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Author: Michael Nyarko-Baasi
Publisher: GRIN Verlag
ISBN: 3656409307
Category : Business & Economics
Languages : de
Pages : 88
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Book Description
Studienarbeit aus dem Jahr 2008 im Fachbereich BWL - Bank, Börse, Versicherung, , Sprache: Deutsch, Abstract: The banking scenario in Ghana has been changing at fast pace from being just the borrowers and lenders, traditionally, to more differentiated and customized product/service provider. The sector has moved from regulation to liberalization in the 1990s, and from planned to market economy. The Ghanaian banking has come a long way from being a sleepy business institution to a highly proactive and dynamic entity. This transformation has been largely brought about by the large dose of liberalization and economic reforms that allowed banks to explore new business opportunities rather than generating revenues from conventional streams (i.e. borrowing and lending). The competition heated up with the entry of private and foreign banks. Deregulation and globalization resulted in increased competition that refined the traditional way of doing business. The banks have realized the importance of a customer centric approach, brand building and IT enabled solutions. In the fierce battle for market share and mind share, the most potent weapon is a strong, well recognized and trusted brand name. Brands attract and convince people that they will get what is promised. Banking today has transformed into a technology intensive and customer friendly model with a focus on convenience. The companies have redoubled their efforts to woo the customers and establish themselves firmly in the market. It is no longer an option for a bank to provide good customer service, it is expected.
Author: Michael Nyarko-Baasi
Publisher: GRIN Verlag
ISBN: 3656409307
Category : Business & Economics
Languages : de
Pages : 88
Get Book Here
Book Description
Studienarbeit aus dem Jahr 2008 im Fachbereich BWL - Bank, Börse, Versicherung, , Sprache: Deutsch, Abstract: The banking scenario in Ghana has been changing at fast pace from being just the borrowers and lenders, traditionally, to more differentiated and customized product/service provider. The sector has moved from regulation to liberalization in the 1990s, and from planned to market economy. The Ghanaian banking has come a long way from being a sleepy business institution to a highly proactive and dynamic entity. This transformation has been largely brought about by the large dose of liberalization and economic reforms that allowed banks to explore new business opportunities rather than generating revenues from conventional streams (i.e. borrowing and lending). The competition heated up with the entry of private and foreign banks. Deregulation and globalization resulted in increased competition that refined the traditional way of doing business. The banks have realized the importance of a customer centric approach, brand building and IT enabled solutions. In the fierce battle for market share and mind share, the most potent weapon is a strong, well recognized and trusted brand name. Brands attract and convince people that they will get what is promised. Banking today has transformed into a technology intensive and customer friendly model with a focus on convenience. The companies have redoubled their efforts to woo the customers and establish themselves firmly in the market. It is no longer an option for a bank to provide good customer service, it is expected.
Author: Janet L. Gray
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 248
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Book Description
The concept of quality, long used in the manufacturing sector, has become a top priority among financial institutions. This step-by-step introduction links the creation of quality with bottom-line financial profitability. It combines service quality techniques, organizational effectiveness analysis, and financial profitability strategies calling for management cooperation at all levels--cutting costs, increasing earnings and allowing competitive pricing of customer products and services. Based on the research of Drs. Juran and Edwards, it walks readers through the process of creating a quality management committee and evaluating the bank's products, services, organization and technology, and recommends quality improvement strategies. Also included is an in-depth case study based on the authors' entire program.
Author: Anthony Saunders
Publisher: Oxford University Press
ISBN: 0195359763
Category : Business & Economics
Languages : en
Pages : 287
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Book Description
In 1933 and 1956, the United States sharply limited the kinds of securities activities, commercial activities, and insurance activities banks could engage in. The regulations imposed on banks back then remain in place despite profound changes in the economic environment, in the structure of the national and international financial markets, and in technology. In this span of time many industries, especially those confronting global competition, have transformed themselves dramatically in their efforts to survive and prosper. Not so in the American financial services sector, banks have largely remained stuck in an antiquated regulatory structure which has placed the burden of responding to the needs of market-driven structural change on the shoulders of the regulators and the courts in a constant search for loopholes in the law. The purpose of this book is to evaluate the case for and against eliminating the barriers that have so long existed between banking and other types of financial services in the United States. Universal Banking in the United States studies the consequences of bank regulation in the U.S. as it relates to competition in international financial markets. Anthony Saunders and Ingo Walter examine universal banking systems in other countries, especially Germany, Switzerland, and the U.K., and how they work. They then apply the lessons to U.S. banking, paying particular attention to the benchmarks of stability, equity, efficiency, and competitiveness against which the performance of national financial systems should be measured. In the end, the authors propose the outlines of a level playing field on which any number of forms of organization can grow in the financial services sector, in which universal banking is one of the permitted structures, and where regulation is linked to function.
Author: Asl? Demirgüç-Kunt
Publisher: World Bank Publications
ISBN:
Category : Bank profits
Languages : en
Pages : 30
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Book Description
Countries differ in the extent to which their financial systems are bank-based or market-based. The financial systems of Germany and Japan, for example, are considered bank-based because banks play a leading role in mobilizing savings, allocating capital, overseeing investment decisions of corporate managers, and providing risk management vehicles. The systems of the United States, and the United Kingdom are considered more market-based. Using bank-level data for a large number of industrial and developing countries, the authors present evidence about the impact of financial development, and structure on bank performance. They measure the relative importance of bank or market finance by the relative size of stock aggregates, by relative trading or transaction volumes, and by indicators of relative efficiency. They show that in developing countries, both banks and stock markets are less developed, but financial systems tend to be more bank-based. The richer the country, the more active are all financial intermediaries. The greater the development of a country's banks, the tougher is the competition, the greater is the efficiency, and the lower are the bank margins, and profits. The more under-developed the stock market, the greater are the bank profits. But financial structure per se does not have a significant, independent influence on bank margins, and profits.
Author: Laly Antoney
Publisher: Prem Jose
ISBN: 1711053279
Category : Reference
Languages : en
Pages :
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Book Description
Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.
Author: Mahmud Hematfar
Publisher:
ISBN:
Category :
Languages : en
Pages : 11
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Book Description
This study had been performed to analyzing relationship between performance management and service quality because of develop the E-banks service quality by means of improve specific sides of the performance management. In this method was used for analyzing the performance management and the SYSTRA-SQ scale were used for assessing the service quality at there. In order to relationship studying between performance management and service quality, all of the corresponding relations between them. Specially, the research results demonstrate that it is meaningful relationship between the organizational action orientation dimension and the total service quality at the E-bank. Therefore, utilization of this research is developing the E-bank service quality by means of concentrating on a few important and effective factors rather than considering multiple factors with low effect. The aim of this article is to find success factors in risk management of information systems outsourcing in commercial banks using these factors leads to increase the success rate of risk management of information systems outsourcing projects. Information and Communication Technologies (ICT) have offered innovative and cost effective advertising tools for managers. One of such technologies is mobile phone which has enabled a novel marketing channel for companies to directly reach their customers.
Author: Jacob A. Bikker
Publisher: Routledge International Studie
ISBN: 9780415397667
Category : Business & Economics
Languages : en
Pages : 154
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Book Description
Introducing a general framework for a profit-maximizing bank and demonstrating how different types of models can be fitted into this framework, this work provides an overview of the major trends in European banking and relates them to each model's assumptions, shedding light on the relevance, timeliness and shelf life of the different models.
Author: Mohammad A. Al-hawari
Publisher:
ISBN:
Category : Automated tellers
Languages : en
Pages : 636
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Book Description
Research develops a comprehensive model of automated banking service quality, including the internet, ATMs and telephone banking services, and examines how this service quality impacts on satisfaction, retention and financial performance of the bank.
Author: Andreas Kalpadakis
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
The authors tested a modified SERVQUAL scale based on a survey of Pancretan Cooperative Bank's customers - in terms of a critical case study - in order to identify any differences in service quality satisfaction and its impact on the behavioral intentions of the bank's customers. Considering the BANKZOT model, the research intention was to: (1) identify the zone of tolerance (ZOT) of bank's services performance and customers' satisfaction level; (2) examine which of the service quality dimensions of the adapted SERVQUAL model contributed significantly to overall customer satisfaction and loyalty; and (3) examine if the ZOT of bank's services performance might successfully predict customer loyalty, market share and financial performance in an economic and debt crisis period. The data were collected by means of a structured questionnaire answered by 150 bank's customers from all over Crete (island of Southern Greece). Based on the research results, the authors were leaded to the conclusion that the ZOT of Bank's services performance might successfully predict customer loyalty, contribute substantially to the increase of the market share, and increase bank's financial performance, in an economic recession and banking crisis period. Research, practical and policy implications are summarized in the discussion section.
Author: Sathit Parniangtong
Publisher: Springer
ISBN: 9811044422
Category : Business & Economics
Languages : en
Pages : 341
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Book Description
This book presents strategies that put the customer at the center of an enterprise. It elaborates on the reasons for viewing customers as assets that a firm needs to acquire, develop and cultivate in order to generate profitable relationships, and champions customer profitability as the metric for measuring business performance. Further, it advocates the need to provide solutions to customers’ requirements with bundles of products and services. It broadens the definition of customer value beyond tangible benefits and price to include both tangible and intangible benefits and total ownership costs, while embracing a variety of unique customer needs. The book highlights the value of business planning, marketing and sales mechanisms and changing employee behavior to create lifelong, high-value profitable customer relationships that satisfy the customer’s needs. Competitive Advantage of Customer Centricity maps a new journey that entire organizations must undertake in order to achieve these lucrative goals.
