| Papers [1-15] of 100 :: [Page 1 of 7] | | Go to page : 1 2 3 4 5 6 7 —> | Search results on "CUSTOMER SERVICE BANKING": |
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Customer Service in Banking, 2002.
Outlines the concept of customer service in the banking industry, focusing on China and the United States.
2,390 words (approx. 9.6 pages), 5 sources, APA, $ 73.95
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Abstract
From both the management's and the customer's point of view, customer service is a component of a business that is needed by both the deliverer and the user. The paper discusses the concept of customer service and how this concept changes in a global environment, taking the international banking industry as an example. The paper shows that a bank in the US would have to operate differently in China, as it would have to be more attune to the needs of the Chinese consumers rather than the American customers, even though its base and corporate governance is American. The paper discusses Christopher Earley and Miriam Erez's book "The Transplanted Executive" which explores the issue. The paper also shows how most banking organizations base their plans and strategies on three tiers: Coordination Tier, Boundary Tier and Customer Tier.
From the Paper
"According to Schneider and Bowen [1995] in a service oriented organization, customers are the foundation for the business. Without them there is no business, therefore the main aim of the organization has to focus on servicing them, catering to their needs and meeting their expectations. For every organization and depending on the service that it provides, there are certain expectations and criteria that customers judge them. For example in the banking industry it is about in-depth knowledge of the industry, the monetary environment, the kind of services available as products and the speed at which the service is being delivered. Some of the common features that customers expect are security, trust and fairness in dealings, which is what service excellence is all about."
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Customer Protection in the Banking Industry, 2004.
An explanation of the new practices in the banking industry designed to protect the customer.
4,927 words (approx. 19.7 pages), 7 sources, MLA, $ 125.95
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Abstract
This paper presents an overview of the changes in the banking system, since the introduction of the Internet into the industry. The paper begins by describing the needs of customer's since Internet banking and computer know-how became more evident. The paper then compares the old payment systems with the new, more technological systems available today. The writer then discusses why Internet banking benefits the customer and what security measures need to be taken to ensure complete transparency and security.
Contents:
Introduction
New Payment Systems
Existing Payment Systems
Key Issues in Internet Banking
Internet Payment Options
Discussion
Conclusion
From the Paper
"Banks have been using electronic transfer for large sums of money for approximately fifty years. However, the current system in place hardly meets the needs of the new emerging marketplace. This system is set up for large transactions and is expensive to use. The market place needs to develop a system that will accomplish the same task, only on a scale that makes it feasible for the small customer to utilize it without incurring disproportionate fees. The current system exists as a set of incompatible systems, this clearly cannot work considering the needs of the new emerging marketplace."
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Retail Banking Services Delivery, 2001.
An examination of the future of retail banking service delivery.
16,940 words (approx. 67.8 pages), 119 sources, $ 249.95
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Abstract
The purpose of this paper is to review the existing research on real world strategies of implementation of technology and consolidation and to draw conclusions towards recommendations of go-forward policies for harmonious and profitable future operations in retail banking.
Table of Contents
1. Introduction
Overview of the Research Project
Organizational and Environmental Profiles
Banks and the Financial Services Industry
Regulation and Deregulation
Consolidation
Technology
The Human Element/Human Resources
Scope of the Research
Limitations of the Research
2. Literature Review
3. Methodology
Marketing
Strategic Alliances
Successful Systems Integration Business Case
Customer Internet Use
Geographic Impact
Regulation
Operational Risk
Human Relations Considerations
4. Data Analysis
5. Summary, Conclusions, Recommendations
References
From the Paper
"The banking industry has been impacted by a combination of technological, sociological and commercial factors leading to changes in delivery of retail banking services which are in common use today but were not even envisioned in banking business plans as little as a decade ago. The impact of information and communications technology and the effects of banking industry deregulation have combined to create an environment in which the globalization of markets has led to bigger, more diverse markets and increased competition. The effect has been nothing short of a revolution in the structure and priorities of financial institutions, affecting all areas of retail banking: not only the products and services, but also operations, management and employees."
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Internet/On-Line Banking and Financial Services, 2002.
This paper examines Internet/On-Line Banking and Financial Services
5,150 words (approx. 20.6 pages), 14 sources, $ 187.95
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Abstract
. It considers both demand factors and supply factors. An extensive SWOT analysis of the problem is presented. Special attention is given to the opportunities electronic instruments offer to financial institutions and the potential security and privacy threats they present.
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Bank Customer Satisfaction, 2002.
This paper is a discussion of the topic of improvement of customer satisfaction with their banks.
2,758 words (approx. 11.0 pages), 5 sources, MLA, $ 82.95
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Abstract
In an attempt to improve customer satisfaction, banks around the world are training and empowering employees directly involved in service delivery to undertake a broad range of tasks. The paper looks at what are the skills necessary to improve customer satisfaction, how to calculate the level of customer satisfaction, and methods of training employees to improve their ability to satisfy customers.
From the Paper
"In analyzing customer satisfaction as an adjunct of qualified activity-based management (ABM) four activities are typically considered: Costs, Quality, Time and Innovation. Most of the emphasis in the current business literature focuses on activity-based costs (ABC) and TQM (total quality management). This is probably because ABC and TQM are easier, or more convenient to measure. Results are more quantifiable. The analysis of time and Innovation are harder since those two terms dip into areas like "mind," "motivation," and other terms that are hard to chart and analyze (Trapp, 1997)."
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National Bank Customer Survey, 1999.
A completed research on satisfaction and the attitudes of the bank's customers. Discusses field interviews, target groups, questionnaires and data analysis. Includes tables.
1,575 words (approx. 6.3 pages), 5 sources, $ 55.95
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Abstract
National Bank has commissioned Our Agency, Inc. to do a complete customer satisfaction survey. The bank wants data that can be used to create more effective customer service strategies.
This survey involved field interviews, target groups, mailed questionnaires and follow up questionnaires.
From the Paper
"CUSTOMER SATISFACTION SURVEY PROFILE FOR
NATIONAL BANK
Overview
National Bank has commissioned Our Agency, Inc. to do a complete customer satisfaction survey. The bank wants data that can be used to create more effective customer service strategies.
This survey involved field interviews, target groups, mailed questionnaires and follow up questionnaires.
This survey lasted for four months and was organized in this fashion.
Wave One: Field Interviews
Wave Two: Target Groups
Wave Three: Questionnaires
Wave ..."
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Impact of E-Banking on the Banking Industry, 2006.
An in-depth analysis of individual commercial banks and how they service their customers.
13,765 words (approx. 55.1 pages), 31 sources, APA, $ 249.95
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Abstract
This paper discusses individual commercial banks and how they service their customers. It analyzes the quality of banking services that a customer gets and how the services are provided to the customer. It describes the three main channels for banking today - through branches, through the internet and on telephone.
Table of Contents:
Introduction
Chapter I
How Internet Banking Has Grown In The Last Decades, Especially Regarding New Product Being Offered
Evolution of Internet Banking
Present Status and Profile of E-Banking Offered By Banks
Nature of Product Offered
Chapter II
The Operations of Banks In Different Areas: What Is The Contribution?
Effects of E-Banking on Banking Operations: What Is The Contribution of Internet Banking Toward The Business?
Chapter III
General Benefits of Banks From E-Business and Other Communication
Performance Measurement
Chapter IV
Reality of System Risks and Control
Conclusion
From the Paper
"To understand the relationship that can develop between the Internet and banks, one has to first understand the nature of both these items. The first to be understood is the banks. So far as banks are concerned, at the beginning of the twenty-first century, central banking which is the source of all banking activity would appear to be at a crossroads in their future. Earlier it was the lender of last resort, active participant in stabilizing economic fluctuations, and now the present main function is being the guardian of price stability. As it is still the monetary authority, much is expected from them. At one stage, fiscal policy was considered to be the main instrument of economic policy, the situation changed to an ascendancy of monetary policy and that was noted by the late 1980s in most parts of the industrialized world. This had a lot of implications for the role of the central bank."
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E-Banking in China, 2005.
This paper discusses e-banking services especially its customer satisfaction and the development of e-banking in China.
6,680 words (approx. 26.7 pages), 16 sources, APA, $ 152.95
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Abstract
This paper explains that viewing the Internet as only a marketing tool is a vast mistake because the Internet has vast applications to making the way of doing business not only easier and less costly, but also completely different than traditional banking. The author points out that Chinese banks, like the China Merchant Bank, will be able to strengthen relationships with existing customers by allowing them to access via its Website previously inaccessible decision-support information, such as detailed account reports, product specifications and interest rate comparisons at their own convenience. The paper, using many strategy analysis tools, concludes that e-banking is a viable solution to the problem of escalating costs of human tellers dealing with smaller depositors; therefore, Chinese banks, who are focused on ROI (return-on-investment) in order to prioritize and evaluate its goals, should develop an e-strategy.
Table of Contents
Introduction
Overall Review of E-Banking Industry
Customer Loyalty
Customer Needs and Meeting Them
Strategy for Building Customer Loyalty
China Merchant Bank
Risk Prevention in E-Banking of China
From the Technical View
E-Supply Chain Management
Procurement
Enterprise Resource Planning (ERP)
From the Managerial View
Strategic Plan
SWOT Assessment
Porter Five Forces
Porters Five Force Model
Customer Bargaining Power - High
Threat of Substitute Products and Services - Emerging
Supplier Bargaining Power--low
Threat of New Entrants - Emerging
The Overall Level of Rivalry - Moderate
Value Chain Model
Conclusions
From the Paper
"Contrary to popular retail belief, customers are not looking for the lowest price. Thompson writes, "the savvy business can only be differentiated by price." Businesses need to take into an account not only the traditional way to compete with a commodity is to lower cost of manufacturing and then lower the price to drive additional sales to make it up on volume. A company should consider other factors like the value of their service or product but also to consider the value of add-ons to product. Such incentives can rationalize asking a higher price and the customer will be happy with additional quality found in the added value. Customers need to see the value, once they know it is there then the price is not an object."
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E-Banking in the United Kingdom, 2006.
A look at the introduction of e-banking services at the HSBC BANK (U.K.) and its impact on the functioning model of the bank in the United Kingdom.
2,571 words (approx. 10.3 pages), 6 sources, MLA, $ 77.95
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Abstract
This paper researches and examines the elements and challenges that are critically important for banks introducing e-banking services. The paper discusses the impact that this will have on the functioning model of the bank. The paper focuses on the HSBC BANK (U.K.) in particular.
Outline:
Objective
Product Packaging for Smaller More Lucrative Segments
e-Banking in the E.U. Labeled: "Non-Optional"
Challenges and Risk Factors Faced by Central Banks in the U.K.
Summary and Conclusion
From the Paper
"E-banking is stated to be that which "could facilitate money-laundering, although electronic systems may also help in its detection." (Ibid) Listed as well is "dangers of false representation and identity theft." (Ibid) Retail payments are being integrated into the payment system with a "global standard with a common layout" being that which is 'desired'. The goal: "achieve delivery-versus-payment at a retail level." (Ibid) There is a stated need for regulation for the purpose of promotion of "open and common standards" the minimization of "switching costs" and to allow for "flexible pricing". (Ibid) It will be critical that central banks both assessing and deal with the potentiality in terms of risk that exists in relation to e-finance and this is "not just because of the differing developments in e-finance across economies but also because of differences in the responsibilities assigned to central banks. "
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Europe's Emerging Banks and the U.S. Banking History, 2002.
This paper analyzes the banking industry in the United States from the mid-18th through mid-19th century in order to understand the evolution of the banking industry in Europe's developing economies in the 20th century.
2,480 words (approx. 9.9 pages), 6 sources, APA, $ 75.95
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Abstract
This paper presents four potential dangers to banks in emerging markets and relates them to the lessons of the founding banking system of the United States: Macroeconomic volatility, connected lending, political involvement and financial liberalization. This paper discusses that the emerging banking industries in Eastern Europe must learn to operate in an objective environment free from burdensome and often disastrous government control; just as, the ever-present tension in the United States between government policy and banking policy ensured the banking industry's objectivity. This paper argues that the primary cause of the banking crisis in Eastern Europe was the banks' decision to allow financiers with little experience and even less capital to set up their own banks.
Table of Contents
Introduction
European Economies and the Evolution of the U.S. Banking Industry
Macroeconomic Volatility
Connected Lending
Government Involvement
Financial Liberalization
Conclusion
From the Paper
"The insistence by the American chief executive in the mid 18th to mid 19th century to keep separate government policy from banking policy has not been demonstrated in the communist economies of Eastern Europe. The second major crisis factor for these economies has been connected (or insider) lending, particularly in Russia. Though not unheard of in rich countries, connected lending is a more serious problem in emerging countries, where supervisors are less rigorous about rooting it out. The Economist maintains that connected lending has recently caused serious problems where unscrupulous businessmen have found it easy to set up banks simply to finance their other companies' pet projects. Thus, at many Russian banks, the personal ambitions of owners and managers still come before the prudent assessment of lending risks. Loans to related companies are rarely made on an arm's length basis and tend to be granted at below-market rates, with scant credit vetting."
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On-Line Banking, 2005.
This paper explores how the banking industry has been affected by the emergence of e-Business by reviewing the websites of Washington Mutual, Chase and Wells Fargo banks.
5,680 words (approx. 22.7 pages), 8 sources, APA, $ 137.95
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Abstract
This paper examines three on-line banking websites--Washington Mutual, Chase and Wells Fargo--by using several criteria such as overloading, consistency of image, grammar and spelling, speed of loading, functioning links, ease of use and overall impression: The Wells Fargo website was judged to be the best. The author stresses that banks must consider the requirements for protection of rights and interests of depositors, establishment of stability and confidence in financial markets and requirements for economic development in both their brick-and mortar and online operations. The paper relates that e-Business has changed the way in which banks must operate in the areas of customer relations (CRM), the banking supply chain, customer-based marketing that provides many customers services and immediately becoming an international entity through their presence on the internet.
Table of Contents
Introduction
Evaluation of Web sites
Washington Mutual
Chase
Wells Fargo
How Web Sites Differ
Washington Mutual
Chase
Wells Fargo
Bank Supply Chain in a Brick-and-Mortar Setting
Web Site Supply Chain Modifications
Marketing Tools
Washington Mutual
Chase
Wells Fargo
Customer Service
Washington Mutual
Chase
Wells Fargo
Legal, Ethical and Regulatory Issues
Security, Confidentiality and International Issues
Washington Mutual
Chase
Wells Fargo
Conclusion
From the Paper
"To compete successfully in the highly competitive marketplace, banking Web sites must strive every day to deliver consistent levels of performance and experience as perceived by users. Site performance must be formatted to accommodate speed reliability factors, and display what type of company they portray themselves to be. There are ten areas that Web sites are measured against: Response time (over high speed, DSL, and dial up connections), response consistency, geographic uniformity, load handling, page design, network connectivity, site reliability, and outage hours."
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Net Banking, 2005.
An overview of online banking, which allows customers to operate a host of banking services from a personal computer.
1,658 words (approx. 6.6 pages), 6 sources, MLA, $ 53.95
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Abstract
With the advent of the Internet and global connectivity, net banking is becoming increasingly popular all over the world. This paper discusses the nitty-gritty of net banking, the evolution, the merits and advantages of online banking, and also the disadvantages and limitations of this 20th century development.
From the Paper
"Banks see their online banking services as a means of customer retention and cost saving. From a customer perspective, online banking is convenient and provides savings in both time and costs. This is due to banking being accessible 24/7 from the home or office, the need for visits to the physical branch is reduced and banks passing their reduced costs to the customer in the form of lower fees and higher interest rates. However, Online banks must provide a service that is user-friendly and should instill trust in customers that the level of security provided will protect their transactions and personal information. Online banks face the challenges of ensuring that their security and privacy measures keep up with the rapid developments in technology. Also, it is important that banks integrate their online services as an extension of the existing services through their brick-and-mortar branches."
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Customer Retention, 2005.
This paper is a study of the economics of the retention of customers.
10,950 words (approx. 43.8 pages), 0 sources, APA, $ 216.95
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Abstract
This paper presents a general review of the literature on customer loyalties to understand the return on investment (ROI) for holding a member for one, five or ten additional years and to understand the cost-effectiveness and programs of various companies in the banking, computers, and other competitive environments to demonstrate in what way membership organizations channel their resources. The author uses an exploratory comparative case study to analyze specific companies: Pacific Coffee Company, Canadian Imperial Bank, First Union Bank City Super, USAA, Mercedes, SunExpress, Telesales and PC Universe. The paper states that companies must develop a strategic that focuses their energy and resources totally on customer retention, customer relationships and the creation of customer loyalty and value so that attrition can be quickly identified and remedied and defection can be prevented. Tables
Table of Contents
Introduction
Introduction
Background
Purpose of the Study
Hypotheses
Definitions of Terms
Organization of the Remainder of the Study
Literature Review
Customer Loyalty
The Customer Loyalty Pyramid
Store Loyalty and Brand Loyalty
Return in Investment (ROI) of Customer Retentions
Customer Lifetime Value (CLV)
Research Methodology
Purpose of this Study
Introduction
Participant Samples
Research Design
Conclusion
Research Findings
Pacific Coffee Company
Canadian Imperial Bank
First Union Bank
USAA
Mercedes
SunExpress
Research Analysis
Conclusion
Recommendations
From the Paper
"Determining the CLV, or economic worth of a customer, is, in principle, a straightforward exercise. To calculate CLV, project the net cash son, household, or company whose revenues over time exceed, by an acceptable amount, the company costs of attracting, selling, and servicing that customer. This excess is called customer lifetime value (CLV). Customer lifetime value should be an important construct in designing and budgeting a number of marketing decisions such as customer acquisition programs (Dwyer, 1989). Recognizing its importance, many researchers in direct marketing have studied CLV and its managerial applications "
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Banking Websites: A Comparison, 2007.
This paper examines the websites of banking and financial services competitors, USAA, ING and Scottrade.
1,122 words (approx. 4.5 pages), 3 sources, MLA, $ 38.95
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Abstract
The paper evaluates the online websites of USAA, ING and Scottrade. The paper discusses the three tenets of online marketing: commerce, community and content. The paper relates that while some areas needed further refinement, these sites were generally both informative and gratifying to navigate. The paper arrives at the conclusion that the necessity of physically traveling to a bank or financial services representative is rapidly becoming a relic of the not so distant past.
Outline:
Abstract
Overview
USAA Website
ING Website
Scottrade Website
Conclusion
From the Paper
"E-businesses, by necessity, rely almost solely on the effectiveness, accuracy, and security of their websites. Failure to adhere to sound marketing and technology principles in building a website can lead to disaster for a company that relies on its website to bring in revenues. The three principles of website marketing: commerce, community, and content, are even more important when considered in relation to the banking and financial services industries, which are increasingly shifting their business models to an online format. (Proctor,...)"
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Banking Laws, 2002.
A discussion on the laws instituted to protect customers in the banking and finance sectors.
3,136 words (approx. 12.5 pages), 16 sources, MLA, $ 91.95
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Abstract
This paper discusses the banking system and looks at how safe the banking system really is. The paper explores the laws that govern these institutions in order to see if they are stringent enough to protect most consumers who utilize the banking system today. The paper begins with a brief history of the banking sector, from ancient basic banks to the modern day corporate structures which are more common. The paper then examines each of the major banking laws in place supposedly for the protection of the consumers.
From the Paper
"So if banking and finance laws have been passed to protect investors and bank customers, is the banking system safer? Maybe, but because your money is in their vaults, the banks may have a measure of undue influence over you that you?re not even aware exists. Undue influence is defined as ?the domination of one party by the other in order to influence their judgement.? (Granger) With undue influence, there is no specific incident or single threat that occurs. ?The common law developed the doctrine of duress to define the limits of legitimate persuasion...equity developed undue influence to extend the reach of the law to other unacceptable means of persuasion.?"
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