Zugl.: Oestrich-Winkel, Europ. Business School, Diss.

La dynamique actuelle d’individualisation de la relation de travail s’entend comme une remise au premier plan du salarié en tant qu’individu au sein de l’organisation du travail et en matière de reconnaissance. Ce tropisme vers l’individu constitue un processus institutionnel pluriel dans lequel coopération et rapports de force concourent à structurer et à légitimer l’individualisation aux niveaux interprofessionnels, sectoriels et organisationnels. L’économie des conventions permet d’appréhender, davantage que la théorie de l’agence, les interactions entre dynamiques institutionnelles et pratiques d’acteurs ainsi que les investissements de formes sur lesquels elles s’appuient. La nature des structurations macrosociales ne détermine pas totalement celle des pratiques dans les entreprises, où l’individualisation devient tangible. Si les évolutions du rapport salarial sont pour partie différenciées en France et au Royaume-Uni, elles laissent ouverte l’alternative entre deux types de valorisation de l’individu dans la relation de travail : « néolibéral » et « émancipateur ». Si le secteur de la banque de détail commerciale affiche dans les deux pays une l’individualisation structurée vers la productivité et le contrôle, plutôt que vers la reconnaissance des qualifications, la comparaison – issue pour l’essentiel d’entretiens et d’exploitation d’archives – de quatre établissements bancaires démontre qu’existent des pratiques d’individualisation partiellement différenciées, en particulier en ce qu’elles sont davantage formalisées dans les banques britanniques, tout autant qu’elles y sont mieux assumées et légitimées, tant par les directions que par les syndicats. Cela s’explique par le fait que l’individualisation s’y voit explicitement assigner un objectif plus clair – rétribuer la performance de chaque salarié – qu’en France où elle apparaît moins assumée par les directions et surtout destinée à lutter contre l’importance du collectif. / Current dynamics of individualisation of the employment relation can be defined as a movement towards better importance given to the employee as an individual in the employment relation, in terms of working organization as such as recognition. This tropism towards the individual is a multi-dimensional institutional dynamics, in which cooperation and power struggle contribute to structure and to legitimate individualisation at the multi-professional, sectoral and organizational levels. In this way, economics of conventions is more adapted than agency theory to analyse interactions between these institutional dynamics and practices, as well as “investments in forms” structuring them.However, these structures do not totally determine situated practices in enterprises, where individualisation becomes tangible. Even though dynamics of “wage relations” are partly different in France and in the United Kingdom, they leave an alternative between two patterns of valorization of individual in the employment relation: “neoliberal” and “emancipating”. Indeed, even though the retail banking sector shows us, both in France and in the UK, that individualisation is mainly structured towards a productivity and a control target, more than towards skills or qualification recognitions, comparison – based on interviews and archives exploitation – of individualisation practices in four retail banks shows differences, in particular more formalization in the British banks where practices are also more asserted and legitimated, both by management and trade unions. We explain that by the fact that individualisation has there a clearer goal – to remunerate individual performance – than in the two French banks, where individualisation is less asserted whereas its goal appears more as a mean to strike against collectivism.

The thesis aims at design and implementation of a corporate performance management system in retail banking. It proposes a tree of performance metrics based on Dupont pyra-mid model. Using financial as well as non-financial measures, the proposed model manages to link all levels of management together into one shared hierarchy. As a result, the model shows how performance of a single worker adds up to the performance of the company as a whole. The model uses financial metrics such as interest margin, account balance, fees and remuneration cost and links them with non-financial measures such as client worker activities with clients, success rate of marketing campaigns, or client complaints. Implementation of the corporate performance management system is done using regular business intelligence tools. Third normal form data warehouse is the source for all data needed. A datamart on Teradata platform is proposed to hold the SQL transformed data from the data warehouse. Using the datamart a metadata layer in Microstrategy is created to distribute data among users.

This Diploma thesis focuses on the alignment of regulatory processes to support corporate performance management in the selected retail company. The main objective is the preparation of process maps that serve as a basis for the implementation of a global standard for automatic exchange of financial account information, developed by the OECD, also called as Common Reporting Standard. Additionally, the partial objectives include analysis of existing forms of content-related processes, creating a methodological support to the created processes and the theoretical concepts of regulatory requirements. The theoretical part focuses on the introduction of concepts related to the corporate management performance and also on theory about specific regulatory regulation used. In the practical part is an analysis of the company through the Balanced Scorecard (BSC), followed by the actual design and process description. The main contribution of the Diploma thesis was to perform process optimization, along with some improvements during the creation of these processes. The company will use the outcomes in practice.

The retail banking services sector, a key driver for global economic growth, faces drastic challenges, such as globalised competition and continuously changing customer expectations that call for an in-depth understanding of customer switching, particularly in Asia’s emerging markets. Research shows that minor reductions in switching can notably enhance profitability. Yet only insufficient or fragmented research to explain switching exists. For this study titled “A Cross-Cultural Study of Consumer Switching in the Retail Banking Services Sector” at The University of Manchester, completed in September 2014, Frank Siegfried identified the theory of planned behaviour as the most suitable framework, while Singapore served as a test bed in view of its diverse population. A qualitative pilot study was conducted (February to April 2010), consisting of 22 semi-structured interviews, in which a suitable definition of switching and a better understanding about the cross-cultural context of this study were developed. These insights were instrumental in the design of a new theoretical model, built on constructs that had not been combined in a single framework before, applying constructs of the theory of planned behaviour as the foundational framework, and subsequently integrating the concept of past behaviour, selected cultural dimensions from the GLOBE model and four distinct predisposing and precipitating factors. Next, a quantitative study was conducted (January to May 2013) and, after data cleaning, a quasi-representative sample of 1,431 cases was subjected to analysis. For comparability with other studies, both regression analysis (RA) and structural equation modelling (SEM) were performed. Notable results that were consistent in RA and SEM include: Attitude towards switching (attitude) successfully explained switching intention. Subjective norms had a positive effect on attitude, which implied a mediated effect of subjective norms on switching intention. Contradicting the initial hypothesis, a significant effect of perceived behavioural control on switching intention was negative. Past behaviour had a significant, but weak positive effect on attitude and switching intention, as well as an indirect positive effect on switching intention, mediated by attitude. Lack of trust positively affected switching intention. Service failure had a strong positive effect on switching intention, with perceived behavioural control moderating this effect. Performance orientation had a moderately strong effect on perceived behavioural control. High in-group collectivism negatively affected service failure. These results constitute the new Comprehensive Banking Service Switching Model (CBSSM). Interestingly, a large number of constructs and construct paths that played an important role in the literature could not be confirmed as significant contributors to the model. Overall, tests of model fit still showed a significant contribution of the proposed extensions to the foundational model. Weighting the importance of various constructs in a single framework enhances the understanding of switching of retail banking services in Singapore and offers new insights for strategic planning, particularly in the areas of branding, marketing, service operations and human capital management. Theoretical, methodological and managerial implications are discussed in detail.

The new EU regulation, revised payment services directive (PSD2), will change how the retail banking market works today. It will obligate banks, with the consumer’s consent, to provide access to account information and thus open up the market for new actors. This study aims to provide an understanding of the effects PSD2 will have on the retail banking market in Sweden and how the banks will act to cope with the changes it entails. There is a lack of academic articles on PSD2, and the reports that do exist are to the greater extent published by consultants. Hence, this report seeks to bridge that gap by exploring banks from a strategic point of view, taking a starting point in the theory of competitive advantage and open innovation, in order to analyse different banks’ strategies that they are considering when PSD2 is enforced. This will be a cornerstone for understanding the future development of the Swedish retail banking market. To gain in-depth knowledge about the banks’ strategies to cope with PSD2, a case study has been made where 10 semi-structured interviews have been conducted with 10 different banks operating in Sweden - this represents the greater majority of all banks in the Swedish retail banking market. From the empirical findings in this report, it is clear that very few banks consider that only complying to PSD2 is a good strategic alternative. Instead, most banks see greater business opportunities in PSD2 and from this study it is evident that the market is heading towards an open banking approach. However, the path towards open banking differs between banks. All banks will focus on becoming compliant but due to differences in size, capabilities and resources, the banks try to differentiate themselves through different approaches. Some banks will attempt an open banking approach immediately, while others will start by becoming a producer of services and from there decide whether or not to move into open banking. What has been made crystal clear from the analysis of the empirical findings, is that no banks will start off by becoming a distributor of more advanced customer data to third parties. / Den nya EU-regleringen, andra betaltjänstdirektivet (PSD2), kommer att förändra hur bankmarknade fungerar idag. Det kommer att förplikta banker, med konsumentens samtycke, att ge tillgång till kontoinformation och därmed öppna marknaden för nya aktörer. Denna studie syftar till att ge en förståelse för de effekter som PSD2 kommer att ha på bankmarknaden i Sverige och hur bankerna kommer att agera för att klara de förändringar som medförs. Det finns få akademiska artiklar om PSD2, och rapporterna som finns är i större utsträckning publicerad av konsulter. Därför syftar denna rapport till att bidra med en akademisk rapport som utforskar banker från en strategisk synvinkel, med utgångspunkt i teorin om konkurrensfördelar och öppen innovation, för att analysera bankernas strategier för att möta PSD2. Detta  kommer att vara grunden för att få en förståelse av den framtida utvecklingen av den svenska bankmarknaden.  För att få en djupare förståelse av bankernas strategier för att möta PSD2 har en fallstudie gjorts där 10 halvstrukturerade intervjuer har genomförts med 10 olika banker som är verksamma i Sverige - det motsvarar större delen av marknadsandelen på den svenska bankmarknaden. Från de empiriska resultaten i denna rapport är det uppenbart att väldigt få banker anser att endast följa PSD2 är ett bra strategiskt alternativ. I stället ser de flesta banker större affärsmöjligheter i PSD2 och från denna studie är det uppenbart att marknaden är på väg mot “open banking”. Vägen mot “open banking” skiljer sig mellan bankerna. Alla banker kommer att fokusera på att bli kompatibla men på grund av skillnader i storlek, kapacitet och resurser försöker bankerna skilja sig genom olika metoder. Vissa banker kommer omedelbart att ta sig an “open banking”, medan andra börjar med att bli en producent av tjänster och därmed bestämma huruvida de ska gå in i “open banking” eller inte. Vad som har tydliggjorts från analysen av de empiriska resultaten är att inga banker kommer att börja med att bli distributör av mer avancerade APIer till tredje parter.

Submitted in fulfillment of the requirements of the Degree of Master of Technology: Marketing, Durban University of Technology, 2012. / The aim of this study is to investigate service quality at retail banks, such as Standard Bank, ABSA Bank, First National Bank and Nedbank in Durban. The four objectives of this study are set as: Firstly, to identify the level of satisfaction with customer service received from different retail banks in Durban; Secondly, to identify customers’ expectations in terms of quality services provided by retail banks; Thirdly, to ascertain the perceptions of customers towards the service provided by retail banks in Durban; Fourthly, to measure the gaps between customer expectations and perceptions of service quality, using a modified version of the SERVQUAL model. The instrument used to assess the retail bank customer’s expectation and expectations of service quality, was the SERVQUAL questionnaire, measuring expectations and perceptions according to five quality dimensions. A total of 448 students were surveyed. Quota sampling was used in this study, in order to improve representativeness. Using quota sampling involves selecting the characteristics that are required in the sample and then sampling until enough representatives of each category are achieved. Although this is a form of non-probability sampling, a quota sample can provide a good approximation to a probability sample. It means that distributing questionnaires to a certain group would be stopped after the prescribed quota is reached. Data were analysed using descriptive and inferential statistical techniques. Conclusions and recommendations were thereafter drawn from the literature and the findings of the study. The study shows that retail bank customer expectations of service quality exceeded their perceptions in the five service quality dimensions used in the SERVQUAL questionnaire. This study is also important because it will assist bank managers to convert negative perceptions to positive impressions. Consequently, customers will benefit from the improved, outstanding customer service.

隨著日益都市化生活的演進中，便利商店已和我們的生活息息相關且成為不可或缺的消費場所。以目前台灣地區六千餘家的便利商店中，大約裝設了超過三千台自動提款機(ATM)。其中光是中國信託商業銀行和統一超商7-11聯盟，就已經在其便利商店裝設超過二千台ATM。但是這些機器所提供給消費者的功能，似乎和一般裝設在銀行分行端的ATM沒有太大的差別，客戶也感受不到任何差異化的服務，明顯的表現就是機器的使用率偏低。若是長期以往，勢必無法引起消費者的青睞，甚至沉重的營運成本也將造成金融機構的財務負擔。 以日本為例，其為全世界每百萬人口ATM機器數量最高者，也是全球ATM裝設數量第二大的國家。自1999年開始，日本在零售通路ATM上，小自內容供應 (Content Provide)，大到異業結盟 (Joint Venture) 等，都有關鍵性的創新經營和策略模式。在內容供應上，日本銀行業者與內容供應商 (Content Providers) 合作，在ATM上提供民生消費及流行資訊等零售市場小額售價服務，真正做到於超商據點中提供消費者零售金融 (Retail Banking) 的服務；而在經營策略上，為了降低營運成本負擔及提高資產使用效率原則，其金融機構逐漸發展出異業結盟和專業委外的經營型態 (Business Model) 的概念，捨棄以往自行擁有 (Exclusive Ownership) 轉而成為向專業ATM經營公司租賃， 一則增加資產使用率、降低營運成本 ，另一方面藉由專業資訊管理機制所發展出來科技整合，加強金融服務和零售通路的優勢結合，增加客戶使用的方便性，也進一步擴大對消費者的服務範圍，達到雙贏的結果。 本篇研究以日本超商ATM現況為對象，並參考其發展模式，加入台灣經營環境及消費習慣，提出經營策略方案，讓國內銀行業者從財務和科技發展角度看ATM在零售市場通路的佈局。

This study identified and empirically investigated individual employee, organisational and information and communication technology (ICT) systems factors to determine the extent to which these factors support employees’ learning of the adopted retail banking ICT systems before undergoing training. Quantitative research approach was followed. A realised stratified random sample of 237 respondents consisting of tellers and customer care consultants (one group) and line managers (second group), working at branches of various retail banks in the western region of Kenya, participated in this study. Descriptive, exploratory factor and inferential statistical analyses were conducted. The results showed: a high level of agreement with the identified factors; significant positive linear relationships between the factors; statistical significant differences (p<0.05) between the respondent groups and between the categories for each demographic variable with regard to the respondents’ level of agreement with each factor. Supportive and directive learning strategies were recommended for retail banking employees before training. / Business Management / M. Com. (Business Management)

Increasing climate awareness, the Paris Agreement urging institutions to enable the economic transition toward sustainability and the looming possibility of environmental regulations are challenges facing the banking sector today. This study however chooses to see opportunities in a changing retail banking environment, investigating what green banking products customers want their bank to provide and how the introduction of green banking product might impact customer loyalty. The research was conducted through a mixed-method approach consisting of both quantitative and qualitative elements during the time-period of January to June 2019. 504 individuals engaged in the survey conducted and their answers were both analysed through the development of a customer loyalty framework and with theoretical support from the literature gathered. The results indicated a positive attitude towards green banking products while also not showing a clear preference or desirability for a specific product. Additionally, this study found a positive relationship between the introduction of green banking products and increased customer loyalty. The study concluded that green banking products suggestively have an advantageous position in the evolving financial sector, more specifically in a number of years. / Ökande klimatmedvetenhet, Parisavtalet som uppmuntrar institutioner att möjliggöra en ekonomisk övergång till hållbarhet och hägrande möjligheter till tuffare miljöregler, är utmaningar som banksektorn står inför idag. Denna studie väljer emellertid att se möjligheter i en förändrad bankmiljö, genom att undersöka vilka gröna bankprodukter kunderna vill att deras bank ska tillhandahålla och hur införandet av gröna bank-produkter kan påverka kundlojalitet. Undersökningen genomfördes genom en mixed-method approach som bestod av både kvantitativa och kvalitativa element under perioden januarijuni 2019. 504 personer deltog i undersökningen som genomfördes och deras svar analyserades både genom utvecklingen av ett ramverk för kundlojalitet och med teoretiskt stöd från den samlade litteraturen. Resultaten indikerar en positiv inställning till gröna bankprodukter, men visar inte heller en tydlig preferens eller önskemål om en viss produkt. Dessutom fann denna studie ett positivt förhållande mellan introduktionen av gröna bankprodukter och ökad kundlojalitet. Undersökningen drog slutsatsen att gröna bankprodukter sannolikt har en fördelaktig position inom den utvecklande finanssektorn, mer specifikt inom ett antal år.