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 thesis is focused on analyzing the process of an online request for a consumer loan. It targets its weak points and creates a set of recommendations that should lead to more user - friendly environment. In the theoretical part, the thesis covers issues of consumer loans and explains topics from user testing and usability. It also describes methodology of the research. The practical part of this thesis is centered around a general simulation model, which was created based on the previous analysis. With this model and using selected methods the thesis identifies critical points common to most tested participants. Based on the results of the user testing, recommendations are made to resolve these issues. The general model was modified according to the validity of these recommendations and then subjected to re-testing. This thesis is unique for the use of an eye-tracking camera among other methods.

Submitted by Fabielle Cheuczuk (fabielle.cheuczuk@unioeste.br) on 2018-06-15T13:44:02Z No. of bitstreams: 2 DISSERTAÇÃO ANDRESSA PDF.pdf: 1224997 bytes, checksum: 797d1a8c4314c8901596836856333467 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) / Made available in DSpace on 2018-06-15T13:44:02Z (GMT). No. of bitstreams: 2 DISSERTAÇÃO ANDRESSA PDF.pdf: 1224997 bytes, checksum: 797d1a8c4314c8901596836856333467 (MD5) license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Previous issue date: 2018-02-20 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES / The sustainability topic has been much discussed, and the perception of the strategic position of the banking institutions for the sustainable development, has made that these organizations worried about the social and environmental aspects, besides the economic ones. Several initiatives were created in the financial sector focused on sustainability, and an important step was the creation of the Corporate Sustainability Index (ISE) by São Paulo Stock Exchange at 2005, whose objective is to be a theoretical portfolio of assets of companies with practices sustainable development, becoming a reference measure. The ISE is based on the concept of Triple Botton Line, that is, the economic, social, environmental, and other pillars that were introduced in the methodology of the index. Financial reports and the one with the most possibility of comparisons represent the economic pillar because it is mandatory disclosure. Since the creation of the index, banking institutions have actively participated in portfolio composition, showing that in addition to acting as drivers of change for sustainable development, they are concerned with adhering to sustainable practices. The objective of this study was to verify if the banking institutions participating in ISE have a higher economicfinancial performance than non-participants. In order to meet this objective, were verified the banks listed in Bm&fBovespa and, subsequently, the Corporate Sustainability Index (ISE) portfolios in the period from 2012 to 2016, to identify the participating banks in each of the periods. The sample consisted of 4 participating banks of ISE and 16 non-participating banks, totaling 20 banks analyzed for a period of 5 years, considering the years 2012 to 2016. Were calculated a total of 18 annual economic and financial indicators, which were submitted to technical Multivariate statistical analysis of Factorial Analysis aiming to identify the indicators with greater impact to carry out the performance analysis. The “Return on Invested Capital” Factor, and Participation of Loans and Profitability of Assets, which can be replaced by the Total Returned Capital Profitability Factor, identified five important indicators for the analysis of the performance of the sample banks: Financial Independence, Return on Total Investment and Net Margin that can be replaced. The original variables, which are the indicators, as well as the factors by which these indicators can be replaced, were tested using a non-parametric hypothesis test, the Mann-Whitney test, to verify which of the groups of sample had superior economic-financial performance. In conclusion, the ISE participating banks have a higher economic-financial performance than non-participants, because present higher return of total investment, highest net margin, highest net income, and highest financial independence than the institutions non-participants, indicating that about economic pillar, the participating banks of ISE have highest rating. / O tema da sustentabilidade tem sido muito discutido, e a percepção da posição estratégica das instituições bancárias para o desenvolvimento sustentável, fez com que essas organizações passassem a se preocupar com os aspectos sociais e ambientais, além dos econômicos. Diversas iniciativas foram criadas no setor financeiro voltadas à sustentabilidade, e um importante passo foi a criação do Índice de Sustentabilidade Empresarial pela Bolsa de Valores de São Paulo no ano de 2005, cujo objetivo é o de ser uma carteira teórica de ativos de empresas com práticas sustentáveis reconhecidas, tornando-se uma medida de referência. O ISE é baseado no conceito de Triple Botton Line, ou seja, nos pilares econômico, social, ambiental, além de outros que foram introduzidos na metodologia do índice. O pilar econômico é representado pelos relatórios financeiros e aquele com mais possibilidade de comparações por ser de divulgação obrigatória. Desde a criação do índice, as instituições bancárias têm participado ativamente da composição das carteiras, mostrando que além de atuarem como indutoras de mudanças para o desenvolvimento sustentável, preocupam-se em aderir às práticas sustentáveis. O objetivo desse estudo foi verificar se as instituições bancárias participantes do ISE possuem um desempenho econômico-financeiro superior às não participantes. Para atender tal objetivo, inicialmente, foram verificados os bancos listados na Bm&fBovespa, e posteriormente, as carteiras do Índice de Sustentabilidade Empresarial (ISE) no período de 2012 a 2016, para identificar os bancos participantes em cada um dos períodos. A amostra foi composta por 4 bancos participantes do ISE e 16 bancos não participantes, totalizando 20 bancos analisados, por um período de 5 anos, considerando os anos de 2012 a 2016. Foram calculados 18 indicadores econômico-financeiros anuais, que foram submetidos à técnica estatística multivariada de Análise Fatorial visando identificar os indicadores com maior impacto para realizar a análise de desempenho. Foram identificados 5 indicadores relevantes para a análise do desempenho dos bancos da amostra, sendo: Independência Financeira, Retorno do Investimento Total e Margem Líquida que podem ser substituídos pelo Fator “Retorno sobre o Capital Investido”, e Participação dos Empréstimos e Lucratividade dos Ativos, que podem ser substituídos pelo Fator “Lucratividade do Capital Total Investido”. As variáveis originais, que são os indicadores, bem como, os fatores pelos quais esses indicadores podem ser substituídos, foram submetidos a um teste de hipóteses não paramétrico, o Teste de Mann-Whitney, para verificar qual dos grupos de bancos da amostra possuía desempenho econômico-financeiro superior. Concluiu-se que os bancos participantes do ISE possuem um desempenho econômico-financeiro superior aos não participantes, pois apresentaram maior retorno do investimento total, maior margem líquida, maior lucro líquido, e maior independência financeira do que as instituições não participantes, indicando que quanto ao pilar econômico, os bancos participantes do ISE têm resultados mais positivos.

The project analyzes current legislation on usury in the Czech Republic and the financial literacy of the adult population. On 1 Dec. 2016, an amended Act on Consumer Loans entered into force and this project examines it. The project compares Czech legislation on usury with selected European Union countries. Czech legislation is similar with German and Portugal legislation, especially in terms of civil law. The most effective legislation can be considered in Spain, which explicitly stipulates allowed interest rate limits. Based on that, Czech legislation on usury should be adjusted. The research results show a correlation between respondents' highest-achieved level of education and their financial literacy levels. The research also finds that the number of court distraints (property seizures) and the willingness to borrow money is lower among respondents with university-level education than for respondents with secondary and basic school education. When comparing our findings with research by STEM/MARK dating from 2010, it is clear that the financial literacy of the adult population in the Czech Republic has not changed significantly since that time.

MCom / Department of Accountancy / The Corporate Social Responsibility (CSR) concept emerged in the 1960s as an attempt to link businesses with their surrounding society and environment. Over recent years, CSR has been recognized as one of the significant concepts that are prioritized in both academic and professional practices, and this concept has also aided companies to achieve sustainable competitive advantages within their respective industries. This study is aimed at evaluating the nature and level of CSR disclosure in the South African banking institutions in comparison to Nigerian and United Kingdom banking institutions. Secondly, it aims to investigate the determinants of CSR disclosure of the South African, United Kingdom and Nigerian banking institutions. The study used data collected from the integrated reports of South African, Nigerian and the United Kingdom listed banks during the period from 2010 until 2018. In line with the Branco and Rodrigues’ (2006 and 2008) disclosure index, the study used 23 items of CSR disclosure to conduct the content analysis of the bank’s integrated reports to evaluate the nature and level of CSR disclosure. The study also made use of the regression analysis to identify the determinants of CSR disclosure used by South African, United Kingdom and Nigerian banks. The data collected for the regression analysis was split into three panels, namely, South African banks, Nigerian banks and the full sample. To identify these determinants, the study utilized STATA 15 and the fixed effects and random effects estimators to fit the regression models. The results of the content analysis show that South African and the United Kingdom banks mainly focused on the disclosure of CSR information relating to Human Resources while the Nigerian banks mainly focuses on the disclosure of CSR information relating to Product and Customers. The study also found that the overall level of CSR disclosure between the three countries does not differ significantly. With regard to the determinants of CSR disclosure, the banks’ leverage and the number of board members appear to be the main factors that have either a positive or negative impact, on the CSR disclosure in the South African banks. For Nigerian banks, the age of the banks is the only factor that appears to have an impact on the disclosure of CSR information. Furthermore, this study also found that the age of the bank is the main factor that has a positive impact on the disclosure of CSR information of the full sample (combined South African and Nigerian banks sample). Other factors including, bank size, return on equity, and ownership concentration were found to have no significant impact on the disclosure of CSR information of either South African or Nigerian banks. The study is subjected to the limitations of using manual content analysis and the use of integrated reports as the only source of data collected for the study. This study contributes to the limited literature on CSR disclosure within financial institutions. / NRF

In this thesis, the reader is familiar with th problems of consumer loans connected with insolvency petition. The thesis contains several chapters and subchapters are dedicated to consumer loans.On the basis of literature and website decribes the development and history of banking, it is defined by consumer credit and its classification and the outline th most important laws. The main goal of this thesis is the analysis of consumer credit, and their effect on the number of insolvency petitions. Practical part is dedicated to free analyzes general analysis of banking and non-banking institutions providing consumer loans and a third analysis focuses on the profile of individual borrowers. Finally, the work is a comparison and evaluation of surveyed data.

Submitted by William Justo Figueiro (williamjf) on 2015-06-29T19:32:06Z No. of bitstreams: 1 50.pdf: 1328989 bytes, checksum: 477ba7360a992fdc753f2060504c3d16 (MD5) / Made available in DSpace on 2015-06-29T19:32:06Z (GMT). No. of bitstreams: 1 50.pdf: 1328989 bytes, checksum: 477ba7360a992fdc753f2060504c3d16 (MD5) Previous issue date: 2015-06-25 / Nenhuma / Esta dissertação busca analisar se as Aquisições ocorridas nos quatro maiores bancos atuantes no mercado brasileiro: Banco do Brasil, Banco Bradesco, Banco Itaú e o Banco Santander realizadas no período de 2002 a 2011 proporcionaram retornos anormais positivos para os acionistas das empresas adquirentes. Faz isso tendo em vista que as Aquisições são processos considerados cada vez mais presentes no cenário econômico mundial. Diante à volatilidade do cenário internacional, o baixo crescimento de alguns mercados e a maior integração econômica e financeira, as aquisições ganharam destaque. Nesse contexto, o objetivo desta pesquisa é analisar se as Aquisições realizadas pelos quatro maiores bancos atuantes no Brasil no período de janeiro de 2002 a dezembro de 2011 proporcionaram retornos anormais positivos para seus acionistas, consequentemente resultando na criação de valor aos acionistas das empresas adquirentes. Foi realizado um Estudo de Eventos, no qual se utilizou um modelo de mercado (regressão linear simples paramétrica) para cálculo dos retornos esperados e o Teste de Sinais (não-paramétrico) para verificar a significância dos retornos anormais. Os testes foram aplicados em 20 aquisições e revelaram que os retornos anormais positivos foram significativamente superiores aos retornos anormais negativos, indicando que as aquisições proporcionaram retornos anormais, consequentemente resultando na criação de valor aos acionistas das empresas adquirentes.Constatou-se indício da ocorrência de vazamento de informação devido ao conhecimento antecipado do fato relevante dos processos de Aquisição. O retorno médio anormal analisado individualmente por instituições bancárias percebeu-se que as instituições de controle privado nacional têm menor potencial de geração de riqueza nas operações de aquisições. A instituição de controle estrangeiro indicou que a operação de Aquisição é uma oportunidade para se fortalecer no mercado brasileiro. Nos banco privados nacionais, identificou maior ocorrência de movimentos especulativos em torno à operação de aquisição. O Banco do Brasil, instituição de controle estatal também demonstrou oportunidades oferecidas pela aquisição e não identificou ocorrência de movimentos especulativos em torno à operação de aquisição. Identificou-se o resultado em curto prazo de até 180 dias após o anúncio do evento de Aquisição que os retornos anormais são duradouros. Por último, os resultados obtidos através da metodologia aqui apresentada mostram que as ações tiveram retornos anormais significativamente positivos, ou seja, que os processos de aquisições, além de proporcionar retornos anormais positivos para os acionistas, deve-se considerar outros benefícios e elementos gerados no processo de aquisição como um todo. / This thesis aims to analyse whether the Acquisitions occurred in the four largest banks in the Brazilian market: Banco do Brazil, Banco Bradesco, Banco Itaú and Banco Santander carried out between 2002 to 2011 yielded positive abnormal returns to shareholders of acquiring companies. Does this in view that the Acquisition are processes considered increasingly present in the global economy. Faced the volatility of the internacional scene, the low growth in some markets and greater context, the objetive of this research is to analyze whether the Acquisitions carried out by the four largest banks operating in Brazil from January 2002 do December 2011 Yielded positive abnormal returns for their shareholders. consequently resulting in the creation of value for shareholders of the acquiring companies. It was performed a study of events in which we used a market model (parametric linear assess the signicance of the abnormal returns. The tests were applied in 20 acquisitions and revealed that the positive abnormal returns were significantly higher than the negative abnormal returns, indicating that acquisitions yielded abnormal returns, consequently resulting in the creation of value for shareholders of the acquiring companies. It found evidence of the occurrence of information leakage due abnormal returns examined individually banking intituitions realized that the instituitions of local private control have less potential for generating wealth in acquisition operations. The establishment of foreign control indicated that the acquisition operation is an opportunity to strengthen the Brazilian market. In private nacional banks identified higher incidence of speculation surrounding the acquisition transaction. The Bank of Brazil, the instituition of state control also demonstrated opportunities for the acquisition and did not identify the occurrence of speculative moves surrounding the acquisition operation. Identified the result in a short period of 180 days after the acquisition event announcement that the abnormal returns are long lasting. Finnaly, the results obtained using the methodology presented here shows that stocks had significantly positive abnormal returns, in other words, that the acquisitions processes in addition to providing positive abnormal returns for shareholders, one must consider other benefits and elements generated in acquisitions process as whole.

The purpose of this thesis is to provide advice to potential applicants for consumer credit on how to navigate in a wide range of loans on the financial market. A potential candidate for a loan was identified as well as an appropriate methodology to be used for comparison of non-purpose loans and then I analyzed the offers of five selected institutions (3 banking and 2 non-banking). The next purpose of this thesis was to design qualifying questionnaire survey focused on consumer loans and confirm the hypothesis that there is no difference between the candidates with lower or higher income with which institutions they apply for a credit.

This diploma thesis deals with financial issues of immovable property acquision. Specifically, the residential property purchase using mortgage. In this context, the suitability of the collateral is being assessed on the basis of a risk assessment. Subsequently, I determine the collateral value of the property using the comparative valuation method. The practical part includes financial records of six banks and an analysis of a selected segment of the residential real estate market. The theoretical part deals with immovable property valuation, the definition of entities in the real estate market and mortgage mechanism. The main output of the practical part is offered mortgage loans comparison and selection the most favourable of them.

Theme of master's thesis: Analysis of data on communications with customers and development of a project for improving the CRM-system of the bank. The master's thesis is executed on 118 pages, contains 18 pictures, 8 tables, 70 sources used. Object of the research: information system of "Sberbank". The subject of the research: information support for the management of the process of relationships with customers on the example of "Sberbank". Objective: Development of the project of improving the bank's CRM-system to attract new customers based on an analysis of the data communications with clients. The following tasks were set: to consider aspects of the application of CRM-systems; make a complete model of the organization; conduct an analysis of the practice of relationships with customers in "Sberbank"; to study the existing CRM-system; form requirements for the selection of CRM-systems; propose a project for implementing a module in the system to solve the task of developing CRM in the Bank; to estimate economic efficiency. The obtained results and their novelty: analysis and improvement of the CRM-system has specific goals, the result of which is the receipt of competitive advantages by the bank. / Тема магистерской диссертации: Анализ данных о коммуникациях с клиентами и разработка проекта совершенствования CRM-системы банка. Магистерская диссертация выполнена на 118 страницах, содержит 18 рисунков, 8 таблиц, 70 использованных источников. Объект исследования: информационная система ПАО «Сбербанк России». Предмет исследования: информационное обеспечение управлением процесса взаимоотношений с клиентами на примере ПАО «Сбербанк России». Цель работы: разработка проекта совершенствования CRM-системы банка для привлечения новых клиентов на основе анализа данных о коммуникациях с клиентами. Поставлены следующие задачи: рассмотреть аспекты применения CRM-систем; составить полную модель организации; провести анализ практики взаимоотношений с клиентами в ПАО «Сбербанк»; изучить существующую CRM-систему; сформировать требования к выбору CRM-систем; предложить проект внедрения модуля в системе для решения задачи развития CRM в Банке; оценить экономическую эффективность. Полученные результаты и их новизна: анализ и совершенствование СRM-системы имеет конкретные цели, результатом достижения которых является получение банком конкурентных преимуществ.