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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
1

Improving marketing performance through customer satisfaction: Hongkong Bank

Chiu, Mun-chi, Ruby., 趙敏芝. January 1998 (has links)
published_or_final_version / Business Administration / Master / Master of Business Administration
2

A perspective on the service quality of banks in 1990s.

January 1991 (has links)
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
3

Implementation of relationship marketing in Hong Kong: commercial banking industry.

January 1997 (has links)
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
4

The introduction of marketing concept to the China and South Sea Bank Ltd.

January 1998 (has links)
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
5

An exploratory study on the trend and the development of private banking services in Hong Kong.

January 1996 (has links)
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
6

Banks and their client companies.

January 1994 (has links)
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
7

Private banking in the Hongkong and Shanghai Banking Corporation Limited: issues and comparisons.

January 1993 (has links)
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
8

Attitude toward the adoption of WAP banking services in Hong Kong.

January 2001 (has links)
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
9

Locational analysis and distribution strategy for a local retail bank.

January 1999 (has links)
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

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