This study measures brand loyalty of banking clients in South Africa. To do so, the study employs the newly developed brand loyalty conceptual framework of Moolla (2010) from the fast–moving consumer good industry as point of departure, and firstly, test its applicability to banking clients, secondly, adapt the framework where needed, and thirdly, used the adapted framework to measure the brand loyalty levels of the banking clients. The results show that the Moolla model could be used with minor adaptations in the banking industry, and that the reliability as measured by Cronbach alpha coefficients are acceptable. In measuring the brand loyalty levels, it is clear banking clients are not very loyal, scoring low on all the brand loyalty influences except customer satisfaction (which falls in the fair to good margin). / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2012.

The main objective of this study is to develop requisite models for information and communication technology (ACT) adoption and diffusion in the banking industry in Thailand. The research, combining two study areas of multiple criteria decision-making (MCDM) and system dynamics (SD), is conducted using two research methodologies: system development and a case study of the Siam Commercial Bank PCL in Thailand.The study shows how to combine the two decision-making tools of MCDM and system dynamics effectively. The requisite group models of ICT adoption and diffusion provide ways to select the most preferred technology and to allow forward planning to diffuse the adopted technology more effectively. With an embedded decision support tool, decision-makers are able to apply the models with their available information, intuition, knowledge, and experience to improve their decision-making and enhance their learning.Initially, the research revealed that the Siam Commercial Bank currently employs various types of information and communication technologies (ICT) to facilitate work processes, fulfil customers' requirements, and retain its competitive advantage. However, the bank still confronts problems relating to technology adoption and diffusion.A requisite group model of ICT adoption was developed using MCDM as a decision making tool. The model illustrated how to select the most preferable technological alternative that fulfilled the mission of the bank. Results from the MCDM analysis revealed that the preferred technology was Extranet banking followed by a data warehouse. The requisite group model of ICT diffusion was further developed using the system dynamics approach in order to enhance understanding of system behaviour of the selected technology and then provide ways to diffuse it more effectively. The model analyses were divided into three sub-models of information ++ / and communication technologies (ICT), a data warehouse, and Extranet banking.The generic model of ICT can be applied to any particular technology. Results revealed that the pattern of technology diffusion follows the S curve and the dominant variables that may impact on technology diffusion are training, a backlog of problems, and market potential. Furthermore economic returns are obtained only after spending substantially on technological investment. Thus, it is necessary to balance between technological investment and economic returns. The model of diffusion of a data warehouse was developed highlighting the necessity of quality and quantity of knowledge workers. Therefore, training support is an important factor to diffuse this technology. On the other hand, the model of diffusion of Extranet banking revealed that the success of this technology comes from the acceptance by customers. Thus, perceived relative advantages, positive features of the technology and promotional advertising should be taken into consideration. The S curve pattern of technology diffusion is also confirmed by the two technologies.The policy for technology adoption involves the selection of technology, which best fits with identified criteria. The policy analyses of the three technologies confirm that the core important policies that increase technology diffusion and economic gains are increasing positive features of technology, decreasing perceived complexity, increased perceived relative advantages and increasing co-operation between IT people and users. If technology is to support the work performance in an organisation, training support is the dominant policy, whereas if technology facilitates customers directly, marketing strategy such as promotional advertising is vital.The study implied that the banking industry in Thailand is able to use ICT as levers for competitive advantage. ++ / However, technological investment in each bank differs depending on size, objectives and readiness in terms of capital and human resources.All the findings have implications for the bank and could be applied to other banks and general policy makers in various business enterprises.

Background: Corporate social responsibility has received a lot of attention because of the impact that companies have on the society and the environment. EU is taking legislative measures to further increase the awareness and importance of CSR. The banking industry is often excluded from CSR discussions and research studies, due to the perception that the banking industry has a limited effect on CSR matters. Purpose: The purpose of this study is to investigate CSR reporting levels from Swedish banks. Furthermore, the impact of bank size, board size, and board diversity on CSR reporting level will be examined through hypotheses testing. Method: Data is collected from annual and sustainability reports of Swedish banks. Statistical tests are then conducted and analyzed by the authors. Conclusion: The results show that CSR reporting levels by the Swedish banks is increasing. There is a positive effect on CSR reporting level by bank size, and a negative effect by board diversity. No significant relationship could be found on board size.

A utilização de modelos de negócios tem crescido substancialmente nos últimos anos, o que promoveu um aumento significativo de pesquisas voltadas para compreender a lógica de como uma organização cria, entrega e captura valor do ponto de vista econômico, social, cultural ou outros. Presume-se que os componentes previstos pelo modelo de negócio estejam presentes na configuração de negócios já estabelecidos ou novos negócios, inclusive em empresas que buscam a atuação no mercado internacional. No entanto, dentre as abordagens teóricas a respeito da internacionalização das empresas, observa-se que as mesmas não caracterizaram os modelos de negócios empregados pelas empresas em seus processos de internacionalização, já que usualmente focam nos principais aspectos que motivam a internacionalização, os modos de entrada, a compreensão do ambiente global e a busca da excelência funcional. A partir deste contexto, a pesquisa procurou investigar os componentes do modelo de negócio que operacionalizaram as atividades internacionais de uma multinacional brasileira do setor bancário, o Itaú Unibanco. Visando alcançar este objetivo, realizou-se uma pesquisa de caráter qualitativo, por meio de estudo de caso único. Nesse sentido, para o exame dos fundamentos teóricos, foram abordados os conceitos de estrutura, estratégia, escala, escopo, as teorias de internacionalização e a definição conceitual do modelo de negócio. Dentre os principais resultados da pesquisa, foi observado que a internacionalização do Itaú Unibanco ocorreu a partir de vantagens adquiridas no mercado doméstico e que foram posteriormente exploradas no mercado internacional. Em relação ao modelo de negócio, verificou-se que não existe um modelo pré-definido para as operações internacionais e embora praticamente todos os componentes se mostrassem presentes no mercado de destino, alguns sofreram forte adaptação às operações locais, resultante basicamente da estratégia de aquisição. / The use of business models has grown substantially in recent years, which has caused a significant increase in research aiming to understand the rationale of how an organization creates, delivers, and captures value, in economic, social, cultural or other contexts. Business models are employed by both established and new businesses, including companies seeking to expand into international markets. Among the literature studying firm internationalization, there are few studies that describe the business models used by companies in their internationalization processes. Instead, studies have directed attention at the key aspects that motivate internationalization, the modes of entry, understanding the global environment and the pursuit of functional excellence. This study investigates the business model that was used during the internationalization of a Brazilian multinational bank, the Itaú Unibanco. A qualitative research study of a single case was completed to examine the structure, strategy, scale, scope, of the bank\'s strategy in light of internationalization theories and conceptual definitions of business models. The study finds that the internationalization of Itaú Unibanco was sparked by advantages gained in the domestic market that were subsequently exploited in the international market. Regarding the business model, it was found that there is no pre-defined model for international operations and virtually all factors showed consistency to the particularities of the target market, being highly adapted to local operations, mainly due to the acquisition strategy.

Background: The business support system has become a necessary tool for managing activities in any organization. Usability is a key area in realizing effectiveness and ensuring users to properly interact with the systems. Still, today, many systems fail in key areas such as gaining the acceptance of the end users. To understand how the systems in use are perceived by its end users is suggested to be a needed key capability to be successful. Aim: To assess perceived usability in three generations business support systems. This knowledge is further to be compared and connected to length of employment and how that factor affects perceived usability and preference to a specific system. Methodology: The study assumes a positivistic position based on a deductive approach. A quantitative strategy was assumed in order to support evidence connected to the three case systems, which were further contrasted by a comparative design. Empirical findings were based on self-completion questionnaires responded by fifty-nine employees of the retail division in a Nordic bank. Completions and results: Even if this study could not show evidence that length of employment affected which business support system an individual preferred in the case firm, it still had a significant effect on perceived usability in general. In general it was shown that respondents who had been employed for a longer time assessed the usability factors of the systems higher than the category of short time employees.

Direct marketing is going to strengthen its position among the other marketing tools. It enables to address the defined target group quickly, personally, effectively and to get immediate feedback. In the practical part of the thesis I delineated the creation process of campaign and analyzed three examples of different types of campaign. I would mainly recommend focusing on identification of key moments in client's (financial) life and contacting him with relevant offer.

The purpose of this research is to examine whether U.S. banks that announced material operational risk loss (oprisk loss) events can still enjoy a lower cost of capital. I use the bank's credit rating as a proxy for the cost of debt capital, and the actual oprisk loss amounts announced by publicly traded U.S. banks for $10 million and over during the period 1998 to 2012 compiled from my own database. I also investigate whether the type of oprisk loss event and business line in which the loss event was incurred matter to credit rating agencies. I perform additional analysis to determine whether a downgrade in a bank's credit rating associated with the announcement of a material oprisk loss amount impacts the bank's reputation. This study focuses on the U.S. banking industry because of the increased market and regulatory scrutiny of oprisk losses; especially during the financial crisis of 2008 to 2010. The logistic analysis shows that banks' announcement of material oprisk loss amount is associated with a decline in credit ratings. The findings did not support the position that the type of loss event and business line in which the loss event was incurred matter to credit rating agencies. The results for the event study show that a downgrade in a bank's credit rating associated with an announcement of a material loss amount has a robust, statistically significant negative stock market reaction. Furthermore, the results reveal that the losses in market value significantly exceed the announced loss amounts associated with credit rating downgrades, indicating reputational loss to the banks. This research was limited to announcements of material oprisk loss amounts by U.S. banks publicly traded on major U.S. stock exchanges. Investigating the impact of announcements of material oprisk loss amounts by financial institutions publicly listed on major stock exchanges worldwide provides an avenue for future research. This study contributes to the literature on operational risk and the cost of debt capital as reflected in credit ratings by providing empirical evidence of the impact of oprisk losses on credit ratings of U.S. banks.

Bank leaders who fail to implement effective leadership strategies experience low employee morale and high employee turnover. The estimated failure rate of bank industry leadership to attain some organizational targets such as desired levels of employee morale, employee retention, and profitability is as high as 60%. The purpose of this single case study was to explore strategies bank leaders implemented to improve employee morale and mitigate employee turnover. The population for this study included 4 bank leaders in the United States who successfully applied effective leadership to improve morale and mitigate employee turnover for more than 5 years. Data were collected from semistructured interviews with bank leaders and from artifacts such as the company website. The transformational leadership theory guided this research as the conceptual framework. Data triangulation was employed. Data were analyzed using Yin’s 5 steps of data analysis. Three themes emerged from analysis of the data: adopting motivational leadership techniques, applying open and transparent communication skills, and applying recognition or rewards. The application of findings from this study could contribute to positive social change because society may benefit from an improved banking intermediation system to support employment retention and the improvement of citizens’ livelihoods.

The main aim of this work is to describe and explain the capital requirements of the banking sector. Both economically and legally. The thesis is divided into five main parts. First, I deal with the theoretical description and reasoning behind the banking sector regulation. This part of the work emphasized the relation between financial and business cycle, I illustrate their close relation and mutual interaction. Furthermore, the thesis defines capital adequacy in general, its importance and its most important elements and features. Subsequently, the development of the Basel regulation is described in detail, which despite its legal non-binding nature represents the basic rules for capital adequacy. The main emphasis is put on Basel II and Basel III and its implementation in European and Czech law, where the most important concepts are elaborated in detail to analyze and evaluate them. The main topics I deal with are the structure of capital and measurement of market, credit and operational risk. Particular emphasis is placed on the pro-cyclicality of capital requirements, the implications of this pro-cyclicality, and the tools in Basel III to mitigate this feature. Therefore, I describe in detail the additional capital buffers and liquidity requirements introduced in response to tackle this...

Magister Commercii - MCom / South Africa's unique colonial history, apartheid legacy, and ongoing transition to democratic governance drive the country's determination to attain its development objectives. Embedded in that determination is a broad social and .environmental public benefits agenda-that is, a sustainable economic development agenda. Public benefits include, inter alia, banking access, black economic empowerment and financial sector stability and efficiency. "