The research attempts to determine how an effective loan officer training program should be designed and implemented in Texas Commerce Bank. A comprehensive program would prepare newly hired college graduates for positions as commercial lending officers as quickly, thoroughly, and effectively as possible. In order to accomplish this objective, three steps are necessary in the research. The first step is to determine the generally accepted principles of training and development. Application of these principles in a program certainly increases the likelihood of successful training results. The second step is to survey a sample of the banking industry to determine what approaches to this problem are currently in use by other banks. If successful procedures, techniques, or ideas are now working for banks similar to Texas Commerce, perhaps they can be adapted to work in this bank. The final step in designing the program is to tailor the gathered information for the specific needs of Texas Commerce. The purpose of this step is to assure that the principles of step one and the successful approaches from step two are realistically and specifically matched with the training needs at Texas Commerce Bank.

A Dissertation submitted to the Department of Psychology, University of the Witwatersrand, Johannesburg, in partial fulfilment of the requirements for the Degree of Master of Arts. / The current research report seeks to investigate the relationship between psychological type/cognitive style, and computer attitude components, namely computer anxiety. computer confidence, and computer liking, in a sample of full-time banking employees. Psychological type is assessed by means of the dichotomous preferences of extraversion-introversion (E-I), thinking-feeling (T-F) , and sensing-intuition (S-N), based on Jungian personality theory, and operationalised by the Myers Briggs Type Indicator. The T-F and S-N preferences, being mental processes 0'1 judging or perceiving, may also be interpreted as cognitive styles. Pertinent to the current investigation is the impact that certain demographic variables have on computer attitudes, in terms of their relationship with, and their ability to predict computer attitudes. Research results provide moderate support for the proposed hypotheses. No relationship was found between the extraversion-introversion preference and computer attitudes. People with a sensing preference exhibited more positive attitudes towards computers than people with an intuition preference, People with a thinking preference indicated less computer anxiety and more positive computer attitudes as a whole than their feeling counterparts. No relationship was found between the T- F preference and computer liking or confidence. Age and previous computer experience were found to have the strongest relationships with computer attitudes, suggesting that these two demographics could predict computer attitudes more effectively and conclusively than personality variables. No relationships were found for gender differences and computer attitudes, contrary to previous research. / Andrew Chakane 2018

This study was concerned with investigating the perceptions of the conditions of the physical work environment on the psychological and physical wellbeing of employees at Nedbank. This was an important study to carry out due to the fact that people are increasingly spending time indoors more especially in the offices in which they work. Thus it becomes important to investigate the effects that the physical work environment in which people work has on their psychological and physical wellbeing. The buildings investigated in this study were green buildings, as they were concerned with limiting the negative impact of the physical work environment on the wellbeing of employees and the environment. The sample utilised in this study consisted of three hundred and forty nine (n=349) participants of Nedbank from two recently refurbished buildings known as Phase II and Ridgeside, the sampling technique utilised in order to obtain this sample was purposive sampling. The statistical analysis which were utilised was the multiple regression analysis which was used in order to find out which building conditions influenced psychological and physical wellbeing, whilst a partial correlation analyses was performed to investigate the moderating effect of time spent in building. From these analyses it was found that perceptions of the conditions of the physical work environment had a greater influence on the physical wellbeing of employees. Perceptions of the conditions of the physical work environment were found to have a lesser influence on the psychological wellbeing of employees at Nedbank. Results also revealed that time spent in building was not a moderator of the relationships between the perceptions of the conditions of the physical work environment with psychological and physical wellbeing respectively.

by Li Sau Ying, Tam Yuk Lin, Anita. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1996. / Includes bibliographical references (leaves 78-79). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.iii / LIST OF APPENDICES --- p.v / ACKNOWLEDGMENTS --- p.vi / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Objectives --- p.2 / Assumptions --- p.2 / Methodology --- p.3 / Scope of Study --- p.4 / Current Situation --- p.4 / The Hongkong Bank / Standard Chartered Bank / Dah Sing Bank / Chapter II. --- LITERATURE REVIEW / Comparison of Management Culture and Education Between the PRC and Hong Kong --- p.12 / Focus / Socio-Economic Context / Ideological Influences / Mindset / Management Context / The Need for Gradual Integration --- p.18 / Principles for Training PRC Graduates --- p.19 / Needs-Based Training / Participation by PRC Graduates at Design Stage / Emphasis on Experience Sharing / Emphasis on Practice / Chapter III. --- THE TRAINING PLAN / Target Group for Training --- p.22 / Target Interviewees --- p.22 / Training Needs Analysis --- p.23 / Objectives --- p.23 / Sources of Information --- p.24 / Values of the Hong Kong Retail Banking Industry / Interview with the PRC Graduates working as Tellers or Clerks and their Line Managers in the Hong Kong Retail Banking Industry / Interview with PRC Graduates Studying MBA in Hong Kong / Annual Performance Appraisal of Existing PRC Graduates working as Tellers or Clerks / Job Descriptions of Supervisor of the Hong Kong Retail Banking Industry / Training Needs Identified --- p.31 / Stage I / Culture / Working Style / Customer Service / Technical Knowledge / Stage II / Technical Skills / """Soft"" Skills" / Training Methods Identified --- p.33 / Training Objectives --- p.33 / Structure of the Training Program --- p.33 / Training Method --- p.37 / Expected Results --- p.38 / Evaluation --- p.40 / Criteria / Frequency / Assessor and Format / Chapter IV. --- CONCLUSION --- p.43 / APPENDICES --- p.45 / BIBLIOGRAPHY --- p.78

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The main objectives of this study are to demonstrate the significance of customer service quality in the banking sector of Cyprus in order to enable managers in banking organisations to identify the determinants of customer perceptions of service quality and ultimately to provide a method to measure the levels of service quality offered. Therefore, the objectives of this thesis are: • To evaluate the SERVQUAL model and assess whether it can be applied in the context of the Cypriot banking industry, and consequently establish a reliable and valid service quality measurement instrument for Cypriot banks, and • To identify the level of service from banks in Cyprus and detect ways to improve the service quality offered. This study evaluates SERVQUAL dimensions, and more specifically the perceptions side of the instrument, and modifies it through an extensive and in-depth analysis of the literature review published on the topic of service quality and through interviews with bank experts and quality specialists so as to assess its applicability to the banking industry in Cyprus. As a result of this analysis, a modified version of the perceptions’ side of SERVQUAL was constructed as a measurement scale of service quality in the banking sector of Cyprus. Data were collected through customer surveys conducted outside bank branches. Subsequently, the collected data were analysed through tools such as factor analysis, multiple regression analysis, and internal consistency measurement. This analysis helped to prove the validity and reliability of the modified instrument used to measure service quality and revealed the dimensional structure of the service quality construct in the Cypriot banking sector. The major findings of this study suggest a four-dimensional construct derived from 23 items in the questionnaire. These dimensions are employee proficiency, convenience, professionalism and assurance. All four factors are positive and significant predictors of service quality. This result is different from the SERVQUAL and the SERVPERF models as both indicate five dimensions composed of 22 items. The reliability and validity of the scale(s) in this study were fully supported. These results lead to several implications for both researchers and practitioners. For theorists, the results of this study can be used as foundations for further studies, for questionnaire scale development, to further support the use of a single scale and to raise the issue of the non-existence of the ‘tangibles’ dimension, which is not fully discussed in the literature and should be tested in future studies as well. For managers and practitioners this study offers much support for the importance of employees and for a continuous investment in service quality programmes. It also suggests incorporating service quality measurement into branch performance measurement. Finally, the results obtained in this study pose significant challenges to managers and support the idea that practitioners should have a comprehensive view of service quality in banking organizations to accurately measure customer perceptions of service quality.

M. Tech. Business Administration / In many developing countries, including South Africa, the banking sector is highly concentrated resulting in intense competition among the big four banks in South Africa (e.g. Standard Bank, Nedbank, First National Bank and Absa, and one emerging bank Capitec). In favourable economic conditions, the banking sector plays an essential role in the economic growth of the country. However, the global financial crisis of late 2007 changed the outlook for an already slowing economy, and South Africa was not immune to the impact of the global financial crisis-induced economic slowdown. The banks have been faced with increasing competition and rising costs as a result of regulatory, financial and technological innovation, entry of the foreign banks in the retail banking environment, local competitors who are introducing new and innovative product offering and the challenges of the recent financial crisis. These changes have had a dramatic impact on the performance in sales for commercial banks. Retail banking offers a comprehensive suite of products (e.g. Home Loans, Vehicle Finance, Sales and Investments and Cheques) to customers. It also provides these products through extensive branch networks. Over a period of six months, certain branches of Absa Bank have not been able to meet set targets in sales of the banking products and have caused under-performance in sales for the relevant branches. There are 47 branches in the Gauteng East Region and, among these, six branches were randomly selected under-performing branches in terms of sales targets. This research aims to determine the causes behind under-performance in these East Gauteng branches, as such information would provide management with useful information. The aim of the study is to tests the influence of employee satisfaction, service quality, and customer satisfaction on sales performance, i.e., how these variables impact on sales performance at the branch level.

English plays a significant role in Panama as a language of commerce. It is the language most widely used in the banking business. And opportunities for advancement are far more common in banks than in other businesses. A good program in this field is necessary to meet the needs of bank employees in the financial world. The program will be primarily oral since bank work covers a great many different kinds of tasks. The program for Panamanian bank employees examines English-speaking bank employees' main needs for communication skills.

Research on the labor impact of privatization usually equates the process to other types of restructuring processes, such as downsizing, mergers or acquisitions. It is argued that not unlike other restructuring processes, privatization is likely to generate organizational changes that may lead to major alterations in employment quality. Few studies, however, have investigated the labor effects of privatization and other restructuring processes in a comparative manner, especially in developing countries. The overall purpose of this dissertation is to contribute to the understanding of the labor consequences of privatization in developing countries. This objective is undertaken through an exploration of the association between privatization and other restructuring processes occurring within the Brazilian banking industry and changes in employment quality, i.e., fluctuations in wages, non-wage benefits and job security. The most basic premise guiding this study's comparative framework is that the process of privatization is likely to affect labor in unique ways, that is, generating employment quality changes unlike those occurring at other sectors undergoing alternative restructuring processes. / The sample consists of 476 respondents: employees (survivors) and ex-employees (retrenched) of public, privatized and private banks. Data were collected in 1998 by using a method of triangulation, i.e., surveys and in-depth semi-structured interviews. The principal results for this study confirm that changes in employment quality are more significant for workers associated with the privatized sector when compared to workers affiliated with other sectors of the Brazilian banking industry. Both quantitative and qualitative data for this study suggest that significant transformations in employment quality occurred as a result of privatization. It is further argued that the decline in employment quality after privatization can be conversely understood as a negative commitment on the part of Brazilian employers. This lack of commitment can be ultimately associated with a new developmental model with a particular type of economic orientation and specific form of labor organization based on flexibility.

Assignment (MPhil)--University of Stellenbosch, 2007. / Master of Philosopy (HIV/AIDS Management) Bibliography. Also available via the Internet.