The first aim of this research was to examine the current financial technologies, outreach and fmancial viability over time (from 1997 to 2002) of four MFOs providing agricultural, microbusiness and consumption credit in KwaZulu-Natal (KZN), South Africa (SA). Understanding the limitations and advantages of these financial technologies could facilitate institutional reform to improve access by low-income people to viable formal financial services in KZN. The second aim of this study was to estimate factors that affect the credit rationing decision and applicant loan default at the MFO providing consumption credit (MFOI), and the factors affecting default on medium-term agribusiness loans provided by MF02 which was one of the agricultural MFOs. These analyses were intended to help to improve client selection procedures and to reduce loan default rates at these MFOs. Study results show that institutions that finance specifically agricultural activities could improve the quality of their services by providing better access to branches and reducing loan approval times through improved screening and administrative procedures. Making financial services (consumption and production loans) available to both non-agricultural and agricultural sectors would also help to reduce portfolio risks resulting from the covariant incomes of small farmers. Savings mobilisation should also be considered, although institutions need to develop appropriate capacity to handle savings before mobilising deposits. The study shows too that the rural poor in SA have the capacity to save (for example, the average number of active savings accounts held by individuals at MF02 rose to 474 052 in 2002). Study results also suggest that the provision of both savings and loan services helps an institution to reduce borrower transaction costs in accessing financial services and means that savings can serve as a form of collateral and borrower information for lenders. Lenders need to charge interest rates that reflect the true cost of lending in order to cover costs, given that small loans to the rural poor in SA are risky and costly to administer. Charging a suitable interest rate, however, is not a sufficient condition for achieving financial self-sustainability. Reducing high arrears through stricter loan contract enforcement will also promote the financial self-sustainability of MFOs in SA. Moveable assets, such as vehicles and equipment, were not effective sources of collateral due to the high costs of attaching these assets in rural parts of KZN. Cessions on sugarcane crops were often constrained by flaws in collection mechanisms, where borrowers could deliver sugarcane to sugar mills on non-borrower quota numbers. Secure and transferable property rights were important preconditions if land was to have value as collateral. Collateral substitutes such as joint liability mechanisms were less effective when lending to large farmer groups (30 - 60 members) compared with small groups (4 - 6 individuals) of micro-entrepreneurs operating in urban areas in SA. Costly legal action to recover debts further undermined borrower accountability for loan repayment and thus did not discourage morally hazardous activities. Reputational capital was an integral part of the financial technology successfully used by MFO1, and could be more effectively developed by agricultural lenders in SA if they strictly enforce the policy of denying borrowers access to future funds if they default on previous loans. Based on data over the period 1998 to 1999, less contactable borrowers that were employed in sectors with a high likelihood of retrenchments, with higher debt-to-income ratios and with more defaults and payment profile arrears, were more likely to be credit-rationed by MFO1 staff. Applicant contactability was another key part of MF01's monitoring intensive financial technology, but constrains MFO1 from broadening its financial services to small businesses if these are not easily contactable. Credit bureau information on previous loan default was critical in this microfinance market where it is difficult to obtain formal collateral. The policy implication is that lenders need to share default information and credit bureaus need to correctly capture this information. Borrowers with higher debt commitments, previous loan defaults, who were less contactable and who worked in sectors where employment was less secure, were more likely to default at MFO1. Low-income borrowers had lower levels of liquidity that reduced their ability to repay debt. The influence of contactability in loan repayment highlights the trade-off between monitoring-intensive and collateral-intensive technologies. Although MFO1 used reputational capital as a collateral substitute, the imperfect nature of this collateral type necessitated intensive client monitoring. Lender MFO1 also needed a well-diversified portfolio across employment sectors to reduce the impact of systemic income risks. The impact of previous credit history on loan repayment suggests again that this information can be an effective collateral substitute if information is shared between lenders, and the rule of not granting credit to defaulters is strictly enforced. Based on data over the period 1993 to 1994, borrowers with smaller loans (lower asset bases and smaller businesses), lower own equity contributions, engaged in contract ploughing and cartage or broiler production ventures, with lower liquidity and with no previous borrowing experience, were more likely to default of MF02's medium-term agricultural loans. Larger borrowers had well-diversified asset bases that enabled them to better withstand negative income shocks and reduced the need to divert funds for loan repayment to current consumption. Improved liquidity generated from other sources of income (such as wage remittances and other business ventures) also improved loan repayment ability. Lenders thus need to focus on all sources of income, not just on the income generated by the investment project for which finance is provided, in assessing client repayment capacity. Ploughing contractors probably need closer monitoring to ensure that equipment is properly maintained and that sufficient income can be generated from the business to repay loans. These contractors could also be encouraged to diversify into contract transport activities that provide more regular income. Given the increased competition and periodic outbreak of disease in the chicken industry when the study was conducted, borrowers should be encouraged to diversify to reduce price risk. Increasing the owner's equity stake in the investment, while a second-best option, may be a suitable alternative where collateral is ineffective in enforcing loan contracts. Borrowers that had an established record with the lender tended to repay their loans, again highlighting the importance of reputation in a borrower-lender relationship. / Thesis (Ph.D.)-University of Natal, Pietermaritzburg, 2003.

Customer retention has been shown by academic researchers to be more profitable than customer acquisition. However, its implementation in the business environment has not been so successful. One of the reasons for this is that customer retention can be achieved in several ways (e.g.. loyalty programs, affinity cards and switching costs)and that the translation from the concept of “retaining customers” to the actions and strategies to retain them is not always easy. One of the most attractive strategies to ensure that customers remains within the organisation is through cross-selling and up-selling. In short, the objective is to increase the number (or the value) of the products that a customer buys from a company to make it more difficult for him/her to leave. Whilst academic research has deeply investigated the concepts of loyalty, retention programs and trust, amongst others, cross-selling has not received the same level of attention. Moreover, existing research on cross-selling has been focused on products rather than on services. Finally, this research has mostly been conceptual in nature, with limited attempts to model or design practical cross-selling and up-selling strategies. In order for cross selling and up-selling to be effective strategies, they need to be tailored to the needs of the customer. The offer must be adequate in terms of the target (who is going to buy the product), the content (what is going to be purchased) and a time (when is the right moment to offer the new product). This thesis investigates cross-selling and up-selling from a practical point of view in Nedbank It assesses the importance of the concepts of customer retention and cross-selling and up-selling through several interviews conducted within Nedbank. Finally, this research highlights, from an empirical analysis, how repurchase decision is highly influenced by the length of the relationship with the provider and the type of products already purchased. Understanding these factors is key to successfully retaining customers via cross selling. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2011.

Purpose – The purpose of this paper is to increase the knowledge about technology based services affection of the ability of retail banks to build customer based brand equity among students. Design/methodology/approach – A conceptual model has been developed from theories regarding customer based brand equity, switching barriers and choice criteria. Based on this conceptual model, seven in depth interviews including several brand elicitation techniques were conducted. Findings – The findings show that students perceive the target banks to be rather similar, especially regarding technologies. In addition, the students are satisfied with their bank, however; the technology based services have difficulties in creating true customer based brand equity. Behind this difficulties are the special character of financial service combined with the student role. Together, these results suggest that the banks need to do something besides the actual services in order to build customer based brand equity and keep the customers for a long term relationship. These strategies must be developed and implemented carefully in order to keep the current image of credibility. Research limitations/implications – The paper has not included comprehensive eliciting techniques and this must be taken into account when reflecting about unconscious brand associations.  Practical implications – The findings include good insights and advices that bank managers can use to create meaningful differentiations in the future and attract and keep students as customers for a long time.  Originality/value - The paper combines customer based brand equity with switching barriers, which give valuable insights to both banks and researchers. Moreover, the time period of the study related to the technological innovation provides the brand equity research in the financial sector with updated knowledge.

The Financial Services Modernization Act, also known as the Gramm-Leach-Bliley Act (GLBA), of 1999 has permitted U.S. bank holding companies (BHCs) to operate in non-banking activities that are financial in nature. This dissertation addresses the impact of this across-activity diversification within the U.S. financial services industry on the profitability and the risk-adjusted performance of bank holding companies. Using a variety of diversification measures, the study analyzes the relationship between corporate diversification and the financial performance of BHCs pre- and post-GLBA, from 1990 to 2011. The analysis of the profitability-diversification relationship provides evidence that the negative impact of revenue diversification on the profitability of banking firms that exists in the literature is mainly due to measurement and model specification issues. Failure to differentiate between interest-versus-noninterest and banking-versus-nonbanking types of revenue diversification has resulted in using measures of the first type of diversification to study the second, leading to inaccurate results. Moreover, introducing nonlinearity to the relationship between revenue diversification and profitability provides evidence that this relationship is negative only at relatively low levels of diversification but positive if the level of diversification is sufficiently high. Controlling for these measurement and model specification issues results in profitability premium, rather than discount, that is associated with higher levels of revenue diversification. The study also employs an event study methodology to measure how stock markets respond to mergers and acquisitions (M&As) in which BHCs acquire other banking and nonbanking financial targets. The cumulative abnormal returns (CARs) to acquirers and targets show that M&A that are either non-diversifying or diversifying within closely-related credit intermediation activities increase the value of merged firms. The effect of M&As that combine less-related financial activities on firm value is either negative or insignificant. This implies that market participants have better expectations of the future performance of less diversified firms in managing the risk-return trade-off. Comparing the average CARs of the pre- and post-GLBA eras supports this conclusion.

The aim of this study is to determine the extent to which the UN/OSCAL (United Nations Office of the Special Coordinator for Africa and the Least Development Countries) model of microfinance is being applied in the South African context, its scope for application and recommendations for implementation. The hypothesis is that, the better South African microfinance initiatives conform to the model, the more successful it will be in fulfilling the ultimate mission of microfinance which is to supply financial services to the poor by cutting the cost of outreach with beneficial effects on poverty..

Graduate work focused on the current situation on the consumer credit market. The aim was to map the current market and the experience of the provision of financial services, in particular in the non-banking sector. On the basis of the results of the research were analysed experience and problems of the consumers, and also views of the lenders.

This research empirically investigates Locke's (1997) model of work motivation by means of quantitative research. The OCQ consisting of three tiered questionnaires was constructed based on Locke's model. OCQ-Tierl deals with core components of Locke's model. OCQ-Tier2 determines which factors caused the incidence of dissatisfaction in OCQ-Tierl. OCQ-Tier3 enables the identification of corrective actions. The OCQ was administered to financial services employees. The results were analysed and Locke's model was tested by means of structural equation modelling using the AMOS graphics programme. The results indicated that the model, suggesting causal links between components within OCQ-Tierl, could not be confirmed. A better fit was found at OCQ-Tier2 and OCQ-Tier3. In testing the causal links across the three tiers per component, the models did not fit the data for "personal actualisation" and "goal achievement". Moderate confirmation of the models was found in the case of "goal setting" and "goal behaviour" across the three tiers after some adaptations were made to the models on the basis of "modification indices", suggested by AMOS. A reasonably good fit was found for the models across the three tiers for "quality of work life". The level of correlation between factors was high because of this, and in some cases some of the factors were merged. Modification indices in the statistical output suggested that improvement was possible if covariance between error terms in the model was allowed. This suggested possible systematic sources of covariance between items not accounted for by the factors in the models. As confirmed by the Cronbach Alpha coefficients within tiers and across tiers, the general level of internal consistency was very high. Possibly response set and response style were the cause of this. This made the testing of models difficult in the present study. So too was it difficult to draw a conclusion about the internal consistency reliability of the measurement of each component across the three tiers, because the high Cronbach coefficients may to some extent be due to the indiscriminate high correlations between items / D.Litt. et Phil. (Industrial Psychology)

Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2016. / The aim of this research is to identify and explore the factors affecting information security compliance of information security policies and regulations, in a financial services organisation. The organisation has to comply with information security regulations and legislations by righteousness of its operations in light of the fact that any wrong doing together with misuse of data, are continually expanding. Corporate embarrassments comes about due to rupture of security, results in expanded thoughtfulness regarding corporate consistency. Legislature and policies have been set up to counter information security issues. This legislature and policies are not adequately addressing the compliance issues that arise, but are needed within organisations. Compliance targets are not met due to inconsistent guidelines that turns out to be significant in diminishing the financial position, reputation and security of information. This research further aims to explore whether employees comply with laws and regulations regarding information in an organisation. This is done in order to confirm whether governance and human factors play any significant part in compliance. The research is an exploratory study and specifically analyses the governance function and which stakeholders influence its operations in information compliance. The research investigates certain questions on organisational culture and the human factor, do influence employee’s compliance to laws and regulations. The objectives of the research are to investigate which factors, and how such factors influence compliance of information security policies and compliance with the goal of designing an integrated framework to assist in counteracting these findings. The research is underpinned by the Neo-institutional theory, Agency Theory and Rational choice theory. The Denison organisational cultural model and a framework proposed by von Solms are used as lenses to interpret the data of the research.

Submitted by Andre Nunes Fernandes (nf.anfernandes@gmail.com) on 2018-07-16T20:53:48Z No. of bitstreams: 1 Dissertação_TA_AndreNFernandes_FGV_VF_16072018.pdf: 3458661 bytes, checksum: caf980aaf795fc2244f0c84a491ceaa1 (MD5) / Approved for entry into archive by Simone de Andrade Lopes Pires (simone.lopes@fgv.br) on 2018-07-16T23:55:46Z (GMT) No. of bitstreams: 1 Dissertação_TA_AndreNFernandes_FGV_VF_16072018.pdf: 3458661 bytes, checksum: caf980aaf795fc2244f0c84a491ceaa1 (MD5) / Approved for entry into archive by Suzane Guimarães (suzane.guimaraes@fgv.br) on 2018-07-17T13:02:23Z (GMT) No. of bitstreams: 1 Dissertação_TA_AndreNFernandes_FGV_VF_16072018.pdf: 3458661 bytes, checksum: caf980aaf795fc2244f0c84a491ceaa1 (MD5) / Made available in DSpace on 2018-07-17T13:02:23Z (GMT). No. of bitstreams: 1 Dissertação_TA_AndreNFernandes_FGV_VF_16072018.pdf: 3458661 bytes, checksum: caf980aaf795fc2244f0c84a491ceaa1 (MD5) Previous issue date: 2018-06-13 / O setor bancário brasileiro nos últimos vinte anos passou por um processo de mudanças profundas com uma onda de fusões, aquisições e a entrada de novas instituições estrangeiras. O Liability da Foreignness (LOF) postula que as empresas estrangeiras tendem a estar em desvantagem em relação às empresas locais advindas da distância espacial, desconhecimento do ambiente local, discriminação enfrentada por empresas estrangeiras e restrições do país de origem. A teoria também postula a existência de vantagens para empresas multinacionais oriundas do seu tamanho, abrangência internacional e capitalização. O mercado bancário tem sido palco de uma forte competição aonde alguns bancos estrangeiros de varejo recentemente optaram por deixar o pais por conta de estarem em desvantagem. Com esta pesquisa buscamos evidências que esse LOF pode se manifestar em instituições financeiras através de um conjunto de variáveis que impactam nos seus indicadores de performance medidos através do seu ROA e ROE. Para medir essa evidencia analisamos uma amostra de 114 instituições, 57 nacionais e 57 estrangeiras. Os resultados dos retornos médios (ROE e ROA) da estatística descritiva estão em linha com a teoria do LOF, porém o modelo de análise da regressão do conjunto de variáveis e suas interações propostas que explicam as diferenças de performance para o mercado londrino não se mostraram aderentes para o mercado brasileiro. Buscamos testar como tentativa uma hipótese adicional através da introdução de uma variável relacionando o tempo de atuação da instituição no Brasil e se esta poderia explicar as performances medidas dos indicadores de ROA e ROE e respectivo LOF, e que também não se mostrou aderente. / The Brazilian banking sector in the last twenty years underwent a process of profound changes with a wave of mergers, acquisitions and the entry of new foreign institutions. The Liability of Foreignness (LOF) argues that foreign firms tend to be at a disadvantage relative to local firms as a result of spatial distance, lack of knowledge of the local environment, discrimination faced by foreign firms and restrictions of the country of origin. The theory also postulates the existence of advantages for multinational companies stemming from their size, international reach and capitalization. The banking market has been the scene of a strong competition where some foreign retail banks have recently chosen to leave the country because they are at a disadvantage. Studies seek evidence that this LOF can manifest itself in financial institutions through a set of variables that impact on their performance indicators measured through their ROA and ROE. To measure this evidence, we analyzed a base comprised of 130 institutions, 57 national and 57 foreign. The results of the mean returns (ROE and ROA) of the descriptive statistics are in line with the LOF theory, but the regression analysis model of the set of variables and their proposed interactions that explain the performance differences for the London market did not show suitable for the Brazilian market. We sought to test an additional hypothesis by introducing a variable involving the institution's time in Brazil and whether this could explain the measured performances of the ROA and ROE indicators and their LOF, and that was not adherent either.

O objeto do presente trabalho é o diagnóstico do arcabouço regulatório pátrio destinado à prevenção de crises bancárias, quais sejam a regulação sistêmica e a regulação prudencial, e como as transformações ocorridas no sistema financeiro na segunda metade do século XX o afetam. A partir desse estudo, o trabalho pretende demonstrar que, embora a regulação sistêmica e a regulação prudencial no País tenham incorporado avanços notáveis nas últimas décadas, ainda há falhas significativas a serem corrigidas e desafios a serem enfrentados. Se por um lado o atual arcabouço regulatório é marcado por exigências e controles mais rigorosos que os encontrados em outros países, por outro lado, constam também inúmeros instrumentos de resgate a bancos sendo aplicados de forma desordenada, sem regras claras, com pouca ou nenhuma prestação de contas, e até mesmo desvirtuando o propósito original de alguns desses instrumentos. A presença de uma multiplicidade de mecanismos de resgate com tais características é uma preocupante fonte de risco moral no mercado. Outrossim, o exame das transformações ocorridas no Sistema Financeiro Nacional nas últimas décadas evidencia que as dificuldades enfrentadas por autoridades bancárias em outros países, como o fenômeno do grande demais para quebrar e o monitoramento do risco sistêmico em um contexto de conglomeração financeira, já são uma realidade no País, representando desafios para a regulação sistêmica e a regulação prudencial, e provocando a reflexão sobre as consequências desses movimentos no setor bancário nacional para o arcabouço regulatório vigente. Em conclusão, o trabalho pretende demonstrar que, apesar de seus inegáveis méritos, a exaltação ao arcabouço regulatório pátrio em face de seu desempenho considerado positivo na crise financeira recente deve ser vista com temperamentos, e que a atuação das autoridades bancárias nos próximos anos deve ser mais centrada na correção das falhas identificadas e reflexão sobre os desafios apresentados. / The study aims at evaluating the national regulatory framework designed to prevent banking crises (e.g. systemic and prudential regulation), and how the transformations that occurred in the financial services industry throughout the second half of the 20th century affect it. Based on this analysis, the study intends to demonstrate that, albeit the systemic and prudential regulation in Brazil have incorporated important developments over the last decades, there still are significant flaws that need to be fixed and challenges to be faced. If, on the one hand, the current regulatory framework is marked by demands and controls that are more rigorous than those adopted by other countries, on the other hand, the mechanisms designed to rescue distressed banks are being applied in an unorganized manner, without clear rules, little or no accountability, and even distorting the original purpose of some of these mechanisms. The presence of this variety of rescue mechanisms with such characteristics is a concerning source of moral hazard. Furthermore, the examination of the transformations in the financial system in recent history shows that the challenges faced by banking authorities in other countries, such as the too big to fail phenomenon and the complexity of monitoring systemic risk in the context of financial conglomerates, are also present in Brazil, creating challenges to the current regulatory framework, and claiming a reflection on the consequences of such transformations in the national financial services industry. In conclusion, the study aims at demonstrating that, despite its unquestionable merits, the exaltation to the Brazilian systemic and prudential regulation in light of the countrys performance in the recent financial crisis should be analyzed with caution, and that the role of the banking authorities over the next years should be focused in fixing the flaws identified in the analysis and reflection over the challenges discussed throughout the study.