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1
Jahan, Israt. "Agent banking as a relationship marketing tool by banks in Bangladesh." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-89775.
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With growing number of adult people not owning a bank account,efforts are being made to bring banking services to the unbanked populations.Relationships marketing plays a crucial role in establishing and sustaining beneficial relationship in the banking industry. This study sought to explore the link between agent banking and relationship marketing through an exploratory qualitative approach.The findings show that agent banking as a fairly new phenomenon relies on the integration of different functions within the bank with a strong emphasis on the role of technology,processes and personnel to delivder services that can be acceptable to the customers so as to create long lasting beneficial relationships. Through semi-structured interviews with employees of 6 banks that offer agent banking in Bangladesh,this study contributes a key reflection document on implemenation of agent banking for other banks that intend to start offering agent banking services in Bangladesh.
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Mwanyisa, Tafadzwa. "The relevance of relationship marketing on the sustainability of Zimbabwe banks." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/1610.
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Mass marketing also referred to as traditional marketing, has been criticised for trying to appeal to everyone, without necessarily providing for customers’ needs and wants. Therefore, the traditional marketing mix has been deemed ineffectual in a highly competitive and ever-changing business world, especially in the banking sector. Changes in the marketing environment have led to the development of new concepts such as relationship marketing. The fundamental concept of relationship marketing involves maximising the longterm benefits for the bank and the customer, resulting in a series of transactions, which allow a long-term relationship to be established and maintained. In short, it is a marketing concept that revolves around building and maintaining a long-term link or bond with one’s customers. The Zimbabwean banking sector has been affected by the country`s political and economic turmoil over the past decade. The collapse of the economy has affected the banking sector and its relationship with clients. During the economic crisis, Zimbabwean banks were unable to meet the basic international requirements of the Basel Accord, and as such, no profits were made. Borrowers had problems repaying existing loans; and banks also became reluctant to lend more, as a liquidity problem in the financial system was prominent. In 2009, a new government was formed which introduced the multi-currency system and the economy went on a recovery path. Given the nature of the economy of Zimbabwe, relationship marketing becomes an indispensible marketing tool that banks can use. The main purpose of the research was to investigate the relevance of relationship marketing on the sustainability of Zimbabwean banks. Five independent variables (customer relations, product attributes, promotion and service delivery and information technology) were identified and were tested against one dependent variable (sustainability of banks). A positivist research paradigm approach was used to conduct the research. The approach uses the quantitative method of research to establish causal relationships. Null (Ho) and alternative hypotheses (Ha) were formulated in x order to test the relationship between variables. A five point Likert scale questionnaire was developed and administered in five major commercial banks in Harare, Zimbabwe namey; Banc ABC, Barclays bank, Commercial Banks of Zimbabwe, Stanbic Bank and Standard Chartered Bank. The five major banks were selected in terms of market capitalisation as well as total deposit share among other things. The empirical results revealed that five of the independent variables positively correlated with the dependent variable implying that they all have an impact on bank sustainability. However, the current situation (2011) in Zimbabwe shows that only two independent variables (product variables and service delivery) have any impact on bank sustainability. In other words, there was a relationship between product attributes and sustainability of banks. Additionally, there was a relationship between service delivery and sustainability of Zimbabwean banks. Conclusions sited that product attributes and service delivery, as variables of relationship marketing, if implemented desirably could salvage the lost confidence and contribute to bank sustainability in Zimbabwe. Therefore, recommendations given by the researcher extensively focused on the two variables that have a relationship with Zimbabwean banks’ sustainability; briefly on the three variables (customer relations, promotion and information technology) that had no relationship.
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Masocha, Reginald. "Technologicalship in e-banking services: a constraint or contributor to relationship marketing in retail banking in East London, Eastern Cape, South Africa." Thesis, University of Fort Hare, 2009. http://hdl.handle.net/10353/306.
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Contemporarily, one of the major business demands is to extensively understand the impact of technology on the major business strategies and practices. Technologicalship marketing, a concept investigated in this study, emanates from a symbiosis of technology and relationship marketing. Per se, a prevalent area of debate pertains to whether technology promotes or constrains relationships. Outstandingly, this study pursued the technologicalship marketing concept, a new and vital 21st century suggestion in literature (Zineldin, 2000:16). Secondly, against the scarcity of empirical studies in mass marketing environments, the study at hand focused on retail banking client relationships. Lastly, the proposed meta-construct hypothetical model is an essential relationship marketing instrument. The proposed model consists of four major relationship marketing construct categories, namely, personal contact, customer retention, customer switching and relational exchange. At the hand of these constructs, the research primarily aimed to determine the impact of technology on client relationships in e-banking with the focus of closing the gap prevalent in literature on whether technology constraints or supports relationship marketing. The study focused on retail banking client relationships of the four major commercial banks in East London, Eastern Cape, South Africa. A survey was conducted of a sample of 200 clients selected using the convenience sampling method. The study hypothesised that technology is resulting in more transactional than relationship marketing in retail banking by constraining social constructions, customer retention and relational exchange, whilst, promoting customer switching mobility. Through the GLM regression analysis method, findings of the study established that technology was to a larger extent supporting relationship marketing. However, it is envisaged that technology is resulting in the disappearance of human contact which is a critical aspect of relationships. Conclusively, the researcher recommended that the only plausible strategy is to endeavour to integrate the human aspect at self-service podiums e.g. mounting of staff at ATM points, which most banks have been doing.
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Parker, Lukas Jay, and lukasparker@gmail com. "Trust and the Australian retail banking industry : the impact of deinstitutionalisation of Australian retail banking services on consumer trust." Swinburne University of Technology, 2005. http://adt.lib.swin.edu.au./public/adt-VSWT20051117.105403.
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Consumer trust research has principally developed from established psychological-based research. This conception of consumer trust largely draws from research pertaining to interpersonal trust. This study combined existing
theories from both sociological and psychological research in developing a consumer trust model specifically for banks.
Partly because of their historical position in society and also because of their
government-protected position, banks, bank branches and bank managers have traditionally held a respected, and trusted position in Australian communities. Because of this reputation and position in communities, banks were seen to display institutional attributes. These attributes were defined in this study as local community focus, local availability and visibility, relationship power symmetry and social obligation fulfilment.
This study explored the notion of institution-based trust in an Australian retail banking context. Institution-based trust was a measure of the levels of consumer trust in various defined institutional attributes. It was contended that through the diminishment and divestment of its institutional attributes banks were impairing their institutional cachet. The process was termed 'deinstitutionalisation' and was postulated to have a negative impact on consumer trust.
The hypothetico-deductive methodological framework was employed throughout the study, with a mail-based consumer survey used as the main means of primary data collection. 468 useable questionnaires from adult bank customers were yielded and the data analysed. These data were analysed and used to test twenty-three
research hypotheses of which nineteen were supported.
From the results, it was concluded that perceived local community focus, perceived social obligation fulfilment and perceived relationship power symmetry were antecedents to consumer trust in banks. Also, reasonable availability of conventional bank branch services was found to be an important component of perceived community focus of their banks, thus having an indirect relationship to
institution-based consumer trust in banks. Community Banks were found to be exhibiting and promoting many of these institutional attributes.
Consumers were found to be less likely to need bank branches for transactional or functional purposes, but branches were seen to be symbolically important. Also, consumers were found to be more likely to identify with intangible elements of their bank, principally bank brand, than with tangible attributes such as the bank branch. Importantly, consumers were found to be trusting of their banks, however
they were more likely to believe that banks were less trustworthy now than they were in the past.
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Alnsour, Muhammed S. "Modelling Relationship Quality in a Business-to-Business Marketing Context: The Jordanian Banks and their Online SME Customers." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4883.
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This study provides an understanding on how Relationship Quality is conceptualised in business-to-business marketing relationships. It investigates the relationships of Jordanian Banks with their small and medium sized enterprise (SMEs) customers in terms of Commitment, Satisfaction, Trust, Communication, Transparency, Understanding, and Cooperation. It examines the antecedents and outcomes of the quality of corporate customer relationships by developing a conceptual model which empirically tests this relationship. This research builds and validates a research model based on the literature survey and uses a mixed methods approach. Qualitative data were gathered through in-depth interviews to achieve the goal of refining the initial research model. The second stage is a quantitative empirical study that uses a questionnaire and tests the empirical model generated in the first stage. This integration of methods provides a more complete view of this emerging area of marketing theory. Using Structural Equation Modelling; research findings support the use of a secondorder relationship quality construct consisting of Trust, Commitment, and Satisfaction as a direct outcome of a relationship and is named 'Attitudinal Loyalty'. Antecedents including; Transparency, Communication, Understanding and Cooperation were found to have a positive impact on relational outcome in a business-to-business context in Jordan. The importance of Transparency emerged as one of the most significant determinants of Relationship Quality, which is considered to be a new finding and not common among previous studies. Communication appears to make the biggest contribution overall and have direct and indirect relationships with other variables. It is therefore a major source of success in a business relationship. This research has several implications for the theory and practice. An important issue is the affects on change management. It requires the establishment of business communications to strengthen existing relationships and to form new ones. This implies developing an interactive approach with other parties. This study gives the banking industry an insight for developing their marketing strategy. It also provides a tool to assess the portfolio of relationships, which helps in targeting specific customers. Furthermore, Transparency in the flow of information imposes cultural change. Studying the Jordanian market can help to provide an insight into an emerging economy. Several qualitative findings showed that the relationship between banks and their small and medium enterprises is interesting. All this enriches and adds to the originality of this work and contributes to existing theory by investigating how relationships between partners can be enhanced.
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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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Dobosz, Sandra. "Relationship Management in the Banking Industry : The Use of Facebook." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, EMM (Entreprenörskap, Marknadsföring, Management), 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-19804.
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The economic situation and the improved technology weaken the bond be-tween banks and their customers. To adapt to the changing behavior of customers banks engage in Social Media with the aim to strengthen their relationship. However, Social Media may not have the expected effect on the banks’ customers. The purpose of this thesis is to answer whether interaction through Facebook can improve the relationship between Handelsbanken and its customers and whether the employees’ and the customers’ perceived value of interacting through Facebook is equal. The theoretical framework focus on how to build relationships with customers, how to add customer value and what encourages consumers to engage in word-of-mouth. The concept of Social Media is explained and a description of Facebook is provided. The last section in the theoretical framework discusses the implementation of Facebook into the organization of Handelsbanken. A qualitative study was conducted through interviews with employees and customers of Handelsbanken. During the study it was revealed that both the customers and the employees had low awareness of Handelsbanken’s presence on Facebook. The content on the Facebook page does not encourage interaction or add value to the customers. The main problems for succeeding with the Facebook page are absence of marketing and no customer need for interacting on Facebook with their bank. In addition, it was revealed that implementing a centrally moderated communication tool to a decentralized organization is not successful.
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Kuranchie, Frank Kojo. "The Effect of Customer Relationship Marketing on Customer Retention in the Ghanaian Banking Sector : A case study of Intercontinental Bank Ghana Limited." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1102.
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Abstract Customer relationship management as a strategic marketing concept has gained tremendous interest among researchers and practitioners in recent times. Within the last two decades a significant number of research works have been carried out on various issues relating to customer relationship management. However, few empirical studies on market orientation and performance have been established in the Ghanaian banking sector. In an effort to contribute to the existing customer relationship management literature, a study of Intercontinental bank Ghana was conducted. A framework of customer relationship management was designed to guide the study. Specifically, this study examines the customer relationship marketing strategies of banks in a developing country like Ghana using Intercontinental bank as a case study. The study employed quantitative research techniques. Semi-structured questionnaire was designed for the study. The findings show that the bank is doing well by maintaining the relationship it initiates with its clients but must work on improving the number of contact time with them as e-CRM provides them with the opportunity to do so. However, a significant finding from the study is the realization that majority of respondents were willing to recommend the bank to others an indication that they were happy with the level of service at the bank. Although significant portion of those who considered the possibility of leaving indicated that they will do so because of delayed transactions. It is in the light of this that the research is said to play a significant role in the banking sector and for the nation as a whole.P.O.Box 3077, Kaneshie, Accra Ghana. 0233 244184980/0233 271015288
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Robertsson, Anna, Jessica Gråsten, and Jonsson Mari Renfors. "Banken som bygger relationer : En studie om hur SEB ökar antalet lojala kunder." Thesis, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-12579.
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Problem: På dagens marknad finns det flera olika bankaktörer som konkurrerar om kunderna, vilket även gör att det blir större konkurrens mellan bankerna. Vad är det som tilltalar en kund att stanna kvar hos en bank och bli lojal mot den? SEB bör öka sin kundlojalitet, men själva innebörden av ordet kundlojalitet kan betyda olika saker för olika individer, vilket kan bli problematiskt i SEB:s kommunikation till kunderna. Syfte: Syftet är att undersöka hur SEB omvandlar kundlojalitet till att skapa och utveckla långsiktiga relationer i sitt dagliga arbete. Metod: Den metod som användes till denna studie var av kvalitativ karaktär, då författarna använde sig av intervjuer på anställda inom organisationen. Genom dessa intervjuer insamlades information till studiens empiri, som sedan analyserades tillsammans med den teori som presenterats i studien. Slutsats: Det kan vara lätt att få den uppfattningen att Relationsmarknadsföring (RM) är svart eller vit. Att antingen har ett företag lojala kunder eller så har dem de inte. Istället visar det sig att det finns ett brett spektrum av olika nyanser eller nivåer när det gäller kontakt och kommunikation med kunder. Att kunna anpassa sig utefter kundens individuella behov och situation och leva upp till olika förväntningar, kan vara en god väg till att en kund stannar kvar hos företaget. En lojal kund.Problem: In today’s market, there are several different bank operators competing for customers, including making it more and more competition between banks. What is it that appeals to a customer to stay with a bank and be loyal to it? SEB should increase its customer loyalty, but the very meaning of the word loyalty can mean different things to different individuals, who can be problematic in SEB: s communications with the customers. Purpose: The purpose is to examine how SEB converts customer loyalty to create and develop long term relationships in their daily work. Method: The methodology used for this study was qualitative in nature; the authors used interviews with employees within the organization. These interviews collected information to the study’s empirical work, and then analyzed with the theory presented in the study. Conclusions: It can be easy to get the idea that Relationship marketing (RM) is black or white. That either have a company loyal customers or not. Instead, it appears that there is a wide spectrum of different shades or levels of contact and communication with customers. Being able to adapt to the customer´s individual needs and situation and respond to different expectations might be a good way for the customer to stay with the company. A loyal customer.
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Malhotra, Neeru. "Analysing relationships among frontline employee perceptions of rewards, attitudes and service quality in banking call centres : an internal marketing perspective." Thesis, University of Bradford, 2004. http://hdl.handle.net/10454/3465.
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The basic purpose of the research is to understand the significance of internal marketing in influencing frontline employees'job-related attitudes and service quality. Since rewards are considered to be an important compqnent of internal marketing, this research investigates relationships among frontline employee perceptions of rewards (extrinsic and intrinsic), attitudes (three components of organisational commitment viz. affective, normative and continuance, and job satisfaction), and service quality, in banking call centres. In this context, a conceptual model is presented comprising rewards as the antecedentsa, ttitudes as the mediating variables, and service quality of the frontline employees as the outcome variable. The model is empirically tested through a large sample study that is conducted among 4 call centres of a major retail bank in the UK. Following certain qualitative in-depth interviews at the exploratory stage, structural equation modelling (using AMOS) is carried out on 342 useable questionnaires (response rate of more than 50%), to empirically test the proposed framework for the study. The measurement and structural models, after validation and purification, provided satisfactory fit estimates across absolute, incremental and parsimonious measures. The results highlight the importance of rewards, as part of internal marketing, in maintaining employee attitudes, and improving service quality. Intrinsic rewards (like role clarity, training and skill variety) emerged as the most significant of all, as they were found to impact on service quality directly. Extrinsic social rewards (like supervision and team support) were not found to be significant, while the finding regarding extrinsic organisational rewards-service quality relationship was surprising. Although assumed important for perfon-nance, some had no direct effect (pay, and benefits satisfaction, extrinsic exchange), while others (working conditions and promotional opportunities) exerted a negative direct effect on service quality, although the indirect effect of most of these rewards was found to be positive. However, these rewards were considered important for influencing employee attitudes, which in turn influence service quality. In this context, the importance of employee attitudes like affective commitment and job satisfaction is emphasisedfor service quality. The empirical results of the study also reveal that it is the nature of commitment that matters in commitment-service quality relationship. Affective commitment emerged as the only attitude variable to bear a significant positive relationship with service quality. Job satisfaction was not found to impact on service quality directly, although the indirect effect was found to be positive. Normative commitment impacted on service quality indirectly, while continuance commitment was not found to be effective at all. Besides theoretical and methodological contributions, the thesis also provides strong managerial implications and directions for future research in applying internal marketing for improving service quality of frontline employees in call centres. Keywords: internal marketing, rewards, service quality, commitment, job satisfaction, UK banks, call centres, frontline employees.
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ABGHARI, SHABNAM, and REEF FAKHOURI. "The Relationship between Level of acculturation and Service Quality Perception : A Case study of Swedish Banks and Customers with Iranian and Iraqi cultural origins living in Sweden." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6401.
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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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Sarwary, Zahida. "The analysis of antecedents of bank-SME loyalty : professionalism, relationship quality, corporate image & switching barrier as a moderator." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-10455.
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The aim of this study is to combine the various concepts, in the field of SME in service based industry, being developed independently by researchers. The goal is to provide a comprehensive overview on the rules and interactions of the involved factors. An investigation of the influence of corporate image and relationship quality on customer loyalty, among SMEs in the banking sector, is carried out. The moderating role of switching barrier is investigated. Furthermore the background variables, affecting relationship quality and corporate image, are investigated. This provides a deeper understanding on how customer loyalty is achieved. Such a deeper understanding on achieving customer loyalty can be regarded as a competitive tool especially in the banking sector with many financial providers and the products being alike. This article is based on 335 valid questionnaires returned from SME customers established in Sweden. The negative impact of Switching barrier on customer loyalty indicates that switching barrier should be avoided thus it decreases customer loyalty and does not have a moderating role. Instead focus should be put on delivering high professionalism which will contribute to higher level of relationship quality and positive perception of corporate image. This, in turn, will eliminate the moderating role of switching barrier and lead to customer loyalty.
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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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Ågren, Sofia, and Nanette Brorén. "Hur påverkar kontantlösa banker relationen till kunderna?" Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-14548.
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Titel: Hur påverkar kontantlösa banker relationen till kunderna? Nivå: C-uppsats i ämnet företagsekonomi Författare: Sofia Ågren och Nanette Brorén Handledare: Per-Arne Wikström Datum: Juni 2013 Syfte: Syftet är att belysa hur förändringen med bankernas kontanthantering i Sverige påverkar relationen med deras kunder med anseende på kundernas syn till de nya bankkanalerna. Metod: Denna uppsats har genomförts med en kvalitativ metodansats, detta på grund av att vi ville få en djupare förklaring och förståelse till det fenomen som vi studerade. Vi valde att utföra sju intervjuer med personer på sju olika bankkontor. För att samla information till empirin använde vi oss i denna studie av semi-strukturerade intervjuer, där frågorna som vi ställde till respondenterna var ganska öppna. Detta valde vi eftersom att vi ville att respondenterna skulle få mer rum för att fritt kunna framföra det som de ville ha sagt, att vi då inte skulle styra dem särskilt mycket i deras svar. Men samtidigt ville vi ha stöd och hjälp av riktlinjerna i en intervjuguide, detta för att vara säkra på att få med det som vi ville ta upp i denna studie. Resultat & slutsats: Bankkontoren som vi besökte har undersökt vad kunderna vill ha genom olika kundundersökningar. Via dessa undersökningar har de sedan kunnat se ett mönster från kunderna, bland annat att efterfrågan på kontanter minskar och efterfrågan på personlig rådgivning ökar. Vilket gör att bankerna har anpassat sig efter kundernas behov genom att ta bort kontanthanteringen över disk och frigjort tid till de privata rådgivningarna. Relationsmarknadsföringen är viktigt för att kunna bygga en långsiktig relation mellan kunden och banken, kärnan inom relationsmarknadsföringen är själva relationen. För att bevara och skapa förtroendet hos kunder är det viktigt att medarbetarna på bankkontoren lyssnar på sina kunder. Detta för att de sedan på ett bra sätt ska kunna hitta den bästa lösningen för var och en av kunderna utifrån deras behov. Bankerna som vi besökte hade tagit bort kontanthanteringen över disk och ingen av dessa banker har tappat många kunder på grund av det. Att det har gått så pass bra kan bero på att bankerna i ett tidigt stadium berättade för sina kunder att förändringen skulle ske och gav kunderna andra lösningar än kontanter. Förslag till fortsatt forskning: I den fortsatta forskningen skulle det kunna göras en liknande studie som denna, men att den utgår från kundernas perspektiv istället. En annan intressant fortsatt forskning skulle vara att det inte bara studerade från kundernas perspektiv, utan från både kund- och bankperspektiv. Att dessa sedan kan jämföras för att undersöka om de anser att detta har påverkat relationen på olika sätt. Uppsatsens bidrag: Det bidrag som vi vill ge med denna studie är att ge en förklaring till hur en förändring i en verksamhet kan påverka dess relation med kunderna. Denna studie kan vara till nytta för olika bankkontor, där de då kan se hur andra har jobbat vid en sådan förändring och hur kunderna har reagerat. Nyckelord: Kontantlöst samhälle, förtroende hos bank, bankernas relation till kunderna, kontanthantering, kontantlösa banker i Sverige, kundernas förtroende, förväntan, relationsmarknadsföring och kundrelationer.Title: ”How does cashless banks affect the relationship with the customers?” Level: Final assignment for Bachelor Degree in Business Administration Author: Sofia Ågren and Nanette Brorén Supervisor: Per-Arne Wikström Date: June 2013 Aim: The purpose is to illustrate how the change in banks' cash management in Sweden affects the relationship with their customers with respect to customers’ views of the new banking channels. Method: This paper has been carried out with a qualitative method, this because we wanted to get a deeper explanation and understanding of the phenomenon that we decides to study. We chose to perform seven interviews with persons in seven different bank offices. To collect the empirical data we used semi-structured interviews. We chose to use that kind of interview because we wanted the respondents to have more room to freely express what they wanted to say, that we would not control them as much in their response. But at the same time we wanted to have the support and help of the guidelines in an interview guide, this to be sure to get what we wanted to address in our study. Result and Conclusions: The bank offices that we visited have checked what customers want through surveys. By these they have seen a pattern from the customers, the demand for cash has decreased and the demand for personal financial advice has increased. This means that the banks have adapted to customer needs by removing manual cash handling and freed up time to private consulting. Relationship marketing is important for building a long term relationship between the customer and the bank, the core of relationship marketing is the actual relationship. It is important that the employees at the bank offices are listening to their customers in order to maintain and create trust among them. This in order to be able to find the best solution for each customer based on their needs. The banks that we visited have removed the manual cash management and none of these banks have lost many customers. This could be due to that the banks in an early stage told their customers that the change would occur and that they gave the customers different solutions to cash. The banks made sure that the customers were informed well in advance before the change took place. Suggestions for future research: A future research would be to undertake a similar study like this, but looking from the customer's perspective instead. Another interesting future research would be to not only study it from the customer's perspective, but from both the customers and banks perspective. This could be interesting because you then can compare these two groups to see if they feel that the change in cash handling has affected customers in different ways. Contribution of the thesis: The paper contributes to provide an explanation of how a change in a business may affect its relationship with the customers. This study may be useful for different banks, where they then can see how others have worked with such a change and how customers have reacted. Key words: Cashless society, confidence in the banking, banking relationship with customers, cash management, cashless bank in Sweden, customer confidence, expectation, relationship marketing and customer relationship.
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Alomran, Abdullah. "Electronic banking business practices and marketing." CSUSB ScholarWorks, 2002. https://scholarworks.lib.csusb.edu/etd-project/2068.
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The purpose of this study is to determine how banks and consumers are adapting to the Internet age; to understand the privacy, security and other issues involved with money transfers; to determine steps being taken to make e-banking adaptable to meeting the needs of the bank, customers, business and industry; to forecast e-banking potential; and to understand the role of marketing in the process.
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Jeong, Woocheon. "Three essays on the relationship between the banking sector, the real sector, and the political environment." Morgantown, W. Va. : [West Virginia University Libraries], 1999. http://etd.wvu.edu/templates/showETD.cfm?recnum=416.
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Thesis (Ph. D.)--West Virginia University, 1999.Title from document title page. Document formatted into pages; contains x, 91 p. : ill. Vita. Includes abstract. Includes bibliographical references.
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Sin, Kam Fan. "Banker and customer : incidents of their relationship in a changing financial world /." Click to view the E-thesis via HKUTO, 1989. http://sunzi.lib.hku.hk/hkuto/record/B38906831.
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Meese, Mikaela. "Strategic Alliances in German Banking : MBA-thesis in marketing." Thesis, University of Gävle, Department of Business Administration and Economics, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-3213.
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The core purpose of this study is to follow the development of strategic alliances within the banking sector. The objective is to get an idea of the use of strategic alliances in German banking and, furthermore, to understand what kind of alliances are entered and why. This will be achieved by analyzing and evaluating different German banks. The aim is to follow the tendency of banks to co-operate with other banks and competitors as well as intersectoral partners.
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Sin, Kam Fan, and 單錦帆. "Banker and customer: incidents of their relationship in a changing financial world." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1989. http://hub.hku.hk/bib/B38906831.
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Al-Shudukhi, Hind Nassir. "Marketing of bank services to the Saudi consumer." Thesis, University of Stirling, 1989. http://hdl.handle.net/1893/2185.
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Services marketing is a relatively new concept for the banking industry. Intense competition has forced banks to take greater interest in consumer banking. The focus of consumer banking is the provision of retail bank services which meet individual customers needs. Therefore, bankers need better ways to explore and understand the consumers market and needs. Banks need to understand the attitudes which affect consumers evaluation of bank services. This thesis is concerned with assessing the attitudes and marketing practices of Saudi banks and the consumers attitude towards these banks. A conflict exists between the two parties. Interest is prohibited by Islamic law, however, commercial banks operate on the basis of interest. The views of the bankers and consumers were analysed through questionnaires administered in Jeddah in the summer of 1988. Issues raised include attitude, concept, and marketing approach, usage of and satisfaction with bank services, attitude towards banks and bank interest as well as views on Islamic banking. While it is shown bankers grasp the concept and practise of marketing, consumers show reluctance and strong negative attitudes to dealing with banks due to the religious factor. It seems Islamic banking is an attractive alternative banking system for Saudi Arabia.
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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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Zhang, Caiping. "Essays in empirical economics wheat gluten imports, pear marketing and banking inefficiency /." Online access for everyone, 2008. http://www.dissertations.wsu.edu/Dissertations/Summer2008/C_Zhang_081508.pdf.
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Wong, Tze-kin Andy. "Design and marketing of over-the-counter option-linked deposit for retail banking market /." Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B19872094.
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Zhang, Ting Ting. "Relationship banking in the corporate banking sector since the financial crisis of 2007-2009 : case studies of eight banks." Thesis, University of the West of Scotland, 2013. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.744783.
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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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Su, Ying-Yueh. "Exploring the concepts and practices of relationship marketing within Taiwanese banks." Thesis, Bournemouth University, 2009. http://eprints.bournemouth.ac.uk/12875/.
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Relationship marketing (RM) is a concept developed in the Western literature which came to prominence in the 1980s. Few studies have, however, considered RM is an Eastern context and in particular the connection RM has with guanxi, the personal relationship or connections found in Chinese based cultures. This thesis adopts a broad perspective of RM from Western theories to explore the concepts and practices in Taiwanese banks. Using the existing definitions of RM, a number of RM components have been identified in this research which include the aims of RM (creation, enhancement, and maintenance), the RM mix (interaction, emotional contents, customer lifetime values, and customisation), and the outcomes of RM (long-term relationships, profitable relationship, customer share, and relationship termination). This research used in-depth interviews in order to investigate what Taiwanese banks understand about RM and how they implement RM to build customer relationships. 34 interviews were conducted with senior bank managers from 17 Taiwanese banks. All interviews were taped and transcribed. Template analysis was used to analyse the data. The findings suggest that Taiwanese banks have embraced these components when implementing RM. More importantly, guanxi, which is deeply embedded in Chinese culture, also has an influence on both concepts and practices of relationship marketing. As such, Western marketers, who have an understanding of the role of guanxi, could be more effective in implementing RM in Chinese-based economies. One of the key contributions of this thesis is on the development of the RM A.M.O. (RM's Aims, Mix, and Outcomes) framework which provides an overview of RM and the capability of the components. Also, acquiring market share, developing customer share and retaining relationships instead of relationship termination should be considered as part of relationship marketing practices.
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Vick, Sondra Kay. "Investment centers that are feasible in a credit union." CSUSB ScholarWorks, 2000. https://scholarworks.lib.csusb.edu/etd-project/1758.
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This project will identify the options available to a credit union desiring to open an office of the securities industry to provide investment products and advisory services to its member. The three options identified are becoming a branch office of an established broker/dealer, becoming an introducing broker/dealer, or purchasing an existing broker/dealer. An analysis will identify the required needs of an account executive in a computer system, client statements, and client confirmations. It will also analysis the capital requirements, the expenses of opening and running an office, fees charged to clients, and the licenses required. This project will show that any of these three options are feasible for a credit union but which option is chosen will be determined by the size and capital of the credit union undertaking this business venture.
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Abusafrita, Fthia Ramdan M. "The rate of adoption of formalised strategic marketing planning (FSMP) by the Libyan commercial banks (LCBs) : an exploratory study." Thesis, University of Gloucestershire, 2011. http://eprints.glos.ac.uk/3255/.
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The purpose of this thesis is to understand and explore the foundations of FSMP process in the banking industry. The primary research objectives are: to identify the managerial and performance related benefits of an FSMP approach; to understand the process of FSMP practice in the LCBs; to analyse the impact of contextual factors (internal and external factors) on the current state of development of an FSMP approach in the LCBs; and to conclude as to the potential benefits of an enhanced rate of FSMP adoption and recommend how it would best be achieved. It is important here to confirm that the research was carried out prior to the events in Libya in February 2011. Since the ideas for this research were based on the reality within the largest commercial banks situated in Libya, an interpretive approach was considered the appropriate option to address the research questions posed. Therefore, this study opted for a realistic approach because of its exploratory power and its adequacy to reveal the underlying causes of FSMP within this industry. To address the research objectives the survey strategy has chosen to answer the research questions. The combination of qualitative, quantitative techniques and archival data suggested by the interpretive philosophy and deductive approach is used for the reasons given above. The descriptive statistic analysis is used to analyse the structured questionnaires, and the pattern matching and coding analysis is utilised in order to analyse the semi-structured interviews. The major findings revealed that comprehensive strategic plans are in place, but that the processes by which they are created have significant limitations. In addition, FSMP in the LCBs is still evolving and that it is, currently, in growth. In terms of marketing lifecycle, marketing in LCBs is in its infancy stage, it was found, contrary to expectations that marketing departments have only been established recently. For this reason a number of barriers to FSMP were found. Based on these results, LCBs need to be aware of the strengths that they have and consider how to take advantage of them to capture the current opportunities in the Libyan market, without allowing their weaknesses and limitations to threaten their future and impede the banks' full potential. The main contributions of the current research are: understanding of the process of FSMP that is being introduced into LCBs; determining the contextual factors that affect the implementation of FSMP; identifying the major barriers to the success of the implementation of FSMP and providing a practical framework for FSMP in the LCBs in order to enhance its success.
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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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Elsharnouby, Tamer Hamed Safwat. "Relationship marketing: rhetoric and practice in the Egyptian retail banking sector." Thesis, Keele University, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.518338.
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Yamori, Nobuyoshi, Kozo Harimaya, and Yoshihiro Asai. "Recent Development of Information Technology in Japanese Banks." 名古屋大学大学院経済学研究科附属国際経済政策研究センター, 2005. http://hdl.handle.net/2237/11923.
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Kan, Nelson. "The need hierarchy of small/medium Chinese trading/mfg. firms and its implications on the strategy of local Chinese banks /." [Hong Kong : University of Hong Kong], 1985. http://sunzi.lib.hku.hk/hkuto/record.jsp?B12315977.
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Alrumaihi, Hanin A. A. R. O. "Corporate social responsibility in the banking industry in Kuwait." Thesis, University of Bradford, 2014. http://hdl.handle.net/10454/14866.
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As a result of globalization, the concept of Corporate Social responsibility (CSR) has become on the agendas of organizations over the past decade. The organizations in Kuwait are no exception; they have been striving to address and execute the best practices of CSR. The banking sector in Kuwait, which plays a pivotal role in the economy, represents an area of strong interest for anyone wanting to research the depiction of CSR in Kuwait since it was the first sector that introduced corporate social responsibility and is considered a pioneer in that field. However, no studies were found that have examined CSR policies in practice in Kuwait or in the banking sector in particular. This thesis therefore focuses on obtaining a better understanding of how corporate social responsibility works in practice in the Kuwaiti banks from the perspective of three groups: the decision makers of CSR in the Kuwaiti banks, the employees of the banks, and the banks’ customers. The researcher used a qualitative approach in which data were collected using interviews and document analysis. The collected data were interpreted and analysed and thereafter drawn the conclusion that banks are very clear in defining their CSR objectives which are aligned with their overall corporate strategy. However, there were commonalities and differences in how stakeholders understand and perceive CSR. The study also revealed that both the 2008 financial crisis and Islam influenced the way CSR is exercised in the banks, and moderately, influenced the employees and customers.
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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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Rootman, Chantal. "The influence of customer relationship management on the service quality of banks." Thesis, Nelson Mandela Metropolitan University, 2006. http://hdl.handle.net/10948/400.
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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 service delivery concepts. This study attempts to address this limitation. The study revolves around the customer relationship management and service quality of banks. Service firms, including banks, are vitally important to the economy of any country, as they contribute to its Gross Domestic Product (GDP) and employment rate. However, to survive in a complex, competitive business environment, service firms are required to focus on their clients’ needs. Specifically, banks can focus on their relationships with clients and levels of service quality. In order to establish the influence of selected variables on the customer relationship management (CRM) of banks and the influence of CRM on the service quality of banks, an empirical investigation was conducted. The aim of this study was to quantify significant relationships among selected variables; therefore the positivistic research paradigm was used. The sample consisted of banking clients in the Nelson Mandela Metropolitan area. The sample size was 290, with a response rate of 91.03%. The empirical investigation revealed that significant positive relationships exist between both the knowledgeability, and attitude, of bank employees and a bank’s CRM. These relationships imply that more extensive knowledgeability of bank employees and bank employees with more positive attitudes lead to improved, maintained relationships between a bank and its clients. In addition, the empirical investigation revealed that CRM positively influences the service quality of banks. This relationship implies that if a bank successfully maintains relationships with its clients, the bank’s level of perceived service quality would increase. Additionally, the empirical investigation has shown the relationship between a banking client’s age and the CRM of a bank. The higher the age of a banking client, the more that client considers the CRM of a bank to be important. There exists a relationship between a banking client’s education level and the perceived service quality of a bank. If a banking clients’ education level increases, the importance of their bank’s service quality decreases and, conversely, a banking client with a lower level of education regards the service quality level of a bank as more important than higher qualified clients. The study indicated that strategies to improve, specifically, the knowledgeability and attitude of bank employees can and should be implemented by banks in ways to positively influence their CRM and ultimately their service quality. In effect, this will increase client satisfaction and ensure client loyalty to the bank. Ultimately, this will contribute to the bank’s success, which will ensure economic stability and prosperity for a country.
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Liu, Yang. "The relationship between organisational culture and effectiveness in the Western Cape banking industry." Thesis, Cape Peninsula University of Technology, 2012. http://hdl.handle.net/20.500.11838/983.
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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, Date UnknownOrganisations in many industries, such as energy, banking and electronics, have faced increasingly complex and changing environments brought about by deregulation, technological revolution, foreign competition and unpredictable markets. Key to the success of these organisations is the development of a particular culture for the organisation. A well-conceived and well-managed organisation culture closely linked to organisation success, can also mean the difference between success and failure in the present demanding environment. Organisational culture has been assumed to have important implications, not only for the individual's affective reactions to organisational life, but also for organisational effectiveness. This study investigates the relationship between organizational culture and effectiveness in the Western Cape banking industry. Beginning with an existing model of organizational culture and effectiveness, the paper presents a linked study. The study uses survey data from six organizations designed to test the applicability of the model in the context of the Western Cape banking industry. The results support Denison's findings, namely that organisational culture has a positive impact on effectiveness. The discussion includes several recommendations for future research.
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Fitzsmmons, Brendan D. "A Quantitative Examination of the Relationship between the Cost of Regulatory Compliance and the Profitability and Efficiency of Community Banks." Thesis, Capella University, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=10744618.
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Several commentators argued that the regulatory requirements imposed on community banks over the past 15 years placed an inordinate impact on these entities when compared to their larger counterparts. Specifically, the literature questioned the effect of regulatory costs on Return on Equity, Return on Assets, and Efficiency Ratios in community banks. The communities and small businesses that these banks serve are negatively impacted if these banks continue to disappear due to failure or the result of increased mergers and acquisition activity. This study sought to determine whether a statistically significant correlation existed between regulatory costs, as defined by the combined cost of legal fees, audit expenses, consulting costs, data processing costs, and salary and benefit costs which could be ascribed to compliance personnel, the ROE, the ROA, and the Efficiency Ratios of 21 community banks in the State of Maryland. Based on the results of the correlation analysis, such a correlation does exist. A regression analysis was performed on the independent variable, the cost of regulatory compliance, and the three dependent variables, ROE, ROA, and Efficiency Ratio, for each bank. Of the 63 analyses performed (21 banks with three independent variables) a statistically significant result (where p < .05) was found in all but two instances and in one of those two, p = .053. The implications of this study weighed heavily on the nature of the governance of community banks by legislative and regulatory authorities. The relationship between the regulator and the regulated must be reexamined within the context of community banks. The ability of these institutions to continue to serve often rural communities may depend on how these authorities react to the regulatory burden imposed on community banks in this country.
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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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Matagne, Sébastien, and Mark Gérard. "The role of Relationship Marketing for Customer satisfaction in the banking sector." Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23706.
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More and more companies are faced with fierce competition; ergo, companies are consistently trying to build a long term relationships with their customer. In addition, a decade ago, relationship marketing gained more and more credibility among the companies and is still a topic of discussion today. Therefore, this study is aimed to describe how service firms can use relationship marketing as a strategy to develop customer satisfaction. A theoretical framework has been developed derived from a review of the existing literature in order to describe how service firms can use relationship marketing as a strategy to develop customer satisfaction. Five different tactics have been empirically investigated, namely the service quality, brand image, price perception, value offers and communication. A qualitative method has been chosen for this study. Three different companies have been studied within the banking sector and have been led by an inductive and deductive approach which will aim to investigate the aforementioned theoretical framework. The analysis of the empirical findings exposed and discovered some relevant findings. Indeed, empirical evidence suggests that four main customer relationship tactics have a role on customer satisfaction and trust; namely the service quality, the brand image, the price perception and the human capital. These tactics have been identified as having a crucial role on gaining customer satisfaction.
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Banna, Hasanul, and Naseef Rahman. "Impact of relationship marketing on customer loyalty in banking sector of UK." Thesis, Högskolan i Gävle, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-33469.
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Banking sector is one of the largest sectors dealing with individual customers directly and in fact the success and profitability of company is also based on the number of customer base and their level of transactions. The current banking industry is under immense pressure because now the customer switching is quite common but the banks are still trying to sustain their customer base by managing the customer loyalty program through effective customer relationship management. The current study revolves around the customer relationship and customer loyalty in banking sector of UK. The study has been started with objective to understand that whether relationship marketing have any significant impact on customer loyalty and customer retention in banking sector of UK. The study is based on primary research work where the customers of UK banking sector have been contacted through social media for supporting in research work. There are 2500 customers were targeted for the survey purpose but just 160 people replied with survey and the same data was used for result analysis. The convenience sampling method is used in study and the survey was conducted through survey questionnaire. The survey questionnaire was prepared on Likert Scale and the questionnaire was formed on Google Drive. The survey result is analysed with help of SPSS 22.0 and the major statistical used for study are Mean and graphical presentation. The hypothesis testing is done through ANOVA. The result indicates that there is a positive relationship between relationship marketing and customer loyalty and retention.
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Mak, Suk-fong Julia, and 麥淑芳. "A study of banking needs and bank selection criteria among local corporations and recommendation for bank marketing strategy." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1985. http://hub.hku.hk/bib/B3126332X.
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Neupane, S. "Conflicts of interest in IPOs: case of investment banks - a systematic review." Thesis, Cranfield University, 2008. http://dspace.lib.cranfield.ac.uk/handle/1826/12486.
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Since the burst of the internet bubble there is a great deal of interest in the way investment bank prices and allocates initial public offerings (IPOs). The additional scrutiny and spotlight is also because of the dominance of bookbuilding mechanism, which gives complete discretion in terms of allocation and pricing to underwriters, and the huge amount of money left on the table by the issuers, especially during the internet bubble period. Numerous press stories and law suit by investors and issuers alleged conflicts of interest by investment banks at the expense of issuers and investors. On the basis of scoping study we identified five areas to examine conflicts of interest: laddering, spinning, relationship banking, profit sharing allocation and allocation to affiliated funds. The findings of the systematic review show that very limited research has been done on the areas identified. Moreover, there is almost no evidence available to examine the behaviour of investment banks post internet bubble burst. Likewise, very limited evidence is available from countries other than United States. From whatever limited research has been done in these areas there does seem to be enough evidence to suggest that investment banks have been involved in activities that is in conflict with their responsibilities and duties. There is clear evidence of wrong doing by investment banks in US during the internet bubble period by being involved in spinning, laddering and profit sharing allocations. There is not much evidence available at the moment to charge the underwriters of exploiting issuers and investors through the use of affiliated banks, venture capitalists and mutual funds. There is a great need to examine the behaviour of investment banks not only for the sake of the stability of the financial markets but also for the financial intermediaries themselves as unnecessary regulations undermine the efficient operations of financial markets.
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Wong, Tze-kin Andy, and 黃子健. "Design and marketing of over-the-counter option-linked deposit for retail banking market." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1998. http://hub.hku.hk/bib/B31269436.
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Khan, Tahreem Noor. "A study of customers' perception and attitude to Islamic banking : products, services, staff, shari'ah board and marketing in five countries : Pakistan, Malaysia, Saudi Arabia, UAE and UK." Thesis, University of Aberdeen, 2011. http://digitool.abdn.ac.uk:80/webclient/DeliveryManager?pid=179557.
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Islamic banking emerged rapidly to fulfil the financial needs of Muslim consumers, by using different viable modes of Islamic financing. These tools of financing were designed to avoid risk-free return, unjustified increase of money on money (ribii.) and uncertainty (gharar). To offer Islamic finance products and services, the number of full-fledged Islamic bank branches has increased since 1985. The industry then further expanded with the entrance of local and international conventional banks, which advertised their Islamic banking products heavily. At the present time of heightened competition, it has become more difficult for Islamic banks to differentiate themselves in terms of providing products and services. By understanding customers' attitudes, it might be possible to differentiate their banking products and services. Therefore this research investigated the level of satisfaction and overall attitudes of respondents, both Islamic and conventional bank users, of different nationalities and aged between 30-40, living in Pakistan, UK, UAE, Saudi Arabia and Malaysia. Through an online survey regarding Islamic banking objectives, products, services, staff, Shari 'ah board and marketing, 385 responses were collected and analysed using the techniques of means and percentages. SPSS and Excel were used to produce bar charts and tables. Another distinctive aspect of this research was that it analysed product advertisements of Islamic banks (full-fledged and local/international banks) on websites based in Pakistan, UK, UAE, Saudi Arabia and Malaysia, in order to understand the differences and similarities with regard to website structures, content information, colour, marketed web products and targeted audiences. By investigating these factors, this research provided practical suggestions to design effective webpages or promotional messages to educate and inform customers of the distinction between the Islamic banking products and services that have emerged as a result of increasing competition in this market. Based on both quantitative and qualitative methods, the result of this research suggested Islamic banks should focus on the components of Customer Relationship Management (CRM) to achieve strategic competitive advantages. The research findings-suggested that Islamic banks should gather sufficient customer related information from all banking channels and utilise it accurately to reconnect with customers by offering innovative products, re- establish lost connections with existing customers, build relationships with new customers, reconstruct a trustworthy image and revise marketing approaches. Most importantly, these banks should refocus on incorporating the Islamic elements of gharar- (uncertainty) and r ib d- (usury) free operational processes. This research strongly asserted that verbal authenticity by Islamic banks and a reliance on highly-camouflaged conventional banking products alone cannot build customer trust. To regain trust, and to acquire a greater market share in the competitive financial sector, Islamic banks' staff and Shari 'ah scholars need to imply sincere motivation, truthful intention, and dynamic, personalised and practical CRM approaches to uplift the Islamic financial brand and to fulfil its promises.
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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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Albertazzi, Ugo. "Essays in banking." Doctoral thesis, Universite Libre de Bruxelles, 2011. http://hdl.handle.net/2013/ULB-DIPOT:oai:dipot.ulb.ac.be:2013/209878.
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Cette thèse contient trois études sur le fonctionnement des banques.Le premier Chapitre analyse empiriquement comment la capacité d’offrir des emprunts à long terme est influencée par la dimension des intermédiaires financiers.
Le deuxième Chapitre analyse, avec un model théorique caractérisé par la présence de soft-budget constraint, ratchet effect et short-termism, comment la pression compétitive influence la capacité des banque de financer le firmes ayant des projets de bonne qualité.
Le troisième Chapitre examine, avec un model théorique du type moral hazard common agency, le conflits d'intérêts des banques universelles.
Financial intermediaries are recognized to promote the efficiency of resource allocation by mitigating problems of incentives, asymmetric information and contract incompleteness. The role played by financial intermediaries is considered so crucial that these institutions have received all over the world the greatest attention of regulators.
Across and within banking sectors it is possible to observe a wide variety of intermediaries. Banks may differ in their size, market power and degree of specialization. This variety raises interesting questions about the features of a well functioning banking sector. These questions have inspired an important body of economic literature which, however, is still inconclusive in many aspects. This dissertation includes three studies intending to contribute in this direction.
Chapter 1 will empirically study the willingness of smaller and larger lenders to grant long-term loans which, as credit to SME's, constitute an opaque segment of the credit market. Chapter 2 analyzes, with a theoretical model, the effects of competition on the efficiency of the banking sector when this is characterized by dynamic commitment issues which brings to excessive refinancing of bad quality investments (so called soft-budget constraint) or excessive termination of good ones (ratchet effect and short-termism). Chapter 3 presents a model to investigate to what extent the distortions posed by conflicts of interest in universal banks can be addressed through the provision of appropriate incentive schemes by the different categories of clients.
Doctorat en Sciences économiques et de gestion
info:eu-repo/semantics/nonPublished
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Zwakala, Kuhle Mkanyiseli. "Brand identity of a selected South African bank." Thesis, Cape Peninsula University of Technology, 2016. http://hdl.handle.net/20.500.11838/2435.
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Thesis (MTech (Marketing))--Cape Peninsula University of Technology, 2016.By virtue of existence, a brand has a history, and probably an envisaged future. Collectively these variables are understood to be central to a brand’s identity formulation. However, there are various other elements that may inform brand identity construction. This study investigated brand identity formulation of a bank brand in the South African banking sector. In essence, the current study probed variables or elements that inform brand identity formulation, in this service oriented sector. It is understood that individual human identities can collectively influence the formulation of an institution’s brand identity, among other factors. Therefore, a question arises whether academic brand identity theory and practice are congruent in service sectors, particularly the South African banking sector. Dominated by few major banks, the South African banking sector is characterised by an oligopolistic market structure, where services provided are seen to be generic. Hence, the current inquiry on the practice (or lack thereof) of brand identity theory for differentiation, and distinction purposes. In this regard, Nedbank was used as a reference institution. In essence, Nedbank brand identity was investigated.
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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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Shumba, Richard Christopher. "The effectiveness of social media in the marketing of a selected commercial bank in the Western Cape, South Africa." Thesis, Cape Peninsula University of Technology, 2018. http://hdl.handle.net/20.500.11838/2803.
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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2018.The key objective of this study is to determine the effectiveness of social media as a banking communication tool for a selected commercial bank in the Western Cape, South Africa. A secondary objective is to measure bank users’ perceptions regarding the use of social media to market various banking products and portfolios. The study employs a confusion matrix design to collect and analyse data, combining quantitative and qualitative research methods to understand and address the research problem. An emerging understanding of integrated banking communication is the foundation on which this research is built. It provides a context for the study, and highlights the effectiveness and limitations of social media in banking. A review of the relevant SMBA affirmed the importance of the social media in banking, and provided the basis for a framework and approach to interactive banking. A comprehensive social media banking application (SMBa) could be designed in line with banking practices to create an enabling business environment. This could reinforce banking communication for South African banks and enable a tailor-made banking communication model aligned to social media, in order to develop a sharing-culture.