published_or_final_version / Business Administration / Master / Master of Business Administration

by Veronica Wong Mun Yee. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1991. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / ACKNOWLEDGEMENT --- p.v / Chapter / Chapter I. --- INTRODUCTION --- p.1 / What is Service Quality? --- p.1 / Origin & Purpose of this Study --- p.3 / Focus & Scope of this Study --- p.4 / Plan of the Report --- p.6 / Chapter II. --- METHODOLOGY --- p.7 / Limitation of the Study --- p.8 / Literature Review --- p.9 / Focus Group Interviews with Customers --- p.10 / In-depth Interviews with Bank Personnel --- p.13 / Chapter III. --- SIGNIFICANCE OF SERVICE QUALITY IN THE 1990s : A LITERATURE REVIEW --- p.16 / Definition and Models of Service Quality --- p.16 / Emerging Significance of Service Quality in the Changing Environment --- p.23 / Costs and Benefits of Service Quality --- p.25 / Bibliography --- p.28 / Chapter IV. --- FINDINGS FROM THE FOCUS GROUPS WITH CONSUMERS --- p.32 / Attitudes Towards Retail Banking Services --- p.32 / Bank Usage Behaviour --- p.33 / How Do They Choose Banks --- p.34 / Likelihood of Changing/Switching Banks --- p.35 / Key Determinants for Evaluating Service Quality --- p.36 / Implications --- p.39 / Chapter V. --- FINDINGS FROM THE IN-DEPTH INTERVIEWS WITH BANK PERSONNEL --- p.42 / Chapter VI. --- IMPLEMENTATION OF SERVICE QUALITY STRATEGIES --- p.47 / Change of Organisational Culture --- p.47 / Full Commitment From Both Management & Staff --- p.50 / Internal Customer Philosophy --- p.52 / Reinforcement and Evaluation --- p.54 / Chapter VII. --- CONCLUSIONS --- p.56 / APPENDIX

by Mak Ho-Cheung Joseph. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references (leaves 81-83). / ABSTRACTS --- p.i / TABLE OF CONTENTS --- p.ii / LIST OF TABLES --- p.iv / LIST OF ILLUSTRATIONS --- p.vi / CHAPTER / Chapter I. --- INTRODUCTION / Background --- p.1 / Commercial Banking Industry --- p.3 / Marketing in Commercial Banking --- p.4 / Competitive Environment --- p.6 / Other Problems of Commercial Banks --- p.9 / Relationship Marketing : A Solution --- p.10 / Chapter II. --- LITERATURE REVIEWS / Concepts of Relationship Marketing --- p.11 / Relationship Marketing Banking : Emphasizing on Bank-Client Relationships --- p.16 / Role of Relationship Managers --- p.21 / Chapter III. --- OBJECTIVES AND METHODOLOGY / Objectives of Study --- p.26 / Description of Methodology --- p.27 / Hypothesis --- p.31 / Preliminary Model --- p.35 / Chapter IV. --- ANALYSIS AND DISCUSSIONS / Description of Relationship activities --- p.37 / Test for Hypothesis One --- p.43 / Test for Hypothesis Two --- p.44 / Test for Hypothesis Three --- p.47 / Test for Hypothesis Four --- p.55 / Adjustments to Proposed Model --- p.63 / Chapter V. --- RECOMMENDATIONS --- p.65 / Chapter VI. --- LIMITATIONS AND FURTHER RESEARCH --- p.76 / Chapter VII. --- CONCLUSION --- p.80 / BIBLIOGRAPHY --- p.81 / APPENDIX / Chapter Appendix A : --- Chronological table of terminology usedin quoted articles --- p.84 / Chapter Appendix B : --- Summary of in-depth interview --- p.85 / Chapter Appendix C : --- Descriptive statistics of questionnaire respondents --- p.88 / Chapter Appendix D : --- Sample Questionnaire --- p.90

by Chan Kam Hung, Chan Wai Loi. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references (leaf 146). / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.v / LIST OF TABLES --- p.viii / LIST OF CHARTS --- p.ix / Chapter / Chapter I --- INTRODUCTION --- p.1 / Chapter II --- METHODOLOGY --- p.3 / Chapter III --- COMPETITIVE PROFILE REPORT --- p.5 / HANG SENG BANK --- p.5 / Products and services offered by HSB --- p.7 / STANDARD CHARTERED BANK --- p.12 / Products and services offered by SCB --- p.13 / CHEKIANG FIRST BANK --- p.18 / CONCLUSION --- p.20 / Chapter IV --- MARKET PROFILE REPORT --- p.21 / BANKING INDUSTRY IN HONG KONG --- p.21 / MARKET STRUCTURE --- p.22 / PRODUCT CLASSES IN BANKING INDUSTRY --- p.22 / TECHNOLOGY TREND --- p.23 / ECONOMIC GROWTH AND TREND --- p.25 / MARKET SIZE --- p.29 / FACTORS AFFECTING DEMAND --- p.31 / POLITICAL FACTORS --- p.31 / CONCLUSION --- p.32 / Chapter V --- CUSTOMER PROFILE REPORT --- p.34 / RESULTS OF THE SURVEY --- p.35 / CONCLUSION --- p.41 / Chapter VI --- PRODUCT PROFILE REPORT --- p.42 / CONCLUSION --- p.47 / Chapter VII --- COMPANY PROFILE REPORT --- p.48 / STRENGTHS --- p.49 / WEAKNESSES --- p.50 / CONCLUSION --- p.51 / Chapter VIII --- MARKET SEGMENTATION AND TARGET SEGMENTS --- p.53 / MARKET SEGMENTATION --- p.53 / TARGET SEGMENTS --- p.55 / Chapter IX --- MARKET OBJECTIVES --- p.64 / EXPAND THE CUSTOMER BASE AND INCREASE REVENUE --- p.64 / ESTABLISH A GOOD COMPANY IMAGE --- p.65 / "PRODUCT OBJECTIVES & STRATEGY," --- p.66 / Product objectives --- p.66 / Product strategy --- p.68 / SERVICES OBJECTIVES & STRATEGY --- p.72 / Services objectives --- p.72 / Services strategy --- p.74 / PRICE OBJECTIVES & STRATEGY --- p.77 / Price objectives --- p.77 / Price strategy --- p.77 / COMMUNICATIONS OBJECTIVES & STRATEGY --- p.78 / Communications objectives --- p.78 / Communications strategy --- p.80 / SALES FORCE OBJECTIVES & STRATEGY --- p.83 / Sales force objectives --- p.83 / Sales force strategy --- p.84 / DISTRIBUTION OBJECTIVES & STRATEGY --- p.84 / Distribution objectives --- p.84 / Distribution strategy --- p.85 / Chapter X --- TACTICAL ACTION PLAN --- p.87 / Chapter XI --- CONTROL/MONITORING MEASURING EFFECTS --- p.89 / Chapter XII --- BUDGET --- p.103 / Chapter XIII --- CONCLUSION --- p.116 / APPENDIX I DR. C. F. STEILEN'S MARKETING MODEL --- p.118 / APPENDIX II QUESTIONNAIRE AND SUMMARY ON THE RESPONSES …… --- p.120 / APPENDIX III ANALYSIS OF RESPONSES BY SEGMENTATION OF PROFESSIONAL AND NON-PROFESSIONAL --- p.132 / APPENDIX IV PRELIMINARY FEEDBACK FROM CSSB --- p.142 / BIBLIOGRAPHY --- p.146

by Lee Yuen-Yee Annisa. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1996. / Includes bibliographical references (leaves 58-59). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / Chapter / Chapter I. --- Introduction / Objectives of the Project --- p.1 / Scope of Study --- p.1 / What is Private Banking ？ --- p.4 / Chapter II. --- Current Development of Private Banking Industry in Hong Kong Services provided by Banks --- p.7 / Services provided by Non-Bank Institutions --- p.12 / SWOT Analysis of Retail Banks in Hong Kong --- p.14 / Chapter III. --- Application of existing PBS in Marketing Model --- p.23 / Product Strategy --- p.25 / Service Strategy --- p.26 / Price Strategy --- p.27 / Communications Strategy --- p.27 / Sales Force Strategy --- p.27 / Distribution Strategy --- p.28 / Chapter IV. --- Research / Objectives of the Research --- p.30 / Scope of the Research and Design --- p.31 / Findings --- p.31 / Limitations of the Research --- p.38 / Chapter V. --- Recommendations / Target Segmentation --- p.40 / Market Objectives --- p.41 / Marketing Strategy --- p.43 / Chapter VI. --- Conclusion --- p.50 / APPENDIX --- p.51 / BIBLIOGRAPHY --- p.58

by Fok Yin-mei and Leung Suk-yee. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1994. / Includes bibliographical references (leaves 17-19). / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.v / LIST OF TABLES --- p.viii / ACKNOWLEDGEMENTS --- p.ix / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Background of the Study --- p.1 / Objectives of the Study --- p.8 / Chapter II. --- RELATIONSHIPS BETWEEN COMPANIES AND THEIR BANKS： FURTHER REMARKS AND LITERATURE REVIEW --- p.9 / Dynamics in the Management of Corporate Banking Relationships --- p.9 / Companies' Bank Selection Behaviors --- p.12 / Bibliography --- p.17 / Books --- p.17 / Periodicals --- p.17 / Chapter III. --- METHODOLOGY --- p.20 / Qualitative Study --- p.20 / Quantitative Study --- p.21 / Questionnaire Design --- p.21 / Population and Sampling --- p.22 / Data Processing --- p.23 / Chapter IV. --- FINDINGS AND ANALYSIS: QUALITATIVE STUDY --- p.24 / Initial Screening --- p.24 / Credit Analysis --- p.25 / Granting Credit --- p.28 / Credit Monitoring and Control --- p.29 / How Do Banks Develop and Maintain Relationships with Clients? --- p.30 / Chapter V. --- FINDINGS AND ANALYSIS: QUANTITATIVE STUDY --- p.33 / The Research Sample --- p.33 / Bank Selection --- p.34 / Bank Usage --- p.35 / Split Banking --- p.37 / Bank Switching --- p.38 / Perceived Importance of Bank Attributes in Major Bank Selection --- p.39 / Basic Bank Attributes --- p.39 / Bank's Image --- p.40 / Lending Policy --- p.41 / Product Quality --- p.41 / Account Officers --- p.42 / Pricing Factors --- p.43 / Usage of Financial Institutions Other Than Banks --- p.43 / Other Findings --- p.44 / Chapter VI. --- RECOMMENDATIONS --- p.47 / Product Development --- p.47 / Improving the Performance of Account Officers --- p.48 / Marketing Strategies --- p.49 / Bank's Image --- p.51 / Pricing Strategies --- p.52 / Accountant's Role in the Banking Relationships --- p.53 / Chapter VII. --- CONCLUSION --- p.56 / APPENDICES / Chapter 1. --- QUESTIONNAIRE FOR BANKERS --- p.57 / Chapter 2. --- QUESTIONNAIRE FOR CLIENT COMPANIES --- p.58 / Chapter 3. --- COVERING LETTER --- p.63 / Chapter 4. --- COMPANIES' HEADQUARTERS --- p.64 / Chapter 5. --- INDUSTRIES IN WHICH COMPANIES WERE PRINCIPALLY ENGAGED --- p.65 / Chapter 6. --- COMPANIES' NUMBER OF PERMANENT EMPLOYEES --- p.66 / Chapter 7. --- COMPANIES' YEARS OF ESTABLISHMENT --- p.67 / Chapter 8. --- COMPANIES' FORM OF OWNERSHIP --- p.68 / Chapter 9. --- THE RESPONSIBILITY OF SELECTING THE MAJOR BANK IS --- p.69 / Chapter 10. --- WHO ARE RESPONSIBLE FOR SELECTING THE MAJOR BANK? --- p.70 / Chapter 11. --- INFORMATION SOURCES USED IN SELECTING THE MAJOR BANK --- p.71 / Chapter 12. --- BANKS EMPLOYED BY COMPANIES --- p.72 / Chapter 13. --- NUMBER OF BANKS USED BY COMPANIES --- p.73 / Chapter 14. --- REASONS FOR USING MORE THAN ONE BANK --- p.74 / Chapter 15. --- HOW LONG COMPANIES HAVE WORKED WITH THEIR MAJOR BANK? --- p.75 / Chapter 16. --- FACTORS FOR SWITCHING THE MAJOR BANK --- p.76 / Chapter 17. --- IMPORTANCE OF BANK ATTRIBUTES IN MAJOR BANK SELECTION --- p.77 / Chapter 18. --- FINANCIAL INSTITUTIONS OTHER THAN BANKS USED BY COMPANIES --- p.79 / Chapter 19. --- CROSS TABULATION: LOCATION OF HEADQUARTERS BY WHO SELECT THE MAJOR BANK --- p.80 / Chapter 20. --- CROSS TABULATION: LOCATION OF HEADQUARTERS BY MAJOR BANK --- p.81

by Leung Sze Man, Amelia. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1993. / Includes bibliographical references (leaves 24-26). / ABSTRACT --- p.ii / ACKNOWLEDGMENTS --- p.iii / TABLE OF CONTENTS --- p.iv / Chapter / Chapter I --- BACKGROUND AND STATEMENT OF THE PROBLEM --- p.1 / Introduction --- p.1 / Development of the Private Banking Business --- p.4 / Private Banking in Hong Kong --- p.8 / Scope of this Project --- p.10 / Chapter II --- LITERATURE REVIEW --- p.12 / What is Private Banking? --- p.12 / "Hong Kong Private Banking -- the ""Switzerland of Asia""" --- p.15 / Internal Marketing in the Private Banking Unit --- p.19 / Bibliography --- p.24 / Chapter III --- RESEARCH METHODOLOGY --- p.27 / Research Design --- p.27 / Data Collection Methods --- p.29 / Sample Design --- p.33 / Data Analysis --- p.35 / Chapter IV --- FINDINGS --- p.36 / Private Banking in Hong Kong -- a Comparison --- p.36 / Internal Marketing in the Private Banking Operation of the Hongkong and Shanghai Banking Corporation Limited in Hong Kong --- p.39 / Quantitative Analysis --- p.39 / Qualitative Analysis --- p.53 / HSBC Private Banking in the HongkongBank of Canada in Vancouver (VPB) --- p.62 / Chapter V --- CONCLUSIONS AND RECOMMENDATIONS --- p.68 / Private Banking in the Hongkong and Shanghai Banking Corporation Limited in Hong Kong in the Future --Sharpen its Competitive Edge --- p.68 / Internal Marketing Efforts -- a Proactive Approach --- p.70 / Globalization through Communications --- p.75 / APPENDICES / Chapter I --- Questionnaire for HSBC Branch Managers and Customer Service Officers in Hong Kong --- p.77 / Chapter II --- Interview Guide for HSBC Private Banking Managerin Vancouver --- p.78 / Chapter III --- Comparison among the four Major Players in Private Banking in Hong Kong --- p.79 / Chapter IV --- Scattergram for Correlational Analysis: Attitudes vs. Referrals in Hong Kong --- p.80 / Chapter V --- HSBC Proposed Internal Marketing Plan --- p.81

by Tai Oi Yen, Irene, Yip Ping Yin, Gerald. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2001. / Includes bibliographical references (leaves 38-40). / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.iv / LIST OF FIGURES AND TABLES --- p.v / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- BACKGROUND --- p.3 / Chapter III. --- CONCEPTUAL FRAMEWORK --- p.8 / Chapter IV. --- RESEARCH METHODOLOGY --- p.15 / Chapter V. --- RESULTS AND DISCUSSION --- p.19 / Chapter VI. --- IMPLICATIONS TO MANAGER AND RESEARCHERS --- p.27 / Chapter VII. --- CONCLUSION AND WAP BANKING OUTLOOK --- p.33 / APPENDIX --- p.36 / BIBLIOGRAPHY --- p.38

by Lam Chun Wah, Lo Kar Ming, Alen. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1999. / Includes bibliographical references (leaves 81-82). / INTRODUCTION --- p.3 / METHODOLOGY --- p.6 / Identify social-economic trends --- p.6 / Review of the banking industry --- p.7 / review Hong Kong local banks financial performance --- p.7 / Perform in-depth financial and locational analysis of the selected local bank and its distribution channels --- p.8 / Explore alternate product/service distribution channels --- p.8 / Determine consumer behavior towards different financial product/services and channels --- p.9 / Recommend future distribution channel strategy for this local bank --- p.9 / Predict competitor response to the recommended strategy --- p.9 / SOCIAL - ECONOMIC REVIEW --- p.10 / Population Demographics --- p.10 / Economic Indicators --- p.14 / REVIEW OF THE BANKING INDUSTRY --- p.19 / The Banking Industry of Hong Kong --- p.19 / The three-tier system --- p.19 / The Interest Rate Rules --- p.21 / The Hong Kong Monetary Authority --- p.21 / The Banking Industry Performance --- p.22 / The Banking Strategic Review --- p.28 / REVIEW ON HONG KONG LOCAL BANKS FINANCIAL PERFORMANCE --- p.31 / The Asset Size and Profit --- p.31 / Financial Performance --- p.33 / Correlation analysis on bank performance --- p.36 / LOCATIONAL ANALYSIS OF BRANCH DISTRIBUTION FOR THE WING HANG BANK --- p.40 / Company Background --- p.40 / The Branch Network --- p.41 / List of Wing Hang Bank Branches and Addresses --- p.42 / Hong Kong Insland --- p.42 / Kowloon --- p.42 / Financial Performance of Branches --- p.42 / Locational Analysis --- p.44 / Transaction Analysis --- p.47 / ALTERNATIVE PRODUCT/SERVICE DISTRIBUTION CHANNELS --- p.53 / Banking service industry --- p.53 / CONSUMER BEHAVIOR TOWARDS DIFFERENT FINANCIAL PRODUCT/SERVICE AND CHANNELS --- p.59 / General trends --- p.59 / RECOMMENDATION ON TO WING HANG BANK --- p.66 / Branch Network Size --- p.66 / Cost cutting --- p.68 / Combine functions and develop new products --- p.69 / Branch Image --- p.72 / Branch atmosphere --- p.72 / Branch contact --- p.73 / Use of Self Service Terminals --- p.75 / COMPETITOR RESPONSE --- p.76 / OVERALL COMMENTS --- p.79 / APPENDIX --- p.80 / BIBLIOGRAPHY --- p.81