by Cheung Kam-mui, Polina. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1995. / Includes bibliographical references (leaves 78-81). / ABSTRACT --- p.iii / ACKNOWLEDGEMENTS --- p.v / TABLE OF CONTENTS --- p.vi / Chapter / Chapter I. --- INTRODUCTION --- p.1 / The Emergence of Private Banking --- p.1 / Objectives and Scope of Study --- p.3 / Chapter II. --- INDUSTRY SYNOPSIS --- p.7 / History --- p.7 / Present Development --- p.8 / Chapter III. --- THE FRAMEWORK OF PRIVATE BANKING --- p.13 / Framework Description --- p.13 / Customer Profile --- p.14 / Marketing Strategies --- p.19 / Private Banker Profile --- p.26 / Physical Environment --- p.31 / Product Profile --- p.33 / Invisible Part - Internal Organisational Structure --- p.39 / Chapter IV. --- MACROENVIRONMENT ANALYSIS --- p.41 / Competition Profile --- p.41 / Legal Environment Profile --- p.50 / Chapter V. --- POTENTIAL THREATS --- p.55 / The 1997's Issues --- p.55 / Internal Factors --- p.57 / Chapter VI. --- FUTURE TRENDS --- p.60 / Merging with Trustee Services --- p.60 / Customer Diversification - Active Investor Market --- p.61 / Control through Information System --- p.63 / Chapter VII. --- RECOMMENDATIONS --- p.65 / Personnel --- p.65 / Cross-selling Performance Evaluation System --- p.66 / "Bank Policy, Authorities and Flexibilities" --- p.68 / Marketing and Product Development --- p.70 / APPENDIX --- p.74 / REFERENCE --- p.76 / BIBLIOGRAPHY --- p.78

The 1997-98 Asia financial crisis provides a natural experiment to examine how firms adapt their strategic choices to the changing business environment. In this study, I investigate the evolution of the board and asset structure of the 83 surviving commercial banks in Hong Kong, Indonesia, Korea, Malaysia, the Philippines, Singapore and Thailand around the financial crisis. I find that after the crisis (1) the board practice has been significantly improved. In particular, the percentage of independent directors increased and more banks had the board duality and the chairman/CEO with professional backgrounds and fewer banks had politically-connected chairman/CEO; (2) the asset structure tended to be more liquid and diversified. The commercial and industrial loan reduced and the liquid asset and the consumer loan ratio substantially increased. These results suggest that the Asian banks strived to adapt their board and asset structure to the dynamic regulatory and market environment in the post-crisis period. I also find that the locally controlled banks and the banks in the sample economies with more aggressive market opening policy tended to have more significant changes of board and asset structure in the post-crisis period. / This study sheds light on how firms adapt their strategic choices to the changing business environment by examining the adaptation of the board and asset structures of the Asian commercial banks around the financial crisis. My research results also indicate that the new corporate governance of Asian banks shows convergence towards the Anglo-American model and the adoption of more Western board practices can help improving bank transparency and performance. These findings provide some insights for the Asian regulators in the policy formulations in the future. / To examine whether board and asset structure are related to bank transparency, the results show that bank's transparency is positively related to board independence. However, I do not find strong support that bank transparency is related to its asset structure. For the relations between board and asset structure and performance, I find that bank profitability and interest spreads are positively related to the board size and non-political connection of board. Also, the results indicate that the liquid asset, security-to-total assets and consumer lending ratios are positively associated with bank profitability, interest margin and market-to-book ratio and negatively associated with non-performing loan ratios. The overall evidence suggests that the adaptability to dynamic business environment is critical to the Asian bank's performance. / Fung, Lai Kin Sammy. / "March 2008." / Adviser: Joseph P. H. Fan. / Source: Dissertation Abstracts International, Volume: 70-03, Section: A, page: 0928. / Thesis (Ph.D.)--Chinese University of Hong Kong, 2008. / Includes bibliographical references (p. 73-77). / Electronic reproduction. Hong Kong : Chinese University of Hong Kong, [2012] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Electronic reproduction. [Ann Arbor, MI] : ProQuest Information and Learning, [200-] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Abstracts in English and Chinese. / School code: 1307.

by Hui See-mun Alice. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1994. / Includes bibliographical references (leaves 51-53). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.ii / LIST OF ILLUSTRATIONS --- p.iii / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- METHODOLOGY --- p.3 / Chapter III. --- TOTAL QUALITY MANAGEMENT - AN OVERVIEW --- p.5 / Importance of Quality to banks --- p.5 / History of TQM --- p.7 / Definitions on Quality.......: --- p.9 / Definitions of Total Quality Management --- p.10 / Critical factors for a successful TQM program --- p.14 / Chapter IV. --- TQM IN CHASE MANHATTAN BANK --- p.18 / Reasons for implementing TQM in Chase --- p.18 / Fundamental principles and values of Chase TQM --- p.18 / TQM implementation in Hong Kong --- p.23 / Chapter V. --- EVALUATION AND RECOMMENDATIONS --- p.29 / Evaluation of the system --- p.29 / Recommendations --- p.33 / Chapter VI. --- CONCLUSION --- p.39 / APPENDIX / Chapter 1. --- Overview of ISO 9000 --- p.41 / Chapter 2. --- HKMA Quality Award Criteria Framework --- p.43 / Chapter 3. --- TQM plan --- p.44 / Chapter 4. --- Problem solving process 8c Quality improvement process --- p.45 / Chapter 5. --- Deming's 14 principles --- p.46 / Chapter 6. --- Juran's 10 steps in quality improvement --- p.47 / Chapter 7. --- Crosby's 14 steps in quality improvement --- p.48 / Chapter 8. --- Malcolm Baldrige Award assessment system --- p.49 / BIBLIOGRAPHY --- p.51 / LIST OF ILLUSTRATIONS / Figure 1. Framework of Chase TQM --- p.19 / Figure 2. Plan-Do-Check-Act Cycle --- p.21 / Figure 3. TQM Plan --- p.44 / Figure 4. Problem Solving Process --- p.45 / Figure 5. Quality Improvement Process --- p.45

by Simon Leung Tak-wing, Elmen Li Pak-kee. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1991. / Bibliography: leaves 36-38. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / CHAPTER / Chapter I --- INTRODUCTION --- p.1 / Chapter II --- IMPORTANCE OF RISK MANAGEMENT IN BANK MANAGEMENT --- p.4 / Chapter III --- RESEARCH METHODOLOGY OF THE STUDY --- p.7 / Chapter IV --- MANAGEMENT INFORMATION SYSTEM AND TREASURY MANAGEMENT --- p.12 / Chapter V --- IMPLICATIONS OF ADOPTING MANAGEMENT INFORMATION SYSTEM --- p.16 / Chapter VI --- FINDINGS WITH A FEW SELECTED BANKS IN HONG KONG --- p.21 / Chapter VII --- CONCLUSIONS AND OUTLOOK OF MIS IN TREASURY MANAGEMENT --- p.30 / BIBLIOGRAPHY --- p.36

by Lam Siu Mui Elena, Ng Sheung Kwan Natalie. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1987. / Bibliography: leaf 128.

by Chak Siu Choi. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references. / ABSTRACT / TABLE OF CONTENTS / Chapter I. --- INTRODUCTION --- p.1 / Hong Kong as a Financial Hub --- p.1 / Reengineering Defined --- p.2 / Bank Reengineering at a First Glance --- p.3 / Objectives --- p.4 / Methodology --- p.4 / Secondary Data --- p.4 / Questionnaires --- p.5 / Chapter II. --- THE DEVELOPMENT OF REENGINEERING IN THE BANKING INDUSTRY --- p.6 / The Rule of Regulated Oligopolies (1960-1981) --- p.6 / The Rise of Disintermediation and Excess Credit Risk (1981-1991) --- p.8 / The Reengineering Imperative (1990s) --- p.10 / Chapter III. --- THE TIMING CONCERN OF THE REENGINEERING BANK --- p.12 / Languishing Stock Price --- p.13 / Strategic Directions Conflict with Market Valuation --- p.13 / Sub-Par Efficiency Ratios --- p.13 / Perceived Process Redundancy --- p.14 / Senior Management's Will and Skill --- p.14 / Chapter IV. --- THE STRATEGIES OF THE REENGINEERING BANK --- p.15 / Preparing for Change --- p.17 / Understanding Current Costs --- p.17 / Understanding Current Pricing --- p.17 / Generating Reengineering Options --- p.18 / Refining Options --- p.18 / Creating the New Bank --- p.18 / Chapter V. --- BANK REENGINEERING OVERSEAS --- p.20 / "NationsBank, Charlotte" --- p.20 / "Norwest Corp., Minneapolis" --- p.21 / "First Commerce Corp., New Orleans" --- p.21 / "Premier Bank, Louisiana" --- p.21 / "Merchants Bank, Vermont" --- p.22 / "Texas Commerce Bank, Texas" --- p.22 / Chapter VI. --- BANK REENGINEERING IN HONG KONG --- p.24 / Shifting Demographics --- p.24 / Increasing Customer Sophistication --- p.24 / Intensifying Competition --- p.25 / Growing Use of Technology --- p.25 / Standard Chartered Bank --- p.26 / Dah Sing Bank --- p.27 / Citibank --- p.28 / Bank of East Asia --- p.28 / Chapter VII. --- THE DIFFICULTIES AND PROBLEMS FACED BY THE REENGINEERING BANK --- p.33 / Chapter VIII. --- IMPLICATIONS TO THE BANKING INDUSTRY --- p.36 / APPENDICES / BIBLIOGRAPHY

by Cheung Hoi Yin. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1999. / Includes bibliographical references (leaves 59-61). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF ILLUSTRATIONS --- p.v / LIST OF TABLES --- p.vi / ACKNOWLEDGEMENT --- p.vii / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Asia Economic Turmoil --- p.1 / Importance of Risk Management --- p.2 / Literature Review --- p.3 / Methodology --- p.8 / Data --- p.9 / Chapter II. --- CREDIT RISK --- p.12 / Introduction --- p.12 / What Is A Mortgage --- p.14 / Credit Risk of Residential Mortgage --- p.16 / Banking System in Hong Kong --- p.17 / Chapter III. --- BRIEF REVIEW OF OTHER RISKS IN BANKING … --- p.19 / Interest Rate Risk --- p.19 / Liquidity Risk --- p.20 / Capital Risk --- p.22 / Market Risk --- p.23 / Off-Balance Sheet Risk --- p.24 / Chapter IV. --- FINDINGS --- p.26 / Outstanding Mortgage Balance --- p.26 / Gross New Loans Made --- p.26 / Property Price Movement --- p.27 / Unemployment and Underemployment Rate --- p.30 / Delinquency Ratio --- p.31 / Loan-To-Valuation Ratio --- p.33 / Lending Policy of Authorized Institutions on Mortgage Lending --- p.33 / Chapter V. --- WILCOXON RANK TEST --- p.35 / Chapter VI. --- CONCLUSIONS & RECOMMENDATIONS --- p.38 / GRAPH & TABLE --- p.41 / Graph --- p.41 / Table --- p.53 / BIBLIOGRAPHY --- p.59

Esta pesquisa explicita o caráter ideológico do discurso e das praticas flexíveis de gestão nos bancos brasileiros, através do confronto com o discurso de trabalhadores bancários e com os dados empíricos a respeito das condições concretas de trabalho nesta empresas. As mudanças de gestão são entendidas como tecnologias, bem como as transformações físicas ocorridas nos bancos - a automação bancaria - ambas integradas no processo produtivo como instrumento para consolidar o modelo de "acumulação flexível". Ao passo que essas novas tecnologias são travestidas de uma maior integração do trabalhador no processo produtivo, marcando o seu caráter corporativista, observamos uma intensificação do processo de exploração do trabalho, evidenciando que esta flexibilidade caracteriza um estágio de espoliação da força de trabalho no capitalismo. A estratégia dos bancos combina tanto a extrema exploração dos trabalhadores que prestam serviços em empresas terceirizadas e correspondentes como a intensificação do trabalho do trabalhador bancário. Os discursos dos bancários nos permitem compreender as contradições desse modelo flexível de organização do trabalho e os conflitos vivenciados no cotidiano das agências bancárias, gerando grande sofrimento aos trabalhadores. Analisamos os dados levantados e cruzados dentro de uma perspectiva histórico-social, a partir das contribuições de Marx e de autores marxistas, na qual as mudanças organizacionais são resultantes do desenvolvimento da luta de classes em sua dinâmica histórica. / This research explicits the ideological character of the speeches and pratices on brazilian's banks, confronting the bank workers' speech with empirical datas about the real conditions of work in these business. The management changes are understood as technologies, and the physical transformations that happened on banks - known as banking automation - as well, both serving as instrument to consolidate the model of "flexible accumulation". While these new technologies seems to create a bigger integration of the workers on the production process, with its corporatist character, we observe a intensification on work's exploration process, evidencing that this flexibility features a stage of despoilment of capitalism's workforce. The banks strategy combines the extreme exploration of workers from outsourced business who provide services for the banks with the intensification of the banks worker's labor. These workers' speeches allow us to comprehend the contradictions of this flexible model of work's organization and the daily conflicts experienced in banks, creating huge suffering to the workers. The collected and crossed datas were analyzed in a social-historical perspective, using Marx's contribution and other Marxists authors, who says that the organizational's changes results from the class struggle in its historical dynamic.

Esta pesquisa explicita o caráter ideológico do discurso e das praticas flexíveis de gestão nos bancos brasileiros, através do confronto com o discurso de trabalhadores bancários e com os dados empíricos a respeito das condições concretas de trabalho nesta empresas. As mudanças de gestão são entendidas como tecnologias, bem como as transformações físicas ocorridas nos bancos - a automação bancaria - ambas integradas no processo produtivo como instrumento para consolidar o modelo de "acumulação flexível". Ao passo que essas novas tecnologias são travestidas de uma maior integração do trabalhador no processo produtivo, marcando o seu caráter corporativista, observamos uma intensificação do processo de exploração do trabalho, evidenciando que esta flexibilidade caracteriza um estágio de espoliação da força de trabalho no capitalismo. A estratégia dos bancos combina tanto a extrema exploração dos trabalhadores que prestam serviços em empresas terceirizadas e correspondentes como a intensificação do trabalho do trabalhador bancário. Os discursos dos bancários nos permitem compreender as contradições desse modelo flexível de organização do trabalho e os conflitos vivenciados no cotidiano das agências bancárias, gerando grande sofrimento aos trabalhadores. Analisamos os dados levantados e cruzados dentro de uma perspectiva histórico-social, a partir das contribuições de Marx e de autores marxistas, na qual as mudanças organizacionais são resultantes do desenvolvimento da luta de classes em sua dinâmica histórica. / This research explicits the ideological character of the speeches and pratices on brazilian's banks, confronting the bank workers' speech with empirical datas about the real conditions of work in these business. The management changes are understood as technologies, and the physical transformations that happened on banks - known as banking automation - as well, both serving as instrument to consolidate the model of "flexible accumulation". While these new technologies seems to create a bigger integration of the workers on the production process, with its corporatist character, we observe a intensification on work's exploration process, evidencing that this flexibility features a stage of despoilment of capitalism's workforce. The banks strategy combines the extreme exploration of workers from outsourced business who provide services for the banks with the intensification of the banks worker's labor. These workers' speeches allow us to comprehend the contradictions of this flexible model of work's organization and the daily conflicts experienced in banks, creating huge suffering to the workers. The collected and crossed datas were analyzed in a social-historical perspective, using Marx's contribution and other Marxists authors, who says that the organizational's changes results from the class struggle in its historical dynamic.

Assessing performance, quality, and excellence in services are critical topics in the literature. As such, this thesis evaluates aspects related to conceptualisations and measurement models across different disciplinary perspectives. This thesis develops, and validates a multiple-item scale for Modelling service excellence in the UK retail banking sector, according to the perceptions of customers. The scale development method follows Churchill’s (1979) well founded process, and is informed by Anderson and Gerbing’s (1988), and Rossiter’s (2002) guidelines. The model estimates whether the hypothesised antecedents are considered valid for identifying banks which provide excellent services. The findings reveal that reputation, rates, innovation, and technology significantly determine service excellence. This thesis was undertaken in a critical timing, between 2007 and 2012. During that time, the economy and particularly, the banking sector faced a major credit crunch and crisis of confidence in the sector per se. The crisis caused banks to rethink their competitive positioning by re-assessing their strengths (Akdag et al. 2011). Hence, initiating a differentiation between quality and excellence in services was essential. Overall, this thesis contributes to the literature by offering an integrated solution to assessing service excellence, from concept definition and differentiation, to scale development and validation. A new definition of services excellence is introduced and components of services excellence are identified. Hence, distinguishing between service quality and service excellence. Furthermore, the relationship between service excellence and its determinants is explored. Based on an updated set of antecedents and corresponding items, the measurement model provided in this thesis is considered as one of the best available options, realised by testing the postulated hypothesis and the alternative model testing.