Interpersonal liking in lender‐customer relationships in the Australian banking sector

2006 ◽  
Vol 24 (3) ◽  
pp. 140-157 ◽  
Author(s):  
Amy Hawke ◽  
Troy Heffernan
Keyword(s):  
Banking Sector ◽  
Customer Relationships ◽  
Interpersonal Liking

Compliance landscape in central and eastern Europe – the case of Hungary

2017 ◽  
Vol 20 (4) ◽  
pp. 325-333
Author(s):  
Levente Kovács ◽  
Sandor David
Keyword(s):  
Best Practice ◽  
Banking Sector ◽  
Transition Process ◽  
Customer Relationships ◽  
Risk Category ◽  
Special Focus ◽  
Content Type ◽  
Banking Systems ◽  
Future Challenges

Purpose This paper aims to explore how the understanding of the concept of compliance as its own risk category and the role of compliance as a separate internal banking function developed during the central and eastern European (CEE) region’s restoration of the banking systems, both parallel to and as a part of their transition process from their centrally planned economies to market economies, with special focus on the case of Hungary. Design/methodology/approach The paper discusses the transition within CEE and the reconstruction of their banking systems, including that of money and the capital market and the law-abidingness of the banking sector, the role of its reputation, compliance and customer relationships, compliance after 2005, the Bank of International Settlement principles and their implementation, a Hungarian compliance survey conducted in 2009 and future challenges in the field of compliance. Findings There is still not a globally or continentally accepted “best” practice in the field of compliance. It is under these circumstances that banking systems must face the challenges of this new epoch of increasing migration and cybercrime. Originality/value This paper presents the development of compliance in CEE, with special focus on Hungary. The article was written by employees of the Hungarian Banking Association, put together with the help of the vast experience they gained throughout their careers in the banking sector.

scholarly journals A Study of Changing Key Performance Indicators in Banking Sector

2019 ◽  
Vol 10 (3) ◽  
pp. 56
Author(s):  
Afroze Nazneen ◽  
Shikha Goyal ◽  
Pretty Bhalla ◽  
Vikram Jeet
Keyword(s):  
Performance Management ◽  
Performance Appraisal ◽  
Banking Sector ◽  
Banking System ◽  
Customer Relationships ◽  
Performance Measurement System ◽  
Appraisal System ◽  
Key Variables ◽  
Indian Banks ◽  
Traditional Performance

The Indian banking system has taken huge strides from being into traditional banking system to nationalization to privatization and finally into multinationals. The success dimension of Indian banks doesn’t only stand on financial indicators but it draws a thrust from, organizational culture, and customer relationships go a long way toward dictating future financial performance.The great transformation has been witnessed in the performance measurement system wherein the traditional performance appraisal system was taken over by multifaceted performance management system with feedback and continuous monitoring as inseparable part of it.In this paper, the researcher has proposed a model for measurement of performance in banking sector. And also the key variables have been found which are valuable in performance analysis.

scholarly journals Aligning post-merger information systems with corporate strategies. Empirical evidence in a bank merger

2013 ◽  
Vol 5 (1) ◽  
pp. 446-454
Author(s):  
Renata Paola Dameri
Keyword(s):  
Information System ◽  
Empirical Evidence ◽  
System Integration ◽  
Banking Sector ◽  
Business Case ◽  
Customer Relationships ◽  
Business Practices ◽  
Daily Work ◽  
Corporate Strategies ◽  
Is Integration

Information System integration is one of the most important challenges in post merger activities. The role of Information System in supporting business processes, products, customer relationships and the daily work of employees in the target company is central. For this reason, the IS rdesign in post-merger activities is both a threat and an opportunity: a threat, because to fail the IS integration could mean the failure of the merger; an opportunity, because to redesign the IS could help to better align it with the new strategic goals of the post-merger company and to gain better performance. However, merged companies generally aims especially at operational goals regarding IS integration, such as cost savings and risk reduction. They overlook the opportunity to align the target IS with M&A strategic aims. In this paper, the author studies the opportunity deriving from a M&A operation, to align IS with corporate strategies; theoretical considerations are supported by empirical evidence in a business case, regarding the most important Italian M&A in the banking sector. The paper suggests a set of business practices and assessment instruments to support management choices in post -merger IS integration and alignment.

Self-Service Technology Banking Preferences

2013 ◽  
Vol 9 (2) ◽  
pp. 7-20 ◽  
Author(s):  
Fouad Omran Elgahwash ◽  
Mark Bruce Freeman
Keyword(s):  
Developing Countries ◽  
Information And Communication Technologies ◽  
Banking Sector ◽  
Customer Relationships ◽  
Developed Country ◽  
Banking Services ◽  
Use Of Technology ◽  
Comparative Review ◽  
Self Service ◽  
Self Service Technology

Technology-enabled banking services are currently being implemented in developing countries. This research examines how citizens of developing countries adapt to these changes in their banking services. Technological expansion has been occurring in the Arabic region since the 1980s; however, the focus has been on trade and services offered by industries. The banking sector is an information intensive industry and should be at the forefront of advanced use of Information and Communication Technologies (ICTs). The banking sector has started to utilize technology-enabled services through the Internet and mobile devices, with the goal of improving customer relationships by empowering customers. One common trend is increasing the use of self-service technologies, which are facilitated by ICTs. This study discusses how Libyan banks should focus their technology strategies to relate to customers, reduce costs and improve services, achieved through the use of a survey completed by customers who have become accustomed to technology-enabled banking services in the developed world. The current availability of technology-enabled banking services in Libya is limited. This paper presents a comparative review of the use of technology-enabled banking services by Libyans when they are in Libya and whilst they are in Australia (a foreign developed country where Libyans are furthering their education).

scholarly journals Effects of customer perceptions in multichannel retail banking

2019 ◽  
Vol 37 (5) ◽  
pp. 1253-1274 ◽  
Author(s):  
Rafael Bravo ◽  
Eva Martínez ◽  
José Miguel Pina
Keyword(s):  
Banking Sector ◽  
Current Knowledge ◽  
Retail Banking ◽  
Customer Relationships ◽  
Customer Engagement ◽  
Brand Commitment ◽  
Brand Trust ◽  
Content Type ◽  
Customer Perceptions ◽  
Online Experience

Purpose This paper focuses on the multichannel strategy in the banking sector and its effects on customer engagement. Specifically, the purpose of this paper is to propose a model in which customers’ perceptions of offline and online channels are related to brand trust and brand commitment, which ultimately lead to customer engagement. Design/methodology/approach An empirical study was carried out on a sample of 306 individuals and data were analysed through partial least squares. Findings The results show that offline experience is more important than online experience in terms of impact on trust and commitment, which are closely linked to customer engagement. Online experience does not have a significant direct influence on brand commitment and its effect on brand trust is moderated by the customer’s familiarity with the channel. Originality/value These findings contribute to the advance in the current knowledge of the joint role of online and offline channels with the aim of strengthening customer relationships. From a managerial viewpoint, customer perceptions formed by their experiences in bank branches are more important than customer perceptions of the website’s performance in the explanation of trust and commitment.

scholarly journals Measuring Overall Customer Satisfaction for CRM Activities Performed by Indian Commercial Banks in Surat City

2020 ◽  
Vol 8 (1) ◽  
pp. 16-27
Author(s):  
Shaileshkumar Jausukhbhai Limbad ◽  
Vinod Patel
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Significant Relationship ◽  
Commercial Banks ◽  
Management Practices ◽  
Banking Sector ◽  
Research Study ◽  
Marketing Mix ◽  
Customer Relationships ◽  
Public Sector Banks

Purpose: The primary purpose of this paper is to measure the customer perception towards customer relationship management practices of Indian commercial banks in Surat city. The researcher also tries to study the different factors affecting the private and public sector banks’ customers.Design/methodology/approach: This research study is descriptive. The study adopted a nonprobability convenience sampling method after initially applying the stratified sampling. Findings: For private sector banks, reliability, responsiveness, and marketing mix elements have a significant relationship with overall satisfaction and also a significant relationship between overall customer satisfaction and loyalty. For public sector banks, a significant relationship found between assurance and marketing mix elements with overall customer satisfaction and between overall satisfaction and loyalty.Practical implications: The study researcher tried to establish a relationship between customer satisfaction and effective management of customer relationships. It is to be suggested that the banking sector, regardless of the tangible elements, should improve its operations in providing customers with highly advanced and reliable services.Originality/value: The research study aims to make managers able to assess CRM activities and processes in Indian commercial banks, focusing on new methods of delivering banking services and ways to managing healthy relationships with key customers.

scholarly journals An Exploration of the Effect of Customer Relationship Management on Organizational Performance in the Banking Sector

2022 ◽  
Vol 13 (1) ◽  
pp. 0-0
Keyword(s):  
Organizational Performance ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Business Environment ◽  
Partial Least Square ◽  
Customer Relationships ◽  
Least Square ◽  
Customer Relationship ◽  
Positive Effects

The main objective of this paper is to test the linkages among customer relationship management (CRM) practices and organizational performance in Palestinian banking sector. This research relies on an online survey which was designed for gathering the data from several employees who serve in banking sector. A total of 223 responses were considered valid for data analysis using SPSS and partial least square approach (PLS-SEM). Overall, the findings verified that customer orientation and CRM organization have significant positive effects on organizational performance. The outcomes also confirmed that CRM technology and knowledge management play important roles in affecting organizational performance. These findings reveal that the current business environment requires organizations to continuously monitor and manage customer relationships effectively for achieving their long range objectives and responding to emerging challenges.

scholarly journals Customer Relationship Management (CRM) in Banking Sector in Albania

2015 ◽  
Vol 2 (1) ◽  
pp. 136
Author(s):  
Aurela Ramaj
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Consumer Loyalty ◽  
Methods And Techniques ◽  
Management Techniques

The aim of this paper is to examine the Customer Relationship Management as a new methodology looks forward to identify and attract consumers through the process of developing relationships (business - customer). The methodology of the CRM aims to maintain customer satisfaction and increase consumer loyalty. The purpose of this paper is to know the basic capabilities of CRM systems and in-depth knowledge of methods and management techniques customer relationships. This paper will examine the methods and techniques of customer relationship management and display functionalities customer relationship management-implemented in banks.

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