Mestrado em Finanças; A qualidade percebida e a satisfação dos clientes são elementos essenciais para a competitividade das instituições bancárias. Assim, é importante identificar os fatores que confinam a perceção de qualidade e satisfação do ponto de vista dos clientes que utilizam esse tipo de serviço.
A realização deste trabalho tem como principal objetivo identificar os fatores mais relevantes para os clientes na avaliação da Qualidade do serviço de uma instituição bancária. Como objetivos secundários pretende-se saber se os atuais clientes se encontram satisfeitos com os serviços que a sua principal instituição bancária lhes oferece, assim como, avaliar de uma forma lata algumas instituições bancárias no que diz respeito aos serviços prestados por estas aos consumidores. Para isso, nesta dissertação foram estudados e identificados alguns teóricos que reflectiram sobre os temas abordados. A fonte de informação utilizada para a realização do trabalho foi um inquérito que visa saber quais os níveis de satisfação dos clientes referentes aos serviços da área da banca, incluindo ainda, a análise às suas perceção de Qualidade de serviços, utilizando o método SERVQUAL.
Mobile banking is growing at a
remarkable speed around the world. In the process it is
creating considerable uncertainty about the appropriate
regulatory response to this newly emerging service. This
paper sets out a framework for considering the design of
regulation of mobile banking. Since it lies at the interface
between financial services and telecoms, mobile banking also
raises competition policy and interoperability issues that
are discussed in the paper. Finally, by unbundling payments
services into its component parts, mobile banking provides
important lessons for the design of financial regulation
more generally in developed as well as developing economies.
The objective of this paper is to
analyze the industry structure of banking services in Brazil
in order to shed light on financial performance and its
drivers at a disaggregated level. The study illustrates how
differences across market segments - which tend to be
averaged out in aggregate analysis - need to be taken into
account when analyzing performance and designing public
policy for the banking sector. In particular, retail banking
is found to be less sensitive to price competition and to
exhibit considerably higher returns than corporate banking.
The authors identify and discuss the factors underlying
revenues, costs, and risks in each market segment, and
conclude with policy implications.
Information from 209 banks in 62 countries is used to develop new indicators of barriers to banking services around the world, show their correlation with measures of outreach, and explore their association with bank and country characteristics suggested by theory as potential determinants. Barriers such as minimum account and loan balances, account fees, and required documents are associated with lower levels of banking outreach. While country characteristics linked with financial depth, such as the effectiveness of creditor rights, contract enforcement mechanisms, and credit information systems, are weakly correlated with barriers, strong associations are found between barriers and measures of restrictions on bank activities and entry, bank disclosure practices and media freedom, and development of physical infrastructure. In particular, barriers are higher in countries where there are more stringent restrictions on bank activities and entry, less disclosure and media freedom, and poorly developed physical infrastructure. Also, barriers for bank customers are higher where banking systems are predominantly government-owned and are lower where there is more foreign bank participation. Larger banks seem to impose lower barriers on customers...
Understanding the industry structure of
banking services in Brazil is an important task both for the
financial community at large and for country specialists.
The Brazilian financial system is the largest and most
sophisticated in Latin America. This study is organized into
five sections after the introduction, in line with the main
analytical building blocks, and complemented by appendices
that describe methodological aspects in more detail. Section
2 presents some stylized facts on the Brazilian banking
system and compares it to a peer group of countries. Section
3 describes and presents the results of the industrial
organization perspective (indirect approach). Section 4
presents the methodology and results -- including
sensitivity analysis -- of the direct approach. Section 5
identifies and discusses the characteristics and main
drivers of revenues, costs and risks by market segment,
while Section 6 concludes and presents policy implications.
This paper reviews the recent literature on cross-border banking, with a focus on policy implications. Cross-border banking has increased sharply in recent decades, particularly in the form of entry, and has affected the development of financial systems, access to financial services, and stability. Reviewing the empirical literature, the author finds much, although not uniform, evidence that cross-border banking supports the development of an efficient and stable financial system that offers a wide access to quality financial services at low cost. But as better financial systems have more cross-border banking, the relationship between cross-border banking and competitiveness has to be carefully judged. While developing countries have some special conditions, provided a minimum degree of oversight is in place, they experience effects similar to industrial countries. There are some questions, though, on the effects of cross-border banking on lending based on softer information and on stability. Relevant experiences from capital markets show that the degree of cross-border financial activities can affect local market sustainability and there can be path dependency when opening up to cross-border competition. Reviewing the fast changing landscape of financial services provision...
Using information from 193 banks in 58 countries, the authors develop and analyze indicators of physical access, affordability, and eligibility barriers to deposit, loan, and payment services. They find substantial cross-country variation in barriers to banking and show that in many countries these barriers can potentially exclude a significant share of the population from using banking services. Correlations with bank- and country-level variables show that bank size and the availability of physical infrastructure are the most robust predictors of barriers. Further, the authors find evidence that in more competitive, open, and transparent economies, and in countries with better contractual and informational frameworks, banks impose lower barriers. Finally, though foreign banks seem to charge higher fees than other banks, in foreign dominated banking systems fees are lower and it is easier to open bank accounts and to apply for loans. On the other hand, in systems that are predominantly government-owned, customers pay lower fees but also face greater restrictions in terms of where to apply for loans and how long it takes to have applications processed. These findings have important implications for policy reforms to broaden access.
As financial markets develop and deepen,
one of the key issues for the fair, open and efficient
operation of the markets is the protection of consumers
rights in financial services. Be they bank depositors or
borrowers or investors in insurance policies, securities or
investment or pension funds, financial consumers need the
ability to accurately understand the terms and conditions of
their contracts and take action if the terms of contracts
have been violated. The Note is the second report in a pilot
program to analyze consumer protection in
financialservices.The objectives of the Note are
three-fold, to: (1) present a set of draft good practices
for assessing consumer protection in financial services; (2)
conduct a review of the existing rules and practices in
Slovakia compared to the draft practices; and (3) provide
recommendations on ways to improve consumer protection in
financial services in Slovakia. The Technical Note
wasprepared at the request of the Slovak Ministry
of Finance, with the valuable support of the National Bank
of Slovakia and other government agencies...
Mobile banking services offer great
potential to expand financial services, particularly payment
services, to the poor. They also provide a convenient and
cost effective way to access bank accounts. This paper
constitutes a first attempt to explain statistically what
factors contribute to mobile banking usage, with a
particular focus on the regulatory framework. The authors
construct an index that measures the existence of laws and
regulation that support mobile banking activity for 35
countries. Using variations in regulatory environments
across these countries and armed with newly released data on
mobile banking usage by approximately 37,000 individuals in
these 35 countries, the paper sheds light on the importance
of laws and regulation in supporting mobile banking. The
analysis finds that a supporting regulatory framework is
associated with higher usage of mobile banking for the
general population as well as for the unbanked.
This study intends to increase
understanding of how different types of mobile money
services have developed in different environments. For this
purpose, two countries were selected, the Republic of Korea
and Uganda. From these study cases, some conclusions emerge.
The development of mobile banking services can appear at
different stages of financial sector development, but it
requires a vibrant and competitive telecommunications
sector. The regulatory environment does not need to be very
sophisticated for the mobile industry to emerge. However,
some elements appear to be important. The legal framework
should allow (or at least not explicitly forbid) nonbank
financial institutions to issue money and use banking agents
or correspondents. To ensure wider use of the service by the
population, it is important to educate the population on the
benefits of mobile money services.
Branchless banking services have taken
on a significant challenge: developing new channels through
which to provide financial services to customers who have
mostly used only cash before. Understanding the customer
experience is critical, but focus groups and surveys may not
be well-suited to understand customer needs in an
environment with so many new and unknown dimensions.
Intrigued by the success of design research in other
industries, consultative group to assist the poorest (CGAP)
set out to explore how human-centered design (HCD) can be
applied to branchless banking and its unique challenges.
The objective of the Customer Management
in Small and Medium Enterprise (SME) Banking Guide is to
share and disseminate critical information for managing the
SME client relationship, allowing banks that already serve
the SME sector to move beyond lending to better capture the
SME Banking opportunity. This Guide leverages IFC s SME
Banking Diagnostic framework used to assess SME banking
operations, as well as its SME Banking Benchmarking exercise
used to analyze good practice business models. In addition,
the Guide provides practical examples of customer management
focused on SME banking from a number of featured financial
institutions. Such examples may serve to highlight a good
practice, or may simply serve to illustrate a learning
experience. Financial institutions featured in this
publication include Bankinter, DBS Bank, Diamond Bank,
Garanti Bank, ICICI Bank, Banco Santander, and Türk Ekonomi
Bankasi (TEB). Additional SME banking experiences are drawn
from a variety of other banks and are cited throughout the
text as appropriate. Profitably serving the SME segment
requires a tailored customer management approach that will
allow banks to answer these four questions: How can banks
better understand SME customer needs? How can they match
diverse needs with the right offer...
The study reviews Uruguay's
financial sector, identifying a well-developed banking
sector, which reflects off-shore banking growth stimulated
by regional macroeconomic instability, and by the
country's strict national banking laws. By contrast,
the country's capital market is underdeveloped, with a
market capitalization of less than one percent of GDP,
compared to the average ten percent in emerging markets.
Similarly, the contractual savings sector, including
pension/mutual funds, and insurance companies, is highly
incipient. The small open economy has significant
implications for its financial sector strategy, since its
domestic economy is not large enough to sustain a domestic
financial sector, particularly considering increased border
trade in financial services, via electronic banking, and
securities trading. Thus, its alternative may be to become
highly competitive in banking services, including exporting
these services. Based on substantiated evidence, it is
suggested that the comparative advantage of Uruguayan banks
is gradually eroding...
The authors (1) present new indicators of banking sector penetration across 99 countries based on a survey of bank regulatory authorities, (2) show that these indicators predict household and firm use of banking services, (3) explore the association between the outreach indicators and measures of financial, institutional, and infrastructure development across countries, and (4) relate these banking outreach indicators to measures of firms' financing constraints. In particular, they find that greater outreach is correlated with standard measures of financial development, as well as with economic activity. Controlling for these factors, the authors find that better communication and transport infrastructure and better governance are also associated with greater outreach. Government ownership of financial institutions translates into lower access, while more concentrated banking systems are associated with greater outreach. Finally, firms in countries with higher branch and ATM penetration and higher use of loan services report lower financing obstacles, thus linking banking sector outreach to the alleviation of firms' financing constraints.
Although Kenya's financial system
is by far the largest and most developed in East Africa and
its stability has improved significantly over the past
years, many challenges remain. This paper assesses the
stability, efficiency, and outreach of Kenya's banking
system, using aggregate, bank-level, and survey data.
Banks' asset quality and liquidity positions have
improved, making the system more resistant to shocks, and
interest rate spreads have declined, in part due to
reduction in the overhead costs of foreign banks. Outreach
remains limited, but has improved in recent years, driven by
mobile payments services in the domestic remittance market.
Fostering a level regulatory playing field for all
deposit-taking institutions is a key remaining challenge.
Specifically, an effective but not overly burdensome
framework for regulation and supervision of microfinance
institutions and cooperatives is a priority. Maintaining an
openness to new, and non-bank, providers of financial
services, which has enabled the success of mobile payments...
Over the past 10 years the three Baltic
republics have undertaken significant restructuring of their
banking sectors, supported by the World Bank through three
projects: the Financial Institutions Development Project in
Estonia, the Enterprise and Financial Sector Restructuring
Project in Latvia, and the Enterprise and Financial Sector
Project in Lithuania. These projects included a credit line,
channeled through local commercial banks, to provide
long-term funding and complementary technical assistance to
private enterprises. In parallel, the government of Sweden
injected equity into the commercial banks from Swedfund
Financial Markets (SFM). The projects and the accompanying
Swedfund equity were aimed at promoting sound banking
systems in the three Baltic countries-by strengthening the
equity in the banks and thereby expanding medium- and
long-term financing. Meigas examines the role of SFM-which
provides development-oriented equity investment (DEI) to
Baltic banks-in the context of the World Bank programs. She
examines the arguments for deploying DEI as a development
vehicle by gauging its impact in the three Baltic countries
on banking skills and services...
Banking the Poor presents new data collected from two sources: central banks, and leading commercial banks in each surveyed country. It explores associations between countries' banking policies and practices, and their levels of financial access measured in terms of the numbers of bank accounts per thousand adults. It builds on the previous work of measuring financial access through information obtained from regulators, banks, and household surveys. It explores associations between countries' banking policies and practices, and their levels of financial access, measured in terms of the numbers of bank accounts per thousand adults. The extent to which people are banked depends primarily on how wealthy they are. Even in the poorest countries, rich urban customers get access to good banking. Although there are a range of financial services used by the poorest, these are usually provided outside the formal banking system. Banks are used by those above this threshold, usually by salaried employees who have the steady income. Naturally banks are more likely to seek out users with a steady, predicatable income. Expanding credit for enterprises leads to the creation of a salaried class that wants to bank: this is the primary way to increase bank access. While bank clients make up the largest part of those using financial services in most countries...
This report analyzes possibilities for
increasing revenues for India Post through expanding
channeling of financial services. The Indian postal network
is among the largest networks in the world in terms of area
covered and population served, and constitutes an important
mechanism of achieving transportation and communication.
Within India Post, the Post Office Savings Bank (POSB) is
one of the oldest and largest financial institutions (with
largest deposit base) in the country. The key objective of
POSB is to provide people living in rural, semi-urban,
remote and inaccessible areas of the country with an easy
and reliable means of making investments, making remittances
and operating savings accounts. It is of strategic
importance for POSB to increase market-based revenues so as
to gain better control of its market orientation and revenue
structure. In addition, though POSB still retains
competitive advantages over commercial banks, it will not be
long before the competition replicates these advantages.
It is widely recognized that the increased intensity of competition in the banking sector has had direct implications for financial institutions' approach to customers and how they define their business strategy. Considering that the current economic stance embraces innovation and technology as fundamental elements of strategic management and business and economic development, new approaches to the relationship between technological innovation and financial services are essential in achieving competitive advantage. Based on this premise, the purpose of this paper is to analyze the main effects of technological innovation on financial services at the bank branch level by evaluating responses from front office employees. The results show that information and communication technologies are an important lever in the modernization of the sector. Practical implications, strengths and limitations of our empirical study are also presented
Correspondent banking services are
essential to enabling companies and individuals to transact
internationally and make cross-border payments. Recently
there have been indications that certain large international
banks have started terminating or severely limiting their
correspondent banking relationships with smaller local and
regional banks from jurisdictions around the world. To find
out whether this is indeed happening, the World Bank, with
support from the Financial Stability Board (FSB) and the
Committee on Payments and Market Infrastructures (CPMI),
surveyed banking authorities and banks worldwide to examine
the extent of withdrawal from correspondent banking, its
drivers, and its implications for financial
exclusion/inclusion. In total, 110 banking authorities, 20
large banks, and 170 smaller local and regional banks
participated in this exercise. This document includes
finding of the survey, conclusions, and recommendations.