Thesis (D.B.A.)--Boston University / PLEASE NOTE: Boston University Libraries did not receive an Authorization To Manage form for this thesis or dissertation. It is therefore not openly accessible, though it may be available by request. If you are the author or principal advisor of this work and would like to request open access for it, please contact us at open-help@bu.edu. Thank you. / This dissertation explores the design of delivery systems in a national probability sample of American retail banks. For the purposes of this study, the delivery system is defined as the aggregate of delivery channels through which a retail bank delivers its services. / 2999-01-01

Este estudo analisa a indústria de consórcio a partir da prestação desse serviço pelos bancos de varejo, buscando compreender as transformações mais relevantes que ocorreram a partir de então. Para tanto, analisa-se o produto consórcio: sua origem e evolução, seu funcionamento, sua particularidade como forma de aquisição de bens, seu atrativo. É feita também a comparação do consórcio com outras formas de aquisição. Como forma de justificar o interesse dos bancos de varejo em administrar e constituir grupos de consórcio fez-se uma revisão na história recente do Sistema Financeiro Nacional com destaque para a importância das receitas de prestação de serviços numa economia com preços estabilizados. Para a análise da indústria de consórcio buscou-se, com base na participação do mercado, em seus vários segmentos autorizados, explicação para as modificações e o comportamento do setor, a partir do ingresso dos bancos de varejo. / This study analyzes the industry of consortium since banks started retailing it. It tries to understand the most relevant transformations that have taken place since that day. In order to do so, the following aspects of the product consortium are analyzed: its origin and evolution, the way it works, its peculiarities as a way to acquire goods and its attractiveness. The consortium is also compared to other modes of good acquisition. In an attempt to justify the interest of retail banks in managing and assembling consortia, the recent history of the National Financial System of Brazil is reviewed. This review highlights the importance of the income which is a result of services offered in a stabilized price-economy. The changes in behavior and the modifications in the consortium industry caused by the joining of the retail banks in this business are analyzed on the base of the participation of these institutions in this particular industry.

Este estudo analisa a indústria de consórcio a partir da prestação desse serviço pelos bancos de varejo, buscando compreender as transformações mais relevantes que ocorreram a partir de então. Para tanto, analisa-se o produto consórcio: sua origem e evolução, seu funcionamento, sua particularidade como forma de aquisição de bens, seu atrativo. É feita também a comparação do consórcio com outras formas de aquisição. Como forma de justificar o interesse dos bancos de varejo em administrar e constituir grupos de consórcio fez-se uma revisão na história recente do Sistema Financeiro Nacional com destaque para a importância das receitas de prestação de serviços numa economia com preços estabilizados. Para a análise da indústria de consórcio buscou-se, com base na participação do mercado, em seus vários segmentos autorizados, explicação para as modificações e o comportamento do setor, a partir do ingresso dos bancos de varejo. / This study analyzes the industry of consortium since banks started retailing it. It tries to understand the most relevant transformations that have taken place since that day. In order to do so, the following aspects of the product consortium are analyzed: its origin and evolution, the way it works, its peculiarities as a way to acquire goods and its attractiveness. The consortium is also compared to other modes of good acquisition. In an attempt to justify the interest of retail banks in managing and assembling consortia, the recent history of the National Financial System of Brazil is reviewed. This review highlights the importance of the income which is a result of services offered in a stabilized price-economy. The changes in behavior and the modifications in the consortium industry caused by the joining of the retail banks in this business are analyzed on the base of the participation of these institutions in this particular industry.

Este estudo analisa a indústria de consórcio a partir da prestação desse serviço pelos bancos de varejo, buscando compreender as transformações mais relevantes que ocorreram a partir de então. Para tanto, analisa-se o produto consórcio: sua origem e evolução, seu funcionamento, sua particularidade como forma de aquisição de bens, seu atrativo. É feita também a comparação do consórcio com outras formas de aquisição. Como forma de justificar o interesse dos bancos de varejo em administrar e constituir grupos de consórcio fez-se uma revisão na história recente do Sistema Financeiro Nacional com destaque para a importância das receitas de prestação de serviços numa economia com preços estabilizados. Para a análise da indústria de consórcio buscou-se, com base na participação do mercado, em seus vários segmentos autorizados, explicação para as modificações e o comportamento do setor, a partir do ingresso dos bancos de varejo. / This study analyzes the industry of consortium since banks started retailing it. It tries to understand the most relevant transformations that have taken place since that day. In order to do so, the following aspects of the product consortium are analyzed: its origin and evolution, the way it works, its peculiarities as a way to acquire goods and its attractiveness. The consortium is also compared to other modes of good acquisition. In an attempt to justify the interest of retail banks in managing and assembling consortia, the recent history of the National Financial System of Brazil is reviewed. This review highlights the importance of the income which is a result of services offered in a stabilized price-economy. The changes in behavior and the modifications in the consortium industry caused by the joining of the retail banks in this business are analyzed on the base of the participation of these institutions in this particular industry.

Strategic planners in retail banks are increasingly challenged to improve productivity, ensure high service quality and reduce operations costs while implementing their e-service strategy. This work aims to assess the current e-service operations strategy in the bank sector in Jordan and develop a framework for formulating e-banking strategies using gap analysis. Limitation of resources is hindering the shift from the current situation of the bank sector to a point where both the customer and the bank perspectives are fully matched and the gap between them is zero. If the available resources of the bank sector are utilised properly, the bank sector can move to a position near to that point which is closer to the customer requirements than the current situation. This can be achieved by constructing a model for an e-bank, the ¿Composite bank¿, which represents the industry best practice. Its performance captures the capabilities, resources and competences of the bank sector. A representative sample of the bank¿s customers was interviewed to fulfil a fully structured questionnaire based on the extant literature. Targeted managers in the bank 3 sector were then interviewed and completed a fully structured questionnaire based on the customer questionnaire. Both questionnaires were pre-tested to assure validity and reliability. The data analysis method was based on gap-analysis technique. The gap model provides a tool to identify critical elements for successful implementation of operations strategy and suggests actions to deal with them. The gap analysis approach was proved to be useful in other settings, such as measuring service quality, but there is paucity of applications in e-service operations strategies. An assessment tool and ¿working sheet¿ were delivered to pave the way for the strategic planners to assess the current situation of the e-banking strategy and to focus on the attributes/services which need more development. This procedure can be generalised to be applied in other industries (in service or e-service contexts), and other countries, both developed and developing.

Strategic planners in retail banks are increasingly challenged to improve productivity, ensure high service quality and reduce operations costs while implementing their e-service strategy. This work aims to assess the current e-service operations strategy in the bank sector in Jordan and develop a framework for formulating e-banking strategies using gap analysis. Limitation of resources is hindering the shift from the current situation of the bank sector to a point where both the customer and the bank perspectives are fully matched and the gap between them is zero. If the available resources of the bank sector are utilised properly, the bank sector can move to a position near to that point which is closer to the customer requirements than the current situation. This can be achieved by constructing a model for an e-bank, the 'Composite bank', which represents the industry best practice. Its performance captures the capabilities, resources and competences of the bank sector. A representative sample of the bank's customers was interviewed to fulfil a fully structured questionnaire based on the extant literature. Targeted managers in the bank 3 sector were then interviewed and completed a fully structured questionnaire based on the customer questionnaire. Both questionnaires were pre-tested to assure validity and reliability. The data analysis method was based on gap-analysis technique. The gap model provides a tool to identify critical elements for successful implementation of operations strategy and suggests actions to deal with them. The gap analysis approach was proved to be useful in other settings, such as measuring service quality, but there is paucity of applications in e-service operations strategies. An assessment tool and 'working sheet' were delivered to pave the way for the strategic planners to assess the current situation of the e-banking strategy and to focus on the attributes/services which need more development. This procedure can be generalised to be applied in other industries (in service or e-service contexts), and other countries, both developed and developing.

Na visão contemporânea de empresas orientadas ao mercado, o consumidor é o principal elemento de uma empresa. Simultaneamente, o retorno financeiro das empresas de capital aberto é de fundamental importância, uma vez que investidores deixam de aplicar seus recursos caso o retorno obtido não seja o almejado. Dessa forma, a lógica binária de aumento da satisfação do cliente e paralelamente a busca da valorização das ações e outros índices de retorno financeiro são premissas-chave para os gestores das grandes corporações. Esse estudo traz uma discussão sobre os principais pontos análogos entre esses construtos. Foi feita uma pesquisa quantitativa e realizada, também, uma extensa revisão bibliográfica. A parte quantitativa foi feita mediante análise descritiva e foram aplicados questionários com os clientes das instituições selecionadas para medir a satisfação no ponto com os clientes. Foram utilizados também dados secundários para analisar o valor das ações dos bancos estudados e o índice de ROE. Os dados foram coletados a partir de sites dos próprios bancos e também dos sites BOVESPA e BACEN. Como principais resultados desta pesquisa pode-se destacar os principais construtos que levam à satisfação dos clientes bancários universitários, a saber: rapidez e confiabilidade, construtos esses que aparecem como resultados nos quatro bancos pesquisados. Os bancos que apresentaram maior índice de satisfação entre os clientes bancários universitários da amostra da pesquisa foram: Bradesco, Banco do Brasil, Santander e Itaú-Unibanco, respectivamente. Destaca-se, também, como contribuição desta pesquisa a identificação dos bancos de varejo com melhor desempenho financeiro no Brasil, quais sejam: banco Itaú-Unibanco, banco Bradesco, Banco do Brasil e banco Santander, respectivamente. Por fim, a pesquisa identificou que não existe uma relação entre os bancos de maior índice de satisfação e rentabilidade. / In contemporary vision of market-oriented companies, the consumer is the main element of a company. Simultaneously, the financial return of publicly traded companies is of fundamental importance, since investors stop applying its resources if the payoff is less than expected. Thus, the binary logic of increasing customer satisfaction and the parallel pursuit of share valuation and other financial rates of return are key premise for managers of large corporations. This study provides a discussion of the main similar points between these constructs. A quantitative study was conducted. It was also done an extensive literature review. The quantitative section was made through descriptive analysis and questionnaires were applied to customers of the institutions selected to measure satisfaction at the point with customers. There were also used secondary data to analyze the value of shares of the studied banks and ROE index. Data were collected from sites of the banks themselves and also at the Central Bank and BOVESPA sites. As the main results of this research, there can be said that are the main constructs that lead to satisfaction of university banking customers, named: speed and reliability. These results appear in all the four banks surveyed. Banks that had higher satisfaction rate among university banking customers of the survey sample were: Bradesco, Banco do Brasil , Santander and Itau-Unibanco, respectively. Finally, the survey identified that there is no relationship between banks with higher levels of satisfactions and profitability.

Abstract Background: Following the financial crisis in 2008, a debate concerning excessive compensation of CEOs in retail banks arose. Previous studies have examined the association between CEO compensation and different factors namely, firm performance, board characteristics and firm size. Although the literature regarding the impact of the financial crisis and government intervention on CEO compensation is still to be empirically explored.   Purpose: To examine if the determinants of CEO compensation in retail banks have changed following the 2008 financial crisis and to determine if government intervention of retail bank have influenced the CEO compensation.   Method:  To achieve the purpose, the thesis takes on a deductive, quantitative research approach through the use of a multiple linear regression model. The multiple regression implements previously established determinants of executive compensation (Randoy & Nielsen, 2002). The regressions use accounting- and non-financial data that is collected from annual reports published by a sample of eight retail banks listed on the Stockholm- and London Stock Exchange over 16 years between 2002-2017.   Conclusion: The thesis finds that the financial crisis had little impact on the determinants of the CEO compensation. Although, the thesis is able to conclude that the government intervention of the retail banks in Sweden and United Kingdom follow the expectations stated beforehand, since the result show that the compensation of the CEO is reduced in those banks affected by government intervention.

Na visão contemporânea de empresas orientadas ao mercado, o consumidor é o principal elemento de uma empresa. Simultaneamente, o retorno financeiro das empresas de capital aberto é de fundamental importância, uma vez que investidores deixam de aplicar seus recursos caso o retorno obtido não seja o almejado. Dessa forma, a lógica binária de aumento da satisfação do cliente e paralelamente a busca da valorização das ações e outros índices de retorno financeiro são premissas-chave para os gestores das grandes corporações. Esse estudo traz uma discussão sobre os principais pontos análogos entre esses construtos. Foi feita uma pesquisa quantitativa e realizada, também, uma extensa revisão bibliográfica. A parte quantitativa foi feita mediante análise descritiva e foram aplicados questionários com os clientes das instituições selecionadas para medir a satisfação no ponto com os clientes. Foram utilizados também dados secundários para analisar o valor das ações dos bancos estudados e o índice de ROE. Os dados foram coletados a partir de sites dos próprios bancos e também dos sites BOVESPA e BACEN. Como principais resultados desta pesquisa pode-se destacar os principais construtos que levam à satisfação dos clientes bancários universitários, a saber: rapidez e confiabilidade, construtos esses que aparecem como resultados nos quatro bancos pesquisados. Os bancos que apresentaram maior índice de satisfação entre os clientes bancários universitários da amostra da pesquisa foram: Bradesco, Banco do Brasil, Santander e Itaú-Unibanco, respectivamente. Destaca-se, também, como contribuição desta pesquisa a identificação dos bancos de varejo com melhor desempenho financeiro no Brasil, quais sejam: banco Itaú-Unibanco, banco Bradesco, Banco do Brasil e banco Santander, respectivamente. Por fim, a pesquisa identificou que não existe uma relação entre os bancos de maior índice de satisfação e rentabilidade. / In contemporary vision of market-oriented companies, the consumer is the main element of a company. Simultaneously, the financial return of publicly traded companies is of fundamental importance, since investors stop applying its resources if the payoff is less than expected. Thus, the binary logic of increasing customer satisfaction and the parallel pursuit of share valuation and other financial rates of return are key premise for managers of large corporations. This study provides a discussion of the main similar points between these constructs. A quantitative study was conducted. It was also done an extensive literature review. The quantitative section was made through descriptive analysis and questionnaires were applied to customers of the institutions selected to measure satisfaction at the point with customers. There were also used secondary data to analyze the value of shares of the studied banks and ROE index. Data were collected from sites of the banks themselves and also at the Central Bank and BOVESPA sites. As the main results of this research, there can be said that are the main constructs that lead to satisfaction of university banking customers, named: speed and reliability. These results appear in all the four banks surveyed. Banks that had higher satisfaction rate among university banking customers of the survey sample were: Bradesco, Banco do Brasil , Santander and Itau-Unibanco, respectively. Finally, the survey identified that there is no relationship between banks with higher levels of satisfactions and profitability.

Corporate entrepreneurship has different strategies as referred to by researchers. An entrepreneurial orientation is one of these strategies. In the overall corporate entrepreneurial process, entrepreneurial orientation is referred to as entrepreneurial intensity. Corporate entrepreneurship is a process where organisations think differently to overcome barriers to improve the performance of the organisation. Entrepreneurial orientation is a process of decision making to develop new innovative products, services or processes to intensify the organisation’s performance. The South African banking system is supported with a well-managed regulated framework and is favourable in the global environment. South Africa is the financial gateway to the rest of Africa and the environment is highly competitive. During the last twenty years the banking industry went through exciting changes and turmoil when refering to the financial of 2008 crisis. Retail banks need to think differently and small competitors are more prominent than ever before. The lower end of the market created fierce competition between the retail banks in South Africa. The reason for this study is to focus on entrepreneurial orientations from a customer’s perspective. Customer perspective is critical for the survival of an organisation and banks are no different. Based on the literature, entrepreneurial orientation is the level of intensity of corporate entrepreneurship visible in the organisation. The results obtained in the empirical study enabled recommendations that can provide retail banks with useful information from a customer’s perspective that can assist retail banks in general. Recommendations found in the study include; retail banks need to reinvest in their own systems to mine useful information to assist customers, be more open to autonomy approaches and redesign job descriptions, re-look calculated risk areas that will have no influence on credit processes, regulate innovations better and involve the customer and be more unique to create a better customer experience. / MBA (Master of Business Administration), North-West University, Potchefstroom Campus, 2015