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Study of the determinants for the quality of banking services and customer loyalty

Santos, Raquel Alexandra Duarte
Fonte: Instituto Superior de Economia e Gestão Publicador: Instituto Superior de Economia e Gestão
Tipo: Dissertação de Mestrado
Publicado em //2014 Português
Relevância na Pesquisa
56.58%
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. Em conclusão...

Mobile Banking and Financial Inclusion : The Regulatory Lessons

Klein, Michael; Mayer, Colin
Fonte: Banco Mundial Publicador: Banco Mundial
Português
Relevância na Pesquisa
46.64%
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.

Banking in Brazil : Structure, Performance, Drivers, and Policy Implications

Urdapilleta, Eduardo; Stephanou, Constantinos
Fonte: Banco Mundial Publicador: Banco Mundial
Português
Relevância na Pesquisa
56.53%
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.

Banking Services for Everyone? Barriers to Bank Access and Use around the World

Beck, Thorsten; Demirgüç-Kunt, Asli; Martinez Peria, Maria Soledad
Fonte: World Bank Publicador: World Bank
Tipo: Artigo de Revista Científica
Português
Relevância na Pesquisa
66.41%
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...

Brazil : The Industry Structure of Banking Services

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Português
Relevância na Pesquisa
66.53%
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.

Competitive Implications of Cross-Border Banking

Claessens, Stijn
Fonte: Banco Mundial Publicador: Banco Mundial
Português
Relevância na Pesquisa
46.65%
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...

Banking Services for Everyone? Barriers to Bank Access and Use around the World

Beck, Thorsten; Demirguc-Kunt, Asli; Martinez Peria, Maria Soledad
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Português
Relevância na Pesquisa
66.56%
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.

Slovakia - Technical Note on Consumer Protection in Financial Services : Volume 2 Sectoral Analyses and Good Practice Reviews

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Português
Relevância na Pesquisa
46.65%
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...

What Regulatory Frameworks are More Conducive to Mobile Banking? Empirical Evidence from Findex Data

Gutierrez, Eva; Singh, Sandeep
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Português
Relevância na Pesquisa
56.64%
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.

Mobile Money Services Development : The Cases of the Republic of Korea and Uganda

Gutierrez, Eva; Choi, Tony
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Português
Relevância na Pesquisa
56.62%
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.

Designing Customer-Centric Branchless Banking Offerings

McKay, Claudia Vonderohe; Seltzer, Yanina Ester
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Português
Relevância na Pesquisa
56.4%
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.

Customer Management in SME Banking

International Finance Corporation
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Trabalho em Andamento
Português
Relevância na Pesquisa
46.66%
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...

Uruguay : Financial Sector Review

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Economic & Sector Work :: Pre-2003 Economic or Sector Report; Economic & Sector Work
Português
Relevância na Pesquisa
46.65%
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...

Reaching Out : Access to and Use of Banking Services across Countries

Beck, Thorsten; Demirguc-Kunt, Asli; Martinez Peria, Maria Soledad
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Tipo: Publications & Research :: Policy Research Working Paper; Publications & Research
Português
Relevância na Pesquisa
66.6%
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.

Banking Sector Stability, Efficiency, and Outreach in Kenya

Beck, Thorsten; Cull, Robert; Fuchs, Michael; Getenga, Jared; Gatere, Peter; Randa, John; Trandafir, Mircea
Fonte: Banco Mundial Publicador: Banco Mundial
Tipo: Publications & Research :: Policy Research Working Paper
Português
Relevância na Pesquisa
46.69%
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...

Using Development-Oriented Equity Investment as a Tool for Restructuring Transition Banking Sectors

Meigas, Helo
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Tipo: Publications & Research :: Policy Research Working Paper; Publications & Research
Português
Relevância na Pesquisa
56.56%
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 : Measuring Banking Access in 54 Economies

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Publications & Research :: Publication; Publications & Research
Português
Relevância na Pesquisa
46.69%
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...

Increasing Revenues for India Post through Expanding Channeling of Financial Services

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Economic & Sector Work :: Other Financial Sector Study; Economic & Sector Work
Português
Relevância na Pesquisa
46.67%
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. Hence...

Technological innovation in banking services: an exploratory analysis to perceptions of the front office employee

Reis, J.; Ferreira, F.; Monteiro Barata, J.
Fonte: LLC CPC Business Perspectives Publicador: LLC CPC Business Perspectives
Tipo: Artigo de Revista Científica
Publicado em //2013 Português
Relevância na Pesquisa
56.34%
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

Withdrawal from Correspondent Banking; Where, Why, and What to Do About It

World Bank Group
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Tipo: Working Paper; Publications & Research :: Working Paper; Publications & Research
Português
Relevância na Pesquisa
56.63%
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.