Evaluating and Improving Attrition Models for the Retail Banking Industry

A strong internal marketing strategy can be critical to achieving and sustaining a competitive advantage as well as driving organisational change and enhanced organisational performance. This study sought to determine the influence of internal marketing mix elements on the satisfaction levels of recently employed graduates (GradDPs) within the retail banking industry in South Africa. The study also identified links between the satisfaction of GradDPs and their affective commitment in this context. A census approach to generating data was applied in the study by using a person-administered and an electronic survey method. Regression analysis was used to test the relationships proposed in the study. The results indicated that internal marketing significantly influences GradDP employee satisfaction within retail banks in South Africa and that a positive relationship exists between GradDP employee satisfaction and their affective commitment. The study results allowed for recommendations that retail banks provide training and support programmes to assist managers in developing a more participative style of leading. Such programmes would assist leaders in consulting employees more often and ensuring that they have sufficient autonomy when executing their work. It would also help leaders to create a safer GradDP employee environment that fosters openness, risk-taking and idea generation.

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Is Customer Satisfaction Driving Revenue A Longitudinal Analysis With Evidence From The Banking Industry

Journal of Business & Economics Research (JBER) ◽

10.19030/jber.v2i1.2844 ◽

2011 ◽

Vol 2 (1) ◽

Cited By ~ 2

Author(s):

Gerhard Winkler ◽

Markus S. Schwaiger

Keyword(s):

Customer Satisfaction ◽

Banking Industry ◽

Positive Impact ◽

Time Lag ◽

Retail Banking ◽

Long Run ◽

Long Term Impact ◽

Insight Into ◽

Longitudinal Dataset

The connection between customer satisfaction and the financial performance of companies has been under academic scrutiny for quite some time. Evidence regarding the long term impact of customer satisfaction is however relatively scarce. Furthermore, research has so far often neglected potential industry idiosyncrasies in estimating the consequences of changes in customer satisfaction. We provide an insight into the overall long run impact of customer satisfaction on operating revenues based on a longitudinal dataset for the Austrian retail banking industry. Our results corroborate the intuition of a positive long run effect of satisfaction on revenues. We can show, that a time lag of 1,5 years has to elapse for satisfaction to have a positive impact on sales.

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Changing Retail Banking Supply-Demand Mismatch

International Journal of Applied Geospatial Research ◽

10.4018/jagr.2010030903 ◽

2010 ◽

Vol 1 (2) ◽

pp. 37-54 ◽

Cited By ~ 2

Author(s):

Bin Zhou

Keyword(s):

New York ◽

Geographical Distribution ◽

Banking Industry ◽

Retail Banking ◽

Banking Services ◽

Geographical Concentration ◽

Bank Deposits ◽

Changing Patterns ◽

Branch Banking

In this study, the author compares the supply-demand mismatch of retail banking services and the changing patterns in Illinois and New York from 1982 to 2007 amid fundamental banking transformation and geographical deregulation. The study uses measures of concentration like the Herfindahl-Herschman Index (HHI) and the E-Index. The study finds that the traditionally unit banking Illinois has narrowed the mismatch over the study period from 1982 to 2007, whereas the traditionally branch banking New York has expanded such mismatch. The study also finds that while the New York banking industry can be characterized by a more concentrated geographical distribution of bank deposits, the Illinois banking industry still has a dispersed geographical concentration of bank offices, though the Chicago MSA has reversed such a pattern.

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