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Bissen, Sholpan. "Corporate Social Responsibility in Retail Banking." St. Gallen, 2009. http://www.biblio.unisg.ch/org/biblio/edoc.nsf/wwwDisplayIdentifier/05612007001/$FILE/05612007001.pdf.
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Wong, Yuk Lan. "Business excellence model for retail banking." Thesis, Sheffield Hallam University, 2000. http://shura.shu.ac.uk/3826/.
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Creating customer value and building stockholder value are the cornerstones for excellence in any business endeavour. In an under-developed economy, financial institutions may accomplish these objectives through a customer focus strategy and implementation of some quality management principles. However, with the increasing accessibility to new technologies and intensified competition, managers have been alerted and become more aware of the fact that achieving excellence is made even more difficult - financial institutions must now do much more to excel in the competitive retail banking environment of the new millennium. It is believed, and the findings of the present work support, that the formulation of a robust improvement model capable of guiding through the whole excellence pursuant process will provide a solid foundation for successfully meeting the challenge. The burning desire to enhance competitiveness and drive for achieving business excellence have nurtured the development of a new Business Excellence Model for successful implementation of TQM in retail banking. It was found that existing TQM and business excellence models provide only prescriptive and indicative roadmaps for companies to follow but fail to provide a complete coverage of TQM concepts, holistic measure of business excellence and validated links between TQM elements and business excellence. Hence, some financial institutions may cast doubts on their applicability of TQM because the relationships between TQM principles and the results of business excellence are not assessed. As such, it should be valuable to develop and provide a model, which is capable of covering the TQM essence in a structured way to drive total quality improvement efforts. The present research aims to develop a theory-driven as well as practical model for retail banks and the retail banking sector to achieve business excellence. In the process, Hong Kong retail banks and the Hong Kong retail banking sector were chosen as the context for the present research to obtain valuable data on how successful implementation of TQM essence could contribute to business excellence in a Chinese society. Both employees and customers inputs, being the important sources of stakeholder information, have been the basis for analysis. Top performing bank's executives were interviewed to identify the core activities and factors that determine their bank's success. Further, data were collected from executives of 47 retail banks in Hong Kong. Structural equation modelling was employed to develop the new Business Excellence Model (BEM). SEM's software programme was employed to analyse the goodness of fit of the new BEM. The forces of excellence indices and business excellence indices of the sampled retail banks were computed using the Partial Least Squares (PLS) technique. The same procedure was also applied to the data collected ll from retail customers in the survey to measure the level of customer satisfaction of the retail banking sector. The indices of the BEM were then matched to the customer satisfaction indices of retail banks and retail banking sector for higher level of analysis. Findings of the present work indicate that the new BEM fits the data of the 47 retail banks very well. The BEM is a valid and reliable model for enabling retail banks to review the current level of practice in relation to their critical success factors continuously. With the new BEM, they can now measure and drive improvement in their critical activities and finally achieving business excellence. Similar results obtained for customer focus dimension of the BEM and the customer satisfaction measurement have further substantiated the robustness and usefulness of the new BEM. Hence, the new Business Excellence Model should be a valuable means for retail banks and the retail banking sector to pursue business excellence and to gain a competitive edge in the new millennium.
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David-West, Olayinka. "An IDS assessment of electronic banking performance in retail banking." Thesis, University of Manchester, 2012. https://www.research.manchester.ac.uk/portal/en/theses/an-ids-assessment-of-electronic-banking-performance-in-retail-banking(b2fa0a96-16a1-4c85-98d1-8bb8952919c8).html.
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The adoption of electronic self-service systems (SSTs), using information technology (IT) devices and channels, for the provision of banking services (also known as electronic banking or e-banking) has evolved in the last decade in emerging markets. In Nigeria, for instance, this development is driving the movement towards a cashless economy. These services, however, are fraught with problems ranging from incidents of fraud, empty automated teller machines (ATMs), the inability of the ATMs to dispense cash, and outright service unavailability. Thus, the primary objective of this study is to identify service improvements following current electronic banking service performance measures. Given the dearth of developing country research and appropriate constructs, secondary objectives include the: 1) conceptualisation of e-service using service science principles; 2) description of factors and attributes of electronic banking quality (EBQ) in Nigeria; 3) identification of consumer perceptions of EBQ; 4) proposal of a model of EBQ; and 5) rank and score EBQ performance. A three-step sequential mixed-methods research design is conducted. This consists of a substantial qualitative (QUAL) process that posits EBQ constructs using grounded theory techniques. This is followed by an equally substantial quantitative (QUAN) process that employs survey methods in the formulation of a scale to measure EBQ. The final quantitative (quan) process scores EBQ using survey research methods and intelligent decision system (IDS) analysis. Consumer perception measurements of Nigerian bank customers using the derived dimensions of EBQ - acceptability, accessibility, competence, convenience, reliability, responsiveness, security/privacy, access to support, availability of support, and usability - generated an unimpressive industry performance score of 56%. The thesis concludes that even though Nigerian bank customers are desirous of participating in the cashless economy, issues of cash security and responsiveness are paramount. Service improvement spaces for e-banking operators, centred on rigorous strategic planning initiatives, are identified alongside additional initiatives for bank customers and regulators. In summary, this thesis presents an alternative scale to measure consumer perceptions of EBQ that adds to the existing body of knowledge.
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Veil, Michael. "Direktbanken im Retail-Banking : Informationstechnologie und Strategie /." Freiburg i. Br. : Haufe, 1998. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=007960522&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
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Tong, Tracy. "Strategic analysis of a retail banking firm /." Burnaby B.C. : Simon Fraser University, 2005. http://ir.lib.sfu.ca/handle/1892/3686.
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Loizides, Alecos. "Service quality in retail banking in Cyprus." Thesis, University of Manchester, 2005. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.488917.
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Borbón, Ernesto 1973. "The effects of technology in retail banking." Thesis, Massachusetts Institute of Technology, 2003. http://hdl.handle.net/1721.1/29735.
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Thesis (S.M.)--Massachusetts Institute of Technology, Sloan School of Management, 2003.Includes bibliographical references (leaves 69-77).
This paper was written acknowledging that technology has become an indispensable part of banking and its purpose is to analyze the effects of technology in the retail bank-client service delivery and will only refer to the back-office aspect of banking (and related technologies) as it becomes necessary to support the arguments or descriptions, therefore depth regarding this area will be intentionally limited. The paper is organized in 5 chapters. Chapter 1, Retail Banking Industry, definition and analysis. This chapter defines "retail banking" for the purpose of the paper, and presents a value chain and a five forces analysis to determine where technology could be more beneficial for the retail banks. Chapter 2, Non-financial competitors, discusses examples of existing and potential technology enabled non-financial firms to offer financial services ranging from just an information source to full blown payment channel. Chapter 3, Analysis of Relevant Technologies, brings some perspective on how technologies already adopted by end-users could be used (or are already been used) to deliver banking services. It also presents statistics about these technologies and a brief discussion on how consumers have changed their behaviors to embrace these new technologies. Some of these technologies are payment cards, mobile communication devices, internet, software agents and telematics Chapter 4, Security and Privacy Concerns, due to the nature of the products and services in the banking industry, the issue of security and privacy are extremely important and they enhance or hinder consumer adoption of new technologies. That is why these concerns will be discussed in a separate chapter. Chapter 5, Putting it All Together, building on the information gathered in the previous 4 chapters this fifth chapter presents a potential scenario of how these technologies could change the way we will do banking in the near future.
by Ernesto Borbon.
S.M.
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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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Cheng, Ka-yee. "The retail distribution strategy for Hongkong Bank /." [Hong Kong : University of Hong Kong], 1993. http://sunzi.lib.hku.hk/hkuto/record.jsp?B13497960.
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Guo, Qingyu. "Strategies of Customer Relationship Profitability in Retail Banking." Thesis, Karlstad University, Division for Business and Economics, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-4598.
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The thesis aims to explore the strategies or tactics which make the retail banking profit from customer relationship. Through analyzing RR (relationship revenue) and RC (relationship cost), the report gets the strategies or tactics for the profitability in customer relationship base (CRP - customer relationship profitability).Relationship is the basis for the customer between the retail banking. The stable and sound long-term relationship makes retail banking profit RR (relationship revenue) from it. And in the same time to maintain and enhance customers‘ relationship will incur RC (relationship cost). Certain of RC (relationship cost) it is compulsory if the banks try to get RR (relationship revenue) from customer relationship. The point is to find out the strategies which will make retail banking can benefit its CRP (customer relationship profitability) and still serve their customers effectively and efficiently by their limited resource simultaneously.
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Mohra, Majid. "Service delivery process in the retail banking industry." Thesis, University of Nottingham, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.288973.
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Rughoo, A. K. "An Empirical analysis of European retail banking integration." Thesis, London Metropolitan University, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.536736.
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Ramathe, Jacob. "The antecedents of customer experience in retail banking." Diss., University of Pretoria, 2010. http://hdl.handle.net/2263/25671.
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Customer experience in retail banking has become a key source of differentiation. Increased competition in the financial services industry and the global financial crisis caused financial institutions to find themselves in a difficult operating environment. A sustainable competitive advantage in the current environment cannot be achieved only through excellent service delivery, service quality and prices, but through the creation of memorable customer experiences. The current study expands on the conceptual framework for the creation of customer experience proposed by Verhoef, Lemon, Parasuraman, Roggeveen, Leonard and Schlesinger (2009). In this paper the nature and extent to which the determinants discussed by Verhoef et al. impact on the customer experience is assessed. Using a quantitative method, a survey questionnaire measuring customers’ perceptions about their experiences with the retail banking firms, was distributed to 1043 employees of the air transportation company. The study finds that the past experiences, brand and prices impacts more on customer experience than other determinants identified. The study also evaluates the impact of transformation and Black Economic Empowerment on customer experience. CopyrightDissertation (MBA)--University of Pretoria, 2010.
Gordon Institute of Business Science (GIBS)
unrestricted
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Carlwe, Alfred, and Oscar Kylberg. "Customer experience in retail banking : A swedish study." Thesis, Karlstads universitet, Handelshögskolan (from 2013), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-80774.
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Customer experience has become more difficult for companies to control with the expanding number of touch points that the companies must be aware off. One of the major reasons behind the expanding number of touch points has been digitalization. The financial sector is not excluded from this change. With the digitalization continuously improving and new financial technology (fintech) being developed, things might have changed. For example, bank offices and employees have been viewed as important in earlier studies, but has this changed? What is important and affects the customer experience in the Swedish financial sector today? The purpose of this paper is to gain a deeper understanding of which factors of banking services are considered important by customers today and whether there has been a shift since earlier studies. Thereby, we seek to establish what impacts the customer experience in financial institutions today. To find the answer to the purpose, a qualitative and quantitative study were conducted. The results of the full study show that employees are, as earlier studies have shown, still considered important when conducting a bank errand. However, in what context the employees are important seems to have changed. The results show that the quality that is delivered by the staff is important, while in earlier studies the relational aspect has been more important. Furthermore, the results show that bank offices are no longer considered important for the customer experience. Therefore, a shift can be identified. The study also show that it is important for the customer experience that the banks offer different channels for the customers to reach the bank. Furthermore, having the option to choose whether to resolve the bank errand on your own or obtain help from the bank is important for the customer experience. These two aspects are connected to the digital development of the industry. The results of the earlier research, referred to in this study, has not found these two aspects important. Our study therefore shows a significant shift, compared to earlier studies, in what customers consider important in contact with financial institutions.
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Lee, Siu-fung Stephen. "Strategic analysis of retail banking business in Hong Kong /." Hong Kong : University of Hong Kong, 1995. http://sunzi.lib.hku.hk/hkuto/record.jsp?B17095281.
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Drotskie, Adri. "Customer experience as the strategic differentiator in retail banking." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/1373.
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Till, Robert John. "Predictive behavioural models in credit scoring and retail banking." Thesis, Imperial College London, 2002. http://hdl.handle.net/10044/1/7984.
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Zhang, Dongmei. "Customer switching behaviour in the Chinese retail banking industry." Lincoln University, 2009. http://hdl.handle.net/10182/1789.
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With the intense competition and increasing globalization in the financial markets, bank management must develop customer-oriented strategies in order to compete successfully in the competitive retail banking environment. The longer a bank can retain a customer, the greater revenue and cost savings from that customer. However, customers are also more prone to changing their banking behaviour when they can purchase nearly identical financial products provided by the retail banks. In order to stay competitive, bank managers need to understand the factors that influence and determine consumer’s bank switching behaviour. With China's accession to the World Trade Organization (WTO), their financial services market was liberalized and deregulated. As a result, customers have a greater choice between domestic and foreign banks. Furthermore, the emergence of the internet allows customers to access financial products without limitation, and increases the Chinese retail banks’ ability to prevent customers’ switching banks. This study identifies and analyses the factors that influence bank customers’ switching behaviour in the Chinese retail banking industry. The findings reveal that Price, Reputation, Service Quality, Effective Advertising, Involuntary Switching, Distance, and Switching Costs have an impact on customers’ bank switching behaviour. The results also reveal that the Young Age and High Income Groups are more likely to switch banks. In general, the results of this research allow service marketers and practitioners to develop and implement services marketing strategies to decrease customer defection rates, and in turn, increase bank profits. Furthermore, this research provides useful information for future researchers who study switching-behaviour in the banking industry.
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Lee, Siu-fung Stephen, and 李兆豐. "Strategic analysis of retail banking business in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1995. http://hub.hku.hk/bib/B31266630.
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Búza, Ján. "Advanced Analytics in Retail Banking in the Czech Republic." Master's thesis, Vysoká škola ekonomická v Praze, 2014. http://www.nusl.cz/ntk/nusl-191761.
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Advanced analytics and big data allow a more complete picture of customers' preferences and demands. Through this deeper understanding, organizations of all types are finding new ways to engage with existing or potential customers. Research shows that companies using big data and advanced analytics in their operations have productivity and profitability rates that are 5 to 6 percent higher compared to their peers. At the same time it is almost impossible to find a banking institution in the Czech Republic exploiting potential of data analytics to its full extent. This thesis will therefore focus on exploring opportunities for banks applicable in the local context, taking into account technological and financial limitations as well as the market situation. Author will conduct interviews with bank managers and management consultants familiar with the topic in order to evaluate theoretical concepts and the best practices from around the world from the point of Czech market environment, to assess capability of local banks to exploit them and identify the main obstacles that stand in the way. Based on that a general framework for bank managers, who would like to use advanced analytics, will be proposed.
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Wanjau, Dolly Nyaguthii. "Employees' perception of leadership behaviour in retail banking / Dolly Wanjau." Thesis, North-West University, 2008. http://hdl.handle.net/10394/2064.
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Østergaard, Lars. "Optimizing retail banking channels for mass-market customers in Denmark." Thesis, University of Newcastle Upon Tyne, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.556280.
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The thesis deals with the optimization of retail banks' branch and Internet banking channels resulting from 1) the use of Porter's competitive strategy model which is suitable for the outside- in research approach adopted; 2) the potential for realizing improved efficiency and effectiveness; and 3) customers' requirements and satisfaction with products and services. Six research questions are posed: 1) Is M. Porter's competitive strategy appropriate for use among retail banks? 2) Is it correct that large banks are more cost efficient than are small- medium sized banks? 3) Are mass market retail bank customers generally satisfied with the products and services received? 4) Are there points of differentiation banks may use to remain competitive? 5) Does gender, age, place of residence, or occupation imply different banking requirements and satisfaction levels? 6) Are there customer segments in the marketplace with requirements not fulfilled by traditional retail banks? Banks are encouraged to balance inside-out and outside-in strategic approaches. Banks shall optimize learning, innovation and leadership capabilities as suggested by the Resource Based view to enhance customer experience and reduce inefficiency. Porter's competitive strategy has been extensively used in previous research and therefore here as a starting point for the research. The findings indicate that the differentiation options suggested by Porter are only partly suitable to banks. There are non-sustainable differentiation options which banks may focus on: lower prices; enhanced competences and interpersonal skills of the advisor; branch logistics; and Internet banking features. Large banks are not more cost efficient than are medium sized banks. This is because scale and scope inefficiencies in banking are small and the inability of management to facilitate progress and execute on operational obligations explains almost all the combined 20% X-inefficiency. The analysis results in four customer segments with different requirements particularly for channels. Customers are overall satisfied with products and services. There are significant differences between male and female customers' requirements and satisfaction. The primary data collection was undertaken prior to the financial crisis. A post-crisis investigation is likely to modify importance and satisfaction levels and emphasize the significance of banks offering sufficient lending facilities.
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Venables, Graeme. "Strategy disclosure in South Africa : 2012 banking and retail analysis." Thesis, Stellenbosch : Stellenbosch University, 2014. http://hdl.handle.net/10019.1/97285.
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Thesis (MBA)--Stellenbosch University, 2014.ENGLISH ABSTRACT: Stakeholders have demanded that strategic disclosure and sustainability reporting of companies are disclosed in more detail in order for the different stakeholders to form an opinion whether to invest, partner and contribute towards the sustainability of the company. Different stakeholders require different disclosure. Various bodies have been formed to established guidelines for sustainable reporting. The Global Reporting Initiative has become the leader in the field and have implemented the fourth generation of their Sustainable Reporting Guidelines. This study was to evaluate the strategic sustainable disclosure of companies in the banking and retail sectors. Five companies from each sector were selected being consistent with previous studies. The previous studies utilised the 2010 and 2011 information with this study focusing on the 2012 company reports. The reports used were the integrated annual reports, sustainability reports and annual financial statements where applicable. Strategic disclosure was evaluated against three different baseline models. Two of these models, being baseline 1 and baseline 2, were used in previous studies with a new baseline being introduced. Baseline 1 was based on the Global Reporting Initiatives third generation guidelines with seven reporting elements. Baseline 2 was based on the elements of the strategic architecture framework with eight reporting elements. Baseline 3 was based on the new Global Reporting Initiatives fourth generation reporting guidelines, which were issued in May 2013. The main differences from the Global Reporting Initiatives third generation and fourth generation was moving previous standard requirements to guidelines and the introduction of new standard disclosures. The study results showed an overall improvement in both sectors for all the companies using baseline 1 and 2 from 2011 to 2012. Baseline 3 differed to baseline 1 in only the organisational profile element with an additional fourteen questions but the removal of four questions. The results of the organisational profile were markedly worse than baseline 1 with an overall drop of 23% and 18% for the banking and retail sector respectively. Baseline 1 should be replaced by baseline 3 moving from the third to fourth generation of the Global Reporting Initiative sustainability guidelines.
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Abubakar, M. T. "Customer relationship management processes in the Nigerian retail banking sector." Thesis, University of Salford, 2017. http://usir.salford.ac.uk/43740/.
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The acceptance and wide adoption of relationship management strategies stem from the strategic competitive advantage(s) associated with an excellent customer-bank relationship. Similarly, its acceptance by big organisations and its subsequent performance in those organisations from developed nations results in its proliferation to other parts of the world. Similarly, due to perceived novelty of Western-based business theories in other parts of the world, organisations in developing countries adopt relationship management strategies with less concern on how economic and systematic differences could affect their effectiveness. Although few studies have highlighted this challenge, however, they are largely conceptual. Recent studies argue for the need to explore the impact of external environment on relationship management in the retail-banking context in an environment where face-to-face interactions dominate the business interaction. In an attempt to fill this gap, the researcher conducts a qualitative case study that draws on twenty-nine semi-structured interviews from three Nigerian banks. The researcher also reviewed banks' documents and secondary data on Nigeria/Sub-Saharan African banks based on the view that perception of relationship management by actors and implementers of the strategy affects its implementation, performance and success. Specifically, the research examines how managers perceive and implement customer relationship management, how external variables affect relationship development and management in the retail-banking sector, as well as how banks engage the use of technology in relationship management. The researcher uses within and cross-case analysis during data analysis. At data analysis stage, after initial pilot study, themes that emerged have been used to address the research questions. In the end, the study argues that external environment, specifically institutional frames, affects the effectiveness of relationship management in non-Western culture. Specifically, the study shows that in a bottom of the pyramid market, interpersonal relationship influences the effectiveness of relationship marketing approach of a bank, as banks conceptualise interpersonal relationship as an important instrument in marketing to customers. Lack of strong institutions and vital infrastructure results in weak system-based-trust, and thus interpersonal trust influences relationship initiation and management strategy of the banks, as customers accord value to effective trust – trust at a personal level. Further contribution shows how interpersonal relationship was supported by the presence of religious, racial and ethnic affiliation that encourage relationship development and management. Reflection of religious and ethnic affiliation through religious dress, religious greetings, language and tribal affiliation create identity relations and facilitate relationship initiation and development between boundary spanning elements and customers in the Nigerian retail-banking context. As weak system-based-trust affects bank-customer communication dimension, hence customer relationship management at the customer-facing level, the impact of interpersonal relationship and hence religious and ethnic affiliation in trust formation become strong. Thus, the study extends the impact of religion and ethnicity to non-Western context and the influence of religion and ethnic affiliation to conventional bank relationship literature. Based on these findings, the study recommends developing strategies that will negate and reduce the cost effect of high present of face-face-face interaction in the Nigerian retail-banking context, such as using incentives to promote the use of technology-enabled service delivery channels that link customers directly with the bank. Promotion of such channels may reduce high dependent on interpersonal channels and strengthen the link between banks and their customers. Furthermore, the study recommends the development of policies that will reduce the effect of risk associated with technology-enabled channels usage and hence excellent customer bank relationship. Consequently, the study recommends further study on the effectiveness of relationship marketing in mobile money (a form of banking method for retail customers in Sub-Saharan Africa), in relation to micro and small businesses that constitute significant percentage of retail banking customers in Nigeria.
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Soureli, Magdalini. "Identifying factors that determine cross-buying intention for financial services." Thesis, University of Manchester, 2007. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.491873.
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The marketing literature is rich in studies, but lacks strong models, on factors leading to cross-buying. Criticism of this literature lies in the focus on relationship depth and length rather than breadth. Most importantly, the majority of the previous relevant Studies have only implied the relationship between potential factors and cross-buying: there have been few established links confirmed by research data.
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Cutcher, Leanne Rose. "'Banking on the Customer': customer relations, employment relations and worker identity in the Australian retail banking industry." University of Sydney. Business, 2004. http://hdl.handle.net/2123/632.
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Previously consigned to the anonymity of �the product market� by researchers in traditional fields such as labour economics and industrial relations, the customer has recently attracted the attention of scholars from a diverse range of disciplines, including organisational behaviour, work psychology, labour process studies, gender studies, and critical management studies. In large part, this emerging interest in the customer is a result of the increasing dominance of service industries in developed economies and the recognition that service work entails a complex, three-way interaction between customers, management and workers. The literature identifies a range of competing and, at times, contradictory images of the customer. Rather than seeking to reconcile these competing representations, this thesis explores the multi-faceted nature of the customer presence and the implications for managers and workers in the retail banking industry in Australia. The thesis highlights how structural change and shifting discourses of the �customer� have influenced customer relations, employment relations, and worker identity in three areas of the retail banking industry: traditional retail banks, the credit union movement, and community banks. Drawing on detailed qualitative case study evidence, the thesis highlights the range of customers, both �real� and �constructed�, that can be found in the case study organisations. The thesis identifies the ways in which customers influence employment relations and how workers can be active in either accommodating or resisting the impact of these �customers� on workplace practice and worker identity. The central argument of the thesis is that, in addition to customers having a physical presence in and influence on organisational life, management and workers also construct �discursive customers� as a means of influencing the employment relationship and the meanings attached to service work. The study examines how these competing concepts of the customer and customer service influence both the customer-service provider relationship and service workers� relationships with one another and with management. Despite the increasing recognition that service work entails a three-way relationship between customers, management and workers, our understanding of how workers either welcome or resist the presence of this third actor in the employment relationship has, until recently remained very limited. This thesis makes a significant contribution to our understanding that for workers the customer is ever-present physically, emotionally and discursively.
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Cutcher, Leanne. "Banking on the customer customer relations, employment relations, and worker identity in the Australian retail banking industry /." Connect to full text, 2004. http://hdl.handle.net/2123/632.
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Thesis (Ph. D.)--University of Sydney, 2004.Title from title screen (viewed 8 May 2008). Submitted in fulfilment of the requirements for the degree of Doctor of Philosophy to the Discipline of Work and Organisational Studies, School of Business, Faculty of Economics and Business. Includes bibliographical references. Also available in print form.
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Koot, Christian. "Kundenloyalität, Kundenbindung und Kundenbindungspotential Modellgenese und empirische Überprüfung im Retail-Banking." München Verl. Dr. Hut, 2005. http://deposit.d-nb.de/cgi-bin/dokserv?idn=979173027.
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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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Lau, Wing-han Vivian, and 劉詠嫻. "Rightsourcing of property management services in Hong Kong's retail banking corporations." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2003. http://hub.hku.hk/bib/B42576969.
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Mistry, Kirtan Shirishkumar. "Factors influencing effective cost management within South Africa’s retail banking sector." Diss., University of Pretoria, 2010. http://hdl.handle.net/2263/24703.
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Today, organisations are faced with drastic economic challenges which include, the global financial crisis, credit crunch, globalisation and increased competitive forces. As market share shrinks, organisations strive to find new customers, and increase its bottom line, by adequately managing costs. The objective of cost management practices is to ensure that organisations have a true understanding of costs, so that it can continuously make the right decisions with regards to product mix, price and market. This research uses a qualitative methodology to uncover how the South African banks currently use costing principles. This is achieved through semi-structured long interviews with individuals, who are directly responsible for this function within their respective organisation. Gordon Institute of Business Science (GIBS)
unrestricted
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Motsoahae, Rethabile. "The effect of price promotions on customer utilisation in retail banking." Diss., University of Pretoria, 2020. http://hdl.handle.net/2263/75267.
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The aim of this research study is to determine the effect of price promotions on
customer channel utilisation in retail banking and how different types of message
framing improve the effectiveness of price promotions. The goals of this research are
to: 1) provide additional empirical evidence of whether the prospect theory’s loss
aversion is applicable in price promotions; 2) to identify the most effective message
framing/s in price promotions.
Price promotions have been identified as the most effective mean of increasing sales
and utilisation by retailers. It is well accepted that price promotions increase in
effectiveness when coupled with the appropriate type of message framing. This
research confirmed the effect of price promotions to be true and applicable in the
retail banking industry. It showed that different types of message framing can
improve the results of price promotions.
An experiment was conducted with four groups to test the main effects of the different
types of message framing. The results of the study confirmed the first research
hypothesis, demonstrating that price promotions have a significant effect on the
customer channel utilisation mean. A significant increase in mean customer channel
utilisation was observed for both the positive goal-framed price promotion and the
risky choice framed price promotion (where promotion benefits are static and known
upfront by all customers).
The original ‘loss aversion’ premise of prospect theory (which postulates that
customers are more prone to take up negative-framed promotions than positiveframed
promotions) was refuted by the results.
The implications of the study for retail bank executives and marketing managers are
discussed in the final chapter. Recommendations are provided for the bank
executives and marketing managers. Recommendations are also provided for how
to carry out future research.Mini Dissertation (MBA)--University of Pretoria, 2020.
Gordon Institute of Business Science (GIBS)
MBA
Unrestricted
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Caballero, Sebastian. "Build, Buy or Partner – Digitizing Securities Trading in Swedish Retail Banking." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-279567.
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Rapid rate of digitalization, emerging financial technology and changes in consumer behaviour have begun to transform the existing paradigm in the financial industry. Incumbent banks have found it difficult to keep up with this change however and are now faced with the challenge of deciding on what digital financial services build internally, buy externally or develop through partnerships. This study attempts to get a general overview of what factors traditional Swedish retail banks need to consider before deciding on a build, buy or partner strategy in order to digitize their financial services offering. This is done through a case study, where the empirical data consists of interviews with the retail division of a Swedish bank looking to digitize their securities trading offering as a response to a transforming industry. A few interviews were also conducted with people outside of the bank to increase the generalizability somewhat. The findings of the study identified 16 factors to be considered by traditional banks when faced with the challenge of deciding on whether to build, buy or partner in order to digitize their securities trading offering. Out of these, 9 factors were deemed to be especially important; Sustainable Competitive Advantage, Flexibility, Uncertainty, Supplier/Partner Relationship, Economies of Scale, Specialized Resources, Integration, Asset Specificity and Regulation. Several of the factors identified were shown to influence the build, buy or partner decision both positively and negatively and their impact should therefore be carefully evaluated and weighed against each other by managers before making a final decision on a build, buy or partner strategy.Ökad digitaliseringstakt, ny finansiell teknologi och förändringar i kundbeteenden driver på en transformering inom finansindustrin. Traditionella banker har haft svårt att följa med i denna utveckling, och ställs nu inför utmaningen att bestämma vilka digital finansiella tjänster de bör bygga internt, köpa in externt eller utveckla tillsammans med en extern aktör genom ett partnerskap. Denna studie syftar till att få en generell överblick över vilka faktorer som svenska storbanker behöver överväga innan de beslutar sig för en bygg-, köp- eller partnerstrategi för att digitalisera sitt erbjudande av finansiella tjänster. Detta görs i form av en case studie, där den empiriska datan till största del består av intervjuer med nyckelpersonal från en svensk bank som ingår i ett projekt att försöka digitalisera deras värdepappershandelserbjudande som ett svar på en industri i förändring. Ett fåtal intervjuer genomfördes också med personer utanför banken för att öka generaliserbarheten av studien något. Resultatet av studien identifierade 16 faktorer som bör övervägas av traditionella banker som ställs inför beslutet om att bygga, köpa eller ingå i ett partnerskap för att digitalisera sitt värdepappershandelserbjudande. Av dessa anses 9 faktorer vara särskilt viktiga; Långsiktiga Konkurrensfördelar, Flexibilitet, Osäkerhet, Leverantörs-/Partnerrelation, Stordriftsfördelar, Specialiserade Resurser, Integration, Funktionsspecificitet och Regelverk. Resultatet indikerar också att flera av de identifierade faktorer kan påverka beslutet om en bygg-, köp- eller partnerstrategi både positivt och negativt. Deras påverkan bör därför utvärderas noggrant och jämföras mot varandra innan ett slutligt beslut tas gällande en bygg, köp eller partnerstrategi.
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Lau, Wing-han Vivian. "Rightsourcing of property management services in Hong Kong's retail banking corporations." Click to view the E-thesis via HKUTO, 2003. http://sunzi.lib.hku.hk/hkuto/record/B42576969.
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Dupont, Dorthe HÃ¥hr. "Effective Strategies for Transformational Teams in the Danish Retail Banking Sector." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3764.
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Successful transformation projects in the retail banking industry focusing on improving customer experiences have yielded a verified increase in earnings per employee. The purpose of this single case study was to reveal the strategies used by transformational team managers to ensure improved customer experiences. The stakeholder theory was used as the theoretical framework to analyze the interplay between the project team and the base organization during the process of improving customer experiences. The population consisted of 6 managers of transformational teams in the Danish retail banking sector who were successfully delivering on assigned goals of improving customer services. The data were collected through both semistructured interviews and review of relevant company documents. Establishing a transparent and detailed audit trail in a combination of using member checking process contributed to the credibility and transferability of the findings. Applying a textual analysis provided the foundation for the development of a systematic hierarchical coding system based on mind mapping visualization of clusters of findings. The outcome led to the emergence of 3 themes: the ability to verify customer needs through various sources; the ability to engage and mobilize relevant internal stakeholders; and the ability for the transformational team to be agile, improvise, and adaptive to emerging challenges. Implications for positive social change include improved area customer experiences enabling customers to plan for a better economic future. Employees will benefit from improved customer experiences with more satisfied customers, which could lead to increased revenue and extended and more stable employment.
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Cheng, Ka-yee, and 鄭家怡. "The retail distribution strategy for Hongkong Bank." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1993. http://hub.hku.hk/bib/B31265583.
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Mullem, Theodorus Petrus Gerardus van. "Economic capital for Dutch retail banking books a study on the effects of embedded options in dutch retail banking books on interest rate risk and economic capital /." Enschede : University of Twente [Host], 2004. http://doc.utwente.nl/50842.
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Röhrs, Nina. "Transformation des Retail und Private Banking : Transformationsmodell - Geschäftsarchitektur - Strategische Entscheidungs- und Handlungsfelder /." [St. Gallen] : [s.n.], 2008. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=016410617&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
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Evrard, Phillipe. "Towards heterogeneous enterprise resilience : an empirical study of the retail banking sector." Thesis, University of Newcastle upon Tyne, 2007. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.490131.
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The Basel Accord of 1988 is the principle regulation for the international banking sector, and proposed revisions to the Accord represent some of the most significant changes to impact upon the sector in recent years. The new Accord incorporates operational risk, with the intention of better aligning regulatory capital to the underlying risks by encouraging better and more systemic risk management practices. Profit maximisation is said to be the key driver of banking activities; optimal risk management practices would facilitate a reduction in the capital charge enabling greater competitiveness. However, the impact of Basel II on the level of required capital is uncertain, with quantitative impact study results showing large reductions in minimum required capital, but uncertainty caused by banks historically holding capital above required minimums for both internal risk management purposes as well as to address the expectations of the market. This paper examines the impact of a new regulatory environment and the subsequent approaches taken in risk management within the banking sector. Strategic decision-making theory, the major schools of strategy, knowledge transfer and computer network risk management are reviewed to propose that regulatory dominance does not determine risk management sophistication; that environmental factors take precedence over regulatory mandates, and that strategy perspectives are shifting towards an organic approach to network risk strategies management. Measures of standards compliance, the impact of regulation upon relationships between sources and recipients of knowledge, environmental scanning, degrees of risk management sophistication, risk management strategy perspectives and heterogeneity of methodology were collected from 82 banking organisations from an initial sample of 652, from August 2004 to August 2005.
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Yu, Yi-Ting Marketing Australian School of Business UNSW. "Ambidexterity: the simultaneous pursuit of service and sales goals in retail banking." Awarded by:University of New South Wales. Marketing, 2010. http://handle.unsw.edu.au/1959.4/44776.
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Torn by having to meet the external demands of customers for quality service and internal demands for achieving sales targets, achieving a balance is not an easy task for traditional service units in fields such as retail banking, retailing, telecommunications, travel industry, and the like. This study examines the issue through the lens of an organizational ambidexterity framework. In the management literature, ambidexterity is used as a metaphor to describe an organization???s ability to perform seemingly conflicting tasks or pursue disparate goals simultaneously (Lubatkin et al., 2006). As an emerging research area, ambidexterity studies address the issue of how an organization can pursue multiple goals simultaneously (Benner & Tushman, 2003). The study has three specific objectives: 1) to conceptualize ambidexterity in the context of service and sales in a retail bank setting; 2) to identify and empirically examine the antecedents of branch ambidexterity; and 3) to examine the impact of ambidexterity on branch financial performance. Based on resource-based view and organization-context literature, the present study focuses on the impact of employee characteristics and contextual variables on branch ambidexterity and, ultimately, branch-level financial performance. The study uses both a qualitative and a quantitative approach. Data are collected from two large retail banks, one in Australia and one in Thailand. Findings are reported in three different studies. Study one reports findings based on the qualitative phase. Studies two and three report findings based on the quantitative data. A qualitative approach involves five bank branches and conducting a series of in-depth interviews with branch managers and frontline staff. It identifies employee constructs that have a positive or a negative impact on branch ambidexterity. These constructs are goal orientation, self-efficacy, and role stress. The role of branch context is also discussed. The quantitative approach involves data from 2,306 employees in 267 branches in a large Thai bank. Hierarchical linear modeling (HLM) is used to analyze the data. The quantitative data are used to test two models. The first model explores the direct impact of employees??? characteristics on branch ambidexterity. It is found that goal orientation, self-efficacy, and role stress are significantly associated with branch ambidexterity. The inclusion of transformational leadership as a moderator provides additional insights into the relationship between employee characteristics and branch ambidexterity. The second model tests the direct impact of contextual variables on branch ambidexterity. The contextual variables include empowerment, team support, fairness of rewards, and transformational leadership. Finally, it explores the impact of branch ambidexterity on branch financial performance. Data suggest that all four contextual variables make significant positive contributions to branch ambidexterity at the individual level. However, only empowerment, team support, and fairness of rewards have a significant group-level effect on branch ambidexterity. It is also found that branch ambidexterity is positively related to branch financial performance.
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Häßler, Georg Philipp. "Implementierbarkeit ausgewählter branchenfremder Konzepte im Retail Banking : Leistungstiefenverringerung und Franchising als Untersuchungsobjekte /." Hamburg : Kovač, 2004. http://www.gbv.de/dms/zbw/380088150.pdf.
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Moe, Todd Gregory. "The Many Functions of Commercial Banking: Liquidity Management, Mergers, and Retail Lending." OpenSIUC, 2018. https://opensiuc.lib.siu.edu/dissertations/1616.
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The main objective of this dissertation is to provide insight into commercial bank decisionmaking in the United States. To this end, commercial bank behavior is explored in three separate essays. Chapter 1 examines the liquidity adjustment behavior of U.S. commercial banks from 1993-2006. A panel vector autoregressive framework is employed to estimate the dynamic responses of bank loans and liquid assets to a variety of bank funding shocks. Orthogonalized impulse responses reveal that banks respond to disruptions in funding by extending less credit and hoarding liquid assets. This paper also highlights functional differences between small and large banks. Large banks generally have access to capital markets and other external funding sources; small banks do not. As a result, small banks are more sensitive to funding disruptions. Balance sheet liquidity is also vitally important for small banks. Small, liquid banks are able to continue lending in response to disruptions in core deposits while illiquid banks are forced to cut lending. Chapter 2 investigates the effects of bank mergers on deposit growth over the period 1994- 2005. The present study differentiates between mergers initiated by small and large banks. We find empirical evidence of deposit runoff to go along with the anecdotal evidence known to the banking community. Contrary to expectation, mergers initiated by large commercial banks are able maintain their deposit levels while mergers between small banks generally lose deposit funding. Chapter 3 analyzes the impact of the Dodd-Frank Act on key segments of the mortgage market. Error correction models of the residential real estate loan share and the non-jumbo loan share indicate that the Dodd-Frank Act coincided with a dramatic decline in both loan share measures. For example, the Dodd-Frank Act had a negative, long-run effect on the non-jumbo loan share for large commercial banks; reducing the non-jumbo loan share by 15.13%. Moreover, the residential real estate share declined by 8.79%. These findings are consistent with commercial banks re-allocating their loan portfolios in favor of high dollar C&I loans, commercial real estate loans, and jumbo mortgages in response to the increased fixed compliance costs of originating loans under the Dodd-Frank Act.
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Porter, Qing Amie. "Internet and competitive advantage : an empirical study of UK retail banking sector." Thesis, University of Warwick, 2005. http://wrap.warwick.ac.uk/2846/.
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There is wide agreement that the Internet has had a significant impact on the retail banking sector. However, no consensus has formed as to whether the Internet can provide retail banks with competitive advantage and if so, whether this competitive advantage is sustainable. This research project examines the provision of Internet usage in the UK retail banking sector. The goals of this study are threefold: 1) to explore the notion of "competitive advantage" in retail banking, 2) to understand why managers of retail banks invest in the Internet and what they consider are the advantages of Internet banking and 3) to ascertain why some managers of retail banks are more convinced of the benefits of the Internet as a generator of competitive advantage than others and whether this relates to the characteristics of their bank and/or its Internet strategies. A model of the use of the Internet in retail banking was developed. An analysis framework, based on the competitive advantage that the use of the Internet may produce, was also built up. In addition, a combination of qualitative and quantitative methodologies was utilised. Interviews were formulated and undertaken in order to extend the findings in the extant literature, and to further confirm and refine the theoretical framework of this study. Then utilising the results of the interviews, a survey was conducted and 151 senior managers responded. The responding mangers came from both small and large retail banks and, in addition, from building societies. They held a variety of different positions within their organisations. The thesis produced a number of significant findings. The concept of `competitive advantage' was defined in the UK retail banking sector. Key factors that provide retail banks with competitive advantage were identified; namely; "differentiation", "cost leadership" and "product uniqueness". These resembled Porter's generic strategies, however, the results rejected his concept of the "stuck-in-the-middle" competitive situation. He had indicated that an integrated strategy using more than one form of competitive advantage is likely to fail to achieve advantage. The results indicate that combined strategies are not only possible, but are likely to be the most successful overall Internet strategy for retail banking firms to pursue. The research concluded that the size and type of retail bank has direct impact on Internet strategy. Managers' perceptions of competitive advantage provided by the Internet is affected, both by the characteristics of their firms, and also by the Internet strategies that their banks employed. Internet strategies are confirmed to be mediation variables and have a good fit with the resource based view. This indicates that resource and core competences are crucial to the decision about which Internet strategies to employ to achieve maximum competitive advantage. The research therefore found that, in the Internet arena, the market-based view and the resource based perspective of competitive advantage may be seen as complementary as they are concerned with different domains (i. e. external and internal respectively). However when considering the issue of sustainability, a hypercompetitive view is more appropriate. It suggests that constantly being flexible, innovative and quickly responding to the changing environment are the foundations required for firms to achieve sustainable competitive advantage. Further, a number of issues were identified to be important for the future of Internet banking.
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Seidu, Yakubu. "Human resource management and organizational performance : evidence from the retail banking sector." Thesis, Aston University, 2012. http://publications.aston.ac.uk/16500/.
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Underpinned by the resource-based view (RBV), social exchange theory (SET), and a theory of intrinsic motivation (empowerment), I proposed and tested a multi-level model that simultaneously examines the intermediate linkages or mechanisms through which HPWS impact individual and organizational performance. First and underpinned by RBV, I examined at the unit level, collective human capital and competitive advantage as path-ways through which the use of HPWS influences – branch market performance. Second and-, underpinned by social exchange (perceived organizational support) and intrinsic motivation (psychological empowerment) theories, I examined cross and individual level mechanisms through which experienced HPWS may influence employee performance. I tested the propositions of this study with multisource data obtained from junior and senior customer contact employees, and managers of 37 branches of two banks in Ghana. Results of the Structural Equation Modeling (SEM) analysis revealed that (i) collective human capital partially mediated the relationship between management-rated HPWS and competitive advantage, while competitive advantage completely mediated the influence of human capital on branch market performance. Consequently, management-rated HPWS influenced branch market performance indirectly through collective human capital and competitive advantage. Additionally, results of hierarchical linear modeling (HLM) tests of the cross-level influences on the motivational implications of HPWS revealed that (i) management-rated HPWS influenced experienced HPWS; (ii) perceived organizational support (POS) and psychological empowerment fully mediated the influence of experienced HPWS on service-oriented organizational citizenship behaviour (OCB), and; (iii) service-oriented OCB mediated the influence of psychological empowerment and POS on service quality and task performance. I discuss the theoretical and practical implications of these findings.
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Ahmed, S., K. Bangassa, and Saeed Akbar. "A Study on trust restoration efforts in the UK retail banking industry." Elsevier, 2019. http://hdl.handle.net/10454/17488.
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YesThis paper aims to capture the perception of banking services providers on how to restore their customers’ trust in the UK banking industry. Twenty frontline employees (FLEs) who have customer-facing responsibilities are interviewed and a thematic analysis of the interview transcripts is undertaken. Through the emergence of three different major themes and a number of sub-themes, we have presented our findings in the form of a trust restoration model. Interviewees have reported three major themes as an action framework to restore their customers’ trust. Firstly, banks are implementing enhanced transparency in their operations, by appropriately disclosing the key features of their lending and other banking activities. Secondly, they are implementing policies and procedures that can help strengthen their relationship banking, such as improving employee and customer engagement activities for supporting small businesses and the community. Thirdly, they are promoting operational efficiency by adequately investing in information technology infrastructure. However, some financial service practices identified by the interviewees, for example, the deliberate sale of financial products that are unsuitable for their customers or too complex to understand, still continues. Ultimately, this ‘sale before service’ tactic is incompatible with the industry claims of compliance with the new financial regulations.
The full-text of this article will be released for public view at the end of the publisher embargo on 02 Nov 2021.
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Majdalawi, Yousef Issa Mousa. "Assessment of e-banking strategies in the banking sector in developing economies : using gap analysis to develop e-service strategies in the banking context, a case study in Jordan." Thesis, University of Bradford, 2010. http://hdl.handle.net/10454/5247.
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Strategic planners in retail banks are increasingly challenged to improve productivity, ensure high service quality and reduce operations costs while implementing their e-service strategy. This work aims to assess the current e-service operations strategy in the bank sector in Jordan and develop a framework for formulating e-banking strategies using gap analysis. Limitation of resources is hindering the shift from the current situation of the bank sector to a point where both the customer and the bank perspectives are fully matched and the gap between them is zero. If the available resources of the bank sector are utilised properly, the bank sector can move to a position near to that point which is closer to the customer requirements than the current situation. This can be achieved by constructing a model for an e-bank, the 'Composite bank', which represents the industry best practice. Its performance captures the capabilities, resources and competences of the bank sector. A representative sample of the bank's customers was interviewed to fulfil a fully structured questionnaire based on the extant literature. Targeted managers in the bank 3 sector were then interviewed and completed a fully structured questionnaire based on the customer questionnaire. Both questionnaires were pre-tested to assure validity and reliability. The data analysis method was based on gap-analysis technique. The gap model provides a tool to identify critical elements for successful implementation of operations strategy and suggests actions to deal with them. The gap analysis approach was proved to be useful in other settings, such as measuring service quality, but there is paucity of applications in e-service operations strategies. An assessment tool and 'working sheet' were delivered to pave the way for the strategic planners to assess the current situation of the e-banking strategy and to focus on the attributes/services which need more development. This procedure can be generalised to be applied in other industries (in service or e-service contexts), and other countries, both developed and developing.
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O'Reilly, Jacqueline. "Banking on flexibility : a comparison of employers' flexible labour strategies in the retail banking sector in Britain and France." Thesis, University of Oxford, 1992. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.358536.
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Bradley, Laura. "An exploration of the diffusion of the internet in the retail banking sector : an international Delphi study." Thesis, University of Ulster, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.250815.
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Gaubaitė, Kristina. "Mažmeninės bankininkystės problemos ir sprendimai." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2005. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2005~D_20050530_161126-57878.
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The Master’s Graduation Paper explores problems and perspective solutions of retail banking market. Referring to theoretical and practical works the beginning and development of retail banking as well as particularity and peculiarity of retail services are analyzed. A survey of retail banking services demand was carried out and problems which costumers face as well as possible solutions of market development were defined. There was made a review and analysis of retail banking services as well as evaluation of their development and expansion perspective on the ground of a particular bank.
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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.