by Vivien W.Y. Pau & Samuel S.K. Wan. / Bibliography: leaves 159-160 / Thesis (M.B.A.)--Chinese University of Hong Kong, 1984

by Chan Kit Ping, Wendy. / Includes questionnaire in Chinese. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1994. / Includes bibliographical references (leaves 50-52). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF FIGURES --- p.vi / LIST OF TABLES --- p.vii / ACKNOWLEDGEMENT --- p.viii / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- FACTORS THAT CONTRIBUTE TO THE DEVELOPMENT OF TELEPHONE BANKING SERVICE IN HONG KONG --- p.7 / High Telephone Usage in Hong Kong --- p.7 / Telephone Banking Service as Differentiation Weapon --- p.8 / Hectic Life Style of Hong Kong People --- p.8 / High Property Prices in Hong Kong --- p.8 / Labor Shortage in Hong Kong --- p.9 / Chapter III. --- INDUSTRY REVIEW --- p.10 / Development of Telephone Banking Service in Hong Kong --- p.10 / Procedure of Using Telephone Banking Service --- p.12 / Variants of Telephone Banking Services --- p.16 / Chapter IV. --- LITERATURE REVIEW --- p.20 / Adoption of a Service Innovation --- p.21 / Adoption of New Banking Technology --- p.21 / Hypotheses Setting --- p.25 / Chapter V. --- RESEARCH METHOD --- p.27 / Research Information Needed --- p.27 / Research Design --- p.29 / Demographic Characteristics of the Sample --- p.33 / Chapter VI. --- RESEARCH ANALYSIS --- p.34 / Awareness of Telephone Banking Service in Hong Kong --- p.34 / Way of Learning about Telephone Banking Service --- p.34 / Adoption of the Service --- p.35 / Reasons for Using the Service --- p.35 / Frequency of Using Telephone Banking Services --- p.36 / Most Frequently Used Services --- p.36 / Satisfaction Level of Users --- p.37 / Reasons for Not Using the Service --- p.37 / Attitude Towards Telephone Banking Service --- p.37 / Psychographic Characteristics of Users vs Non-users --- p.38 / Chapter VII. --- RECOMMENDATIONS --- p.40 / Ways to Recruit New Users --- p.40 / Ways to Encourage More Usage from Existing Users --- p.43 / Operational Recommendations --- p.44 / Chapter VIII. --- LIMITATIONS AND SUGGESTIONS --- p.46 / Questionnaire Setting --- p.45 / Sample Size --- p.47 / The Use of Personal Questions --- p.48 / Suggestions for Future Researches --- p.48 / BIBLIOGRAPHY --- p.50 / APPENDIX --- p.53 / Questionnaire --- p.53 / Figures 1-13 --- p.63-80 / Tables 1-13 --- p.81-93

by Fok Yin-mei and Leung Suk-yee. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1994. / Includes bibliographical references (leaves 17-19). / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.v / LIST OF TABLES --- p.viii / ACKNOWLEDGEMENTS --- p.ix / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Background of the Study --- p.1 / Objectives of the Study --- p.8 / Chapter II. --- RELATIONSHIPS BETWEEN COMPANIES AND THEIR BANKS： FURTHER REMARKS AND LITERATURE REVIEW --- p.9 / Dynamics in the Management of Corporate Banking Relationships --- p.9 / Companies' Bank Selection Behaviors --- p.12 / Bibliography --- p.17 / Books --- p.17 / Periodicals --- p.17 / Chapter III. --- METHODOLOGY --- p.20 / Qualitative Study --- p.20 / Quantitative Study --- p.21 / Questionnaire Design --- p.21 / Population and Sampling --- p.22 / Data Processing --- p.23 / Chapter IV. --- FINDINGS AND ANALYSIS: QUALITATIVE STUDY --- p.24 / Initial Screening --- p.24 / Credit Analysis --- p.25 / Granting Credit --- p.28 / Credit Monitoring and Control --- p.29 / How Do Banks Develop and Maintain Relationships with Clients? --- p.30 / Chapter V. --- FINDINGS AND ANALYSIS: QUANTITATIVE STUDY --- p.33 / The Research Sample --- p.33 / Bank Selection --- p.34 / Bank Usage --- p.35 / Split Banking --- p.37 / Bank Switching --- p.38 / Perceived Importance of Bank Attributes in Major Bank Selection --- p.39 / Basic Bank Attributes --- p.39 / Bank's Image --- p.40 / Lending Policy --- p.41 / Product Quality --- p.41 / Account Officers --- p.42 / Pricing Factors --- p.43 / Usage of Financial Institutions Other Than Banks --- p.43 / Other Findings --- p.44 / Chapter VI. --- RECOMMENDATIONS --- p.47 / Product Development --- p.47 / Improving the Performance of Account Officers --- p.48 / Marketing Strategies --- p.49 / Bank's Image --- p.51 / Pricing Strategies --- p.52 / Accountant's Role in the Banking Relationships --- p.53 / Chapter VII. --- CONCLUSION --- p.56 / APPENDICES / Chapter 1. --- QUESTIONNAIRE FOR BANKERS --- p.57 / Chapter 2. --- QUESTIONNAIRE FOR CLIENT COMPANIES --- p.58 / Chapter 3. --- COVERING LETTER --- p.63 / Chapter 4. --- COMPANIES' HEADQUARTERS --- p.64 / Chapter 5. --- INDUSTRIES IN WHICH COMPANIES WERE PRINCIPALLY ENGAGED --- p.65 / Chapter 6. --- COMPANIES' NUMBER OF PERMANENT EMPLOYEES --- p.66 / Chapter 7. --- COMPANIES' YEARS OF ESTABLISHMENT --- p.67 / Chapter 8. --- COMPANIES' FORM OF OWNERSHIP --- p.68 / Chapter 9. --- THE RESPONSIBILITY OF SELECTING THE MAJOR BANK IS --- p.69 / Chapter 10. --- WHO ARE RESPONSIBLE FOR SELECTING THE MAJOR BANK? --- p.70 / Chapter 11. --- INFORMATION SOURCES USED IN SELECTING THE MAJOR BANK --- p.71 / Chapter 12. --- BANKS EMPLOYED BY COMPANIES --- p.72 / Chapter 13. --- NUMBER OF BANKS USED BY COMPANIES --- p.73 / Chapter 14. --- REASONS FOR USING MORE THAN ONE BANK --- p.74 / Chapter 15. --- HOW LONG COMPANIES HAVE WORKED WITH THEIR MAJOR BANK? --- p.75 / Chapter 16. --- FACTORS FOR SWITCHING THE MAJOR BANK --- p.76 / Chapter 17. --- IMPORTANCE OF BANK ATTRIBUTES IN MAJOR BANK SELECTION --- p.77 / Chapter 18. --- FINANCIAL INSTITUTIONS OTHER THAN BANKS USED BY COMPANIES --- p.79 / Chapter 19. --- CROSS TABULATION: LOCATION OF HEADQUARTERS BY WHO SELECT THE MAJOR BANK --- p.80 / Chapter 20. --- CROSS TABULATION: LOCATION OF HEADQUARTERS BY MAJOR BANK --- p.81

by Leung Sze Man, Amelia. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1993. / Includes bibliographical references (leaves 24-26). / ABSTRACT --- p.ii / ACKNOWLEDGMENTS --- p.iii / TABLE OF CONTENTS --- p.iv / Chapter / Chapter I --- BACKGROUND AND STATEMENT OF THE PROBLEM --- p.1 / Introduction --- p.1 / Development of the Private Banking Business --- p.4 / Private Banking in Hong Kong --- p.8 / Scope of this Project --- p.10 / Chapter II --- LITERATURE REVIEW --- p.12 / What is Private Banking? --- p.12 / "Hong Kong Private Banking -- the ""Switzerland of Asia""" --- p.15 / Internal Marketing in the Private Banking Unit --- p.19 / Bibliography --- p.24 / Chapter III --- RESEARCH METHODOLOGY --- p.27 / Research Design --- p.27 / Data Collection Methods --- p.29 / Sample Design --- p.33 / Data Analysis --- p.35 / Chapter IV --- FINDINGS --- p.36 / Private Banking in Hong Kong -- a Comparison --- p.36 / Internal Marketing in the Private Banking Operation of the Hongkong and Shanghai Banking Corporation Limited in Hong Kong --- p.39 / Quantitative Analysis --- p.39 / Qualitative Analysis --- p.53 / HSBC Private Banking in the HongkongBank of Canada in Vancouver (VPB) --- p.62 / Chapter V --- CONCLUSIONS AND RECOMMENDATIONS --- p.68 / Private Banking in the Hongkong and Shanghai Banking Corporation Limited in Hong Kong in the Future --Sharpen its Competitive Edge --- p.68 / Internal Marketing Efforts -- a Proactive Approach --- p.70 / Globalization through Communications --- p.75 / APPENDICES / Chapter I --- Questionnaire for HSBC Branch Managers and Customer Service Officers in Hong Kong --- p.77 / Chapter II --- Interview Guide for HSBC Private Banking Managerin Vancouver --- p.78 / Chapter III --- Comparison among the four Major Players in Private Banking in Hong Kong --- p.79 / Chapter IV --- Scattergram for Correlational Analysis: Attitudes vs. Referrals in Hong Kong --- p.80 / Chapter V --- HSBC Proposed Internal Marketing Plan --- p.81

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

by Fu Chi Pang, Wei Hong, Wilson. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2000. / Includes bibliographical references (leaves 37-38). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / Chapter / Chapter I. --- BUSINESS OBJECTIVE --- p.1 / Chapter II. --- INTERNET INDUSTRY OVERVIEW --- p.2 / Development of the Internet Population --- p.2 / World Wide Web --- p.3 / Asia-Pacific Internet Growth Opportunities --- p.4 / Key Internet Business Opportunities --- p.6 / Advertising --- p.6 / E-commerce --- p.6 / Market Potential --- p.7 / Hong Kong --- p.8 / Chapter III. --- PRODUCT --- p.10 / Love Matching --- p.10 / Love Chat Room --- p.11 / Love Card --- p.11 / Love Web Page --- p.11 / Love Test --- p.12 / Love Horoscope --- p.12 / Love Weekend --- p.12 / Love Flower --- p.13 / Love Restaurant --- p.13 / Love Travel & Hotel --- p.13 / Love Wedding --- p.14 / Love Doctor --- p.14 / Chapter IV. --- COMPETITOR ANALYSIS --- p.15 / Uniqueness of ILove.com --- p.16 / Chapter V. --- MARKETING --- p.18 / Target Market --- p.18 / Launching Plan --- p.19 / Follow-up Plan --- p.20 / Chapter VI. --- "REVENUE, COST & RETURN" --- p.21 / Revenue --- p.21 / Short Term --- p.21 / Long Term --- p.22 / Cost --- p.23 / Equipment and Facility Costs --- p.24 / Human Resources and Office Rental Cost --- p.26 / Human Resources Expenditure --- p.26 / Office Rental Cost --- p.27 / Total Operating Cost --- p.28 / Advertising Cost --- p.28 / Return --- p.29 / Breakeven Analysis --- p.29 / Chapter VII. --- MISCELLANEOUS --- p.32 / Membership Registration --- p.32 / Payment Mechanism --- p.32 / APPENDIX --- p.34 / BIBLIOGRAPHY --- p.37 / ILOVE'S WEB SITE LAYOUT --- p.39

University of Macau / Faculty of Social Sciences and Humanities / Department of Government and Public Administration

Creating effective functions in website designs that reduce consumers' anxiety in shopping online is a challenge common to most e-retailers. The present study investigated the roles of online reputation systems and instant chat services in decreasing customer perceived risk and increasing initial trust in unfamiliar e-retailers. Therefore, the reputation system when coupled with live chat service may be an effective external mechanism for providing potential consumers with critical decision making information. The present research focused on examining the respective value of live chat services and reputation systems in reducing potential consumers' perceived risk and simultaneously increasing their initial trust towards an unfamiliar e-retailer. The present research tested an e-retailing trust model based on the consumer decision making process. The model incorporated the following variables: (1) live chat service, and (2) reputation system, and explanatory variables: (1) perceived risk and (2) an initial trust. Customer prediction of purchasing is the response variable. The moderating role of interdependent and independent self-construal on online consumers’ behavior was also examined. Based on the review of literature, the following hypotheses were developed: (H1) Perceived risk associated with an unfamiliar web retailer will vary as a feature of the reputation system feature of a web retailer; where the reputation is positive, perceived risk will decrease. (H2) Perceived risk associated with an unfamiliar web retailer will vary as a feature of the instant chat feature of a web retailer; the mere presence of a live chat feature will decrease perceived risk. (H3) Initial trust associated with an unfamiliar web retailer will vary as a feature of the reputation system feature of a web retailer; where the reputation is viewed as negative, perceived risk will increase. (H4) Initial trust associated with an unfamiliar web retailer will very as a feature of the instant chat feature of a web retailer; the mere absence of a live chat feature will result in an increase in perceived risk. (H5) Purchase Intention will be influenced by the live chat function in the e-retailing website. (H6) Purchase Intention will be influenced by the evaluation system presented in the website. (H7) Purchase Intention will be influenced by the customers' perceived risk. (H8) Purchase intention will be influenced by the customers' initial trust. (H9) There is no interaction effect between the perceived risk and initial trust. (H10) Self-construal will moderate the effects on initial trust and perceived risk. A two by two factorial between-subjects experiment was conducted using a mock retail website design to examine the effect of reputation system and live chat service on customers. The findings demonstrated that the evaluation system significantly influences customers' perceived risk and initial trust, and directly influences customers' purchase intention. Perceived risk and initial trust influence customers' purchase intention independently. For future marketing implications, this research suggests that positive customer reviews, transaction history or other evaluation details in the web presentation is crucial for a starting e-retailer. Although there is no significant direct effect of self-construal on the perceived risk and initial trust, this research demonstrated that female and male have different self-construal and self-construal can be a good mediator to observe its effects on the customers' attitude and behavior. Furthermore, customers' initial trust and perceived risk determine their behavior separately which indicates that customers' initial trust increase doesn’t mean their perceived risk will decrease. / Graduation date: 2012

The service sector of the global economy is undoubtedly growing and increasingly highlighting the criticality of service quality to enhanced profitability in most service organisations. The demand for accountability from different stakeholders, including clients, has also made service quality a highly debated, researched and most powerful competitive trend shaping marketing and business strategy. Developing reliable measurement instruments of service quality and strategies for the improvement of service quality invariably become the most important responsibilities for managers in many organisations. In the absence of conceptual clarity on service quality, divergent views on the dimensionality of service quality and the lack of a psychometrically valid service quality measure in archival institutions, this study set out to develop and subsequently validate a measurement instrument to assess service quality in an archival institutional setting. The two research questions investigated in this study were: (1) what are the dimensions for measuring service quality in archival institutions, and (2) how can the dimensions of service quality in archival institutions be measured effectively. The methodology for this study involved a two-phased qualitative and quantitative analysis addressing these two research questions. The study followed the standard psychometric procedure for developing constructs. This research has resulted in the important findings and relevant conclusions for both academics and practitioners interested in service quality in the archival environment. The service quality measurement instrument formulated is called ARCHIVqual and has three dimensions, namely (1) security of information (with 4 items), (2) integrity of information (with 3 items) and (3) usability of information (with 2 items). Besides measuring service quality in the archival environment, ARCHIVqual will also serve as a tool for conducting periodic surveys thereby identifying specific problematic areas in archival institutions. / Graduate School for Business Leadership / DBL

Text in English / The main aim of the study was to investigate the state of customer care in Public University libraries in Kenya: case study of Moi University Library. Specifically the study was set to determine the composition of customers served and extent to which their information needs were being met. It was also set out to Identify and evaluate the quality and relevance of information services/products provided. Consequently, the study was undertaken to establish if there is a customer care structure and policy in place and also to explore the customer care practices. Lastly, to determine the challenges that were encountered in the process of offering customer care program. The mixed method research was used. Data was collected in two phases, questionnaires and interview survey methods were used to collect both quantitative and qualitative data. The study established that students and academic staff were the primary customers but their needs were not sufficiently being met. Library staff were friendly and helpful but overall rating of their attitude was below expectations. The study established that the library has variety of products/services and users’ were aware them. They were also aware of the existence of customer care unit, which allowed users to make suggestions for improvement of library products/services. The study recommends that the library should be provided with resources to run the program and also it is important that the Moi University Library adopts the use of a social media (Web: 2.0/lib 2.0) for communicating and updating users on new services and products. / Information Science / M. Inf.