Ethiopia, a developing country on the African continent, has experienced double digit growth during the last decade. To sustain this growth, the country needs a sound and healthy banking sector. Consensus exists that trust is a valuable resource that can make a difference. It influences the quality of relationships between an organisation and its employees and management. It enables organisations such as banks, to retain their most valuable employees and customers, and improve organisational functioning. Most leaders agree that high levels of trust are critical to the success of their organisations. In this study, the existing theoretical principles and models relating to trust, were analysed in depth, and followed up by an empirical study to determine to what extent trust management practices were being applied. A quantitative survey was conducted on a probability sample of 405 participants from the eight largest banks in Ethiopia. From the measured items, 54 usable factors were identified by using exploratory factor analysis. The calculated Cronbach alpha values indicated a satisfactory internal consistency. While the Pearson product-moment correlation applied to the factors, indicated a dominance of statistically significant positive correlations. Various informative results emerged from the empirical survey, amongst which were, the relative weak application of trust management practices such as trust drivers and trust builders. Some barriers were also identified such as the trustworthiness of coworkers/ team members, the immediate supervisor and top management. Thus, it was evident that proper trust management practices had not been fully established within the banking sector in Ethiopia. There was thus a need for some guidelines in this regard. An integrated trust management model was therefore developed, and tested, through Structural Equation Modelling, and validated to satisfy this need. / Human Resource Management / D. Admin. (Human Resource Management)

En el ámbito digital, la calidad del servicio bancario por internet posee diferentes dimensiones que impactan directamente en la satisfacción electrónica del consumidor (e-customer satisfaction) y que este, posteriormente desarrolla una lealtad en el mismo (e-customer loyalty). El propósito de esta propuesta inicial de investigación busca conocer a profundidad sobre los conceptos anteriormente mencionados, así como rescatar aquellas teorías y aprendizajes manifestados en estudios anteriores y similares a la presente investigación. Además, el presente estudio es de tipo cuantitativo, por lo que se aplicarán encuestas a personas entre 25 y 45 años que residan en Lima Metropolitana y que hayan realizado algún trámite o transacción a través de la página web de alguna entidad bancaria. Asimismo, para el análisis de los datos obtenidos se utilizará el software SPSS AMOS. / In the digital field, online banking service quality has many dimensions that impact directly on the e-satisfaction for the customers which later on develops loyalty on the customers themselves. The objective of this first approach aims to know the concepts explained before, as well as identify theories and learnings found on previous and similar studies to this research. Additionally, this is a quantitative research, therefore surveys to 25 to 45-year-old people living in Metropolitan Lima and who had carried out any procedure or transaction through any bank web page will be applied. Finally, the results will be analyzed through the software SPSS AMOS. / Trabajo de investigación

Bakgrund: Med ökade styrräntor och stigande inflation har det blivit viktigt att förstå hur dessa förändringar påverkar ekonomin, företag och aktiemarknaden. Forskning visar att räntebesked kan påverka både aktiemarknaden och banksektorn med effekter på avkastning och volatilitet. Bankerna har som bekant en särskild funktion i den svenska ekonomin genom att svara för finansiering och betalningstjänster till näringsliv och offentlig sektor. Syfte: Studiens syfte är att undersöka de effekter som uppstår vid förändringar i Riksbankens styrränta på den svenska aktiemarknaden och inom banksektorn.  Metod: En kvantitativ eventstudie med en deduktiv forskningsansats har genomförts. Undersökningen består av sju olika observationer på ränteförändringar av aktier på den svenska OMX Large Cap-listan. De olika observationerna är räntehöjningar rapporterade av Riksbanken mellan åren 2019-2023.  Teori: Studien utgår från den effektiva marknadshypotesen vilket kompletterats med tidigare forskning om ränteförändringar och bankers påverkan av räntehöjningar.  Slutsatser: Studien finner inte bevis för statistiskt signifikant samband mellan Riksbankens räntehöjningar och den svenska aktiemarknaden. Inom banksektorn fanns inte heller tillräckliga bevis för att visa på en abnormal avkastning vid tillkännagivandet av ett räntebeslut. Resultatet stöds av den effektiva marknadshypotesen. De få resultat som visade på abnormal avkastning bör därför studeras vidare. Externa faktorer borde inkluderas för att förklara skillnaderna i reaktionerna på den svenska aktiemarknaden. / Background: With increasing policy rates and rising inflation, understanding how these changes impact the economy, businesses, and the stock market has become crucial. Research has shown that interest rate announcements can affect both the stock market and banks, influencing returns and volatility. Banks play a central role in the Swedish economy by offering financing and payment services. Purpose: This study aims to examine the effects of changes in the Swedish central bank's policy rate on the Swedish stock market and banking sector. Methodology: A quantitative event study with a deductive research approach was conducted. The study consists of seven different observations on interest rate changes affecting stocks listed on the Swedish OMX Large Cap List. These observations cover interest rate hikes reported between 2019 and 2023. Theory: The study is based on the efficient market hypothesis, complemented by previous research on interest rate changes and the impact of rate hikes on banks. Conclusions: The study shows no significant relationship between Swedish central bank's interest rate hikes and the overall stock market. Similar findings were observed within the banking sector. This can be explained by the efficient market hypothesis, which suggests that all relevant information is already reflected in stock prices. The efficient market hypothesis also supports the lack of market reactions, thus future research should consider external factors that could explain differences in reactions within the Swedish stock market.

This study aims to investigate the interplay between customer attitudes toward sustainable banking practices and their decision-making processes when selecting banks, focusing on the influence of Customer Relationship Management (CRM) systems in this dynamic. The research explores how a major Swedish bank communicates its sustainability efforts through CRM strategies, shaping customer perceptions and engagement. By integrating frameworks of CRM theory, Corporate Social Responsibility (CSR) theory, and the Theory of Planned Behavior (TPB), the study seeks to bridge the gap between theoretical knowledge and practical implementation in sustainable banking. A qualitative research design was employed, utilizing semi-structured interviews with twelve customers of a major Swedish bank. These interviews provided rich, detailed data on customer perceptions, attitudes, and behaviors related to sustainability in banking. Additionally, document analysis of the bank’s annual sustainability report and CRM approaches was conducted to contrast publicized efforts with actual customer perceptions. The major findings reveal that customers prioritize sustainability in their banking decisions and expect banks to adopt and promote sustainable practices. Effective communication of sustainability initiatives through CRM systems significantly enhances customer loyalty and engagement. However, the study also highlights limitations, including the focus on a single bank and geographic region, which may restrict the generalizability of the findings. This research contributes to the theoretical understanding of how sustainability initiatives can be effectively communicated and perceived through CRM systems, enhancing customer engagement and loyalty. It underscores the importance of aligning CRM strategies with sustainability goals, providing practical insights for banks aiming to enhance their sustainability efforts. The findings support the development of more robust theories around the integration of sustainability into CRM and CSR practices, ultimately contributing to global sustainability targets.

To date, there has been little, if any, holistic evaluation of one of the BankSETA programmes that bank employees are nominated to attend, the Certificate in Management Development (CMD). The programme began in 2010 with the aim of increasing the pool of skills in entry-level management occupations in the banking and micro-finance sector (BankSETA, 2016). In order to verify whether the CMD programme has achieved the purpose for which it was instituted by the BankSETA, it is important that a programme evaluation be conducted. The main aim of this study was to undertake a holistic evaluation of the CMD programme to determine students’ perceptions, their increase in knowledge, their ability to apply on-the-job learning and the impact of the programme on the organisation. It also aimed to identify any barriers or obstacles and to provide recommendations to the BankSETA. Kirkpatrick’s (1996) four-level model of reaction, learning, behaviour and results was used as the theoretical framework for this study. A convergent parallel design was used to gather and analyse the data. The convergent design allowed the researcher to use quantitative and qualitative data-collection methods simultaneously, prioritising the methods equally and keeping each phase independent during analysis, and to then mix the results during the overall interpretation of the findings. The findings of this study highlight the importance of programme evaluation and how indispensable this practice is to the success of any programme. Even though positive results were conveyed at every phase of the study, there are certain areas that can be improved upon in order to maximise the outcomes of the CMD programme. / Business Management / M. Com. (Business Management)

Submitted by paulo junior (paulo.jr@fgv.br) on 2010-03-04T20:00:17Z No. of bitstreams: 1 Sylvia_Re...pdf: 426310 bytes, checksum: b142af85bf8f3d59f2ebfc356864d09f (MD5) / Approved for entry into archive by paulo junior(paulo.jr@fgv.br) on 2010-03-04T20:00:35Z (GMT) No. of bitstreams: 1 Sylvia_Re...pdf: 426310 bytes, checksum: b142af85bf8f3d59f2ebfc356864d09f (MD5) / Made available in DSpace on 2010-03-05T19:13:30Z (GMT). No. of bitstreams: 1 Sylvia_Re...pdf: 426310 bytes, checksum: b142af85bf8f3d59f2ebfc356864d09f (MD5) Previous issue date: 2009-07-30 / The dissertation aimed to identify the main macroeconomic aspects that influence the Asset Management segment in Brazil, a sector which presented a great improvement in the last decade. The method applied was quantitative, using the multiple linear regressions and stood on a data base with 15 macroeconomic variables of the Brazilian economy. The period of analysis was of 14 years (from 1994 to 2008). Because of this study focus, it was necessary to review the literature related to the main changes of the economy and financial sector of the country. Through the analysis, it was possible to realize how high is the correlation among the variables studied and identify which of them influence most in the number of Assets in the brazilian market are: banks; volume of savings deposits and inflation expectation. / A dissertação objetivou identificar os principais determinantes que exercem influência no número de gestoras independentes de recursos de terceiros (Assets) em funcionamento no Brasil, um segmento que apresentou franco crescimento na última década. O método de análise empregado foi quantitativo, utilizando o modelo de regressão linear múltipla, e teve, como base de dados analisados, dados históricos de 15 variáveis macroeconômicas da economia brasileira. O período analisado contempla 14 anos (de 1994 a 2008). Dado o enfoque deste trabalho, considerou-se necessária uma revisão das principais mudanças ocorridas na economia e no setor financeiro do país, bem como seus reflexos nas taxas de juros, níveis de poupança, endividamento interno e externo e no setor bancário. Através da análise realizada foi possível perceber, através do emprego da análise de correlação, que as variáveis macroeconômicas são altamente relacionadas entre si, bem como identificar que as principais variáveis que têm impacto no mercado de Assets em funcionamento são: bancos em funcionamento no país; volume de recursos depositados em poupança e expectativa de inflação.

The thesis examined the comprehensive causal relationship between the banking sector, stock market development and economic growth in a multi-variate framework using Zimbabwean time series data from 1988 to 2015. Three banking sector development proxies (total financial sector credit, banking credit to private sector and broad money M3) and three stock market development proxies (stock market capitalization, value traded and turnover ratio) were employed to estimate both long and short run relationships between banking sector, stock market and economic growth in Zimbabwe. The study employs the vector error correction model (VECM) as the main estimation technique and the autoregressive distributed lag (ARDL) approach as a robustness testing technique. Results showed that in Zimbabwe a significant causal relationship from banking sector and stock market development to economic growth exists in the long run without any feedback effects. In the short run, however, a negative yet statistically significant causal relationship runs from economic growth to banking sector and stock market development in Zimbabwe. The study further concludes that there is a unidirectional causal relationship running from stock market development to banking sector development in Zimbabwe in both short and long run periods. Nonetheless this relationship between banking sector and stock markets has been found to be more significant in the short run than in the long run. The thesis adopts the complementary view and recommends for the spontaneity implementation of monetary policies as the economy grows. Monetary authorities should thus formulate policies to promote both banks and stock markets with corresponding growth in Zimbabwe’s economy. / Business Management / M. Com. (Business Management)

nÃo hà / Em 2008, o mundo se deparou com uma crise econÃmica que abalou as pilastras e confiabilidade no setor bancÃrio mundial. Os bancos se estruturam em um processo defensivo de proteÃÃo de seus ativos. No Brasil, O Governo Federal estimulou os bancos pÃblicos a prover crÃdito no mercado, buscado suavizar os efeitos de fuga de investimento e repatriaÃÃo de cash na recomposiÃÃo dos ativos. A pergunta chave desse artigo Ã: houve alteraÃÃo na Competitividade de Bancos PÃblicos e Privados em Mercados Locais Brasileiros apÃs o ano 2000? Mais de uma dÃcada se passou e refizemos essa verificaÃÃo para dados de 2010, seguindo Bresnahan e Reiss (1991a), e comparamos com o trabalho de Coelho, Pinho e Rezende (2011). Dada a alta concentraÃÃo no setor bancÃrio, como se comportaria uma simulaÃÃo de fusÃo entre os dois maiores bancos pÃblicos brasileiros? Esse trabalho se divide em 03 (trÃs) artigos. No artigo n 1, verificamos se houve mudanÃa na competitividade em bancos pÃblicos e privados para a dÃcada de 2010. Constatamos mudanÃas significativas, com alteraÃÃo da qualificaÃÃo do custo e do processo de estruturaÃÃo da margem preÃo-custo que nos faz inferir numa mudanÃa na composiÃÃo e de estratÃgias dos bancos pÃblicos e privados em uma nova visÃo competitiva do setor. Os bancos pÃblicos nÃo afetam o comportamento dos bancos privados em mercados locais, mas a exigÃncia de tamanho de mercado para a inserÃÃo de um novo concorrente foi reduzida pela alteraÃÃo da estrutura dos custos e influÃncias de efeitos regionais. E se considerÃssemos o mercado com apenas um banco pÃblico? No artigo n 2, refizemos a anÃlise, considerando a CAIXA como o Ãnico banco pÃblico, e encontramos resultados semelhantes a nossa anÃlise revisional de 2010, a notar mais Ãnfase nos efeitos regionais, tanto na reduÃÃo dos custos pra a regiÃo Norte como na alteraÃÃo negativa nos deslocadores de demanda para as regiÃes Sudeste, Sul e Centro-Oeste, bem como influÃncia praticamente nula do Ãnico banco pÃblico â CAIXA na reduÃÃo dos lucros dos bancos privados. No artigo n 3, apresentamos uma anÃlise de simulaÃÃo de fusÃo no setor bancÃrio brasileiro. O objetivo central foi capturar os efeitos da fusÃo entre o Banco do Brasil e a CAIXA em 12 (doze) segmentos/portifÃlios mais significativos do mercado. Os resultados do equilÃbrio pÃs-fusÃo foram obtidos pelo modelo PCAIDS (Proportionality-Calibrated Almost Ideal Demand System), proposto por Epstein e Rubinfeld (2002), que simula a fusÃo de 02 (duas) empresas em um mercado oligopolizado. Os Resultados do exercÃcio de simulaÃÃo confirmaram os aumentos esperados nos âpreÃosâ dos segmentos. Este resultado à condizente com a expectativa de que as fusÃes implicam em aumentos de preÃos de mercado e, sem ganhos de eficiÃncia econÃmica, podem impor perdas para os consumidores. / In 2008, the world faced an economic crisis that shook the pillars and reliability in the global banking sector. Banks are structured in a defensive process of its asset protection. In Brazil, the federal government encouraged public banks to provide credit in the market, sought to soften the investment leakage effects and cash repatriation in the restructuring of assets. The key question that is: was no change in Competitiveness Public and Private Banks in Local Brazilian markets after 2000? More than a decade has passed and redid this check to 2010 data, following Bresnahan and Reiss (1991a), and compared with Coelho's work, Pinho and Rezende (2011). Given the high concentration in the banking sector, would behave as a simulation of a merger between the two largest Brazilian public banks? This work is divided into 03 (three) articles. In Article 1, we check to see if there was a change in competitiveness in public and private banks for the decade to 2010. We found significant changes, by changing the qualification of the cost and price-cost margin of the structuring process that makes us infer a change in the composition and strategies of public and private banks in a new competitive view of the sector. Public banks will affect the behavior of private banks in local markets, but the market size requirement for the inclusion of a new competitor was reduced by changing the cost structure and influences of regional effects. And if we consider the market with only a public bank? In Article 2, redid the analysis, considering CAIXA as the only state-owned bank, and found similar results to our revisional analysis 2010, noted more emphasis on regional effects, both in reducing costs to the North as in the negative change in demand shifters for the Southeast, South and Midwest, and virtually no influence of the only public bank - CAIXA in reducing the profits of private banks. In Article 3, we present a fusion of simulation analysis in the Brazilian banking sector. The main objective was to capture the effects of the merger between Banco do Brazil and CAIXA in 12 (twelve) segments most significant portfolio in the market. The results of the post-merger balance were obtained by PCAIDS model (Proportionality-Calibrated Almost Ideal Demand System), proposed by Epstein and Rubinfeld (2002), which simulates the merger of 02 (two) companies in an oligopoly market. The results of the simulation exercise confirmed the expected increases in "price" of the segments. This result is consistent with the expectation that mergers entail market price increases and without economic efficiency gains, impose losses to consumers.

Hållbar utveckling är ett aktuellt ämne i dagens samhälle och det ställs allt högre krav på att företag ska ta sitt ansvar för att bidra till en hållbar utveckling. Bankerna är de aktörer som kan styra hur kapital ska investeras och har därmed stor makt och mycket att vinna på att främja en hållbar utveckling i samhället. De globala affärsmöjligheterna som marknaden för hållbar utveckling utgör uppskattas att år 2050 uppgå till omkring tre biljoner dollar per år. Banking on shared value (BSV), som är en vidareutveckling av creating shared value, innebär att banker kan generera ekonomiskt värde på ett sätt som samtidigt skapar socialt och miljömässigt värde. Av en granskning som har utförts av Fair Finance Guide framgår det att de sju största bankerna i Sverige får relativt låga hållbarhetsbetyg. Många forskare menar att sustainability management control systems (SMCS), vilket är en en utvecklad modell av Malmi och Browns teori om MCS kan vara nyckeln till att lyckas integrera hållbar utveckling i verksamheten. Det efterfrågas dock fler praktikfall inom området. Syftet med denna studie är att bidra till en ökad förståelse för hur företagsledningen inom banksektorn kan använda SMCS för att integrera hållbar utveckling i sin verksamhet En fallstudie har genomförts av Ekobanken som är den enda svenska bank som är medlem i Global Alliance for Banking on Values och som har fått högst betyg av samtliga banker i Fair Finance Guides granskning. Det empiriska materialet har samlats in med hjälp av intervjuer med två personer inom Ekobankens ledning samt från dokumentstudier. Studien har en abduktiv ansats. Vi har identifierat Ekobankens mest framträdande styrningsverktyg som kulturell styrning som har ett starkt fokus på hållbar utveckling, administrativ styrning och cybernetiska styrningsverktyg. Ekobanken har enligt oss ett väl fungerande SMCS som lyckas med att integrera hållbar utveckling i verksamheten. Vi anser dock inte att Ekobankens arbete med hållbar utveckling kan definieras som BSV fullt ut men att de är den bank i Sverige som i nuläget kommer närmast att uppfylla kraven för BSV. Vi menar därmed att studiens resultat med fördel kan verka inspirerande för andra banker. Det är framförallt Ekobankens transparens, öppna klimat, ledningens engagemang samt deras hållbarhetsredovisning och utlåningspolicy som andra banker, som jobbar mot hållbar utveckling, enligt vår mening bör ta fasta på. / Sustainable development is a topical subject in today's society and there is an increasing demand for companies to take responsibility by contributing to sustainable development. The banks control how capital is invested, thus giving them great power to and a lot to gain from promoting sustainable development in society. The business opportunities from the market for sustainable development is estimated to provide a value of three trillion dollars annually by 2050. Banking on shared value ​​(BSV), which is a further development of creating shared value, means that banks can generate economic value and at the same time create social and environmental value. A review conducted by Fair Finance Guide shows that the seven largest banks in Sweden are performing relatively low results in terms of sustainability. Many researchers argue that sustainability management control systems (SMCS), which is a developed model of Malmi and Brown's theory about MCS, can be the key to successfully integrating sustainable development into the business. However, more practical cases are required in the area. This study aims at contributing to an increased understanding of how corporate governance in the banking sector can use SMCS to integrate sustainable development into the business. A case study has been carried out on Ekobanken, which is the only Swedish bank that is a member of Global Alliance for Banking on Values and has been awarded the highest rating in the Fair Finance Guide´s review. The empirical material has been collected by means of semi-structured interviews with two persons within Ekobanken´s management team as well as documentary studies. The study has an abductive approach. We have identified Ekobanken's most prominent management tools as cultural governance with a strong focus on sustainable development, administrative governance and cybernetic management tools. In our opinion Ekobanken has a successful SMCS that manage to integrating sustainable development into the business. However, Ekobanken's work with sustainable development can, in our opinion, not be fully defined as BSV, but we believe that they are the bank in Sweden that is currently closest to meeting the requirements for BSV. Therefore we mean that the results of this study can be of inspiration for other banks. It is primarily Ekobanken's transparency, open climate, management's commitment, and their sustainability report and lending policy that other banks working towards sustainable development should strive to apply.

Ce travail de recherche porte sur l’évaluation du système d’information (SI) bancaire de front-office. Àtravers un cadre d’analyse sociotechnique, nous avons cherché à identifier les variables et leurs liens àprendre en compte pour évaluer le succès perçu du SI auprès des utilisateurs. La proposition centrale est quele succès perçu du SI bancaire de front-office dépend à la fois de caractéristiques techniques et sociales.Aussi, les spécificités du monde bancaire, l’évolution de l’environnement aussi bien réglementaire queconcurrentiel, nous ont convaincus de la nécessité d’une évaluation appropriée au domaine bancaire. C’estpourquoi ce travail de recherche est composé d’une part d’une approche qualitative exploratoire afind’identifier les variables spécifiques au domaine bancaire, et d’autre part d’une démarche quantitative denature hypothético-déductive.Au final, on propose un modèle composé de huit variables (les qualités de la formation, du système, duservice, de l’information, l’utilisation, la satisfaction, le soutien des managers intermédiaires, les bénéficesnets) expliquant le chemin menant au succès du SI bancaire. L’influence de la participation des utilisateurs àune phase de projet concernant le SI, ainsi que celle des caractéristiques sociodémographiques desrépondants ont été analysées.Ce modèle constitue à la fois un apport théorique, mais aussi managérial puisque les banques disposentmaintenant d’un instrument leur permettant de mesurer le succès de leur SI.Ce travail souligne l’importance de certaines variables, et met en évidence des liaisons spécifiques audomaine bancaire. / This research focuses on evaluating the banks’ front office information system (IS). By using asociotechnical analysis frame, we wished to identify the variables and the links that have to be taken intoaccount in order to evaluate the perceived IS success among users. The main proposal is that this perceivedsuccess depends on characteristics which are both technical and social ones. At the same time, we wereconvinced by the bank specificities, rules and competition evolution, that an evaluation, peculiar to the fieldof the banks, is necessary. This is why this research uses at the same time a qualitative approach, to identifythe specific variables in the bank world, and a quantitative approach based on hypothesis and deduction.We finally propose a model showing eight variables (the qualities of the training, the system, the service, theinformation, the use, the satisfaction, the middle managers’ support, the net profit) which enlight the wayleading to the success of bank IS. Both users’ participation to a IS step of a project and the surveyed people’ssociodemographic characteristics were analysed. This model both provides a theoretical and managerialaspect, since the banks now have a tool measuring the success of their Information System. This workemphasizes the weight of some variables and highlights some links specific to the banks field.