by Daisy Cheng Siu-ling, Andrew Mak Yip-shing. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1981. / Bibliography: leaves 76-77.

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 Sin Chui-Yi Abby. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1992. / Includes bibliographical references (leaves 106-109). / ACKNOWLEDGEMENTS --- p.i / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / LIST OF TABLES --- p.v / LIST OF FIGURES --- p.vii / CHAPTER / Chapter I. --- INTRODUCTION --- p.1 / Objectives --- p.4 / Chapter II. --- METHODOLOGY --- p.5 / Secondary Research --- p.5 / Primary Research --- p.5 / Definition --- p.8 / Limitations --- p.8 / Chapter III. --- THE CHINA BANKING SYSTEM --- p.10 / Banking Structure --- p.10 / Banking Reform --- p.14 / Chapter IV. --- FOREIGN BANKS IN CHINA --- p.17 / Representative Office --- p.20 / Branches --- p.23 / Distribution --- p.25 / Customers of the Foreign Banks --- p.32 / Services Provided by the Foreign Banks --- p.33 / Commercial loans --- p.33 / Project financing --- p.38 / Trade financing --- p.41 / Advisory services and consultation --- p.43 / Chapter V. --- JAPANESE BANKING ACTIVITIES IN THE PRC --- p.45 / Growth of Japanese Banks --- p.45 / Historical Development of Japanese Banks in the PRC --- p.46 / Operations of Japanese Banks in the PRC --- p.49 / Japanese Banks in Hong Kong --- p.54 / Chapter VI. --- FINDINGS OF THE SURVEY --- p.55 / Company Profile --- p.55 / Motives for Entry --- p.57 / Time Span --- p.60 / Business Objectives --- p.62 / Banking Services --- p.63 / Major Problems Encountered --- p.66 / Attitudes towards Risks and Overall Investment Climate --- p.70 / Attitudes towards Risks --- p.70 / Attitudes towards Overall Investment Climate --- p.77 / Competitive Advantages of Japanese Banks --- p.80 / Business Results to date Measured up to Expectation --- p.82 / Chapter VII. --- SUMMARY AND CONCLUSION --- p.84 / Highlights of the Findings of the Survey --- p.84 / Conclusions --- p.86 / APPENDICES --- p.87 / BIBLIOGRAPHY --- p.106

by Wong Pik-wan. / Summary in Chinese on endpapers. / Thesis (M.Comm.)--Chinese University of Hong Kong, 1969. / Selected bibliography: l.122-123.

Summary in Chinese. / Thesis (M.B.A.)--The Chinese University of Hong Kong. / Bibliography: leaves 90-91.

by Chan Chi Kan. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1987. / Bibliography: leaves 57-59.

by Chan Lai-ming, Raymond, Mok Ngai-shun, Esmond. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1988. / Bibliography: leaves 65-68.

by Dai Sek-Hang Jennifer. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1987. / Bibliography: leaves 53-54.

by Lau Man Pong, Siu Lai Lai Ying, Joan, Tsui Siu Kwan, Stephen. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1995. / Includes bibliographical references (leaves 120-121). / Abstract --- p.i / Table of Contents --- p.ii / List of Tables --- p.iii / List of Appendies --- p.iv / Chapter / Chapter I. --- "An, Overview of BIS Rulings" --- p.1-2 / Chapter 1.1 --- Definition --- p.2-8 / Chapter 1.2 --- Reasons For the creation of BIS Ruling on Capital Adequacy --- p.8-10 / Chapter II. --- The Banking Industry of Hong Kong --- p.11 / Chapter 2 .1 --- Backgound --- p.11-12 / Chapter 2 .2 --- Lending Activities Of Hong Kong's Commercial Banks In 1993 --- p.12-14 / Chapter 2.3 --- Application Of Capital Adequacy Ratio In Hong Kong --- p.14-16 / Chapter III . --- Objective of the study --- p.17-19 / Chapter IV. --- Research Methodology --- p.20 / Chapter 4.1 --- Research Design --- p.20 / Chapter 4.2 --- Data Collection Method --- p.20 / Chapter 4.2.1 --- Questionnaire --- p.20-21 / Chapter 4.2.2 --- Direct interview --- p.21 / Chapter 4.3 --- Sampling Method --- p.22 / Chapter 4.4 --- Analysis Techniques --- p.22-23 / Chapter V. --- Research Findings --- p.24 / Chapter 5.1 --- Introductions --- p.24-25 / Chapter 5.2 --- Limitations On Data Analysis --- p.26 / Chapter 5.3 --- Data Analysis --- p.27 / Chapter 5.3.1 --- Section A: Opinion Towards BIS Standard On CAR --- p.27-36 / Chapter 5.3.2 --- Section B： Bank' s Reaction --- p.36-41 / Chapter VI. --- Conclusions --- p.42-44 / Appendix --- p.45-119 / Bibliography --- p.120-121

Summary in Chinese. / Thesis (M.B.A.)--Chinese University of Hong Kong. / Bibliography: p. l. 111-115.