Using an already developed model for measuring the quality of online services, the authors of this thesis have developed and later on modified a theoretical model (instrument) for measuring the quality of online banking services in particular. Using quantitative research method including the design and distribution of a questionnaire, empirical data was collected on which statistical analysis has been performed. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality of online banking services includes four quality dimensions (Service Performance, Website Characteristics, Communication and Efficiency) with total of 17 items (questions). Furthermore, based on the modified theoretical model, customer satisfaction with different aspects of the online banking services has been evaluated. Based on the results of the Analysis of the Empirical Data, managerial recommendations are given. Suggestions for further research on quality of online banking services are also offered.

<p>Using an already developed model for measuring the quality of online services, the authors of this thesis have developed and later on modified a theoretical model (instrument) for measuring the quality of online banking services in particular. Using quantitative research method including the design and distribution of a questionnaire, empirical data was collected on which statistical analysis has been performed. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality of online banking services includes four quality dimensions (Service Performance, Website Characteristics, Communication and Efficiency) with total of 17 items (questions). Furthermore, based on the modified theoretical model, customer satisfaction with different aspects of the online banking services has been evaluated. Based on the results of the Analysis of the Empirical Data, managerial recommendations are given. Suggestions for further research on quality of online banking services are also offered.</p>

Thesis (M.B.A.)--University of Hong Kong, 1998. / Includes bibliographical references (leaf 79-82).

Este trabalho discute o mercado brasileiro de meios eletrônicos de pagamentos. O objetivo principal deste estudo é analisar os impactos causados pela evolução tecnológica do mercado brasileiro de meios de pagamentos eletrônicos, enfatizando a inovação e a ampliação dos serviços financeiros aos seus usuários. Para tanto, inicia com uma retrospectiva sobre as formas assumidas pela moeda, ao desempenhar uma de suas principais funções: ser um meio de troca ou de pagamento. A inovação é discutida a partir da revisão bibliográfica, que revisita desde autores renomados da teoria econômica, como Joseph Schumpeter, até publicações contemporâneas nas áreas de tecnologia da informação e de serviços. A caracterização do mercado de meios eletrônicos de pagamentos preocupa-se em evidenciar tanto aspectos quantitativos, que denotam o pujante crescimento deste mercado no Brasil e no mundo, como fatos que elucidam a interação deste segmento com a sociedade, em sua busca por maior bem-estar. O desenvolvimento da parte empírica conta com os dados sobre o uso do dispositivo mobile cedidos por uma instituição financeira. Os resultados provenientes da amostra verificada permitiram expandir a hipótese original, a saber, que o dispositivo mobile, além de ser considerado uma combinação inovadora, à luz da compreensão dos modelos e teorias abordados, é capaz de promover o melhor acesso e uso de serviços financeiros aos seus usuários. / This work deals with the Brazilian market for electronic payments. The aim of this study is to analyze the impacts of technological developments in the Brazilian market for electronic payments, emphasizing innovation and the expansion of financial services to its users. To accomplish that, it begins with a retrospective on the forms assumed by currency, to perform one of its main functions: to be a medium of exchange or of payments. Innovation is discussed by means of a brief literature review, revisiting from renowned authors of economic theory, like Joseph Schumpeter, to contemporary publications in the areas of technology information and services. The characterization of the market for mobile devices seeks to show both quantitative aspects that highlight the booming growth of this market in Brazil and the world, as well as facts elucidating the interaction of this segment with society, in their quest for greater well-being. The development of the empirical part includes the data obtained from a financial institution. The results from the sample verified allowed us to expand the original hypothesis that the mobile device, besides being an innovative gadget, in the light of understanding of the models and theories, is equally able to promote access and better use of financial services to its users.

Este trabalho discute o mercado brasileiro de meios eletrônicos de pagamentos. O objetivo principal deste estudo é analisar os impactos causados pela evolução tecnológica do mercado brasileiro de meios de pagamentos eletrônicos, enfatizando a inovação e a ampliação dos serviços financeiros aos seus usuários. Para tanto, inicia com uma retrospectiva sobre as formas assumidas pela moeda, ao desempenhar uma de suas principais funções: ser um meio de troca ou de pagamento. A inovação é discutida a partir da revisão bibliográfica, que revisita desde autores renomados da teoria econômica, como Joseph Schumpeter, até publicações contemporâneas nas áreas de tecnologia da informação e de serviços. A caracterização do mercado de meios eletrônicos de pagamentos preocupa-se em evidenciar tanto aspectos quantitativos, que denotam o pujante crescimento deste mercado no Brasil e no mundo, como fatos que elucidam a interação deste segmento com a sociedade, em sua busca por maior bem-estar. O desenvolvimento da parte empírica conta com os dados sobre o uso do dispositivo mobile cedidos por uma instituição financeira. Os resultados provenientes da amostra verificada permitiram expandir a hipótese original, a saber, que o dispositivo mobile, além de ser considerado uma combinação inovadora, à luz da compreensão dos modelos e teorias abordados, é capaz de promover o melhor acesso e uso de serviços financeiros aos seus usuários. / This work deals with the Brazilian market for electronic payments. The aim of this study is to analyze the impacts of technological developments in the Brazilian market for electronic payments, emphasizing innovation and the expansion of financial services to its users. To accomplish that, it begins with a retrospective on the forms assumed by currency, to perform one of its main functions: to be a medium of exchange or of payments. Innovation is discussed by means of a brief literature review, revisiting from renowned authors of economic theory, like Joseph Schumpeter, to contemporary publications in the areas of technology information and services. The characterization of the market for mobile devices seeks to show both quantitative aspects that highlight the booming growth of this market in Brazil and the world, as well as facts elucidating the interaction of this segment with society, in their quest for greater well-being. The development of the empirical part includes the data obtained from a financial institution. The results from the sample verified allowed us to expand the original hypothesis that the mobile device, besides being an innovative gadget, in the light of understanding of the models and theories, is equally able to promote access and better use of financial services to its users.

Thesis (M. Dev.) --University of Limpopo, 2013 / Rural areas of Zimbabwe suffered acute shortage of banking services. Conventional banks feared high transaction costs and lack of collateral associated with this market segment. This research aimed at evaluating impact of microfinance on rural farming sector. Finding out the general banking and microfinance situation, appraising scheme impact and making recommendations were the research’s objectives. A descriptive research design was used. A population of 3,400 members constituting 289 Investment Groups (IGs) was used. Quota and purposive sampling were used to select 20 IGs and 154 individual respondents. Sample survey, Focus Group Discussions (FGD) and Key Informant Interviews (KII) were data collection methods. The survey findings showed that the five Department For International Development’s (DFID’s) Sustainable Livelihoods Approach (SLA) asset bases increased more for the treatment than the control groups, signifying microfinance impact. Wealth ranking, meant to triangulate survey results, depicted upward mobility of groups; old ones transcending to rich categories while the new moved into top poor rank, also demonstrating impact. Further, scheme achieved women empowerment basing on their numerical predominance and improved self-confidence, signifying impact. The study recommends that Farmers’ Association of Community self-Help Investment Groups (FACHIG) resuscitated its savings component using the Self-Help Group (SHG) thrift approach to ensure scheme sustainability. In addition, climate change, a phenomenon which increased droughts, could have dampened impact. However, the research did not delve into this area, compelling a future study.

Структура магистерской диссертации включает в себя введение, три главы, заключение, список использованных источников и приложения. В первой главе раскрыта сущность и определены классификации банковских продуктов и услуг, а также раскрыта особенность предоставления банковских продуктов и услуг для юридических лиц. Во второй главе представлена экономическая характеристика банка ПАО «ВТБ» и проанализированы банковские продукты и услуги для юридических лиц в коммерческом банке ПАО «ВТБ». В третьей главе определены актуальные проблемы развития банковских продуктов и услуг для юридических лиц в коммерческом банке ПАО «ВТБ», а также в России. В заключении подведены основные итоги исследования, а также сделаны основные вывод. / The structure of the master's thesis includes an introduction, three chapters, conclusion, list of references and appendices. The first chapter reveals the essence and defines the classification of banking products and services, and also discloses the peculiarity of the provision of banking products and services for legal entities. The second chapter presents the economic characteristics of VTB Bank and analyzes banking products and services for legal entities in the commercial bank of VTB PJSC. The third chapter identifies the pressing problems of developing banking products and services for legal entities in the commercial bank of VTB PJSC, as well as in Russia. In conclusion, the main results of the study are summarized, and the main conclusion is made.

Le rôle des banques dans l’économie est suffisamment important pour constituer un pilier central de l’économie nationale, et donc, un de leurs objectifs majeur doit être de servir la communauté dans laquelle elles opèrent, de financer et d’encourager l’investissement afin de créer des richesses. Compte tenu de l’importance de ce secteur, il convient de mesurer ses rendements, d’évaluer son efficacité et de tester la qualité de ses services, afin de l’améliorer et de le développer. Notre recherche vise à tester l’effet des facteurs culturels de la société dans le niveau de qualité des services bancaires du point de vue des clients. / The role of banks in the economy is very important to be a central pillar of the national economy, and therefore, one of their major objectives must be to serve the community in which they operate, fund and encourage investment to create wealth.Given the importance of this sector, it is necessary to measure its performance, evaluate its effectiveness and to test the quality of its services, in order to improve and develop. Our research aims to test the effect of cultural factors of the society in the quality of banking services from the perspective of customers.

O setor de serviços, onde os bancos estão inseridos, se caracteriza pelo o uso intenso de recursos humanos, grande heterogeneidade de atividades e simultaneidade entre produção e consumo de produtos/serviços. Este contexto torna bastante complexo e desafiador a proposição de especificações de qualidade que contribuam com o aumento da satisfação e da lealdade dos clientes. Embasado em fundamentação teórica sobre os temas setor de serviços, qualidade, satisfação, imagem corporativa, lealdade e valores humanos, este trabalho se propôs a buscar uma melhor compreensão sobre como estes fatores atuam em uma agência bancária. O estudo foi executado em uma agência bancária de médio porte localizada na região metropolitana de São Paulo. Para cumprir com os objetivos de pesquisa foram realizadas entrevistas, observações durante o expediente bancário e pesquisa de campo com 202 clientes. A fase qualitativa, composta pelas entrevistas e pelas observações, foi transcrita e consolidada segundo a relevância das informações colhidas; na fase quantitativa, após a coleta de dados, foram realizadas análises estatísticas em contexto univariado, bivariado e multivariado por meio das técnicas de Análise fatorial, Análise de conglomerados, Análise de regressão logística e Modelagem de equações estruturais. Os resultados indicam que a qualidade funcional é o fator mais importante da qualidade na agência bancária objeto de estudo. O estudo demonstrou, também, que a capacidade de compreender as necessidades individuais, um relacionamento comercial pautado na transparência e na integridade e o valor humano de responsabilidade sócio-ambiental contribuem na diferenciação entre clientes leais e não leais a agência bancária em questão. O trabalho também indicou que há uma relação direta entre os construtos Lealdade, Qualidade, Satisfação e Valores humanos. / The service sector, in which banks have been inserted, is characterized by the intense use of human resources, heterogeneity and simultaneity of activities between production and consumption of products / services. This condition makes it quite complex and challenging proposing quality specifications that contributes to increase customer satisfaction and loyalty. Based in theoretical grounding on service\'s sector main themes, such as quality, satisfaction, loyalty, corporate image and human values issues, this study proposes to seek a better understanding of how these factors work in a bank. The study had been performed in a midsize bank agency located in the metropolitan region of São Paulo. To accomplish research goals, interviews, observations during business hours and fieldwork surveys were made with 202 clients. In the qualitative step, which is consisted by the interviews and observations, the information has been transcribed and consolidated according to relevance. In the quantitative step, after data collection, statistical analyzes were performed in univariate context, bivariate and multivariate analysis through factorial analysis techniques, cluster analysis, logistics regression analysis and structural equation modeling. The results suggests that functional quality is the most important factor in the quality of bank\'s agency object of study. The study also evidenced that the ability to understand individual needs, a business relationship built on transparency and integrity and the human value of social and environmental responsibility contributes in differentiating loyal and non-loyal agency\'s customers. The study also indicated that there is a direct relation between the Loyalty, Quality, Satisfaction and human values constructs.

Thesis (LLM. (Management and Law)) -- University of Limpopo, 2013 / Rural areas of Zimbabwe suffered acute shortage of banking services. Conventional banks feared high transaction costs and lack of collateral associated with this market segment. This research aimed at evaluating impact of microfinance on rural farming sector. Finding out the general banking and microfinance situation, appraising scheme impact and making recommendations were the research’s objectives. A descriptive research design was used. A population of 3,400 members constituting 289 Investment Groups (IGs) was used. Quota and purposive sampling were used to select 20 IGs and 154 individual respondents. Sample survey, Focus Group Discussions (FGD) and Key Informant Interviews (KII) were data collection methods. The survey findings showed that the five Department For International Development’s (DFID’s) Sustainable Livelihoods Approach (SLA) asset bases increased more for the treatment than the control groups, signifying microfinance impact. Wealth ranking, meant to triangulate survey results, depicted upward mobility of groups; old ones transcending to rich categories while the new moved into top poor rank, also demonstrating impact. Further, scheme achieved women empowerment basing on their numerical predominance and improved self-confidence, signifying impact. The study recommends that Farmers’ Association of Community self-Help Investment Groups (FACHIG) resuscitated its savings component using the Self-Help Group (SHG) thrift approach to ensure scheme sustainability. In addition, climate change, a phenomenon which increased droughts, could have dampened impact. However, the research did not delve into this area, compelling a future study.