repositório Institucional da UCS, 2017. https://repositorio.ucs.br/handle/11338/3449.
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A disponibilização de serviços bancários digitais é crescente, mediante a necessidade de acompanhar a evolução da tecnologia no setor de serviços. No entanto, para o sucesso das estratégias bancárias no fornecimento de serviços e produtos de forma digital, é primordial analisar a aceitação e adoção deste modelo de atendimento por parte de seus usuários. Sendo assim, esta dissertação avaliou a percepção de usuários em relação a adoção de serviços bancários digitais, por meio da investigação de um Modelo de Relacionamento Bancário Digital, proposto para o atendimento de cliente micro e pequenas empresas, selecionados pelo Banco Beta. Diante desta perspectiva, este estudo propôs como objetivo geral analisar as relações existentes entre fatores comportamentais, embasados por meio da teoria UTAUT (Teoria Unificada de Aceitação e Uso da Tecnologia), e fatores tecnológicos, contidos no modelo teórico de TTF (Modelo Ajuste da Tarefa-Tecnologia), como determinantes para a adoção de um modelo de relacionamento bancário digital. Os procedimentos metodológicos consistiram quanto a abordagem do problema, em uma pesquisa quantitativa, de caráter descritivo, adotando-se como estratégia para coleta de dados o método survey, com 156 respondentes. A análise dos dados foi realizada a partir da aplicação das técnicas de estatística multivariada, com a utilização da Modelagem de Equações Estruturais, com o propósito de analisar e compreender as relações propostas no modelo teórico da pesquisa. Para esta pesquisa foram propostos três modelos teóricos, investigando-se individualmente os modelos UTAUT e TTF e posteriormente a unificação dos modelos para uma visão integrada. Para o modelo teórico de TTF, os resultados apontam que as características da tarefa influenciam significativamente e positivamente as características da tecnologia; as características de tecnologia influenciam significativamente e positivamente o ajuste do modelo, o qual por sua vez influencia significativa e positivamente a intenção comportamental. Para o Modelo Teórico de UTUAT foram evidenciadas relações de influência significativas e positivas, da expectativa de desempenho para a intenção comportamental, da expectativa de esforço para antenção comportamental, do hábito para a intenção comportamental e do hábito para o comportamento de uso. Quanto ao Modelo Teórico integrado, as relações de influência significativas e positivas se confirmam da expectativa de desempenho para intenção comportamental, do hábito para a intenção comportamental, das características da tecnologia para o ajuste. Este estudo contribui para o entendimento das percepções de usuários, fornecendo evidências empíricas das relações comportamentais e tecnológicas como determinantes na adoção da tecnologia de serviços bancários digitaisSubmitted by cmquadros@ucs.br (cmquadros@ucs.br) on 2018-02-15T12:56:36Z No. of bitstreams: 1 Dissertacao Taís Araldi Reichert.pdf: 2740581 bytes, checksum: f8e2ac966d25ff89d44d9dc1ab6212a3 (MD5)
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The availability of digital banking services is increasing, with the need to follow the evolution of technology in the service sector. However, for the success of banking strategies in the provision of services and products in digital form, it is essential to analyze the acceptance and adoption of this service model by its users. This dissertation evaluated the perception of users in relation to the adoption of digital banking services, through the investigation of a Digital Banking Relationship Model, offered to micro and small companies, which are customers of Banco Beta. In this perspective, this study proposed as a general objective to analyze the existing relations between behavioral factors, based on the UTAUT theory (Unified Theory of Acceptance and Use of Technology), and technological factors, contained in the theoretical model of TTF ( Task-Technology Model Fit), as determinants for the adoption of a model of digital banking relationship. The methodological procedures consisted of a quantitative research, of a descriptive character, adopting as strategy for data collection the survey method, with 156 respondents. Data analysis was performed using the multivariate statistical techniques, including the Structural Equation Modeling, with the purpose of analyzing and understanding the relationships proposed in the Theoretical Model of the research. For this research three theoretical models were proposed, investigating individually the UTAUT and TTF models and later the unification of both models as an integrated vision. For the theoretical model of TTF, the results show that the characteristics of the task influence significantly and positively the characteristics of the technology; the characteristics of technology significantly and positively influence the adjustment of the model, which in turn influences significantly and positively the behavioral intention. For the UTUAT Theoretical Model, significant and positive influence relationships were evidenced, from performance expectancy to behavioral intention, from expectation of effort to behavioral intention, from habit to behavioral intention and from habit to behavior of use. As for the Integrated Theoretical Model, the positive and significant influence relationships are confirmed from the performance expectancy for behavioral intention, from habit to behavioral intention, from the characteristics of the technology to the adjustment. This study contributes to the understanding of user perceptions, providing empirical evidence of behavioral and technological relations as determinants in the adoption of digital banking technology.
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Mariz, Maria Elisa de Almeida. "A satisfa????o do cliente com a qualidade do servico banc??rio." FECAP - Faculdade Escola de Com??rcio ??lvares Penteado, 2002. http://132.0.0.61:8080/tede/handle/tede/345.
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Previous issue date: 2002-04-22The objective of this study is to analyze how much the customer, physical person, is satisfied with the quality of bank services, concerning quality dimensions such as: tangibles, reliability, responsibility, assurance and empathy. This study was made in two phases. First, a bibliography revision was made to offer subsidy to a better comprehension of people behavior and expectations as service's consumers. Second, a research was made with 150 people, clients of a financial institution in S??o Paulo. The general result shows that client's satisfaction changes in accordance with demographics, social and economical differences and it changes as regard quality dimensions. These results seen to indicate that this group of clients have different characteristics, values and needs that deserve to be known and carefully analyzed by companies, their professionals and education institutions.
Este estudo teve como objetivo avaliar o grau de satisfa????o do cliente, pessoa f??sica, com a qualidade do servi??o banc??rio, quanto ??s dimens??es da qualidade: confiabilidade, responsabilidade, seguran??a, empatia e tangibilidade. O estudo foi realizado em duas fases: na primeira, foi feita uma revis??o bibliogr??fica visando oferecer subs??dios para uma melhor compreens??o do comportamento e das expectativas das pessoas enquanto consumidoras de servi??os. Na segunda fase foi aplicada uma pesquisa junto a 150 sujeitos, clientes de uma Institui????o Financeira na cidade de S??o Paulo, Capital. O resultado geral mostra que a satisfa????o dos clientes difere em fun????o das vari??veis demogr??ficas e socioecon??micas. Constata-se tamb??m que a satisfa????o do cliente difere quanto ??s dimens??es da qualidade. Tais resultados parecem indicar que esses grupos de clientes possuem caracter??sticas, valores e necessidades diversas, e que merecem ser conhecidas e analisadas cuidadosamente pelas empresas, pelos profissionais que nelas atuam e pelas institui????es de ensino.
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Fick, James Desmond. "Serving the base of the pyramid in South Africa : the case of the Mzansi basic bank account." Thesis, Stellenbosch : University of Stellenbosch, 2007. http://hdl.handle.net/10019.1/840.
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Thesis (MBA (Business Management))--University of Stellenbosch, 2007.AFRIKAANSE OPSOMMING: Die Mzansi rekening, as Eerste Orde Nasionale rekening, is gesamentlik deur die “Groot 4” banke geloods, spesifiek met die oog daarop om toegang tot groter finansiële dienste te bewerkstellig in lyn met die Finansiële Dienste Handves. Hierdie navorsingsverslag ondersoek die sukses van die Mzansi rekening in terme van die verbetering van toegang tot finansiële dienste en die verwesinliking van Prahalad se visie van die Fortuin aan die onderkant van die piramide of die sogenaamde Base of the Pyramid (BoP). Die studie is gedoen deur onderhoude te voer met industrie-kenners wat nou betrokke was met die loods van die Mzansi rekening, asook deur ’n oorsig te doen van ’n verslag van die onlangse kommisie van ondersoek oor kompetisie in die bankwese in Suid Afrika. Die Mzansi rekening is inderdaad suksesvol daarin om toegang tot finansiële dienste vir alle Suid Afrikaners beskikbaar te maak, maar dit is steeds nie winsgewend vir die banke nie. Die Mzansi rekening is dus nie in lyn met Prahalad se visie van die BoP nie. Die winsgewendheid van die rekening in die toekoms hang af van die graad van aanvaarding van armes van meer doeltreffende elektroniese transaksies. Tot op datum wil dit voorkom asof Prahalad se gevoel dat die armes gevorderde tegnologie maklik aanvaar nie in die bank sektor in Suid Afrika geld nie. ’n Toenemende fokus op gebruik eerder as toegang en ’n beter belyning met Prahalad se twaalf beginsels van innovasie by die BoP mag egter wel beter wins vir die banke inhou. Selfs al sou winste nie materialiseer nie, is dit steeds voordelig vir banke wat bereid is om te eksperimenteer en te leer van die Mzansi ervaring. Die Mzansi rekening mag dalk die katalis wees vir nuwe en verbeterde produkte wat suksesvol sal wees in die BOP mark.
ENGLISH ABSTRACT: The Mzansi account, as a First Order National Bank Account, was jointly launched by the Big 4 Banks (ABSA, FNB, Nedbank and Standard Bank) specifically to increase access to financial services in line with the requirements of the Financial Sector Charter (FSC). This study explores the success of the Mzansi account with regard to improving access to financial services and achieving Prahalad’s vision of a Fortune at the Bottom of the Pyramid (BoP). The study was conducted by interviewing industry experts who were intimately involved in the launch of the Mzansi account and reviewing the transcripts of the recent commission of enquiry into the competition of banking in South Africa. The Mzansi account has been successful in increasing financial access for all South Africans but has not proved to be profitable for the banks. The Mzansi bank account therefore does not support Prahalad’s vision that there is a fortune at the base of the pyramid. The future profitability of the account is dependent on the acceptance of the poor of more efficient electronic transacting. To date it would seem that Prahalad’s notion that the poor accept advanced technology readily does not apply within the banking sector of South Africa. An increased focus on usage as apposed to access and a better alignment to Prahalad’s twelve principles of innovation at the BoP may well bring increased profits for the banks. Even if profits don’t materialise, for those banks willing to experiment and learn from the Mzansi experience. The Mzansi account may well be a catalyst for new and/or improved products that will be successful in the BoP market.
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Ishiyama, Luiz Satoru. "A satisfa????o da clientela pessoas f??sicas com a oferta ampliada de atendimento disponibilizada pelos bancos m??ltiplos de varejo do Brasil." FECAP - Faculdade Escola de Com??rcio ??lvares Penteado, 2006. http://132.0.0.61:8080/tede/handle/tede/341.
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Previous issue date: 2006-01-13The focus of the research carried out in this essay is the satisfaction of individuals with the extended customer service provided by the Brazilian retail banks. The bibliographic review provided a better understanding of service marketing, its relevance worldwide and the process adopted by customers for the consumption of services to meet a certain demand. The studies about the financial sector in Brazil provided a deeper insight of internet banking and suggested that, given its current relevance, the retail banks' extended customer service will be incomplete unless we consider this virtual channel. Customers' satisfaction has been assessed through a multiple item scale involving customers of a single bank present all over the country. The research implemented has been defined as Descriptive, the statistical technique used was the Confirmatory Factorial Analysis and the process of adjustment required the use of three estimation methods. The final conclusion arrived at showed that, in the bank where the survey was carried out, customers were more satisfied rather than dissatisfied with the extended customer service provided by the bank, even though such conclusion does not apply to other banks in the country.
A quest??o de pesquisa debatida nesta disserta????o ?? a satisfa????o da clientela pessoas f??sicas com a oferta ampliada de atendimento disponibilizada pelos bancos de varejo do Brasil. A revis??o bibliogr??fica proporcionou o entendimento sobre o marketing de servi??os, sua relev??ncia mundial e o processo adotado pelos clientes para o consumo de servi??os em busca da satisfa????o de um determinado desejo. Os estudos sobre a ind??stria financeira do Brasil ensejou um aprofundamento no internet banking e levou ?? conclus??o que, dada a sua atual relev??ncia, a oferta ampliada de atendimento dos bancos de varejo ser?? incompleta se n??o considerar este canal virtual. A satisfa????o da clientela foi mensurada atrav??s da aplica????o de uma escala de m??ltiplos itens a clientes de um ??nico banco com presen??a em todas as regi??es do pa??s. A pesquisa implementada foi definida como do tipo Descritiva, a t??cnica estat??stica utilizada foi a An??lise Fatorial Confirmat??ria e o processo de ajustamento requisitou o uso de tr??s m??todos de estima????o. A conclus??o final a que se chegou ?? que os clientes do banco pesquisado demonstraram estar mais satisfeitos do que insatisfeitos com a oferta ampliada de atendimento disponibilizada, embora tais conclus??es n??o sejam pass??veis de extrapola????o para os demais bancos do pa??s.
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Favoretto, Camila. "O relacionamento entre qualidade em serviços, valor percebido, imagem corporativa e seus impactos na satisfação de clientes bancários." Universidade Federal de São Carlos, 2017. https://repositorio.ufscar.br/handle/ufscar/9188.
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Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)
The service sector has gained prominence both in the Brazilian and in the world’s economies, impelling organizations to seek excellence in their service. Faced with this need, in the banking sector, institutions have emphasized a mutually beneficial relationship with their clients, in order to make the management of services a competitive differential. Service quality and customer satisfaction have been identified as key factors for competitiveness and customer retention. In this context, there is a challenge in understanding the relationships among the antecedent factors of customer satisfaction. In fact, previous research agrees neither on the direction nor on the degree of relationship of these factors, besides being studied in different countries and service sectors. Thus, the purpose of this study is to investigate the multiple relationships among the constructs – service quality, perceived value, corporate image and customer satisfaction. For that, a literature review was carried out on the concepts pertinent to this research; the constructs were conceptualized individually, providing the theoretical basis for their operationalization. Then, the relations among them were evidenced by the statement of hypothetical links, thus specifying the theoretical model. After articulating the knowledge in a theoretical manner, in the city of Sorocaba-SP, a survey was conducted, using a questionnaire randomly applied to 136 clients of the banking services, which use at least one of the five largest Brazilian banks. Data analysis was performed through the structural equation modeling technique, in order to test the consistency of the hypotheses and to identify the direction of the relations. The results showed that service quality directly influences the perceived value and the corporate image and that the image directly impacts customer satisfaction, making it a potential mediating variable for the quality-satisfaction relationship. The direct relationship between quality and satisfaction as well as perceived value and satisfaction were not observed, considering the sample of this research and the levels of significance. Therefore, this study might be both theoretically and practically relevant. Such knowledge directs banking institutions to prioritize the allocation of resources and efforts on the corporate image. Through this factor, the expected implications related to customer satisfaction will be achieved directly. Simultaneously, banks must acknowledge that the delivery of high quality is an important driver of corporate image and perceived value. In the academic field, the study develops architecture of measurable indicators making it possible to evaluate the proposed constructs, besides constructing an explanatory theory in the understanding of the relations among them for the banking sector.
O setor de serviços tem ganhado destaque nas economias brasileira e mundial, impulsionando as organizações a buscarem por excelência no seu atendimento. Diante dessa necessidade, no setor bancário, as instituições vêm enfatizando um relacionamento mutuamente benéfico com seus clientes, no sentindo de tornar a gestão dos serviços um diferencial competitivo. A qualidade em serviços e a satisfação do cliente têm sido identificadas como fatores-chave nessa diferenciação e retenção de clientes. Nesse contexto, há um desafio na compreensão das relações entre os fatores antecedentes da satisfação dos clientes. De fato, pesquisas anteriores não convergem quanto à direção nem ao grau de relacionamento desses fatores, além de serem abordadas em diferentes países e setores de serviços. Dessa forma, o objetivo desse estudo é investigar as múltiplas relações entre os construtos qualidade em serviços, valor percebido, imagem corporativa e satisfação do cliente. Para tanto, realizou-se uma revisão da literatura sobre os conceitos pertinentes a esta pesquisa, os construtos foram conceituados individualmente, fornecendo a base teórica para operacionalização dos mesmos. Em seguida, foram evidenciadas as relações entre eles por meio da declaração das ligações hipotéticas, especificando assim o modelo teórico. Após o conhecimento ter sido articulado de forma teórica, foi conduzida uma pesquisa de levantamento (survey), utilizando para coleta de dados um questionário aplicado de forma aleatória a 136 clientes dos serviços bancários na cidade de Sorocaba-SP, que utilizam ao menos um dos cinco maiores bancos brasileiros. A análise dos dados aconteceu mediante a técnica de modelagem de equações estruturais, a fim de testar a consistência das hipóteses e identificar a direção das relações. Os resultados obtidos revelaram que a qualidade em serviços influencia diretamente o valor percebido e a imagem corporativa, a imagem impacta diretamente a satisfação do cliente, tornando-a uma potencial variável mediadora para relação qualidade e satisfação. Não foi observada, diante da amostra desta pesquisa e dos níveis de significância utilizados, a relação direta entre qualidade e valor percebido com satisfação. Acredita-se, portanto, que este estudo seja relevante tanto para a academia quanto para a prática. Tal conhecimento direciona as instituições bancárias a priorizarem a alocação de recursos e esforços sobre a imagem corporativa, é por meio desse fator que as implicações esperadas em relação à satisfação dos clientes serão alcançadas diretamente. Ao mesmo tempo, os bancos devem admitir a entrega de níveis elevados de qualidade como importante motor da imagem corporativa e do valor percebido. No âmbito acadêmico, desenvolve uma arquitetura de indicadores mensuráveis tornando possível a avaliação dos construtos propostos, além de construir uma teoria explicativa na compreensão das relações entre eles para o setor bancário.
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Roos, Jacques Thomas. "What role should the financial planners of ABSA Brokers play when ABSA Business Bank extends credit facilities to its SME customers?" Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/965.
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Thesis (MBA (Business Management))--Stellenbosch University, 2008.ENGLISH ABSTRACT: Small and medium enterprises have an important role to play in the South African economy. The success of SME’s will lead to economic growth, that will play a major role in reducing unemployment in South Africa. It will also be the main driver for black economic empowerment. As elsewhere in the world one of the main problems that SME’s face is the need for finance and access to finance. Banks play a major role in providing finance to SME’s by providing different forms of finance to SME’s. The finance that the shareholders / directors can access in their personal capacity plays a critical role in the provision of finance to SME’s. Banks will require security when advancing credit facilities and the security that is offered by the shareholders / directors play an important role in the decision of banks to advance credit. The risk that the banks carry when granting credit facilities to SME’s is reduced when personal suretyships of the directors / shareholders are required. The personal assets of the shareholders / directors are used as security to obtain credit facilities for the SME’s. If the SME’s should fail, the banks will liquidate the personal assets of the directors / shareholders to settle the credit facilities that were granted to the SME’s. Customers are not aware of the dangers when signing surety. Banks have fiduciary duties towards their customers to inform them of any risks and what possible solutions might exist that will minimize the adverse financial effect of such risk consequences. If the surety should die, the bank will have the option to liquidate the assets of the sureties to settle the debts of the entities for which the surety has signed personal surety. Life cover can be affected on the lives of the sureties that will provide the necessary liquidity to settle the debts of the entities without the bank having to liquidate the personal assets of the sureties. Consumer protection has become widespread where the phrase caveat emptor has been replaced by caveat vendor – let the seller be aware. In addition to this the South African Government has also enacted legislation that banks have to adhere to that will lead to customers making informed decisions. The National Credit and the Financial Advisory and Intermediary Services Acts have been introduced to afford the customer more protection. The banking industry has adopted the Code of Banking Practice which places responsibility on the banks to fully disclose all risks to their customers. It is especially the surety, the person that provides security for the debts of others that now enjoys increased protection. The National Credit Act affords a surety the same protection as the principal debtor and the Code of Banking Practice also contains very specific references with regards to sureties. Banks have become a business and the traditional notion that holds that business ethics and absolute adherence to legislation, industry codes and its own code of ethics will have an adverse effect on business, no longer holds. Many reasons have been given by ABSA Bank as to why the financial planners of ABSA Brokers should not be part and parcel of each transaction where credit facilities are extended to their customers. The reality however is that the Financial Planners must be made part of the process when credit facilities are extended. The Financial Planners must provide a financial needs analysis to the customer that will enable the customer to make an informed decision as to whether to implement life cover or not. By making the financial planners part of the process ABSA Business Bank will ensure adherence to legislation, industry codes and most importantly, it will fulfill the fiduciary duty that it has towards its customers.
AFRIKAANSE OPSOMMING: Klein en medium ondernemings (KMO’s) speel ‘n belangrike rol in die Suid-Afrikaanse ekonomie. Die sukses van klein en medium ondernemings sal lei tot ekonomiese groei, wat sal bydra tot ‘n afname in werkloosheid in Suid Afrika. Dit sal ook die hoof drywer wees van swart ekonomiese bemagtiging. Soos elders in die wêreld is een van die hoofprobleme wat deur KMO’s in die gesig gestaar word die behoefte aan finansiering en die toegang tot finansiering. Banke speel ‘n belangrike rol in die verskaffing van finansiering deurdat finansiering in verskeie vorme aan KMO’s beskikbaar gestel word. Die finansiering wat aandeelhouers / direkteure in hulle persoonlike hoedanigheid kan bekom speel ‘n kritieke rol in die verskaffing van finansiering aan KMO’s. Banke vereis sekuriteit wanneer kredietfasiliteite beskikbaar gestel word en die sekuriteit wat deur die aandeelhouers / direkteure aangebied word speel ‘n belangrike rol in die banke se besluit om krediet te verskaf. Die risiko’s wat banke loop wanneer kredietfasiliteite aan KMO’s beskikbaar gestel word, word verminder wanneer persoonlike borgskappe van aandeelhouers / direkteure vereis word. Die persoonlike bates van die aandeelhouers / direkteure word gebruik as sekuriteit om kredietfasiliteite vir KMO’s te bekom. Indien die KMO’s sou misluk, sal die banke die persoonlike bates van direkteure / aandeelhouers te gelde maak om die kredietfasiliteite wat aan die KMO’s beskikbaar gestel was af te los. Kliënte is nie bewus van die gevare wat hulle loop wanneer hulle borgskappe verleen nie. Banke het fidusiêre pligte teenoor hulle kliënte om hulle in te lig aangaande enige risiko’s en watter moontlike oplossings daar bestaan wat enige nadelige finansiële gevolge sal beperk. Indien die borggewer tot sterwe sou kom, het die bank die opsie om die bates van die borggewer te gelde te maak om die skulde te delg van die entiteite waarvoor die borggewers persoonlike sekuriteite verskaf het. Lewensdekking kan aangegaan word op die lewe van die borggewers wat die nodige likiditeit sal verskaf om die skulde van die entiteite te delg sonder dat die persoonlike bates van die borggewers te gelde gemaak hoef te word. Verbruikersbeskerming geniet hedendaags voorrang waar die frase 'caveat emptor' - laat die koper op sy hoede wees - vervang is deur 'caveat vendor' – laat die verkoper bedag wees. Hiermee saam het die Suid-Afrikaanse regering ook wetgewing in plek gestel waaraan banke moet voldoen wat daartoe sal lei dat kliënte ingeligte besluite kan neem. Die Nasionale Kredietwet en die Finansiële Adviseurs- en Tussengangerswet is in werking gestel om meer beskerming aan die verbruiker te verleen. Die bank industrie het ook die Kode van Bankpraktyk aanvaar wat groter verantwoordelikhede op banke plaas om alle risiko’s ten volle aan hulle kliënte te openbaar. Dit is veral die borggewer, die persoon wat sekuriteit verskaf vir die skulde van ander persone / entiteite wat groter beskerming geniet. Die Nasionale Kredietwet bied aan die borggewer dieselfde beskerming as die hoofskuldenaar en die Kode van Bankpraktyk bevat ook spesifieke verwysing na die regte van borggewers. Bankwese het ‘n besigheid geraak en die tradisionele siening dat sake etiek en streng onderworpenheid aan wetgewing, industrie kodes en banke se eie etiese kodes ‘n negatiewe effek op besigheid sal hê, dra nie meer water nie. Verskeie redes is al deur ABSA Bank aangevoer oor hoekom die finansiële beplanners van ABSA Makelaars nie deel moet wees van elke transaksie waar krediet aan kliënte verleen word nie. Die realiteit is egter dat die finansiële beplanners deel van die proses gemaak moet word. Die finansiële beplanners moet ‘n finansiële behoefte ontleding aan die kliënt beskikbaar stel wat die kliënt in staat sal stel om ‘n ingeligte besluit te neem om lewensdekking te implementeer al dan nie. Deur die finansiële beplanners deel van die proses te maak verseker ABSA Besigheidsbank nakoming aan wetgewing en industrie kodes. Wat egter meer belangrik is, is dat die bank dan ook sy fidusiêre plig wat die bank teenoor sy kliënte het, sal nakom.
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Pather, Kumaran Loganathan. "An evaluation of the quality of service within Barclays Retail Banking Mauritius." Thesis, 2012. http://hdl.handle.net/10210/7831.
Full textAbstract:
M.B.A.Assessment of the service quality in the banking sector is necessary to obtain general performance result for both bankers and customers. Barclays presence in Mauritius dates back to 1919, and since that time the Bank has played a key role in the expansion of business on the island. Barclays currently holds a sixteen percent market share with the two local banks Mauritius Commercial Bank and State Bank Mauritius dominating their presence with a forty percent and thirty percent market share respectively. Barclays Bank Sub Sahara Africa has recently embarked on a major customer service revolution. This study attempted to examine any significant gaps between actual methods used to measure service quality within Barclays Bank Mauritius and empirically tested models in service quality and suggest how service can be better measured at Barclays by measuring service areas where significant gaps are identified between actual methods and empirically tested models. Models have been developed to find measure and assess the determinants of service quality. The works of Parasuraman et al. (1985, 1988, 1991, and 1994) led to the development of a service quality model (SERVQUAL) which is the result of a comparison of the expectations and perceptions of customers regarding a particular service and this model is used in this study. In view of improving customer service, Barclays Bank has been involved in a number of customer service surveys. For the purpose of this study, the researcher has used the results of existing surveys collected from 250 customers of Barclays in Mauritius. In addition, primary data was randomly collected in Mauritius at the main branch which is located in Port-Louis and a sample total sample size of 120 of which 60 were customers and 60 Barclay’s staff. iv Existing surveys shows that service is on the decline within Barclays Banks Mauritius. An overall gap of -1.2, performance (P) is less than expectation (E), showed that customers are dissatisfied with the overall level of service offered by Barclays Bank in Mauritius. An overall service gap of -1.04, performance (P) is less than expectation (E), showed that staff are dissatisfied with the overall level of service offered by Barclays Bank in Mauritius. Four new service dimensions were extracted from the customer data and six new service dimensions from the employee data which confirms that there is significant difference between customer and staff service dimensions at Barclays Bank Mauritius. Both the exiting surveys done by external researchers and the data in this study have the same overall conclusion, that is, service quality at Barclays Bank Mauritius is on the decline. Hence, no significant difference between theory and practice of customer service satisfaction at Barclays Bank Mauritius. A starting point to get service right within an organization has to start with the service providers themselves, all too often organizations steam ahead with service initiatives and campaigns but do not have the support and buy in of their staff. This study concludes that if employees are not properly equipped and motivated, service quality is adversely affected. Training is of prime importance to assist the company in increasing the level of service. Areas of further research has been identified for other industries in the country, banks and other institutions in the region and internationally.
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"CRM for banking industry in China." 2003. http://library.cuhk.edu.hk/record=b5891391.
Full textAbstract:
by Chan King-Yan, Chu Kin-Yan Jeannie, Hsu Mei-Ying.Thesis (M.B.A.)--Chinese University of Hong Kong, 2003.
Includes bibliographical references (leaf 64).
ABSTRACT --- p.ii
TABLE OF CONTENTS --- p.iv
LIST OF TABLES --- p.vi
Chapter
Chapter I. --- Project Overview --- p.1
Chapter II. --- Methodologies Applied --- p.3
Step 1 Exploratory Research --- p.3
Step 2 Interviews --- p.3
Chapter III. --- The importance of CRM in China banking industry --- p.5
Economic Globalization and China's Accession into WTO --- p.5
The Influence of Information Technology (IT) --- p.5
Changes in the Dynamics of Supply and Demand in the Financial Market --- p.5
Rapid Response to Market Demands and High Level of Customization --- p.6
Chapter IV. --- Current situation of CRM --- p.7
The Reasons for the Failure of CRM --- p.7
Treat Technology as the Primary Driver of Customer Strategy --- p.7
Lack of Executive Support --- p.7
Data Is Ignored --- p.8
Information system (IS) organization and business users cannot work together --- p.8
No Attention Is Paid to Skill Sets --- p.9
CRM in China --- p.9
CRM Industry Is in Chaos --- p.9
Resistance of CRM Implementation --- p.10
Willingness to Invest in CRM Training --- p.10
Chapter V. --- Business environment of China --- p.11
Politics --- p.12
Economics --- p.15
Demographic --- p.16
Technology --- p.20
Chapter VI. --- CRM implementation in Guangdong Development Bank in China --- p.22
Introduction of Guangdong Development Bank --- p.22
Strengths and Weaknesses --- p.22
Feasibility and Benefits of Executing CRM --- p.26
The Effect of External and Internal Factors on Strategy Formulation --- p.30
Strategy Translation and Implementation --- p.34
Stage 1 - Develop Prerequisite Arenas before Implementing CRM --- p.34
Stage 2: Establish CRM system --- p.41
Stage 3: Performance Indicators --- p.43
Chapter VII --- RECOMMENDATIONS --- p.45
Actions to Guarantee Long-term Success --- p.45
APPENDIX --- p.49
BIBLIOGRAPHY --- p.64
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"The behavioral consequences of service quality in Hong Kong banking industry: does market segmentation matter?" 2003. http://library.cuhk.edu.hk/record=b5891464.
Full textAbstract:
Fiona Yee-Wan Lai.Thesis (M.Phil.)--Chinese University of Hong Kong, 2003.
Includes bibliographical references (leaves 43-47).
Abstracts in English and Chinese ; questionnaire also in Chinese.
ACKNOWLEDGEMENT --- p.I
ABSTRACT --- p.II
摘要 --- p.III
TABLE OF CONTENTS --- p.IV
LIST OF FIGURES --- p.VI
Chapter CHAPTER 1: --- INTRODUCTION --- p.1
Service Quality and Customer Satisfaction --- p.2
The Disconfirmation Gap Model of Service Quality --- p.2
Service Quality Dimensions for the Banking Industry --- p.4
Service Loyalty and other Behavioral Intentions of Service Quality --- p.7
Past Studies of Customers' Loyalty on Service Quality --- p.7
Future Behavioral Intentions --- p.8
Current consumption Behaviors --- p.10
Linking Service Loyalty with Service Quality --- p.11
Limitations of Past Studies --- p.12
The Proposed Model of Service Quality and Behavioral Consequences --- p.12
The Effects of Market Segmentation on the Relationship Between --- p.15
Service Quality and Behavioral Consequences --- p.15
Literature Review of the Moderator Effects on the Linkage Between Service Quality and Behaviors --- p.15
The Power of Market Segmentation --- p.16
Segmenting the Banking Industry --- p.17
The Impact of Market Segmentation on Service Quality and Behavioral Consequences --- p.18
Chapter CHAPTER 2: --- METHOD --- p.21
Participants --- p.21
Procedure --- p.21
Survey Instrument --- p.23
Chapter CHAPTER 3: --- RESULTS --- p.25
Descriptive Analysis --- p.25
Confirmatory Factor Analysis --- p.29
Evaluation of the Structural Model --- p.30
Multi-Sample Analysis --- p.32
Chapter CHAPTER 4: --- DISCUSSION --- p.36
The Global Picture --- p.37
Structural Relationships of Different Market Segments --- p.38
The Effective Way to Tailor-Make Marketing Strategy --- p.39
REFERENCES --- p.43
APPENDIX I: QUESTIONNAIRE --- p.48
APPENDIX II: ENGLISH TRANSLATION OF QUESTIONNAIRE --- p.54
46
"Relationships between commercial banks and their clients." Chinese University of Hong Kong, 1988. http://library.cuhk.edu.hk/record=b5885894.
Full text
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"The private banking business in Hong Kong." Chinese University of Hong Kong, 1995. http://library.cuhk.edu.hk/record=b5888274.
Full textAbstract:
by Cheung Kam-mui, Polina.Thesis (M.B.A.)--Chinese University of Hong Kong, 1995.
Includes bibliographical references (leaves 78-81).
ABSTRACT --- p.iii
ACKNOWLEDGEMENTS --- p.v
TABLE OF CONTENTS --- p.vi
Chapter
Chapter I. --- INTRODUCTION --- p.1
The Emergence of Private Banking --- p.1
Objectives and Scope of Study --- p.3
Chapter II. --- INDUSTRY SYNOPSIS --- p.7
History --- p.7
Present Development --- p.8
Chapter III. --- THE FRAMEWORK OF PRIVATE BANKING --- p.13
Framework Description --- p.13
Customer Profile --- p.14
Marketing Strategies --- p.19
Private Banker Profile --- p.26
Physical Environment --- p.31
Product Profile --- p.33
Invisible Part - Internal Organisational Structure --- p.39
Chapter IV. --- MACROENVIRONMENT ANALYSIS --- p.41
Competition Profile --- p.41
Legal Environment Profile --- p.50
Chapter V. --- POTENTIAL THREATS --- p.55
The 1997's Issues --- p.55
Internal Factors --- p.57
Chapter VI. --- FUTURE TRENDS --- p.60
Merging with Trustee Services --- p.60
Customer Diversification - Active Investor Market --- p.61
Control through Information System --- p.63
Chapter VII. --- RECOMMENDATIONS --- p.65
Personnel --- p.65
Cross-selling Performance Evaluation System --- p.66
"Bank Policy, Authorities and Flexibilities" --- p.68
Marketing and Product Development --- p.70
APPENDIX --- p.74
REFERENCE --- p.76
BIBLIOGRAPHY --- p.78
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Molokomme, Nare Sylvia. "Service quality expectations and perceptions of home loan customers." Thesis, 2014. http://hdl.handle.net/10210/11283.
Full textAbstract:
M.Com. (Business Management)Over the years, the competitive banking market had forced banks to be innovative in their products. However, regardless of how innovative banking products were, ‘service’ remained the backbone of banking products. With increasing access to information and alternative products, banking customers had more choices as to where to do business, based on the level of service they receive. They expected an exceptional delivery of customer service and were less tolerant of bad service. Customers usually compared the service they 'experienced' to the service they 'expected' when walking into a bank. When the two did not match, a gap arose. This study was undertaken to determine whether customers of a ‘home loan’ division of a South African bank perceived the bank’s service quality to be different to what they expected. It also sought to establish if there was a difference in how customers, in different demographics, evaluate the bank’s service quality. An online survey was used to gather information from banking customers on their judgment of the bank’s service quality, after which statistical tests were done to analyze the data. The study revealed that a gap indeed exists between the service quality customers expected and the service quality they actually received from the bank. Customers reported a dissatisfaction of the bank’s service quality with regards to their provision of reliability, responsiveness, assurance and empathy in their service delivery. With regards to the evaluation of the bank’s service quality of customers in different demographics, it was discovered that the 40-59 customer age group received the most empathy in service encounters with the bank, customers using property insurance and repayment related services perceived the bank’s service quality across all dimensions to be positive. Lastly, a positive correlation between the number of years customers have been with the bank and their perceptions of the bank’s provision of empathy was established.
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"Attitude of corporate customers towards banks and banking services in Hong Kong." Chinese University of Hong Kong, 1993. http://library.cuhk.edu.hk/record=b5887565.
Full textAbstract:
by Lam Yin-shing Donald & Ho Chi Hung.Includes Chinese questionnarie.
Thesis (M.B.A.)--Chinese University of Hong Kong, 1993.
Includes bibliographical references (leaves 103-107).
ABSTRACT --- p.ii
TABLE OF CONTENTS --- p.iv
LIST OF TABLES --- p.vi
ACKNOWLEDGEMENTS --- p.viii
Chapter
Chapter I. --- INTRODUCTION --- p.1
The Banking Industry --- p.1
Corporate Banking in Hong Kong --- p.4
Market Characteristics of Corporate Sector --- p.13
Chapter II. --- THIS STUDY --- p.16
Purpose of the Study --- p.16
Justification of the Study --- p.16
Scope of the Study --- p.20
Chapter III. --- RESEARCH METHODOLOGY --- p.22
Research Design --- p.22
Sample Selection --- p.23
Survey Design --- p.23
Questionnaire Development --- p.24
Timing of the Survey --- p.25
Chapter IV. --- ANALYSIS OF FINDINGS --- p.26
Response Rate --- p.26
Demographics of the Samples --- p.27
The Most Important Banks --- p.35
Usage of Banking Services --- p.38
Factors Inducing Bank Switching --- p.44
The Best Banks --- p.49
Determinant Attributes of Banks / Banking Services Excluding Lending Policy --- p.50
Bank's Lending Policy re Determinant Attributes --- p.54
Chapter V. --- LIMITATIONS OF THE STUDY --- p.57
Non-Response Bias --- p.57
Response Bias --- p.58
Sample Selection Bias --- p.59
Language Used in Questionnaire --- p.60
Chapter VI. --- COMPARISON OF STUDIES --- p.61
Studies in Other Parts of the World --- p.63
Study of KK Chan and S M Ma --- p.67
Chapter VII. --- RECOMMENDATIONS --- p.74
Market Segmentation --- p.75
Market Positioning --- p.77
Marketing Strategies --- p.78
Other Recommendations --- p.81
Directions for Future Research --- p.85
Chapter VIII. --- CONCLUSIONS --- p.86
APPENDICES --- p.88
BIBLIOGRAPHY --- p.103
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"Factors affecting the buying intention for priority banking service." 1998. http://library.cuhk.edu.hk/record=b5889395.
Full textAbstract:
by Chung Kai-Ho, Fung Wai-Chung.Includes questionnaire.
Thesis (M.B.A.)--Chinese University of Hong Kong, 1998.
Includes bibliographical references (leaves 78-79).
ABSTRACT --- p.ii
TABLE OF CONTENTS --- p.iv
LIST OF TABLES --- p.vi
LIST OF FIGURES --- p.vii
Chapter
Chapter I. --- INTRODUCTION --- p.1
Background --- p.1
Objectives of This Study --- p.2
Chapter II. --- THE FEATURES OF PRIORITY BAKING SERVICES --- p.4
The General Features of Priority Banking Services --- p.4
Financial Benefits --- p.4
Convenience & Efficiency --- p.4
Personal Care --- p.5
Product Features of the Five Subject Banks --- p.5
Hong Kong Banks - Asset Vantage Account --- p.5
Hang Seng Bank - Bank Smart Account --- p.6
Standard Chartered Bank - Priority Banking --- p.7
Yien Yieh Bank - Prestige Bank Account --- p.7
Belgian Bank - Premier Banking --- p.8
Pricing Features of the Five Subject Banks --- p.9
Chapter III. --- CONCEPTUAL FRAMEWORKS --- p.10
Introduction --- p.10
Perceptual Map by Factor Analysis --- p.10
Theory of Reasoned Action (TORA) --- p.11
Chapter IV. --- METHODOLOGY --- p.15
Interviews --- p.15
Sample and Sampling Procedure --- p.15
Data Collection and Questionnaire --- p.15
Operationalization --- p.17
Section One --- p.17
Section Two --- p.18
Data Analysis --- p.19
Chapter V. --- RESULTS --- p.20
Perceptual Map by Factor Analysis --- p.20
Factor Analysis --- p.20
Perceptual Mapping --- p.22
Factors Affecting Customer Intention to Subscribe Priority Banking Services --- p.26
The Original Model --- p.26
The Reduced Model --- p.29
Chapter VI. --- CONCLUSION & MANAGERIAL IMPLICATIONS --- p.32
Managerial Implications - Perceptual Map by Factor Analysis --- p.32
Market Positioning Target --- p.32
Recommend Strategies --- p.33
Hong Kong Banks - Asset Vantage Account --- p.33
Hang Seng Bank - Bank Smart Account --- p.35
Standard Chartered Bank - Priority Banking --- p.36
Yien Yieh Bank - Prestige Bank Account --- p.37
Belgian Bank - Premier Banking --- p.37
Managerial Implications - Structural Equation Modeling --- p.38
Limitations of the Study --- p.40
APPENDIX --- p.41
BIBLIOGRAPHY --- p.78