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Diss. Univ. St. Gallen, 2004.

Thesis (MPhil)--Stellenbosch University, 2004. / ENGLISH ABSTRACT: Competition in the long-term insurance industry is intense and is increasing. This market is highly sophisticated and competitive and has developed substantially over the last few years with increasing integration into the world economy. Many companies have come to a crossroad as far as expansion of their market share is concerned. They have to operate in this highly competitive market and are under increasing pressure from legislation. New customers are in a short supply and competition is fierce. These facts are forcing companies to look at alternative ways of increasing their market share, especially through projects that try to maximise the value of existing clients. This paper looks intrinsically at information quality and how it coincides with customer relationship management projects for it to be effective and to give companies a competitive advantage. Through qualitative exploratory methods I was able to get a clear picture of how one of South Africa's biggest insurance companies tries to increase its market share in such a saturated market using information about their customers to gain competitive advantage. I first develop a thorough theoretical background on the terrain of information quality and how it relates to customer information management, which in turn has a great impact and forms the foundation of customer relationship management. Then, I explain how the company sees customer relationship management and how customer information management and information quality playa role in this view. Finally, I look at practical examples of quality information management at work within a framework of customer relationship management. / AFRIKAANSE OPSOMMING: Kompetisie in die langtermyn versekerings-bedryf is intens. Die mark is hoogs gesofistikeerd en kompeterend en het substansieel ontwikkel in die afgelope paar jaar met 'n verhoogde integrasie in die wêreld-mark. Vele maatskappye bevind hulself tans by 'n kruispad- met betrekking tot die uitbreiding van hulle aandeel in die mark. Besigheid moet gedoen word in 'n baie kompeterende mark en dan is daar ook die ewig toenemende druk wat toegepas word met betrekking tot wetlikheid en konformiteit. Dit, tesame met die feit dat kliënte al hoe minder raak, dwing maatskappye om na alternatiewe maniere te kyk om verdienstes op te stoot, en spesifiek deur projekte wat probeer om die waarde van bestaande kliënte te verhoog. Die werkstuk kyk spesifiek na informasie-kwaliteit en hoe dit verband hou met kliënte verhoudingsbestuur projekte om dit effektief te maak. Daar word ook gekyk na hoe dit die maatskappy 'n kompeterende voordeel gee. Deur kwalitatiewe ondersoekende metodes kon ek 'n helder beeld kry van hoe een van Suid Afrika se versekerings-maatskappye probeer om verdienstes te verhoog in so 'n versadigde mark deur gebruik te maak van informasie oor hulle kliente om 'n kompeterende voordeel te verkry. Eerstens ontwikkel ek 'n deeglike teoretiese agtergrond oor die gebied van informasie kwaliteit, en hoe dit verband hou met kliënte informasie-bestuur, wat op sy beurt weer 'n groot impak het en die grondslag vorm van kliënte verhoudingsbestuur. Tweedens verduidelik ek hoe die maatskappy kliënte verhoudingsbestuur sien en hoe kliënte informasie bestuur en informasie-kwaliteit 'n rol speel in die siening. Laastens kyk ek na praktiese voorbeelde van kwaliteit informasie-bestuur en die impak wat dit het op kliënte verhoudingsbestuur.

The purpose of this study is to examine and compare how banks with differentiating operations work with their customer relationships. The financial market has changed because of digital advances in society as a whole and because of newly arisen competitors. This has created a new competition were the customer relationship is important as a competitive advantage. To establish how different banks work to retain and maintain their customer relationships we’ve conducted group interviews with banks with differentiating operations. The result shows that banks with different operations work slightly differently regarding their customer relationships. Large banks are more digitally driven and prone to adopt technological solutions. The smaller banks rely on word-of-mouth to gain new customers and attaches significant importance to creating a sort of affinity or an emotional commitment through their local presence. The bank insurance company’s priority is the interpersonal relationship with the customer and believes that this is where trust is built. Furthermore, the relationship between the customer and the banker seems to be stronger and more valued by the customer than the relationship between the customer and the bank as a brand. / Vårt syfte är att undersöka och jämföra hur banker med olika verksamhet arbetar med sina kundrelationer. Bankmarknaden har förändrats på grund av samhällets digitala utveckling och uppkomsten av nya aktörer. Detta har skapat en ny konkurrenssituation där relationen till kunden är viktig som en konkurrensfördel. För att uppnå detta har vi genomfört fokusgruppsintervjuer med banker som bedriver olika verksamheter. Resultatet visar att banker arbetar med kundrelationer på olika sätt. Storbanken är mer digitalt driven och satsar stort på teknologiska lösningar. Sparbanken förlitar sig på positiv ryktesspridning för nya kunder och lägger stor vikt vid att skapa en samhörighet med kunden genom lokal närvaro. Bankförsäkringsbolaget arbetar mycket med fysiska kundmöten och att där skapa förtroende och bygga en relation genom lokal närvaro. Bankförsäkringsbolaget arbetar mycket med fysiska kundmöten och att där skapa förtroende och bygga en relation genom den personliga kontakten. Vidare har vi sett att kunder tenderar att utveckla en starkare relation till en specifik rådgivare än till banken som varumärke och att kunder

Diese Arbeit ist eine Sammlung von Studien, welche sowohl die makro-, als auch die mikroökonomischen Aspekte und Charakteristika von Rücküberweisungen pakistanischer Migranten in ihr Heimatland analysieren, sowie deren ökonomische Auswirkungen auf das Konsumverhalten und die Vermögensbildung der Empfängerhaushalte. Es zeigt sich, dass internationale Überweisungen im Vergleich zu anderen finanziellen Mittelflüssen eine stabile und stabilisierende Quelle für Devisen darstellen. Des Weiteren weisen sie mit Blick auf die heimische Wirtschaft ein antizyklisches Verhalten auf, während ihr Verhalten mit Blick auf die Wirtschaft des Gastlandes als azyklisch beschrieben werden kann.  Die Überweisungsströme werden maßgeblich von ihren Transaktionskosten beeinflusst, so dass Migranten in Zeiten hoher Transaktionskosten Rücküberweisungen ins Heimatland entweder einstellen oder informelle Kanäle zum Überweisen nutzen. Im Rahmen dieser Studie stellt sich außerdem heraus, dass Rücküberweisungen als hauptsächlich kurzfristige Einnahmequelle betrachtet werden. Aufgrund dessen werden die Zuflüsse oftmals in die Förderung von Humankapital investiert, wobei dieser Effekt stark abhängig vom Einkommensniveau des Empfängeraushalts ist.  Ferner führen internationale Überweisungen zu einem erheblichen Anstieg des Haushaltsvermögens, wohingegen Inlandsübweisungen keine signifikanten Vermögensänderungen mit sich bringen. Überdies ermöglichen internationale Rücküberweisungen den Empfängerhaushalten das Aufstocken vorsorglicher Ersparnisse.

L’après-crise et l’évolution de la réglementation confrontent les banques à un cadre nouveau, replaçant la performance financière au cœur de leur modèle. A l’exception des risques associés aux opérations financières propres, les effets de la structure des revenus sur la rentabilité et la stabilité des résultats sont toutefois débattus. Le présent travail doctoral propose une poursuite de la recherche sur la performance des banques en s’intéressant à l’influence des conditions économiques et de marchés. Une telle influence est peu explorée au-delà des risques de crédit et de trading. Les conditions économiques et de marchés semblent à même d’expliquer d’importantes variations sur la plupart des postes du résultat des banques. La projection des résultats possibles, et plus généralement la mesure des aléas, requièrent la considération de l’ensemble de la structure des revenus ainsi que des volatilités et corrélations des variables d’influence.Plus avant sur un plan stratégique, la recherche est ensuite orientée vers l’estimation de la performance, selon l’environnement, des activités de banque « traditionnelle » et des services financiers à la clientèle. Enfin, la performance attendue des activités (espérances de rentabilité et de volatilité) ainsi que les écarts possibles à ces attentes sont évalués à l’aide de scénarios multiples. Il apparait que la diversification vers les services financiers, ainsi que des stratégies prudentes de transformation d’échéances de taux entre passifs et actifs, améliorent l’attente de performance vis-à-vis de la banque traditionnelle considérée seule. L’incertitude globale de performance associée à une banque ainsi diversifiée semble également contenue en regard des bénéfices attendus. Si l’influence des conditions économiques et financières est exogène, le choix de la structure des activités parait ainsi offrir des opportunités de mitigation des risques et de soutien au rendement-risque. / The post-crisis and regulatory changes face banks with a new framework, replacing financial performance at the heart of their model. With the exception of risks associated with proprietary financial transactions, effects of the structure of income on the profitability and the stability of results, however, are debated. This doctoral study proposes a further research on bank performance through the influence of economic and financial markets conditions. Such influence is little explored beyond credit risk and trading. Economic and financial markets conditions may explain significant variations for most components of earnings. Hence appraising possible earnings, and more broadly measuring uncertainties, require the consideration of the whole income structure as well as of volatilities and correlations of influencing variables.Further on a strategic level, the research then turns to the estimation of the performance, owing to the environment, of "traditional" banking services and of customers’ financial services. Finally, expectations of performance (profitability, volatility) as well as possible deviations are assessed throughout multiple scenarios. It appears that diversification into customers’ financial services, and prudent interest rate mismatch strategies, improve performance related to traditional banking services alone. Further, the overall uncertainty of performance associated with such a diversified bank seems to be contained when weighted by expected benefits. The influence of economic and financial conditions is exogenous; results however suggest that the choice of the business mix may provide with opportunities for risk mitigation and enhancement of risk-return.

Each chapter has its own summary / Each chapter has own summary / Industrial and Organisational Psychology / M. Com. (Industrial and Organisational Psychology)

Credit is seen in Economic Literature as one of development drivers, promoting investment, smoothing consumption, allowing for risk sharing and the use of new production technologies. Our objective is to analyze if the physical presence of banks through bank branches is still relevant to develop local credit markets in Brazil. Since there are unobservable market characteristics that could drive both credit and bank entry, the relation between credit and branches may suffer from endogeneity. Therefore, the simple regression of credit on bank branches would be biased. To try to deal with this endogeneity, we employ an IO framework to model firm entry and use the estimated result as an instrument for observed bank branches. We find that estimations using expected values or predicted probabilities of bank branches show little to no effect of bank branches on credit. The same result is achieved when using a second IO model as an additional analysiss / A Literatura Econômica de desenvolvimento aponta o crédito como um dos determinantes do desenvolvimento econômico, que promove investimentos, suavização do consumo, mitigação do risco e uso de novas tecnologias de produção. O objetivo deste trabalho consiste em analisar se a presença física de bancos por meio da agência bancária ainda é relevante para o desenvolvimento de mercados locais de crédito no Brasil. A relação entre crédito e agências bancárias pode sofrer de endogeneidade, uma vez que existem características de mercado não-observáveis que podem afetar tanto crédito quanto a entrada de bancos nos mercados. Para tratar esta endogeneidade, se propõe o uso de um framework de OI para modelar a decisão de entrada de firmas. A partir destes modelos, utiliza-se o resultado previsto como instrumento para as agências bancárias observadas. O resultado encontrado é de que, ao utilizar o valor esperado de agências ou a probabilidade estimada de haver agência, o impacto de agência em crédito se reduz significativamente e é nulo na maioria das especificações e para a maior parte dos anos da amostra. O uso de um segundo modelo de OI como teste secundário teve o mesmo resultado

M.Com. (Business Management) / The main objective of the study is to measure the relationship between the practices of corporate entrepreneurship and lean six sigma within the South African financial sector. Although studies on these management styles are prevalent in the literature, few of them provide a direct comparison of the styles. There is a further gap in the literature that addresses the South African context. The study design included anonymously submitted questionnaire data on the levels of corporate entrepreneurship, lean six sigma and organisational performance from employees at South African banks. 248 potential participants were contacted, with a snowball sampling method being utilised. The final response rate was 41% (102 completed surveys), and this is the number used in the study. Respondents were employees at South African banking institutions. Likert scales were used to score the various constructs of corporate entrepreneurship and lean six sigma. The study looked to determine if there are statistically significant relationships between these constructs. In addition, the relationship between organisational performance, corporate entrepreneurship and lean six sigma was reviewed. The findings were that there are low-level practices of entrepreneurship and lean six sigma in the South African financial institutions. The main findings showed that in general the elements of corporate entrepreneurship had a correlation to the elements of lean six sigma, as evidenced in four out of the six possible correlations. This being said; the correlations were weak to slightly moderate in nature. As for the correlation to organisational performance, four out of the five potential correlations were statistically significant, all be it either weak or almost moderate. There was a positive direction to the correlation in all instances. The main implications of the findings are that corporate entrepreneurship and lean six sigma, though vastly differentiating in history and styles can co-exist in a single organisation. There were no instances of negative correlation as may be expected from the seemingly incomplete and incompatible nature of the two methods. The recommendation is that these two strategies can and should be implemented in conjunction, given their explicit impact on organisational performance. The main limitation of the study was that a small sample used. Another limitation was the focus on banks and not the entire financial sector. Future research could target other financial institutions that are not full service banking operations. The study could contain more detail to determine if, the size and age of the organisation impact on the practice of corporate entrepreneurship and lean six sigma.

LL M. (Commercial Law) / It is believed that Islamic banking and finance is currently the fastest growing system of banking in the world. In 2010, Islamic finance institutions reported an estimated USD 1 trillion in global assets, and an estimated growth rate of 15%.1 Many countries have taken notice of this growth, and have attempted to implement measures that will allow them to best reap their share of the spoils. This dissertation will attempt to explain the nature of Islamic banking, its history and development, as well as the main principles upon which it is based. The dissertation will then compare Islamic banking and its Western or conventional banking counterparts as well as advantages and drawbacks of both systems. The dissertation will attempt to provide an exposition of the current regime in South Africa and its impact on the functions of Islamic banks, as well as providing an explanation of how these banks operate within the South African legal framework. The dissertation will also explore the legal systems and regulation of Islamic banks and other financial institutions in other jurisdictions, and also attempt to provide a guide as to whether the South African position needs reform or whether it is sufficient to take advantage of this growing sector of finance ...