This thesis has presented a case study of the development and introduction of a corporate identity program for a major Midwestern financial institution. It describes the process by which the program was undertaken, describes the pretesting of the program, and then describes the quantitative research used to measure the effectiveness of the corporate identity program and the results of the research.The thesis also reviews the available literature on measuring the effectiveness of corporate identity programs for business institutions and suggests opportunities for further research in this area.

Thesis (M.Com. (Communication Management))-University of Pretoria, 2003. / Includes bibliographical references. Available on the Internet via the World Wide Web.

Thesis (MTech (Marketing))--Cape Peninsula University of Technology, 2016. / By virtue of existence, a brand has a history, and probably an envisaged future. Collectively these variables are understood to be central to a brand’s identity formulation. However, there are various other elements that may inform brand identity construction. This study investigated brand identity formulation of a bank brand in the South African banking sector. In essence, the current study probed variables or elements that inform brand identity formulation, in this service oriented sector. It is understood that individual human identities can collectively influence the formulation of an institution’s brand identity, among other factors. Therefore, a question arises whether academic brand identity theory and practice are congruent in service sectors, particularly the South African banking sector. Dominated by few major banks, the South African banking sector is characterised by an oligopolistic market structure, where services provided are seen to be generic. Hence, the current inquiry on the practice (or lack thereof) of brand identity theory for differentiation, and distinction purposes. In this regard, Nedbank was used as a reference institution. In essence, Nedbank brand identity was investigated.

by Lam Yin-shing Donald & Ho Chi Hung. / Includes Chinese questionnarie. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1993. / Includes bibliographical references (leaves 103-107). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vi / ACKNOWLEDGEMENTS --- p.viii / Chapter / Chapter I. --- INTRODUCTION --- p.1 / The Banking Industry --- p.1 / Corporate Banking in Hong Kong --- p.4 / Market Characteristics of Corporate Sector --- p.13 / Chapter II. --- THIS STUDY --- p.16 / Purpose of the Study --- p.16 / Justification of the Study --- p.16 / Scope of the Study --- p.20 / Chapter III. --- RESEARCH METHODOLOGY --- p.22 / Research Design --- p.22 / Sample Selection --- p.23 / Survey Design --- p.23 / Questionnaire Development --- p.24 / Timing of the Survey --- p.25 / Chapter IV. --- ANALYSIS OF FINDINGS --- p.26 / Response Rate --- p.26 / Demographics of the Samples --- p.27 / The Most Important Banks --- p.35 / Usage of Banking Services --- p.38 / Factors Inducing Bank Switching --- p.44 / The Best Banks --- p.49 / Determinant Attributes of Banks / Banking Services Excluding Lending Policy --- p.50 / Bank's Lending Policy re Determinant Attributes --- p.54 / Chapter V. --- LIMITATIONS OF THE STUDY --- p.57 / Non-Response Bias --- p.57 / Response Bias --- p.58 / Sample Selection Bias --- p.59 / Language Used in Questionnaire --- p.60 / Chapter VI. --- COMPARISON OF STUDIES --- p.61 / Studies in Other Parts of the World --- p.63 / Study of KK Chan and S M Ma --- p.67 / Chapter VII. --- RECOMMENDATIONS --- p.74 / Market Segmentation --- p.75 / Market Positioning --- p.77 / Marketing Strategies --- p.78 / Other Recommendations --- p.81 / Directions for Future Research --- p.85 / Chapter VIII. --- CONCLUSIONS --- p.86 / APPENDICES --- p.88 / BIBLIOGRAPHY --- p.103

The Internet has had and will continue to have a major impact in the way in which banking business is conducted. This dissertation primarily considers the allocation of risks associated with Internet banking and in doing so considers the role of trade usage in Internet banking. The question of what the Internet is and more specifically what constitutes Internet banking is addressed. In order to have an understanding of the allocation of risks in Internet banking a good understanding of the traditional bank-customer relationship is necessary. The contractual basis for this relationship is discussed. The duties of the bank and the customer are discussed. In this regard the duty of a bank to act in terms of its customers mandate, the banks duty of confidentiality and the customers duty to exercise reasonable care are considered. The concept of a customer is briefly discussed. As trade usage plays a significant role in the contract between the bank and its customer, attention is given to the requirement for the recognition of a trade usage generally and more particularly in South Africa. The effect of Internet banking on the traditional bank-customer relationship is considered. The fact that a bank is still required to act in terms of its customer's mandate but is unable to identify is examined. As most Internet banking contracts impose an obligation on the customer to take security precautions and also limit the liability of banks, consideration is finally given to the possibility that the practices of banks in regard to Internet banking may have acquired the status of trade usage in this particular sphere of banking. / LL.M. (Banking Law)

This study examined the organization, goals and scope of the public relations activity of the First National Bank of Fort Worth, Texas. The study's purpose was to examine the public relations function, department structure, process by which goals and policies are determined, the bank's practice of public relations and the process by which effectiveness is evaluated. The bank satisfactorily met several criteria for public relations effectiveness, but the staff was hampered by a lack of formal goals, philosophy or measurement criteria. The study found the bank's senior management to have a passive attitude toward public relations and to discern it ultimately as a marketing or sales promotion tool. The study recommended establishing formal goals, policies and evaluation criteria.

The Internet has had and will continue to have a major impact in the way in which banking business is conducted. This dissertation primarily considers the allocation of risks associated with Internet banking and in doing so considers the role of trade usage in Internet banking. The question of what the Internet is and more specifically what constitutes Internet banking is addressed. In order to have an understanding of the allocation of risks in Internet banking a good understanding of the traditional bank-customer relationship is necessary. The contractual basis for this relationship is discussed. The duties of the bank and the customer are discussed. In this regard the duty of a bank to act in terms of its customers mandate, the banks duty of confidentiality and the customers duty to exercise reasonable care are considered. The concept of a customer is briefly discussed. As trade usage plays a significant role in the contract between the bank and its customer, attention is given to the requirement for the recognition of a trade usage generally and more particularly in South Africa. The effect of Internet banking on the traditional bank-customer relationship is considered. The fact that a bank is still required to act in terms of its customer's mandate but is unable to identify is examined. As most Internet banking contracts impose an obligation on the customer to take security precautions and also limit the liability of banks, consideration is finally given to the possibility that the practices of banks in regard to Internet banking may have acquired the status of trade usage in this particular sphere of banking. / LL.M. (Banking Law)

M.Comm. (Marketing Management) / As the South African banking industry is becoming more competitive due to new entrants and competitive offerings it is important to establish relationships with customers to maintain a competitive advantage. For South African banks to form relationships with customers, they need to understand their customers and what customers require from the relationship. For that reason, South African banks need to identify dimensions of customer relationship management (CRM) to build upon in strengthening their relationships with customers. As South Africa has experienced a rise in the spending power of black generation Y’s, this demographic requires further investigation. South African banks should realise that this market has significant potential in terms of profitability and it is important to determine which dimensions of customer relationship management this market prefers in order to build and further strengthen relationships. The primary objective of the study was to determine black generation Y’s expectations of customer relationship management offered by their banks especially targeting generation Y adults within the Gauteng area. The study aimed at identifying customer relationship management dimensions and investigating black generation Y adults’ expectations toward those dimensions. The study further investigated whether black generation Y adults were satisfied with their banks and whether their satisfaction will lead to relationship intention and loyalty. The study focused on CRM dimensions identified from previous literature namely service quality, customisation, two-way communication, technology (the use of), commitment and convenience. Quantitative research methods were then used by means of a questionnaire that was distributed through convenience sampling to respondents throughout selected shopping malls in the Gauteng area. In order to measure expectations, satisfaction, relationship intention and loyalty constructs, only respondents who have banked with one of the four major banks (ABSA, FNB, Nedbank and Standard Bank) for a period of three or more years between the ages of 21-34 were asked to participate in the study. A total of 581 questionnaires were retained for data analysis. Results indicated that respondents had high expectations for the customer relationship management dimensions offered by their banks but specifically with the dimensions of convenience and technology. Respondents also indicated that they are satisfied with their current banks and are willing to continue their relationships with their banks and remain loyal. These results could benefit the South African banking industry in that it provides insights into black generation Y adults as well as provide insights into possible CRM strategies banks could consider. The results of the study confirm that customer satisfaction influences relationship intention and retention. Banks therefore need to ensure that customers are satisfied to ensure loyal customers in the long-term. In making recommendations for future studies, it was suggested that this study also be done on other cohorts such as Generation X as well as to conduct a follow up study which include new and upcoming banks such as Capitec Bank within the South African banking industry.

The success of an organisation in what is now a dynamic and increasingly competitive business environment relies on an engaged workforce, achieved through internal communication. Engaged employees are generally more productive, resulting in better-performing organisations. This indicates that engaged employees do not only provide organisations with substantial benefits but can also be valuable assets to their organisations. Additionally, internal communication, which influences employee engagement behaviours, has been shown to provide numerous benefits to organisations, namely advocacy, ambassadorship, commitment, competitive advantage, decreased turnover, innovation, satisfaction, and trust. Therefore, it can be argued that a crucial link exists between internal communication and employee engagement. The purpose of this study was to develop an internal communication conceptual framework that contributes to employee engagement. This conceptual framework was customised for the South African banking sector. Qualitative data was collected through a review of available literature in the internal communication and employee engagement fields, and face-to-face interviews with four senior internal communications managers. Quantitative data was collected through a web-based self-administered survey questionnaire hosted on SurveyMonkey. Therefore, a mixed-methods research approach was used for this study. The findings of the study confirmed the link between internal communication and employee engagement. Thus, internal communication is an important determinant of employee engagement. It was also found that South Africa’s “big four” banks use traditional and innovative internal communication channels to effectively communicate with their targeted audience. Lastly, the internal communication elements that make up the conceptual framework of employee engagement were developed, namely Collaboration/ Cross-Functional Planning, Partner with Human Resources Function, Communication Channels, Two-Way Communication with Leaders, Counsel, and Measure Internal Communication Effectiveness. It is argued that the proposed v conceptual framework adequately addresses the role of internal communication and its key function within an organisation. The study is particularly significant because it extends current literature on internal communication and employee engagement in the South African banking sector and confirms that internal communication is indeed important for employee engagement. Academically, the study added to the current body of knowledge in the field of communication. The findings of this study can be used by South African banks and other businesses as a guide to conduct their internal communication to achieve employee engagement. / Communication Science / D. Lit. Phil. ( Communication)

The concept of SIC in the banking circle specifically in Ghana and generally in Africa has raised concerns for research because it concerns the management of the processes of communication strategies to achieve communication goals. Previously, the banking reports of Ghana required that the stakeholders of industries be well-informed using the comprehensive communication plan; however, it appears that different trends of communication strategies have been adopted recently. To this end, this study explored 3 banks operating in Accra to determine their strategic integrated communication practices with stakeholders. Using the Media Richness Theory and the Two-Way Symmetrical Model of Communication, the study analysed data obtained through in-depth interviews from staff of the banks and some documents accessed from the banks. The findings indicated that the banks need to review strategies for client satisfaction and loyalty as an output of strategically integrating communication efforts. The study concludes that bank interactivity must be conducted strategically and efficiently to achieve the best communication results. / Communication Science / Ph. D.