Diss. Uppsala : Univ., 2003.

Customers’ satisfaction is a decisive factor in the development process of business which has also an effective impact on contributing a country's GDP. Private banks have been emerged over the time in developing countries where customers’ satisfaction is the driven force of banking industry investigated in Bangladesh. In this study a conventional American Customer Satisfaction Index model has been used over Bangladesh to compare overall performance of banking industry. Customers’ satisfaction in Bangladesh has been measured from the different angle of customers’ perception based on their portfolio. This research has been designed on a quantitative approach followed by survey research method. Questionnaire was administered to collect data through objective list as well as physical interaction with the respondents from different locations in the capital city of Bangladesh named Dhaka. Collected data had been analyzed applying Partial Latent Square (PLS) software program. The study outcomes showed that the perceived quality is the main determinant factor on customer satisfaction towards banks in Bangladesh. It also revealed that significant relationship exists between customers’ satisfaction and customers’ loyalty. The revised model in 2016 represents the benchmark scores of customers’ satisfaction in Bangladesh lagged behind consecutively 18 and 13 scores than that of USA and Taiwan. Considering the study results, we summed the quality of service leads to satisfied customers in turns towards customers loyalty. Banks also can get competitive advantage by evaluating all classes of customers equally through providing superior services to them.

Aims: The main aims of this research are to provide more empirical evidences for theory of property rights and public choice theory and to test these theories in a new environment i.e. banking sector of Pakistan. This research compares performance of public and private banks in Pakistan on the basis of four performance measures, profitability, liquidity, solvency and efficiency. It also studies the effect of politics on public banks. Method: Mainly quantitative approach is utilized in this thesis to compare performance of public and private banks in Pakistan in terms of profitability, liquidity, solvency and efficiency. Ratio analysis is used for this purpose. Qualitative analysis is based on qualitative study of empirical findings of quantitative analysis with respect to elections and observing lending behavior of public and private banks along with study of net interest margin during election years. Major Findings: The theory of property rights and public choice literature support private ownership for superior performance as compared to public ownership. From empirical findings, very weak support is found for both theories. Out of twelve ratios used in ratio analysis, ten ratios support public ownership for superior performance as compared to private ownership and only two ratios quote that private ownership is superior in performance than public ownership. From empirical findings it can be concluded that performance of public banks is superior to private banks in Pakistan in terms of profitability, liquidity, solvency and efficiency. Similarly, out of twelve ratios, only six ratios provided evidence of effect of elections on performance of public ownership which is a weak support for public choice theory. Moreover, lending behavior of public and private banks along with study of net interest margin has totally ruled out the presence of political influence on public banks. It can be concluded from these empirical findings that either political influence on public banks is minimized or political influence is affecting both sectors of banks in Pakistan. As banking sector in Pakistan is highly competitive now due to introduction of financial reforms in Pakistan, it can be concluded that theory of property rights and public choice theory do not work well in competitive markets especially Pakistan. It can also be concluded from empirical findings that privatization is not the only solution to poor performance of public ownership. The introduction of competition can substantially improve performance of public ownership. / mobile: +92-333-8102302

With more than 27% of South Africa’s banking customers being privately banked; competition amongst private banks for quality clientele has increased. The question that arise as to: What sets apart that right candidate from the rest? “What are these private banks competing for?” This is true across the globe. The aim of this study was to determine what the characteristics are that make a successful Private Banker. Personal interviews of a sample of 30 individuals within a private banking institution were conducted in order to get closer to the answers as per research question. A probability sample of 30 bankers was drawn from a private banking institution in Durban, KwaZulu-Natal, with a population size of 34 private bankers. The sample was composed of 30% males and 70% females. Of the sample, 93% were private bankers and 7% were Human Resources and Regional Management. The majority of the sample (66%) had been with the private bank for more than 12 months. The institution was chosen because of the easy access to information and the respondents for this research study. Data was collected using a questionnaire developed for this research. The analysis revealed that a banker aiming to succeed in private banking will have a Bachelor of Commerce degree or similar qualification with Finance or Banking as a major. This is important because private banking is a financial profession in a banking environment. The study has also shown that experience is not a factor in one’s ability or inability to secure referrals. A banker that is committed to giving exceptional service over a period of time and instils trust and confidence in a client will be entrusted with access to a client’s circle of association. The research and its recommendations add much needed clarity concerning recruitment of prospective private bankers to ensure they are successful in their roles. The recommendations are practical and can be easily applied by the various stakeholders within the private banking institution and by others wishing to join the sector. / MBA University of KwaZulu-Natal, Durban 2012.

Submitted by Maicon Juliano Schmidt (maicons) on 2015-07-09T16:39:32Z No. of bitstreams: 1 Mateus Arbo Martins da Silva.pdf: 603220 bytes, checksum: 903ed791520d27c78ff4e35fc3ad2852 (MD5) / Made available in DSpace on 2015-07-09T16:39:33Z (GMT). No. of bitstreams: 1 Mateus Arbo Martins da Silva.pdf: 603220 bytes, checksum: 903ed791520d27c78ff4e35fc3ad2852 (MD5) Previous issue date: 2014-03-28 / Nenhuma / A presente pesquisa buscou uma verificação dos principais fatores influenciadores do desempenho dos gestores de relacionamento do setor privado bancário brasileiro. Embasado em estudos anteriores, foram elencados como possíveis fatores influenciadores do desempenho dos gerentes bancários: redução do conflito de interesses, empowerment, redução da complexidade, concessões, realizar o serviço certo da primeira vez, relacionamento, conservadorismo, migração para serviços automatizados, treinamento e experiência na área financeira. Tendo em vista a importância do setor privado neste segmento, que entre as seis principais instituições gerencia R$ 4 trilhões em ativos, o estudo investigou fatores que geram desempenho e buscou o impacto de suas relações com as variáveis: rentabilidade, inadimplência e desempenho atitudinal. A instituição bancária que foi objeto deste estudo tem capital 100% nacional e atua entre os líderes de mercado, com mais de 5.000 agências e 100.000 funcionários. A survey foi realizada através do envio de questionários, onde 288 gerentes localizados no estado do Rio Grande do Sul responderam questões referentes aos construtos. Os resultados apontaram que sete dos dez construtos tiveram influência no desempenho dos gerentes: conflito de interesses, concessões, realizar o serviço certo da primeira vez, o uso do empowerment, conservadorismo, migração para serviços automatizados e treinamento. Foi possível, portanto, descrever um modelo próprio e realizar um comparativo com modelo prévio, baseado nos mesmos construtos, porém, no contexto bancário de economia mista. / The present research aimed to verify the main factors that influence relationship managers’ performance in the brazilian banking private sector. Based upon previous studies, there were listed as possible factors that influence the performance of bank managers: reduction of interest conflict, empowerment, reduction of complexity, concessions, performing the service correctly at the first time, relationship, conservatism, migration for automated services, training and experience in finances area. Given the importance of the private sector in this segment, which among the six major institutions, manage R$ 4 trillion in assets, this study investigated factors that create performance and sought for the impact of its relations with the variables: profitability, default and attitudinal performance. The banking institution, which was the object of this study, is 100% national capital and operates among the market banking leaders, with more than 5.000 branches and 100.000 employees. The survey was made by sending questionnaires, in which 288 managers located in the state of Rio Grande do Sul answered questions regarding the constructs. The results pointed that seven out of ten constructs had the influence in the managers’ performance: interest conflict, concessions, performing the service correctly at the first time, the use of empowerment, conservatism, migration for automated services and training. For this present study, it was, therefore, possible to describe a particular model and make a comparison with the previous model, based on the same constructs, however, in the banking context of mixed economy.

In the first chapter of my thesis, titled “Interventions in Credit Markets and Effects on Economic Activity: Evidence from Brazil,” I investigate the impact of the Brazilian government policy implemented in March 2012, which aimed at increasing credit supply through public banks. Using bank branch level data, I find that the policy successfully increased overall credit supply, as increased lending of public banks did not significantly offset private lending. On the other hand, there is no evidence of significant client-switching between private and public banks. However, the effects of the policy on economic activity were limited and even negligible. I conduct a series of robustness checks to further explore this puzzling result. I find evidence suggesting that increased lending led to significant increases in deposits, indicating that borrowers leveraged easily accessible credit to take loans and save funds for future use. In the second chapter, titled “Television Introduction and Agricultural Production,” I investigate how improved information affected agricultural activity in the U.S. Specifically, I argue that the introduction of television brings more comprehensible weather forecast information to farmers, improving their decision making process. Using data about television entry and county level farming production in a difference-in-differences methodology, I estimate economically significant effect of television introduction on crop yields.

Die Dissertation besteht aus drei Kapiteln. Im ersten Kapitel wird unter der Bezeichnung “Adjustment Utility” eine neue Komponente individuellen Nutzens eingeführt. Mit einem Experiment, daß ich mit Studenten durchgeführt habe, zeige ich erst, daß diese Nutzenkomponente existiert. Dann entwickele ich ein Modell, welches aufzeigt, wann und in welcher Weise Adjustment Utility den Gesamtnutzen von Individuen sowie ihr ökonomisch relevantes Entscheidungsverhalten beeinflußt. Daten zu HIV Infektionen und der Verwendung von Kondomen in Deutschland zeigt die Relevanz der Modellergebnisse. Das zweite Kapitel betrachtet ein weiteres Experiment, welches zeigt, daß Individuen absichtlich imitieren, auch in Situationen, in denen sie durch Imitation nichts lernen können. Das ergänzt die bisherige experimentelle Forschung, die zwar zeigen konnte, daß individuelles Verhalten mit Imitationsmotiven konsistent ist, bei der das beobachtete Verhalten sich jedoch auch mit genuinen Lernmotiven erklären ließ. Darüber hinaus zeigen die Ergebnisse des Experiments, daß bei der Wahl dessen, den die Individuen imitieren, sie die Ergebnisse ihrer Mitspieler über mehrere Runden berücksichtigen, statt nur das Ergebnis der letzten Runde, wie in der Literatur meist angenommen. Abschließend analysiere ich im dritten Kapitel die Frage, ob staatliche Banken aufgrund der staatlichen Einlagengarantie einen Wettbewerbsvorteil gegenüber privaten Banken haben. Staatliche Banken unterliegen Einschränkungen ihrer Geschäftsstrategie, die durch ihr Mandat begründet sind, die wirtschaftliche Entwicklung zu unterstützen. Das heißt, daß staatliche Banken nicht öffentlich erklären können, alle Kreditnehmer, welche sich in finanziellen Schwierigkeiten befinden, dem Konkurs zu überlassen. Diese Einschränkung gibt privaten Banken die Möglichkeiten, Kreditnehmer durch Selbstselektion zu separieren, in den Markt einzutreten und sogar im Gleichgewicht Gewinne zu erwirtschaften. / The dissertation consists of three chapters. The first chapter considers a novel component of individual utility, which I term “adjustment utility”. In a classroom experiment, I first show that this component of utility exists. I then develop a model to show when and in what way adjustment utility affects overall utility and economic decision making. Data on HIV infections and use of condoms in Germany shows the relevance of the results. For the second chapter I conducted an experiment, which shows that individuals imitate intentionally, even in settings where they cannot learn anything by doing so. This complements previous experimental research, which could show that individual behavior is consistent with imitation motives, but where behavior could also be explained by learning motives. In addition, the results show that when subjects choose whom to imitate, they consider the results of other players over several periods, rather than only of the last period, as assumed in previous work. Finally, in the third chapter, I analyze the question whether state-owned banks have a competitive advantage over private banks due to a state guarantee on their deposits. State-owned banks face a restriction of their business strategies, which is due to their mandate of “supporting economic development”. As a consequence, state-owned banks cannot publicly declare to liquidate all borrowers in financial distress. This offers private banks the opportunity to separate borrowers by self-selection, enter the market and make profits in equilibrium.

Submitted by Sarah Amorim Torres (sarahadm@hotmail.com) on 2016-03-10T10:01:48Z No. of bitstreams: 1 Dissertação_ Sarah Amorim Torres - EAESP - 2016.pdf: 515544 bytes, checksum: ad52194d57d6599a00dc7cbd652e2fdc (MD5) / Approved for entry into archive by Pamela Beltran Tonsa (pamela.tonsa@fgv.br) on 2016-03-10T16:13:37Z (GMT) No. of bitstreams: 1 Dissertação_ Sarah Amorim Torres - EAESP - 2016.pdf: 515544 bytes, checksum: ad52194d57d6599a00dc7cbd652e2fdc (MD5) / Made available in DSpace on 2016-03-10T16:30:51Z (GMT). No. of bitstreams: 1 Dissertação_ Sarah Amorim Torres - EAESP - 2016.pdf: 515544 bytes, checksum: ad52194d57d6599a00dc7cbd652e2fdc (MD5) Previous issue date: 2016-02-29 / This study investigates the existence of competition between retail government-owned and private banks in the event of federal government interventions imposed on the Brazilian bank lending market, such as the expansion of bank credit through the hike of public banks’ lending supply and the campaign aiming to reduce the banks’ spread levels led by state-owned banks. The Diff-in-Diff model predicts that public banks show higher loan growth, non-performing loans, lending returns, operational returns and cost of funding compared to private peers after the treatment. In addition, it finds evidence of differences in the asset allocation decisions of banks, as private banks preferred an asset portfolio with a higher proportion of liquid assets holdings and less loans compared to public banks after the treatment. These findings suggest that government-owned retail banks do not compete with private peers when their objective function is not only to maximize profits given risk. / O presente estudo investiga se há competição entre os bancos públicos e privados varejistas na presença de intervenções governamentais impostas ao mercado de crédito bancário brasileiro, tais como o aumento da oferta de crédito via bancos públicos e a campanha de redução dos spreads bancários capitaneada pelos bancos governamentais. Os resultados encontrados no modelo Diff-in-Diff indicam que os bancos públicos apresentam ritmo de crescimento do estoque de crédito, nível de aprovisionamento, rentabilidade da carteira de crédito, retorno operacional, bem como custo do funding superiores aos bancos privados após o tratamento. Ademais, há evidências de mudanças na estratégia de alocação de recursos dos bancos privados em relação aos pares públicos, tendo as instituições bancárias privadas preferido aumentar a participação de ativos líquidos no balanço em detrimento de operações de crédito após o tratamento. Esses resultados sugerem que os bancos privados não competem com os bancos públicos no segmento de varejo quando estes adotam estratégias de alocação de recursos difusas à maximização do lucro esperado para um dado risco.

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The aim of this study was to analyze the relationship between the perception of organizational justice and job stress on employees of public and private banking sector in Santa Maria. Therefore, the theoretical background focused on organizational justice and stress, with emphasis on work. A survey was conducted on 339 bank employees - 224 from public sector and 115 from private. A questionnaire was structure with sociodemographic questions and the instruments used were the Perception of Organizational Justice Scale (MENDONÇA et al., 2003), the Job Stress Scale (KARASEK, 1985; THEORELL, 1988; ALVES et al., 2004) and the reduced version of Effort-Reward Imbalance Scale (SIEGRIST et al., 1996, 2009; CHOR et al., 2008). Data were described using descriptive statistics, Cronbach alpha indicator, normality tests, Mann-Whitney test, Kruskal-Wallis test, chi-square test, and Correspondence Analysis. Regarding the population, the profile of the respondents is the majority is married, receives monthly compensation above 10 minimum wages, is graduate, has never received a stress diagnosis, or medications used for this purpose. Concerning organizational justice, it was found that employees of private banks perceive higher justice than employees of public banks and justice scored higher in the interactional dimension in both sectors. Analysis of the Demand-Control Model of Job Stress Scale in the data of respondents from public sector revealed that 24.55% of respondents are in the "low distress" (ideal condition) and 37.40% fit in this situation in private banks. Social support was considered low for 66.52% of the respondents from public banks, indicating the effects of stress at work, and it was assessed as high for 60% of employees in private banks, what can mitigate the damage of stress. Regarding the Model Scale Effort-Reward Imbalance, 77.23% of respondents from public banks and 57.39% from private sector showed imbalance between high effort spent at work and the reward received. However, in the public sector, the consequences of stress might be reduced, because the excess of commitment was considered low for 54.91% of the respondents, whilst in the private sector, the variable was perceived as high for 51.30 % what can maximize the damage caused by stress. Regarding the scales of Demand-Control and Effort-Reward Imbalance, individuals from the public banks were more exposed to work stress and consequently showed higher risk of mental illness. According to the results, in public sector, perceptions of distributive, procedural and interactional justice showed significant relationships with the dimensions control and social support. Moreover, in private banks, the perceptions of distributive, procedural and interactional justice were associated with the dimensions of psychological demands and social support. Furthermore, in both sectors, all three dimensions of justice were related to the size reward. High perceptions of justice (distributive, procedural and interactional), "low distress" and "low DER" showed significant associations among them. Relationships among low perceptions of organizational justice (distributive, procedural and interactional) and "high distress" and "high DER" were also identified. Solely in public sector, low perceptions of distributive, procedural and interactional justice showed relationship with "passive job". Furthermore, the results of this research reveal that the perceived justice of employees contributes to the way of dealing with work situations and the factors that lead to stress, such as psychological demands and control, effort spent and the reward received. / O objetivo dessa pesquisa foi analisar a relação entre a percepção de justiça organizacional e o estresse no trabalho em colaboradores do setor bancário público e privado de Santa Maria. Desse modo, o referencial teórico abordou os temas justiça organizacional e o estresse, com enfoque no estresse no trabalho. Realizou-se uma pesquisa descritiva, com estratégia do tipo survey. A população pesquisada foi 339 colaboradores bancários, sendo 224 do setor público e 115 do privado. Aplicou-se um questionário estruturado, contendo dados sociodemográficos. Os instrumentos utilizados foram a Escala de Percepção de Justiça Organizacional (MENDONÇA et al., 2003), a Escala de Estresse no Trabalho ou Job Stress Scale (KARASEK, 1985; THEÖRELL, 1988; ALVES et al., 2004) e a versão reduzida da Escala Desequilíbrio Esforço-Recompensa (SIEGRIST et al., 1996, 2009; CHOR et al., 2008). Os dados foram descritos por meio de estatística descritiva, indicador alfa de Cronbach, testes de normalidade, teste Mann-Whitney, teste Kruskal-Wallis, teste Qui-Quadrado e Análise de Correspondência. Pode-se verificar, em relação ao perfil dos colaboradores, que a maioria é casado, recebe remuneração mensal acima de 10 salários mínimos, possui ensino superior, não obteve diagnóstico de estresse, nem utilizou medicamentos para esse fim. Quanto à justiça organizacional, verificou-se que os colaboradores de bancos privados percebem maior justiça do que os de bancos públicos e que em ambos os setores foi identificada maior justiça na dimensão interacional. A análise do modelo Demanda-Controle da Escala de Estresse no Trabalho em bancos públicos constatou que 24,55% dos pesquisados encontram-se no baixo desgaste (estado ideal) e 37,40% enquadraram-se nessa situação em bancos privados. O apoio social foi considerado baixo para 66,52% dos pesquisados de bancos públicos, o que pode estar destacando os efeitos do estresse no trabalho, e avaliado como alto para 60% dos colaboradores de bancos privados, podendo amenizar os danos do estresse. Em relação ao modelo da Escala Desequilíbrio Esforço-Recompensa, 77,23% dos respondentes de bancos públicos e 57,39% de privados apresentaram alto desequilíbrio entre o esforço gasto no trabalho e a recompensa recebida. Contudo, no setor bancário público, as decorrências do estresse podem estar sendo reduzidas, pois o excesso de comprometimento foi considerado baixo para 54,91% dos respondentes, enquanto que, no setor bancário privado, essa variável foi percebida como alta para 51,30%, podendo maximizar os danos causados pelo estresse. Dessa forma, os indivíduos pertencentes aos bancos públicos apresentaram maior exposição ao estresse no trabalho e consequentemente maior risco de adoecimento psíquico, quando considerados os modelos Demanda-Controle e Desequilíbrio Esforço-Recompensa. De acordo com os resultados, em bancos públicos, as percepções de justiça distributiva, processual e interacional apresentaram relações significativas com as dimensões controle e apoio social. Por outro lado, em bancos privados, as percepções de justiça distributiva, processual e interacional se associaram com as dimensões demanda psicológica e apoio social. Além disso, nos dois setores pesquisados, as três dimensões de justiça se relacionaram com a dimensão recompensa. Pode-se perceber ainda que as altas percepções de justiça (distributiva, processual e interacional), o baixo desgaste e o baixo DER apresentaram significativas associações entre si. Foram identificadas também relações entre as baixas percepções de justiça organizacional (distributiva, processual e interacional) e o alto desgaste e o alto DER . Em bancos públicos as baixas percepções de justiça distributiva, processual e interacional apresentaram relações com o trabalho passivo dos colaboradores. Com isso, os resultados dessa pesquisa evidenciam que a percepção de justiça dos colaboradores contribui para a maneira de lidar com as situações de trabalho e, assim, com os fatores que levam ao estresse, como a demanda psicológica e o controle, o esforço gasto e a recompensa recebida pelo trabalho desempenhado.

Abstract The thesis deals with the priváte banking in the Czech Republic and in Liechtenstein. The goal is to analyze concrete services that the client can expect in both of these countries. Large topic in this thesis is the lombard credit, which is quite a typical product in western countries but not that known among Czech investors. As well as the thesis describes all the mechanisms around it.