Дисертації з теми "Banking Customers"
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Persson, Johan, Gustav Tärn, and Liam Karlsson. "Hindering Factors in Online Banking : What Hinders Swedbank’s Customers From Using Online Banking?" Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-35762.
Повний текст джерелаQayyum, Faisal, and Haider Ali. "FACTORS DETERMINING CUSTOMERS’ ADOPTION OF INTERNET BANKING : A Quantitative Study of Swedish Customers." Thesis, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-15346.
Повний текст джерелаNilsson, Thomas, and Rasmus Schwerin. "Greening the Banks - Are the Customers Onboard : A study into the effects of green banking products on Swedish retail banking customers." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-264107.
Повний текст джерелаÖkande klimatmedvetenhet, Parisavtalet som uppmuntrar institutioner att möjliggöra en ekonomisk övergång till hållbarhet och hägrande möjligheter till tuffare miljöregler, är utmaningar som banksektorn står inför idag. Denna studie väljer emellertid att se möjligheter i en förändrad bankmiljö, genom att undersöka vilka gröna bankprodukter kunderna vill att deras bank ska tillhandahålla och hur införandet av gröna bank-produkter kan påverka kundlojalitet. Undersökningen genomfördes genom en mixed-method approach som bestod av både kvantitativa och kvalitativa element under perioden januarijuni 2019. 504 personer deltog i undersökningen som genomfördes och deras svar analyserades både genom utvecklingen av ett ramverk för kundlojalitet och med teoretiskt stöd från den samlade litteraturen. Resultaten indikerar en positiv inställning till gröna bankprodukter, men visar inte heller en tydlig preferens eller önskemål om en viss produkt. Dessutom fann denna studie ett positivt förhållande mellan introduktionen av gröna bankprodukter och ökad kundlojalitet. Undersökningen drog slutsatsen att gröna bankprodukter sannolikt har en fördelaktig position inom den utvecklande finanssektorn, mer specifikt inom ett antal år.
Lei, Sao Lai. "Banking on the internet : impact on customers and management." Thesis, University of Macau, 2001. http://umaclib3.umac.mo/record=b1636240.
Повний текст джерелаAnani, Ajibola Plakunle. "Attracting and retaining customers in South Adrica's banking sector." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1532.
Повний текст джерелаAlshara, Mohammed Ali. "Customers' Attitudes toward Mobile Banking Applications in Saudi Arabia." Thesis, University of North Texas, 2016. https://digital.library.unt.edu/ark:/67531/metadc862737/.
Повний текст джерелаAbdelaziz, Gamal Sayed. "Service quality in Egyptian banking : dimensions and their relative importance." Thesis, University of Nottingham, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.367799.
Повний текст джерелаØstergaard, 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.
Повний текст джерелаNukpezah, Daniel, and Cephas Nyumuyo. "What Drives customer loyalty and Profitability? Analysis of Perspectives of retail customers in Ghana's Banking Industry." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1190.
Повний текст джерелаWu, MeiMei. "Investigating the adoption of banking services delivered over remote channels : the case of Chinese Internet banking customers." Thesis, Loughborough University, 2012. https://dspace.lboro.ac.uk/2134/9387.
Повний текст джерелаKonstantopoulou, Nikoletta. "Banks' Customers Satisfaction and Stock's Returns : Banking Sector - Sweden, Norway, Denmark." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Economics, Finance and Statistics, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-18376.
Повний текст джерелаMohamed, Ahmed E. A. "Improving the Libyan customers' trust and acceptance for online banking technology." Thesis, University of Salford, 2013. http://usir.salford.ac.uk/29451/.
Повний текст джерелаÅberg, Emil, and Yeshodeep Khati. "Artificial Intelligence in Customer Service : A Study on Customers' Perceptions regarding IVR Services in the Banking Industry." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-75300.
Повний текст джерелаNguyen, Long Duy. "An Investigation of Critical Factors Affecting Customers' Trust in Electronic Banking: Empirical Evidence from Vietnam." Thesis, Griffith University, 2016. http://hdl.handle.net/10072/367718.
Повний текст джерелаThesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Griffith Business School
Griffith Business School
Full Text
Botes, Antoon Abraham Adriaan. "Assessing the impact of customer relationship management on customers in ABSA's Western Cape corporate and business banking division." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/80642.
Повний текст джерелаENGLISH ABSTACT: Many organisations implement customer relationship management (CRM) systems and processes but very few are able to obtain noticeable successes or even measure the successes. The successful implementation of CRM can have a very positive effect on customer service. Not only will it improve customer satisfaction, but it will increase customer loyalty and also lead to repurchases. Improved customer relationships will have a positive effect on profitability since it will reduce costs and the longer the relationship the higher the profits will be. Firms should know the long-term value of their clients and the lifetime value of their customers should be calculated, otherwise the value of existing customers will not be appreciated, and the loss of value that follows from departing customers will not be fully understood. It is critical for any organisation to employ highly professional and trained staff who can interact with customers in such a manner that their needs are satisfied and that value is optimised. In Absa‟s case the relationship executives need to have regular contact with their customers and they need to understand the industries within which the customers operate. They also need to have a very good product and service knowledge. In the research done for this report, the author researched CRM, customer service and relationship marketing. The CRM model which was implemented in the medium business segment of Absa Corporate and Business Bank in the Western Cape was analysed as was the new operating model which was implemented in April 2007. Customers and relationship executives were presented with questionnaires which had to be completed. These questionnaires dealt with the implementation of CRM and the impact, if any, it had on customer service. Conclusions and recommendations were made based on the research and findings.
AFRIKAANSE OPSOMMING: Baie organisasies implementeer kliënteverhoudingsbestuur in een of ander vorm maar baie min van hierdie organisasies slaag daarin om enige merkbare verskil aan hul kliëntediens te maak. Geen of weinig suksesse word behaal en word in die meeste gevalle nie eers gemeet nie. Die suksesvolle implementering van 'n kliënteverhoudingsbestuursproses kan 'n baie positiewe uitwerking op kliëntediens teweegbring en kan ook veroorsaak dat kliënte baie meer lojaal teenoor organisasies word en sodoende ook herhaalde aankope maak. Sterker kliënteverhoudings kan 'n positiewe uitwerking op winsgewendheid veroorsaak aangesien dit kostes sal verminder en hoe langer die verhouding, hoe hoër sal die winsgewendheid wees. Organisasies behoort die waarde wat in langtermyn verhoudings gesetel is, te verstaan en hierdie waarde behoort bereken te word. Die berekening van die waarde van langtermyn verhoudings sal organisasies in staat stel om die waarde van bestaande kliënte te waardeer en die impak van die verlies van hierdie kliënte te kan begryp. Dit is krities belangrik vir enige organisasie om hoogs professionele en opgeleide personeel aan te stel wie aan kliënte se behoeftes kan voldoen op so 'n wyse dat die maksimum waarde van die verhouding ontgin word. In Absa se geval moet die verhoudingsbestuurders gereelde kontak met hulle kliënte hê en moet hulle die industriëe waarin hulle kliënte funksioneer, ten volle verstaan. Hulle moet ook 'n baie goeie produkkennis en 'n begrip van kliëntediens hê. Die navorsing wat vir hierdie verslag gedoen is, fokus op kliënte verhoudingsbestuur, kliëntediens en verhoudingsbemarking. Die verhoudingsbestuurmodel wat in die medium segment van Absa Korporatiewe en Besigheidsbank in die Weskaap geïmplementeer is asook die nuwe bedryfsmodel wat in April 2007 geïmplimenter is, is volledig ontleed. Verhoudingsbestuurders en kliënte het vraelyste voltooi wat gehandel het oor verhoudingsbestuur en die impak, indien enige, wat dit op kliëntediens gehad het . Gevolgtrekkings en aanbevelings is gedoen, gebaseer op die navorsing en bevindings wat gemaak is.
Bilal, Muhammad, and Ganesh Sankar. "Trust & Security issues in Mobile banking and its effect on Customers." Thesis, Blekinge Tekniska Högskola, Sektionen för datavetenskap och kommunikation, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-3166.
Повний текст джерелаUsing mobile phones for mobile banking, customers can push or pull the details like Funds transfer, Bill payment, Share trade, Check order and also inquiries like Account balance, Account statement and Check status Transaction history etc. It means that the customer is interacting with the files, databases etc., of the bank . Database at the server end is sensitive in terms of security. Customers distrust mobile devices to transfer money or for making any transactions. The reason is that security is a major concern for the customer’s fulfillment. Customer’s main concern in using mobile devices for mobile banking is the authentication method used to ensure that the right person is accessing the services like transaction etc.The authors made a basic model for mobile banking transaction. All security risks were included in the transaction model. Then the authors focused on authentication method. By literature review and interview it was concluded that security can be improved by bio metric methods. The authors focused on different bio-metric mechanism and concluded that fingerprint mechanism is more suitable as it requires less storage capacity in database and identifies the uniqueness of customers. The authors suggest a possible solution by proposing finger-print mechanism model and designed a bio-metric scanning device as a solution through which customer can interact with banking system using their finger-print. The result of workshop shows that bio-metric finger print mechanism is more suitable and secure then other authentication methods for mobile banking.
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Petnji, Yaya Luc Honoré. "Customers' loyalty and its antecedents and perception of ISO 9001 in online banking." Doctoral thesis, Universitat de Girona, 2012. http://hdl.handle.net/10803/96090.
Повний текст джерелаAquesta tesis doctoral investiga si la implantació de sistemes d’assegurament de la qualitat segons la norma ISO 9001 als serveis bancaris per internet, afecta a la satisfacció del servei per part dels clients d’aquesta. En aquest sentit, ha calgut analitzar l’escala de mesura de la qualitat dels serveis per internet E-S-QUAL, per tal d’adaptar-la als serveis bancaris, incloent-hi una mesura de la satisfacció en els casos on hi ha hagut reclamacions. D’aquesta forma, la tesis ha aportat un model, testejat empíricament, on es determinen quines son les causes que afecten a una bona satisfacció del servei per part del client, i a un augment de la lleialtat dels clients per part de l’empresa; tan pels clients que han realitzat reclamacions en el servei com als que no.
Delport, Hester. "The relationship intention of banking and life insurance industry customers / by Hester Delport." Thesis, North-West University, 2009. http://hdl.handle.net/10394/4192.
Повний текст джерелаThesis (M.Com. (Marketing))--North-West University, Potchefstroom Campus, 2009.
Wasfi, Hummam, and Olena Kostenko. "The Impact of Complaint Management on Customers Retention : Banking Industry in Sweden and Lebanon." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-17199.
Повний текст джерелаChan, Ricky Chi Wai. "Use of different techniques to resolve disputes between banks and their customers in Hong Kong." access abstract and table of contents access full-text, 2005. http://libweb.cityu.edu.hk/cgi-bin/ezdb/dissert.pl?ma-slw-b20833234a.pdf.
Повний текст джерела"Dissertation in part fulfillment of Master of art in arbitration and dispute resolution" Title from title screen (viewed on Mar. 27, 2006) Includes bibliographical references.
Al-Tarawneh, Jawdat M. "Modelling the usage of mobile banking apps from the perspective of bank customers in Jordan." Thesis, University of Gloucestershire, 2017. http://eprints.glos.ac.uk/5596/.
Повний текст джерелаAb, Wahab Norailis. "Dimensions of service quality and service climate : a study of bank customers and employees in four local Malaysian banks." Thesis, University of Stirling, 2009. http://hdl.handle.net/1893/1297.
Повний текст джерелаMeesook, Jeerapa, and Jittavadee Boonkhet. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality : A Study of Thai – born Customer Segment in the Swedish Banking Industry 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-6248.
Повний текст джерелаTitle: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality. A Study of Thai – born Customer Segment in the Swedish Banking Industry in Sweden
Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?
Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.
Theory and Method: The research is based on the quantitative approach in the form of questionnaires. The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach.
Conclusion: From elaborate results of the distributed questionnaires, Thai customers are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs.
Tobias Eltebrandt
Boonkhet, Jittavadee, and Jeerapa Meesook. "The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality : A Study of Thai – born Customer Segment in the Swedish Banking Industry 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-6267.
Повний текст джерелаTitle: The Influence of Culture and the Level of Acculturation on the Perceptions of Service Quality.
Problem Statement: How important is the customers’ ethnic background, culture and level of acculturation when choosing a provider of financial services?
Purpose: The main purpose of this research is to find out how a service company can measure Thai customer satisfaction and which factors to consider in order to improve their service qualities with respects to cultural dimensions.
Theory and Method: The research is based on the quantitative approach in the form of questionnaires. The structure is developed in accordance to the Service Quality Gap of measuring Thai customer satisfaction by comparing their expectation and perception of service during and after service approach.
Conclusion: From elaborate results of the distributed questionnaires, Thai customers are flexible and have integrated into the Swedish culture; therefore the current level of bank service approach is appropriate to their needs.
Tobias Eltebrandt
Giwe, Mbunwe Belter. "Factors affecting the usage of banking products and services by low income and under-banked consumers." Thesis, Nelson Mandela Metropolitan University, 2015.
Знайти повний текст джерелаJunaid, Muhammad, and Fahim muhammad Iqbal. "Evaluation of Customers Adoption of Mobile Technologies For Shopping and Factors Motivating Consumers to Adopt Mobile Shopping." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-56345.
Повний текст джерелаEmanuelsson, Pär. "Cashing in on Customers? Cooperative Pricing Theory with an Application on the Swedish Banking Sector." Thesis, Linköping University, Department of Management and Economics, 2000. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-636.
Повний текст джерелаThe reason for this study of the Swedish banking sector is that we suspect that collusion is at hand in the sector. We ground our suspiciousness on the extensive revenues and high retail banking fees. Swedish banking fees are the highest in EU. Based on this and that the banking sector is oligopolistic with only a few significant competitors we found it interesting to apply theories concerning tacit collusion on the banking sector. Our main conclusions are that cooperative pricing could be successful for banks since prices are a poor means of competition whereas customers focus on service quality instead of price. There is little asymmetry among the established banks and they cooperate through a number of systems. Since they cooperate through these systems the banks experience similar cost pressures and information is available. The Swedish bankers’ association plays an important role in the exchange of information. Thus, the facilitating features are strong and cooperative pricing can be profitable. An effective banking sector is essential for an economy and has a central role in the society as a whole. The presence of collusion can therefore have important implications, not only for the customers but also for the society. Efficiency costs also appear when collusion is at hand and can exceed the society’s welfare losses.
Alboqami, Hassan Abdullah. "Investigating the factors affecting customers' trust and acceptance of online banking : the case of Saudi Arabia." Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17127.
Повний текст джерелаChen, Wen-Hui. "Determinants of internet banking adoption by corporate customers : a study of behavioural intentions in Taiwanese businesses." Thesis, University of Warwick, 2014. http://wrap.warwick.ac.uk/61915/.
Повний текст джерелаLiang, Yan. "The influence of perceived risk in the uptake of self-service technologies within the retail banking sector : a study of customers using the industrial and commercial bank of China in Jilin." Thesis, Cape Peninsula University of Technology, 2006. http://hdl.handle.net/20.500.11838/993.
Повний текст джерелаThis study aims to explore the impact of self-service technologies (SSTs) on the behaviour of Chinese banking customers. The research has two purposes: (l) To determine how perceived risk impacts on the use of SSTs for customers with a high and a low technology readiness index (TRI) and (2) To understand the types of perceived risks within the banking industry and which component of risk dominates customer's propensity to use SSTs. The research focuses on the retail bank SSTs services for the reason that the banking industry has the longest development history in SSTs. The research was conducted using a questionnaire containing two service scenarios (bank information search, fund/money transfer) and was distributed to 372 bank customers, of which a valid sample of 307 respondents was analyzed. The test results indicate the effect of perceived risk does exist. High perceived risk influences high TRI customers to lower their propensity to use the SSTs in the funds transfer and money transfer service scenario, whereas customers with low TRI will tend to lower their propensity to use SSTs in the funds transfer, money transfer and other services. Psychological risk was also identified as the dominant influential risk factor among the respondents. The results support the research hypotheses and highlight the importance for companies to manage perceived risk in this technological era.
Konlaan, Leedip Boinkum, and Justice Antwi Boasiako. "ADOPTION OF INTERNET BANKING FROM A CUSTOMERS' PERSPECTIVE IN GHANA(The study of Standard Chartered Bank-Kumasi)." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6367.
Повний текст джерела
COURSE: Master Thesis in Business Administration 15 ECTS
Research problem
To what extent do customers' at Standard Chartered Bank in Kumasi adopt internet banking?
Purpose of the study
The purpose of this study is to explore barriers and drivers to the adoption of internet banking among customers at the Standard Chartered Bank-Kumasi.
Research Question
- Are customers at Standard Chartered Bank-Kumasi aware of the existence of internet services in their bank?
- What factors may motivate Standard Chartered Bank-Kumasi customers to adopt internet banking?
- What factors may impede the adoption of internet banking by the customers of Standard Chartered Bank-Kumasi?
Methods
The authors adopted the qualitative method which seeks in-depth information from respondents. The authors also relied on both primary and secondary data. The primary data is obtained through telephone interview. The secondary data use includes books and journals as well as internet sources. The principal theories used are the diffusion of innovation by Rogers (2003) and the hierarchy of effects model by Evans et al. (2006).
Conclusion
The analysis from the study has shown that, many factors such as education, need age, etc are the driving force that influence customers in our study to adopt internet banking. Other factors include the perceived ease of use and perceived usefulness is important for the customers to adopt internet banking. The study has revealed that, most customers consider the adoption of internet banking as associated with high cost, complexity to use internet and lack of security as well as low awareness are some of the factors hindering the adoption of internet banking among the customers in our case study.
Keywords: adoption, internet banking, Ghana, information and communication technology.
Alharbi, Majed Salem S. "Investigating the impact of service quality dimensions, price and reputation on the behavioural intentions of retail banking customers." Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17150.
Повний текст джерелаConradie, 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.
Повний текст джерелаENGLISH 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.
Zietsman, Pieter Joubert. "The relationship between relationship quality constructs, overall satisfaction and loyalty - an emerging market perspective of SME banking customers." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/64831.
Повний текст джерелаMini Dissertation (MBA)--University of Pretoria, 2017.
lt2018
Gordon Institute of Business Science (GIBS)
MBA
Unrestricted
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.
Повний текст джерелаTraditionally, 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.
Mhlanga, Tafadzwa. "A study to investigate the attitude of customers towards electronic banking: The case of a South African-based company." University of the Western Cape, 2017. http://hdl.handle.net/11394/6321.
Повний текст джерелаIt is known that attitude plays a significant role in consumer decision process whether to adopt new technology or not. Differences in attitude towards a product or a service depend on the nature of the product, individuals and the duration in which the product has been in the market. Based on the Technology Acceptance Model (TAM), the current research study investigated the influence of gender, perceived ease of use, perceived usefulness, trust, social norm, computer confidence on attitude towards e-banking and intention to start or continue using internet/cell phone banking among company ABC customers. Company ABC is a South African-based financial institution which was officially launched in January 2015. With the benefits of e-banking outnumbering the benefits of cash, company ABC started accepting electronic payments only in 2015, and opened for cash transactions in 2016. The need to understand factors impacting on consumers' attitude and behaviour towards using technology motivated the researcher. A quantitative approach was used with the aim to understand the attitude of consumers towards e-banking. 207 participants took part in the study. The sample was made up of customers from company ABC. The e-banking attitude questionnaire consists of six scales measuring perceived ease of use, perceived usefulness, subjective norm, attitude, computer confidence, and intention to start to use or continue using e-banking. To measure the impact of computer confidence on attitude towards e-banking, a standardized computer attitude scale was adapted from a computer attitude scale which was developed by Loyd and Loyd (1985). Statistical analyses software packages such as SPSS (version 23) and LISREL (version 8.80) were utilised to measure the relationship between independent and dependent variables. The comprehensive measurement model was assessed by means of item parcelling. Both measurement and structural models showed good fit.
丘曉菁. "Customers' satisfaction wiht online customer service on internet banking of siam commercial bank." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/71657616246228482588.
Повний текст джерелаCHANG, HSIAO-CHEN, and 張筱珍. "The Factors Affecting Customers Choose The Mobile Banking." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/23579859558686119452.
Повний текст джерела東吳大學
國際經營與貿易學系
104
With the growing popularity of smart mobile devices, consumers’ daily life has gradually and closely related to it. Financial and information industry are now trying to integrate their services on mobile devices. As a re sult, banks are now paying much more attention to “mobile banking”. Mobile Banking make lots of financial services no longer subject to time and space constraints. They can provide 24/7, without geographical restriction service. However, the development of mobile banking in Taiwan is relatively slower than other countries. In this study, with Delphi method and AHP method, trying to establish an expert survey, the surveys were conducted from industry experts and the users of mobile banking service. The study finally summed up the reason why the user selects mobile banking services. The results showed that, the experts who works in the bank thought mobile banking can help them easily transfer money real time, the operating process is very smooth, and the privacy when they use mobile banking services. As general users, they also thought the reason why they want to choose mobile banking, are mobile banking can help them easily transfer money real time. Besides, they thought mobile banking provide some services, like the payment of credit card, telecommunications fees. immediate forex trading.
Lou, Tsai-Wen, and 羅彩文. "Relative Marketing versus Customers’ Loyalty in Banking Industry." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/56617041619018672753.
Повний текст джерела國立成功大學
高階管理碩士在職專班
96
This study aims to examine the relative marketing, service quality, customer satisfaction, and customer loyalty in banking industry. Specifically, the objectives of this study can be summarize as follows: 1. Exploring the correlation between related marketing, service quality, customer satisfaction, and customer loyalty in banking industry respectively. 2. Empirically examine the influence of relative marketing strategy on service quality, customer satisfaction, and customer loyalty respectively. 3. Investigate how gender, age, education, occupation, income and marital status affects relative marketing strategy. 4. The feasibility of applying the results of this study to existing banks. This study demonstrates the related marketing strategy has significant influence on service quality, customer satisfaction, and customer loyalty respectively. The statistical results indicate that, under different demographic variables (gender, age, education, occupation, and income), can significantly discriminate relative marketing, service quality, customer satisfaction, and customer loyalty respectively. Furthermore, the results of this study can provide suggestions as follows: 1. Bank should consider integrating customer information from branch office level; thus, relative marketing strategy can be applied based on an integrated customer database. 2. A bank should restructure its organization in terms of customers’ needs. 3. A bank should continuously provide professional on-job training in order to have comprehensive and efficient services for promoting customer satisfaction and loyalty. 4. A bank should develop a win-win strategy in relation to customer; thus, its profitability can be sustained accordingly. Key words: related market strategy, service quality, customer satisfaction, customer loyalty, banking industry
Nguyen, Le-Vy, and 阮黎薇. "The Marketing Strategy to Vietnam Internet Banking Customers." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/kyvqhq.
Повний текст джерела國立虎尾科技大學
經營管理研究所
100
With the development of the Internet, Internet commerce and international trade, e-payment or Internet Banking become an indispensable payment trend in a modern society. Internet Banking has been developed and introduced in many developed countries for a long time. Following the trend of the world, Vietnam – the emerging country with the high growth rate of the banking industry is no exception in providing Internet Banking services. Using primary data collected in Vietnam, this study propose a questionnaire to understand the factors affect to the Vietnamese customers individual in using Internet Banking services. In order to find an effective marketing strategy for Vietnam Internet Banking customers, this study wanted to segment the Internet Banking services customers into two groups include “Equity Group” and “Quality Group” based on five Service Quality factors, namely “Internet Quality”, “Customer rights”, “Internet Convenience”, “Internet Security” and “Banking reputation”. Besides that, this research also used the Service Quality segments to test the different signification of Service Quality, Customer Satisfaction, Customer Loyalty, Lifestyle, Customer Behavior and Demographics. The results of Structural Equation Modeling (SEM) also find out that there is a significant direct positive effect between Service Quality and Customer Satisfaction, direct positive effect between Customer Satisfaction and Customer Loyalty, Service Quality has the direct and indirect effects to Customer Loyalty.
Su, Ching-Chan, and 蘇敬展. "Factors Affecting Successful Use of Internet Banking Customers." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/62qqbn.
Повний текст джерела國立虎尾科技大學
經營管理研究所
101
As the competition in the banking industry becomes more intense, the online channels in financial services have become the key to the success of banks. Therefore, it is critical how to encourage customers to use online banking, to help the banks improving the online banking services, and to enhance the customers'' willingness to reuse. This study combined DeLone and McLean’s (2003) "Updated D&M IS Success Model" with Morgan and Hunt’s (1994) "Key Mediating Variable Model (KMV)" as the research basis. A questionnaire survey was conducted based on a sample of 341 online banking users of domestic banks. Structural Equation Modeling (SEM) was then used to analyze causal relationship between variables. The empirical results indicated that: (1) the model proposed in this study had excellent model fitness; (2) customer satisfaction was a key mediating variable among system quality, information quality, service quality and trust, relationship commitment; (3) customer satisfaction had a significantly positive influence on trust and relationship commitment; (4) trust had a significantly positive influence on relationship commitment; (5) trust significantly positively affected continuance intention and cooperation. Similarly, relationship commitment also had a significantly positive impact on acquiescence and cooperation.
Srivatsa, H. S. "Psychographic Segmentation of Retail Banking Customers of Karnataka (India) - An Exploratory Study." Thesis, 2008. https://etd.iisc.ac.in/handle/2005/4967.
Повний текст джерела"M-Commerce : Standard Bank's cellphone banking adoption by customers." Thesis, 2004. http://hdl.handle.net/10413/2272.
Повний текст джерелаThesis (MBA)-University of Kwazulu-Natal, 2004.
Lu, Pei-Ching, and 呂佩卿. "The Study on Customers Behavioral Intention of Internet Banking." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/j4wqat.
Повний текст джерела國立澎湖科技大學
服務業經營管理研究所碩士在職專班
102
ii The Study on Customers Behavioral Intention of Internet Banking Student:Pei-Ching Lu Advisor:Yeong-Ching Lin Graduate School of Service Management National Penghu University of Science and Technology Abstract In recent years, with the rapid growth of internet technology and electronic commerce, internet banking timely handles businesses online for customers and plays a very important role. As customers are no longer limited by the operating hours and space, internet banking lowers the physical and time cost. On the other hand, banks can reduce operating costs through internet banking and focus on market expansion. Although internet banking is beneficial to both customers and banks, statistics show that in Taiwan there are still about half (48%) of customers who refuses to accept internet banking. Therefore, understanding the factors affecting the customers using internet banking is still an important issue for the banking industry. In this research, the technology acceptance model is utilized as the base theory, combined with the theory of planned behavior and supplemented with trust, self-efficacy, individual innovation and perceived benefits. The goal of the research is to understand the factors affecting the customer intention in using internet banking. This research takes the citizens who have used internet banking as the population. First, random samples of 15 banks with internet banking are drawn from stratified regions. Next, among the drawn banks with internet banking, purposive sampling is conducted on the bank tellers to perform survey. A total of 450 questionnaires were given. After removing the 46 incomplete questionnaires, the remaining total of 404 valid questionnaires gave with an effective response rate at 89.7%. After questionnaires were collected, SPSS and AMOS statistical software were used to conduct statistical analysis. Confirmatory factor analysis was used to study the relationship between each construct, and the research found that customers' strong use attitude in internet banking can positively and significantly influence their use attention. Also, it was found that subjective norm, perceived usefulness, perceived ease of use and perceived benefits all iii had positive significance on use attitude; among them, perceived ease of use is the highest, followed by perceived usefulness and then perceived benefits. Self-efficacy has positive significance on trust, but not on perceived usefulness; it has strong influence on perceived ease of use. Individual innovation has positive significance on self-efficacy, but not on perceived usefulness and perceived ease of use. Key words:Internet banking, technology acceptance model, theory of planned behavior, factors
Lin, Chia-Yu, and 林佳渝. "Research on the Utilization of Internet Banking by Customers." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/75516811260572669037.
Повний текст джерела元智大學
管理研究所
98
Under the financial liberalization and internationalization, the prevalence of Internet impels the bankers to develop the Internet banking by combining the information technology. The banks also utilize the boundless character of the Internet to provide the customers with new transaction channels and to create more added values. Although the banking industry invests a great deal of costs and manpower into the construction of the Internet banking, there are still some customers who haven’t utilized the Internet banking by far. This research adopts convenience sampling for conducting interviews with the customers who still haven’t utilized the Internet banking in order to explore the factors impacting the customers to utilize the Internet banking. The research findings reveal that the Internet privacy, security and risk will cause lack of trust in customers on the Internet banking and further impact their intentions to utilize the Internet banking. Finally, based on the Internet security, privacy and Internet trust---the factors that impact the customers to utilize the Internet banking, this research raises that the strategies of intensifying the system security mechanism, applying third party’s website with assurance seal, brands and reputation, and accumulating the customer’s experiences and familiarity can enhance the customers’ trust on the Internet banking and further increase their intentions to utilize the Internet banking.
Bolton, Kimberley Jane. "Marketing implications of self-service technologies amongst online banking customers." Thesis, 2012. http://hdl.handle.net/10210/4827.
Повний текст джерелаThe overall goal of this short dissertation is the investigation of self-service technologies with reference to online banking. As the issue of security is one of the main factors to adoption of self-service technologies, it will be the main focus of the study. The focus of the investigation concerns the security perceptions of consumers with regard to selfservice technologies and online banking, and thus determine a framework that groups consumers based on these security perceptions. Included in the study is the profile of consumers who use self-service technologies and online banking, the investigation into the risk dimensions (financial, privacy, time and convenience, psychological, social and physical) that contribute to the security perceptions of consumers. And ultimately, indicating the relationship that security perceptions of respondents have that affect their adoption of online banking.
Mojalefa, Trevor Letago Lucas. "Factors influencing the adoption of electronic banking behaviour." Thesis, 2014. http://hdl.handle.net/10210/12454.
Повний текст джерелаThe current competitive climate within the South African banking industry has put pressure on banks to either find new revenue streams mainly through innovation, or to achieve existing cost efficiencies. South African banks have increasingly looked to advancements in new technology, innovation and service distribution channels as a solution for attaining sustainable competitive advantage. The primary objective of this study was to investigate and assess the independent variables (perceived usefulness, perceived ease of use, perceived cost, perceived privacy/ security and knowledgeability/ awareness) that influence the adoption of electronic banking channels in order to inform banks’ channel migration strategy decisions. The study attempts to close the gap in electronic banking adoption theory that exists within a South African context. The significance of the study is that due to a majority of electronic banking adoption research and models being conducted internationally, an attempt is made to investigate and apply these models within a South African context. Based on a survey conducted among 211 respondents, the above mentioned independent and dependent variables under study were examined. The analyses revealed significant demographic and behavioural findings between the independent variables that influence consumer adoption of electronic banking channels. The perceived privacy/security variable was found to be responsible for the highest frequency of branch visits by clients mainly due to the perception that electronic banking channels are not safe to use. The independent variable, perceived usefulness, was found to have the strongest positive correlation with the adoption of electronic banking channels. These results imply that in addition to the importance of addressing privacy and security concerns associated with electronic banking, banks need to focus on improving consumer usefulness and value perceptions in their electronic banking offerings.
Ledwaba, Kgasago Stephen. "Customers' perceptions towards mobile banking using a technology acceptance model." 2013. http://encore.tut.ac.za/iii/cpro/DigitalItemViewPage.external?sp=1001178.
Повний текст джерелаCHEN, YAN-JHEN, and 陳彥蓁. "Difference Analysis between Bank Employees and Customers on Internet Banking." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/8e26q2.
Повний текст джерела大葉大學
企業管理學系碩士班
107
In Taiwan, due to the low cost of the Internet and the convenient sharing on information, the widespread usages of 3C products in the financial field have become increasingly mature and diversified. More and more people choose to complete banking through the tools and services provided by online banking. At the same time, since 2015, Taiwan's promotion of financial digitalization and simultaneously- opened 12 businesses items including online settlement and sales have been completed through the Internet. More online businesses will be opened in the future, and digital financial services have been rapidly replacing traditional counter services. This study uses the Technology Acceptance Model (TAM) as the theoretical framework and supplements with variables such as cognitive risk, security, privacy and trust, volunteer, subjective norms, and computer self-efficacy to analyze and study the differences of the users’ behaviors on online banking. A total of 435 valid questionnaires were collected from 500 questionnaires, and the effective recovery rate was 87%. The results show that there are no significant differences between bank employees and bank customers in the subjective norm and trust variable hypothesis, but there are significant differences in cognitive usefulness, cognitive usability, behavioral intention, volunteer, and computer self-efficacy. In addition, the research relies on the technology acceptance model as the theoretical framework. The purpose of bank staff and bank customers is to directly influence the cognitive behavioral usefulness and cognitive ease of use of online banking users' behavior intentions and actual usage behaviors.
Tai, Yu Sheng, and 戴宇盛. "Investigate the Relationship of Banking Services, Corporate Image and Customer Satisfaction -The Case Study of Taishin Bank's Customers and Standard Chartered Bank's Customers." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/796n9z.
Повний текст джерела國立高雄應用科技大學
財富與稅務管理系碩士在職專班
103
This study is toinvestigateTaishin Bank and Standard Chartered Bank in wealth management service quality and corporate image to affect the relationship between customer satisfaction.From the customer's perspective angle, to find factors that can increase customer satisfaction, and improve business performance of customer relationship management, bank service management efficiency and the development of financial services employees in the direction and strategy to create the result of financial commissioner, customers, banks are to win. This study used questionnaires, the first part of the questionnaire for the bank's wealth management service quality survey.The second part of a banking enterprise image for dealings willingness survey.The third part is the bank customer satisfaction survey.The fourth part is the basic information on the respondent.A total of 330 questionnaires were issued, after finishing the recovery and remove invalid questionnaires, totally collecting of 305 valid questionnaires, the effective response rate was 93%, and then to perform data SPSS software package research and analysis.The results show that the bank wealth management service quality and corporate image have a significant positive impact on customer satisfaction. The quality of banking wealth management services, corporate image and customer satisfactionhave some significant differences on different demographic variables.