We study, using the non-parametric data envelopment approach, we investigated the long-run profit efficiency dynamics and the short-run market reaction of nine pre-classified merger deals of merging and non-merging U.S. banks over the time period from 1992 to 2003. Our main results are as follows: First, merger deals that match least efficient acquirers with the least efficient targets could improve their profit efficiency four years following the merger event, unlike all other merger deals. Second, we find that mergers match least efficient acquirers with the least efficient targets could also achieve significant positive cumulative access returns (CARs) while all other deals were followed by significant negative CARs. Third, we find that, in general, that large-size acquirers have and maintain higher and efficiency scores than targets and non-merging banks. Fianally, the value-maximizing mergers are mostly large in size and match banks with clear chances to increase their future efficiency rankings.

Problem The banking industry is changing with new technologies and the financial sector is exposed to the strong pressure of change. All this appearing as a result of the ongoing digitalization. Purpose The purpose of this thesis is to gain a deeper understanding of how Swedish banks internally work with digitalization. Also, to create an understanding of the banks’ views of challenges, opportunities, and the future perspective of the Swedish banking industry that follows with digitalization. Theoretical Framework The theoretical framework has been developed from our three keywords: Digitalization, Bank industry and Digital banking. The theoretical foundation of this thesis is presented to create an understanding of the concept of digitalization. Methodology A qualitative research approach is used in this thesis where interviews are conducted with highly insightful respondents from each bank to fulfil the purpose and answer the research question. Empirical Findings The result of the empirical data collection consists of primary data collected through interviews with four major banks in Sweden. Conclusions All banks have a different internal approach to digitalization. However, there is no one-size-fits-all solution for a successful strategy, and the banks must adapt their internal work in order to manage the digitalization in the most suitable way. Although there are some difference and similarities in how banks internally work with digitalization, it is evident that the banking industry is changing along with the digitalization. We are facing a new reality where the digitalization brings both challenges and opportunities. The banks have a positive perspective on the future of digitalization. However, we will probably see a lot of changes in the banking industry in the near future.

Background/Problem: Sponsorship has grown a lot for the past twenty years, to become a part of the marketing activities not to say a full-fledged tool. Being now a major marketing tool, it is crucial to understand how the whole sponsorship process works, in order to control it perfectly. Purpose: To offer an overview of the whole sponsorship process, from the sponsoring side. Theory: In the theory part is a literature review about sponsorship. First a definition of sponsorship is presented. Then the different motivations to start a sponsorship activity are discussed, followed by the selection criteria. Finally, the evaluation methods of the activity are reviewed. Research questions: How do companies select their events and manage their portfolio? Which are the factors influencing the future decisions of continuing a sponsorship? Method: In order to identify what are the most relevant elements in the whole sponsorship-decision process, a quantitative approach was used. An online survey was created online in order to collect data that has been analysed through SPSS. Conclusion: Our results show that the selection of the event and the evaluation of the sponsorship activity are very important for the portfolio, although if there is a lack of evaluation among the companies.

Uma pobre Qualidade da Informação (QI) tem forte impacto no desempenho geral de uma organização. A efetividade e eficácia de utilização da Tecnologia da Informação (TI) e dos Sistemas de Informação (SI) dependem da Qualidade da Informação que é transitada por eles. Os investimentos em TI exerceram impactos significativos na indústria bancária nos últimos anos, gerando um grande aumento de volume informacional; tais investimentos, porém, não garantiram semelhante retorno no que se refere à qualidade dessa informação. O objetivo dessa pesquisa é medir a percepção da QI que é utilizada pelos executivos da Indústria Bancária, observando bancos públicos de âmbito federal e estadual. O método escolhido foi a pesquisa survey, realizada a partir de um instrumento previamente proposto para medir a QI, com 15 dimensões de QI divididos em 65 itens. A pesquisa survey foi executada em dois momentos: estudo de pré-teste e estudo final, originando um novo instrumento. Procedimentos qualitativos e quantitativos foram utilizados para refinar o questionário e definir as dimensões finais, como a Validade de Face e de Conteúdo, Análise de Confiabilidade, Análise de Correlação Item-Total Corrigido (CITC), Análise Fatorial Exploratória e Análise Fatorial Confirmatória. O modelo obtido possui quatro fatores de qualidade: Acessibilidade, Contextualidade, Confiabilidade e Compreensão, dispostos em 12 itens. A principal contribuição desta pesquisa para o conhecimento acadêmico foi a análise da qualidade da informação, tema escasso em trabalhos internacionais e nacionais, com a proposta de um modelo teórico para medir a qualidade no escopo dos bancos públicos nacionais. Para o setor investigado, apresenta-se um mapeamento da percepção de seus colaboradores acerca da qualidade da informação por eles operada nos seus cotidianos de trabalho. / A poor Information Quality (IQ) has a strong impact in the development of a organization. The effectiveness and efficacy of Information Technology (IT) and Information Systems (IS) depend on the quality of information which flows through them. IT investments made significant impact on bank industry in the last years, leading to a major informational volume increasing. However, these investments didn’t imply the same effect in IQ. The purpose of this research is to measure the perception of IQ used by bank executives, observing national and state public banks. The chosen method is survey research, conducted with an instrument previously proposed to measure IQ, containing 15 IQ dimensions divided in 65 items. Survey research was conducted in two moments: pre-test study and final study, generating a new instrument. Qualitative and quantitative procedures were used to refine the instrument and define the final dimensions, like Face and Content Validity, Reliability Analysis, Corrected Item-Total Correlation (CITC) Analysis, Exploratory Factor Analysis and Confirmatory Factor Analysis. The model resulted has four quality factors: Accessibility, Contextuality, Reliability and Understanding, disposed in 12 items. The main contribution of this research to academic knowledge is the IQ analysis, a forgotten theme in national and international researches, proposing a theoretical model to measure quality in the public bank field. It is also presented, to the investigated segment, a map of the perception from its executives about IQ in their daily tasks.

Uma pobre Qualidade da Informação (QI) tem forte impacto no desempenho geral de uma organização. A efetividade e eficácia de utilização da Tecnologia da Informação (TI) e dos Sistemas de Informação (SI) dependem da Qualidade da Informação que é transitada por eles. Os investimentos em TI exerceram impactos significativos na indústria bancária nos últimos anos, gerando um grande aumento de volume informacional; tais investimentos, porém, não garantiram semelhante retorno no que se refere à qualidade dessa informação. O objetivo dessa pesquisa é medir a percepção da QI que é utilizada pelos executivos da Indústria Bancária, observando bancos públicos de âmbito federal e estadual. O método escolhido foi a pesquisa survey, realizada a partir de um instrumento previamente proposto para medir a QI, com 15 dimensões de QI divididos em 65 itens. A pesquisa survey foi executada em dois momentos: estudo de pré-teste e estudo final, originando um novo instrumento. Procedimentos qualitativos e quantitativos foram utilizados para refinar o questionário e definir as dimensões finais, como a Validade de Face e de Conteúdo, Análise de Confiabilidade, Análise de Correlação Item-Total Corrigido (CITC), Análise Fatorial Exploratória e Análise Fatorial Confirmatória. O modelo obtido possui quatro fatores de qualidade: Acessibilidade, Contextualidade, Confiabilidade e Compreensão, dispostos em 12 itens. A principal contribuição desta pesquisa para o conhecimento acadêmico foi a análise da qualidade da informação, tema escasso em trabalhos internacionais e nacionais, com a proposta de um modelo teórico para medir a qualidade no escopo dos bancos públicos nacionais. Para o setor investigado, apresenta-se um mapeamento da percepção de seus colaboradores acerca da qualidade da informação por eles operada nos seus cotidianos de trabalho. / A poor Information Quality (IQ) has a strong impact in the development of a organization. The effectiveness and efficacy of Information Technology (IT) and Information Systems (IS) depend on the quality of information which flows through them. IT investments made significant impact on bank industry in the last years, leading to a major informational volume increasing. However, these investments didn’t imply the same effect in IQ. The purpose of this research is to measure the perception of IQ used by bank executives, observing national and state public banks. The chosen method is survey research, conducted with an instrument previously proposed to measure IQ, containing 15 IQ dimensions divided in 65 items. Survey research was conducted in two moments: pre-test study and final study, generating a new instrument. Qualitative and quantitative procedures were used to refine the instrument and define the final dimensions, like Face and Content Validity, Reliability Analysis, Corrected Item-Total Correlation (CITC) Analysis, Exploratory Factor Analysis and Confirmatory Factor Analysis. The model resulted has four quality factors: Accessibility, Contextuality, Reliability and Understanding, disposed in 12 items. The main contribution of this research to academic knowledge is the IQ analysis, a forgotten theme in national and international researches, proposing a theoretical model to measure quality in the public bank field. It is also presented, to the investigated segment, a map of the perception from its executives about IQ in their daily tasks.

Uma pobre Qualidade da Informação (QI) tem forte impacto no desempenho geral de uma organização. A efetividade e eficácia de utilização da Tecnologia da Informação (TI) e dos Sistemas de Informação (SI) dependem da Qualidade da Informação que é transitada por eles. Os investimentos em TI exerceram impactos significativos na indústria bancária nos últimos anos, gerando um grande aumento de volume informacional; tais investimentos, porém, não garantiram semelhante retorno no que se refere à qualidade dessa informação. O objetivo dessa pesquisa é medir a percepção da QI que é utilizada pelos executivos da Indústria Bancária, observando bancos públicos de âmbito federal e estadual. O método escolhido foi a pesquisa survey, realizada a partir de um instrumento previamente proposto para medir a QI, com 15 dimensões de QI divididos em 65 itens. A pesquisa survey foi executada em dois momentos: estudo de pré-teste e estudo final, originando um novo instrumento. Procedimentos qualitativos e quantitativos foram utilizados para refinar o questionário e definir as dimensões finais, como a Validade de Face e de Conteúdo, Análise de Confiabilidade, Análise de Correlação Item-Total Corrigido (CITC), Análise Fatorial Exploratória e Análise Fatorial Confirmatória. O modelo obtido possui quatro fatores de qualidade: Acessibilidade, Contextualidade, Confiabilidade e Compreensão, dispostos em 12 itens. A principal contribuição desta pesquisa para o conhecimento acadêmico foi a análise da qualidade da informação, tema escasso em trabalhos internacionais e nacionais, com a proposta de um modelo teórico para medir a qualidade no escopo dos bancos públicos nacionais. Para o setor investigado, apresenta-se um mapeamento da percepção de seus colaboradores acerca da qualidade da informação por eles operada nos seus cotidianos de trabalho. / A poor Information Quality (IQ) has a strong impact in the development of a organization. The effectiveness and efficacy of Information Technology (IT) and Information Systems (IS) depend on the quality of information which flows through them. IT investments made significant impact on bank industry in the last years, leading to a major informational volume increasing. However, these investments didn’t imply the same effect in IQ. The purpose of this research is to measure the perception of IQ used by bank executives, observing national and state public banks. The chosen method is survey research, conducted with an instrument previously proposed to measure IQ, containing 15 IQ dimensions divided in 65 items. Survey research was conducted in two moments: pre-test study and final study, generating a new instrument. Qualitative and quantitative procedures were used to refine the instrument and define the final dimensions, like Face and Content Validity, Reliability Analysis, Corrected Item-Total Correlation (CITC) Analysis, Exploratory Factor Analysis and Confirmatory Factor Analysis. The model resulted has four quality factors: Accessibility, Contextuality, Reliability and Understanding, disposed in 12 items. The main contribution of this research to academic knowledge is the IQ analysis, a forgotten theme in national and international researches, proposing a theoretical model to measure quality in the public bank field. It is also presented, to the investigated segment, a map of the perception from its executives about IQ in their daily tasks.

[pt] O objetivo desta pesquisa é identificar, na indústria bancária brasileira, a existência de grupos distintos compostos por bancos que adotam estratégias competitivas semelhantes, relacionando-os a diferentes padrões de desempenho. Para tal, selecionou-se amostra de 50 bancos que operam no mercado brasileiro para os quais foram calculadas variáveis estratégicas, de ambiente, e de desempenho para o período 2017-2019.Através da aplicação de modelo estatístico, tendo como base as variáveis estratégicas de cada banco da amostra, foi possível classificá-los em grupos distintos, gerando taxionomia que reflete o posicionamento estratégico na indústria. Os padrões identificados determinaram a formação de quatro grupos, assim denominados: os Visionários, os Estacionários, os Eficientes, e os Tradicionais. Concluiu-se que os quatro padrões distintos de comportamento estratégico identificados na indústria bancária brasileira apresentam diferentes respostas às forças do ambiente, e estão associados a diferentes padrões de desempenho. Os grupos caracterizados como Estacionários e Tradicionais apresentaram, comparativamente, os piores desempenhos, em função da morosidade de seu processo decisório, adoção de padrões tradicionais de gestão, e dificuldades de mudança na condução estratégica. Acredita-se que para esses grupos, o desafio imposto para sobrevivência na indústria repousa na adequação aos novos padrões do mercado, onde consumidor e tecnologia passaram a ocupar o epicentro do negócio. Por outro lado, os grupos caracterizados como Visionários e Eficientes foram os que apresentaram os melhores desempenhos, o que reflete a relevância do investimento e da eficiência operacional na indústria. / [en] The purpose of this research is to identify, in the Brazilian banking industry, the existence of distinct groups composed of banks that adopt similar competitive strategies, relating them to different performance standards. To this end, a sample of 50 banks operating in the Brazilian market was selected for which strategic, environmental, and performance variables were calculated for the period 2017-2019. Through the application of a statistical model, based on the strategic variables of each bank in the sample, it was possible to classify them into distinct groups, generating a taxonomy that reflects the strategic positioning in the industry. The patterns identified determined the formation of four groups, thus called: the Visionary, the Stationary, the Efficient, and the Traditional. It was concluded that the four distinct patterns of strategic behavior identified in the Brazilian banking industry present different responses to the forces of the environment and are associated with different performance patterns. The groups characterized as Stationary and Traditional presented, comparatively, the worst performances, due to the slowness of their decision-making process, adoption of traditional management standards, and difficulties in changing the strategic direction. It is believed that for these groups, the challenge imposed for survival in the industry lies in adapting to the new market standards, where consumers and technology started to occupy the epicenter of the business. On the other hand, the groups characterized as Visionary and Efficient were the ones that presented the best performances, which reflects the relevance of investment and operational efficiency in the industry.

The banking sector in Ghana has witnessed significant improvement in relationship marketing. The purpose of this study is to bring deeper understanding and insight into the practice of relationship marketing and customer retention by banks in Ghana. For this study, 12 out of the 27 banks in Ghana were selected as the sample size. The research explains the role of relationship marketing in customer retention and also demonstrates how relationship marketing is applied and practiced by the banks in Ghana. A qualitative research approach was chosen and deductive research was conducted based on twelve case studies from both local and international banks. The following research questions guided the study: I. What are the major reasons for the adoption of relationship marketing in customer retention in the banking industry in Ghana? II. How is relationship marketing applied to retain customers in the banking industry in Ghana? III. How is relationship marketing practiced to increase loyalty and improve customer retention in the banking industry in Ghana? The findings of the study showed that indeed, all the banks have reasons for adopting relationship marketing in customer retention. The most popular reason for believing in the success of relationship marketing is customer retention. On practice, even though all the banks are similar in terms of their capacity, human behaviour influence relationship marketing and therefore brought differences in practices. The study found that banks apply relationship marketing in their customer retention efforts and all work towards retaining customers in order to make profit as it is more profitable to retain existing customers than to acquire new customers. As human behaviour is of great importance in relationship marketing activities of the banks, it was recommended among other things that banks staff training plan should be strengthened if they want success in their relationship marketing activities. / <p>Validerat; 20110901 (anonymous)</p>

為了加入世界貿易組織，台灣早已自80年代逐步進行金融自由化的工作：早在1983年政府就擴大存放款利差，1984年允許銀行根據其個別情況制定基本放款利率並放寬本國銀行設立分行的家數與條件。然而金融自由化最重大的里程碑則是在1989年7月財政部修訂銀行法，開放新銀行設立並解除利率管制，自此之後台灣才真正成為金融自由化的國家。 本研究針對1986年到2002年的本國銀行，採用資料包絡分析法計算效率值，旨在探討台灣銀行業在開放新銀行設立前後的效率與生產力變動情形。不同於其他研究僅以年度為基礎來計算相對效率值，本研究使用「大邊界」的觀念建構出單一效率邊界，更能顯示出在一致的比較基礎上效率變動的趨勢。本研究的主要結果如下： 1.銀行業全體與開放前既存之舊銀行，在開放前的效率值均顯著大於開放後。至於開放後新舊銀行效率的比較，新銀行的整體技術效率與規模效率較高，舊銀行則在純技術效率上領先新銀行，但檢定結果僅有規模效率一項為顯著。 2.金控子銀行的效率值較非金控子銀行為高，顯示金控公司會挑選表現好的銀行作為合作夥伴。 3.在生產力分析部分，舊銀行開放後的總生產力仍小於開放前，儘管舊銀行在開放後的各項經營效率變動較開放前高，但因技術的大幅衰退以致整體生產力仍呈現衰退現象。顯示舊銀行雖然在效率上有所改善，但對於營運上的創新仍太過保守。 4.在Tobit迴歸分析的部分，股東權益報酬率、資產規模、流動準備率和效率值的關係為正向；分行家數、可控制費用、催收款比率和效率值的關係則為負向。 關鍵詞：銀行業、效率分析、資料包絡分析法、解除管制 / In order to join World Trade Organization, Taiwan has been gradually liberating its banking industry since 1980s. In 1983 Taiwan augmented the interest difference between loans and savings in banking industry. In 1984 Taiwan allowed a bank to set its own basic interest rate of loans base on business difference and reduced the restriction of setting up the new branches. The biggest leap was in 1989, Taiwan passed the new banking law which deregulated the banking industry. The new law opened the market for the new entrants and abandoned the interest regulation. The purpose of this research is to examine the efficiency and productivity changes before and after deregulation of Taiwan’s banking industry. This research applies Data Envelopment Analysis (DEA) approach to measure efficiency scores. The data include most of the domestic banks in Taiwan from 1986 to 2002. Unlike other research use yearly basis to measure relative efficiency difference, this research constructs a single efficiency frontier, grand frontier, to measure the trends of efficiency changes. The major findings of this research as follows. 1. The statistical results of the full sample exhibit that the efficiency measures before deregulation are statistically significant greater than that of after deregulation. Although the new entrants exhibit higher efficiency scores in total technical efficiency and scale efficiency than incumbents after deregulation, however, only scale efficiency indicates statistically significant level. Incumbents exhibit a higher pure technical efficiency than the new entrants after deregulation. 2. Banks that joined the financial holding company exhibit higher efficient scores than those of do not join the financial holding company. 3. The total factor productivity denotes a regress after deregulation. The major factor of productivity regress is due to technology decrease. However, the efficiency change of incumbent banks exhibits a significant increase after deregulation. The finding suggests that although the incumbent banks have significant improvements in efficiency, they are still too conservative in innovations. 4. The Tobit regression suggests that return on equity (ROE), total assets, and current-reserve ratio have a positive effect on efficiency measures; however, the number of branches, controllable expenses, and bad debt ratio have a negative effect on efficiency measures. Keywords: Bank industry, Efficiency analysis, Data envelopment analysis, Deregulation

關於製造業其新產品的成功因素，國內外學者早已做過廣泛的研究，亦提出許多寶貴的結論與建議。反觀服務業創新成功因素這方面的研究，一直到1980年代後期，學者才開始對新型服務採用實證的方法來進行研究。而專門針對「服務業的創新成功因素」來探討的，則是一直到1991年才開始。 　　本論文主要探討在探討下列問題： 　　一、了解服務業業者如何衡量新型服務是否成功？其衡量的變數有那些？最主要的衡量指標又是什麼？ 　　二、經由文獻探討與個案訪談的結果，得知新型服務的成功關鍵因素為何？ 　　三、經由個案分析的結果，發展本研究之命題。 　　本研究係採用個案研究的方法，透過文獻整理與訪問四家銀行所得到的五個個案，歸納出的主要結論有： 　　一、衡量新型服務績效的方法中以「營業收入與市場佔有率的績效」最常為業者所使用，其次為「競爭性的績效」與「外溢效果」，至於「成本績效」的衡量，則較少為業者所使用。 　　二、「新型服務的開發過程」的各項活動的執行品質，對新型服務績效的影響甚鉅。因此，在推出新型服務時的業者應力求行銷、技術和上市的活動執行品質之提高。 　　三、「服務或專案的性質」這個構面來看，其主要的關鍵因素為服務的獨特性和優越性，其次為產品╱市場的配合。而在「服務的特性」這個構面中，只有服務的專業化是影響新型服務成功與否的關鍵因素。