The Performances Of A Bank In Terms Of Profitability Service Quality And Universal Banking
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The performances of a bank in terms of profitability, service quality and universal banking by Michael Nyarko-Baasi Pdf
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 : Leonard L. Berry,David R. Bennett,Carter W. Brown Publisher : McGraw-Hill Professional Publishing Page : 248 pages File Size : 51,9 Mb Release : 1989 Category : Business & Economics ISBN : UOM:39015014622685
Quality Value Banking by Janet L. Gray,Thomas W. Harvey Pdf
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.
Analysis of Financial Performance of Commercial Banks in Rwanda by Sylvain R. Ntuite Pdf
Master's Thesis from the year 2015 in the subject Economics - Finance, grade: Upper level division2, , course: Thesis, language: English, abstract: The objective of this study is to analyze the performance of two selected commercial banks over a period of six years (2008-2013) in the Rwandan banking sector. For this purpose, CAMEL approach has been used and it is established that I&M Bank and BPR are at the top of the list, with their performances in terms of soundness being the best, but the commercial bank like BPR has taken a backseat and display low economic soundness in comparison. The study found that overall bank performance increased considerably in the first three years of the analysis. A significant change in trend is noticed at the onset of the global financial crisis in 2007, reaching its peak during 2008-2009. This resulted in falling profitability, low liquidity and deteriorating credit quality in the Rwandan Banking sector in general and BPR and I&M Bank particularly.
Author : Jacob A. Bikker,Jaap W. B. Bos Publisher : Unknown Page : 88 pages File Size : 44,6 Mb Release : 2005 Category : Bank profits ISBN : 3902109270
Trends in Competition and Profitability in the Banking Industry by Jacob A. Bikker,Jaap W. B. Bos Pdf
This paper brings to the forefront the assumptions that we make when focussing on a particular type of explanation for bank profitability. We evaluate a broad field of research by introducing a general framework for a profit maximizing bank and demonstrate how different types of models can be fitted into this framework. Next, we present an overview of the current major trends in European banking and relate them to each model's assumptions, thereby shedding light on the relevance, timeliness and shelf life of the different models. This way, we arrive at a set of recommendations for a future research agenda. We advocate a more prominent role for output prices, and suggest a modification of the intermediation approach. We also suggest ways to more clearly distinguish between market power and effciency, and explain why we need time-dependent models. Finally, we propose the application of existing models to different size classes and sub-markets. Throughout we emphasize the benefits from applying several, complementary models to overcome the identification problems that we observe in individual models.
Competitive Advantage of Customer Centricity by Sathit Parniangtong Pdf
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.
The Art of Better Retail Banking by Hugh Croxford,Frank Abramson,Alex Jablonowski Pdf
"This new book on retail banking is both readable and innovative. Its analysis is unusually accessible in its style, and the book's conclusions and predictions will be rightly thought provoking. The customer is gaining real power and this new book's insights on the importance of leadership, the need to unleash creativity and to make a bank's IT and people resource work together more effectively for customer satisfaction are important pointers to the shape of future competitive differentiation." --Sir Mervyn Pedelty, Recently retired Chief Executive, The Co-operative Bank plc, smile, CIS and Co-operative Financial Services "A stimulating read. A readable and lively book that is always informative, sometimes controversial and invariably challenging. The authors don't expect readers to agree with it all, but the readers will undoubtedly gain some fresh insights and perspectives on the multiple issues facing management in a rapidly changing industry." --Chris Lendrum CBE, Recently retired Vice Chairman, Barclays Bank "This book is clear enough for the layman and thorough enough for any banker to obtain an excellent sense of the options for successful strategies for their retail businesses. The challenges of technology introduction, cost of production and scope of service are driving banks into responses increasingly similar to other industry sectors. These forces have been apparent for some years but are so evident now they can no longer be ignored. This book provides an excellent guide to mapping that future." --Joseph DeFeo, CEO, CLS Bank. "This is a useful guide to retail banking that provides a thought-provoking view on the state of The Art (of Better Retail Banking). Clearly retail banking can get better, and must! To steal an analogy from the conclusion, there is a sea change going on - consumers are looking more and more for greater simplicity and value, and so many banks are still making such heavy weather of it. This book does a good job of charting the current developments." -- Lindsay Sinclair, CEO, ING Direct UK. "A whistle-stop tour of all aspects of retail banking. This is a very readable and insightful real world mix of theory, strategy, tactics and practice. They have even managed to make banking sound exciting. But mostly they have been able to cut through the complexity to remind us all that success in retail banking is not just about finance and efficiency - it is about customers and staff, who are all too often forgotten about." --Craig Shannon, Executive Director - Marketing, Co-operative Financial Services. "The authors live up to their promise of providing managers and students with a clear exposition of the retail banking sector and how banks can confront the challenging future they face. This book is a practical manual with lots of useful advice. I was looking for new insights in this book - and I found them!" --Professor Adrian Payne, Professor of Services Marketing, Director, Centre for Services Management, Cranfield School of Management. "A key determinant of any organisation's success will be an enhanced understanding of 'value' as defined by customers, employees, shareholders and other stakeholders. Value can mean different things to these different groups, and this book has set itself the objective of identifying the approaches that will improve the value proposition for all of these interested parties. It achieves this objective." --Professor Steve Worthington, Faculty of Business and Economics, Monash University. "An enjoyable and useful read. It provides a good perspective on the role of IT and how IT suppliers and professionals need to contribute to future developments in retail banking strategy and implementation. It helps provide guidance for the significant challenges ahead for both suppl
Index to Theses with Abstracts Accepted for Higher Degrees by the Universities of Great Britain and Ireland and the Council for National Academic Awards by Anonim Pdf
Roland T. Rust,Anthony J. Zahorik,Timothy L. Keiningham
Author : Roland T. Rust,Anthony J. Zahorik,Timothy L. Keiningham Publisher : Irwin Professional Publishing Page : 225 pages File Size : 42,9 Mb Release : 1994 Category : Business & Economics ISBN : 1557385475
Return on Quality by Roland T. Rust,Anthony J. Zahorik,Timothy L. Keiningham Pdf
Se analiza la importancia del producto y la calidad del servicio como un éxito de una compañía al mismo tiempo que se valora el costo específico de calidad y su impacto en el negocio. Se precisa que la calidad debe ser contemplada más que como un concepto, un esfuerzo que permitirá obtener beneficios.
Delivering Quality Service by Valarie A. Zeithaml Pdf
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Author : Roland T. Rust,Richard L. Oliver Publisher : SAGE Page : 201 pages File Size : 50,9 Mb Release : 1994 Category : Business & Economics ISBN : 9780803949201
Service Quality by Roland T. Rust,Richard L. Oliver Pdf
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Investigating Diversity in the Banking Sector in Europe by Rym Ayadi,David T. Llewellyn,Reinhard H. Schmidt,Emrah Arbak,Willem Pieter De Groen Pdf
A midst stormy waters, financial systems develop and evolve. New institutional forms and instruments are invented and put into use. Some of them turn out to be successful while others disappear: a natural process of creative and dynamic competition argues for diversity. Diversity offers an optimal environment in which new ideas can come to life, existing ideas can evolve and old ideas make a comeback. In the aftermath of the financial crisis, the foundations of several decades of modern and innovative financial systems have suffered serious damage. This has triggered massive state interventions and has led authorities to revamp the regulatory structures and frameworks. While many voices have called for a return to more traditional approaches to banking and finance, no one has argued the merits of diversity. This book investigates the merits of a diverse banking system with a special focus on the performance and role of cooperative banks in seven European countries where they are prominent (Austria, Finland, France, Germany, Italy, the Netherlands and Spain). The theoretical and empirical arguments that are developed in this book tend to support the view that it is economically beneficial to have stakeholder-value banks with a dual bottom-line function, such as cooperative banks. For those who accept this premise, it would suggest that policy-makers should not take or support actions that could jeopardise this valuable element of the financial system in various countries in Europe and of the emerging integrated European financial system. Book jacket.
Financial Services Marketing by Christine Ennew,Nigel Waite Pdf
Financial Services Marketing: an international guide to principles and practice contains the ideal balance of marketing theory and practice to appeal to advanced undergraduates and those on professional courses such as the Chartered Institute of Banking. Taking an international and strategic view of an increasingly important and competitive sector, Financial Services Marketing adopts a fresh approach in terms of structure, and is organised around the core marketing activities of marketing for acquisition and marketing for retention. Financial Services Marketing features: * Strong international focus: case studies and vignettes representing Asia-Pacific, Europe and the US. * Comprehensive coverage, focusing on both B2B and B2C marketing. * Expert insights into the latest innovations in the sector, from technological developments, CRM and customer loyalty to issues of social responsibility. Financial Services Marketing will help both the student and the practitioner to develop a firm grounding in the fundamentals of: financial services strategy, customer acquisition, and customer development. Reflecting the realities of financial services marketing in an increasingly complex sector, it provides the most up-to-date, international and practical guide to the subject available.
