by Tsoi Wing, Yeung Yin Ping. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1999. / Includes bibliographical references (leaf 78). / Questionnaire also in Chinese. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF ILLUSTRATIONS --- p.vi / LIST OF TABLES --- p.vii / Chapter CHAPTER I. --- BACKGROUND --- p.1 / Growing Maturity of the Mobile Telecommunications Industry --- p.1 / Intense Competitions in the Industry --- p.3 / Company Overview: Hutchison Telecom --- p.9 / Significance of Customer Satisfaction and Loyalty --- p.12 / Objectives of this study --- p.13 / Chapter CHAPTER II. --- MACRO-ENVIRONMENT ANALYSIS --- p.14 / Political /Legal Impact --- p.14 / Economic Impact --- p.16 / Socio-cultural Impact --- p.17 / Technology Impact --- p.18 / Chapter CHAPTER III. --- INDUSTRY ANALYSIS --- p.20 / Internal Rivalry --- p.20 / Market Entry --- p.31 / Substitutes --- p.31 / Buyer Power --- p.32 / Supplier Power --- p.33 / Overall Implications --- p.33 / Chapter CHAPTER IV. --- COMPANY ANALYSIS --- p.34 / Strengths --- p.34 / Weaknesses --- p.37 / Opportunities --- p.39 / Threats --- p.40 / Chapter CHAPTER V. --- MARKET SURVEY --- p.42 / Survey Objective --- p.42 / Research Methodology --- p.42 / Limitations --- p.43 / Results and Findings --- p.44 / Chapter CHAPTER VI. --- RECOMMENDATIONS --- p.59 / Product Strategy --- p.59 / Pricing Strategy --- p.62 / Place Strategy --- p.63 / Promotion Strategy --- p.63 / Chapter CHAPTER VII. --- CONCLUSIONS --- p.64 / Chapter CHAPTER VIII. --- APPENDICES --- p.66 / Appendix 1 - Recent Major Events of Hutchison --- p.66 / Appendix 2 - Organization Structure and Objectives of OFTA --- p.67 / Appendix 3 - Customer Survey Questionnaire --- p.68 / Appendix 4 - Customer Survey Results --- p.71 / Chapter CHAPTER IX. --- BIBLIOGRAPHY --- p.78

by Ho Kwok Ching, Lui Chun Wah. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references (leaves 116-119). / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.v / LIST OF TABLES --- p.viii / Chapter / Chapter I --- INTRODUCTION --- p.10 / Chapter II --- MARKET PROFILE REPORT --- p.14 / Background and History --- p.14 / Market Growth --- p.15 / Spending of Mobile Phone Users --- p.18 / Market Share --- p.19 / The Evolution of Consumer Culture in Hong Kong --- p.19 / Quantitative (Before 1970) --- p.19 / Qualitative (1970 - 1985) --- p.20 / Emotional (1986 - 1994) --- p.20 / Multi-segment (1995 to now) --- p.20 / The Emerging Markets --- p.21 / The Elderly Market --- p.21 / The New Generation Market --- p.21 / The Female Market --- p.22 / Conclusion --- p.22 / Chapter III --- COMPETITIVE PROFILE REPORT --- p.24 / Existing Mobile Network Operators --- p.24 / Brand Perception --- p.24 / Promotion Strategies --- p.26 / Technology --- p.27 / Market Share --- p.29 / Activities Summary --- p.30 / CSL --- p.30 / SmarTone --- p.31 / Hutchison --- p.32 / Pacific Link --- p.33 / Service Commitment and background of the 6 PCS operators --- p.33 / Conclusion --- p.35 / Chapter IV --- CUSTOMER PROFILE REPORT --- p.37 / Mobile Communications Needs --- p.37 / Prompt Factors for Purchase --- p.38 / Basic Attitudes of Pricing --- p.39 / Price Sensitivity --- p.40 / Buying Cycle --- p.41 / Mobile Haters --- p.42 / Customer Survey --- p.42 / Chapter V --- PRODUCTS AND SERVICES PROFILE REPORT --- p.44 / Roaming Countries Comparison --- p.45 / Coverage Comparison --- p.45 / Service Binding/Prepayment Comparison --- p.45 / Conclusion --- p.46 / Chapter VI --- COMPANY PROFILE REPORT --- p.49 / Network Infrastructure --- p.50 / Scope of Services --- p.51 / Subsidiaries --- p.52 / Hongkong Telecom CSL --- p.52 / Hongkong Telecom IMS --- p.53 / Regional Activities --- p.53 / Quality Service Commitment --- p.54 / Strength and Weakness --- p.56 / Strength --- p.56 / Weakness --- p.56 / Brand Perception --- p.58 / Activities Summary --- p.59 / Conclusion --- p.60 / Chapter VII --- ANALYSIS --- p.62 / Chapter VIII --- MARKETING SUB-PROGRAMME 1: CUSTOMER RETENTION --- p.67 / Dealing with the Churn --- p.67 / Churning Reasons --- p.70 / Safety use customer --- p.70 / Service Objectives and Strategies --- p.71 / Tactical Action Plan --- p.74 / Monitoring --- p.74 / Progress Meeting --- p.75 / Weekly 'Customer-At-Risk' Report --- p.75 / Budget --- p.76 / Chapter IX --- MARKETING SUB-PROGRAMME 2: TERTIARY STUDENTS SEGMENT --- p.77 / Introduction --- p.77 / Market Profile Report --- p.77 / Customer Profile Report --- p.79 / Competitive Profile Report --- p.82 / Promotion and Communication --- p.82 / Price --- p.83 / Product Profile Report --- p.85 / Marketing Objectives and Sales Forecast --- p.86 / Marketing Weapons --- p.87 / Pricing Objectives and Strategies --- p.87 / Detail Tactical Plan - Pricing --- p.88 / Promotion Objectives and Strategies --- p.89 / Tactical Action Plan - Promotion --- p.90 / Product Objectives and Strategies --- p.91 / Tactical Action Plan - Product --- p.91 / Overall Tactical Action --- p.91 / Budget --- p.92 / Chapter X --- CONCLUSION --- p.93 / Chapter APPENDIX I - --- CUSTOMER SURVEY QUESTIONNAIRE --- p.95 / Chapter APPENDIX II - --- CUSTOMER SURVEY RESULTS --- p.100 / Chapter APPENDIX III - --- CUSTOMER SURVEY RESULTS (TERTIARY STUDENTS) --- p.110 / Chapter APPENDIX IV - --- TACTICAL ACTION PLAN (TERTIARY STUDENTS) --- p.115 / Chapter APPENDIX V - --- FINANCIAL ANALYSIS (TERTIARY STUDENTS) --- p.115 / BIBLIOGRAPHY --- p.116

by Lee Chi Leung, Edmund, Liu Lei. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2002. / Includes bibliographical references (leaves 77-78). / Questionnaire also in Chinese. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.v / LIST OF FIGURES --- p.viii / ACKNOWLEDGEMENT --- p.xi / Chapter CHAPTER I --- INTRODUCTION --- p.1 / Chapter 1.1 --- Branding in China --- p.1 / Chapter 1.2 --- Branding in Telecommunication Industry in China --- p.4 / Chapter CHAPTER II --- BRANDING OF CHINA UNICOM'S CDMA SERVICE --- p.7 / Chapter 2.1 --- China Unicom --- p.7 / Chapter 2.2 --- Definition of Key Constructs --- p.9 / Chapter 2.4 --- Branding of China Unicom´ةs CDMA Service --- p.19 / Chapter CHAPTER III --- RESEARCH METHODOLOGY --- p.26 / Chapter 3.1 --- Research Objectives --- p.26 / Chapter 3.2 --- Research Design --- p.26 / Chapter 3.3 --- Research Instrument Design --- p.27 / Chapter 3.4 --- Sampling Procedures --- p.29 / Chapter CHAPTER IV --- ANALYSIS OF FINDINGS --- p.30 / Chapter 4.1 --- Focus Group Discussions --- p.30 / Chapter 4.2 --- Survey Findings --- p.31 / Chapter 4.2.1 --- Questions on China Unicom --- p.31 / Chapter 4.2.2 --- Questions on China Unicom's CDMA Service --- p.36 / Chapter 4.2.3 --- Questions on Consumer Behavior and Respondents' Profile --- p.45 / Chapter 4.3 --- Research Limitations --- p.52 / Chapter 4.3.1 --- Scale Ratings --- p.52 / Chapter 4.3.2 --- Frame of Reference - Product Brand Names --- p.52 / Chapter 4.3.3 --- Sampling Procedure --- p.53 / Chapter CHAPTER V --- RECOMMENDATIONS --- p.54 / Chapter 5.2 --- Focus on Customers --- p.54 / Chapter 5.1.1 --- Target Premium Customers --- p.54 / Chapter 5.1.2 --- Create Real Value-for-Money --- p.55 / Chapter 5.1.3 --- Establish Trust in a Long-term Relationship --- p.55 / Chapter 5.2 --- Build a Strong Service Brand --- p.57 / Chapter 5.2.1 --- Enhance Brand Recall --- p.57 / Chapter 5.2.2 --- Build a Strong Corporate Brand --- p.58 / Chapter CHAPTER VI --- CONCLUSION --- p.60 / APPENDIX 1 QUESTIONNAIRE IN SIMPLIFIED CHINESE --- p.62 / APPENDIX 2 QUESTIONNAIRE IN ENGLISH TRANSLATION --- p.65 / APPENDIX 3 SUMMARY OF SURVEY RESULTS --- p.68 / APPENDIX 4 BACKGROUND OF CHINA UNICOM'S CDMA SERVICE --- p.74 / BIBLIOGRAPHY --- p.77 / BOOKS --- p.77 / JOURNAL PAPERS --- p.78 / WEBSITES --- p.79

The financial service industry has experienced massive change since the early 1980s. In the past, banks and building societies used to serve their customers' needs differently, but with the removal of many barriers in terms of pricing and various products which the banks and building societies sold their customers, these institutions have brought about changes concerning the expansion of the products and service which they offer to their customers. Today, many financial services encompass the philosophy of implementing marketing programmes which are aimed at looking after their customers and maximizing their satisfaction with the service. The main aim of this study was to investigate customers' perceptions vis-a-vis the service that is provided by ABSA Longmarket Street Branch, in terms of customer satisfaction. More specifically, the objectives were: • To identify customers' expectations in terms of financial services. • To ascertain the perceptions of ABSA customers towards the service ABSA Longmarket Street Branch provides them with. • To measure the gaps between the perceptions and expectations of the service that ABSA provides its customers, using the Servqual Score. • To calculate and measure the score for the five Servqual dimensions. Using the Servqual model to measure expectations in terms of service, i.e. what is expected compared with perceptions of service received, the study focused on ABSA customers who use the Longmarket Street Branch in Pietermaritzburg. Customers felt that brochures would be better when an information is printed in all languages and important messages be displayed on the Automated Teller Machine (ATM) screen and be advertised more often on television. Another concern was that customers felt that it is important for the staff to show sincere interest when solving the customers' problems. This can be achieved by keeping the customer informed with the progress of hislher query. It is of the utmost importance to provide the right service at the right time. Another concern raised was that customers need to be reassured that the problem will be solved and dealt with in a professional manner. Customers felt more secure doing their transactions at the branch rather than at the ATMs. They felt more comfortable to talk to people, as this builds long-lasting relationships. The majority of the respondents felt that management must encourage staff to share product knowledge that will help them to deliver a better quality of work. The study shows that there is a lack of individual attention when the staff deals with customers. Giving the customer undivided attention, being patient and calling them by their names, to make them feel welcome and acknowledged, can improve this. There is a necessity for the branch to extend working hours to accommodate everyone. The branch has to consider offering facilities such as the Internet and telephone banking, to make banking simple and convenient to everyone at home. / Thesis (M.B.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2005.

Univ., Diss.--Frankfurt (Main), 2004.

Thesis (MTech (Business Administration))-- Cape Peninsula University of Technology, 2009 / A quantitative research study was conducted in order to obtain insight and knowledge of the perceptions of management with regard to changes taking place within the Financial Services Sector (FSS). The call centre at Sanlam Head Office in Bellville was used as a case study, and focus was primarily with first line managers at the call centre. The motivation for the study stemmed from the researcher’s experience within the FSS coupled with introduction of legislation for financial service providers. The ultimate objective of the study is to provide generic guidelines of how managers should respond to change on various and different levels and to equip managers with tools to apply during change phases and cycles within the organization. The literature review covers areas that releates to how managers responded to change in areas of leadership, culture, structure and legislation. Changes in these four areas were researched from different authors that specialize in organizational development, leadership development, organizational change and legislation. These ideas and perspectives from a range of South African and international writers gave the researcher an opportunity to conceptualize change, in general, and to provide a clearer understanding of generic competencies that are required to deal with it. Some models of how to deal with resistance to change and key success factors in dealing with it, are discussed. The researcher elected to work with managers at the Sanlam call centre, since they experience and are directly exposed to implementation of change at grassroots level. Results of the research confirm that dealing with change is a challenging experience for managers. A participatory management approach will result in less resistance from employees. The investigation also recommends that deciding on a vision with all key role players is not a once-off occurrence, but should be revisited, realigned and adjusted as the need arises within the organization. Furthermore, the results confirm that soft skill training and development such as conflict and diversity management should be implemented during the diversity and the changing face of the workplace. The main objective and recommendation is that managers should relook and revisit their management styles, involve all role players during decision making processes, and value and appreciate employee’s inputs and ideas.

Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2016. / The aim of this research is to identify and explore the factors affecting information security compliance of information security policies and regulations, in a financial services organisation. The organisation has to comply with information security regulations and legislations by righteousness of its operations in light of the fact that any wrong doing together with misuse of data, are continually expanding. Corporate embarrassments comes about due to rupture of security, results in expanded thoughtfulness regarding corporate consistency. Legislature and policies have been set up to counter information security issues. This legislature and policies are not adequately addressing the compliance issues that arise, but are needed within organisations. Compliance targets are not met due to inconsistent guidelines that turns out to be significant in diminishing the financial position, reputation and security of information. This research further aims to explore whether employees comply with laws and regulations regarding information in an organisation. This is done in order to confirm whether governance and human factors play any significant part in compliance. The research is an exploratory study and specifically analyses the governance function and which stakeholders influence its operations in information compliance. The research investigates certain questions on organisational culture and the human factor, do influence employee’s compliance to laws and regulations. The objectives of the research are to investigate which factors, and how such factors influence compliance of information security policies and compliance with the goal of designing an integrated framework to assist in counteracting these findings. The research is underpinned by the Neo-institutional theory, Agency Theory and Rational choice theory. The Denison organisational cultural model and a framework proposed by von Solms are used as lenses to interpret the data of the research.

The Retail Distribution Review (RDR) was introduced by the Financial Services Board (FSB) to change the distribution and remuneration practices in the financial services industry in an attempt to ensure that clients receive fair treatment when purchasing financial products. The FSB aims to ensure that clients are sold products which are suitable for their financial needs and objectives; that clients receive appropriate advice which is not biased and not subject to product supplier influence in particular and that there is full transparency in the sales process. The current distribution of financial products and some financial advisor remuneration models are noted as contributing factors to the poor outcomes of current product selling practices. The impact of RDR on the sustainability of the South African financial services industry and advisor force is expected to be substantial, especially in terms of advisor remuneration, the reduction in qualified experienced advisors and a growing advice gap. This study reviewed the research conducted in the UK and Australia where RDR has been implemented and the impact thereof on the financial planning industry in these countries. This study aimed to determine if the South African advisors have started changing their business models to ensure that they are ready for the implementation of RDR and to reduce the impact of RDR on their practices. An environmental scan was conducted in order to identify and understand other factors specific to the South African context which will impact the financial services industry in the future. Research was conducted via online questionnaires as well as personal interviews to determine the perception of clients pertaining to the trustworthiness and professionalism of financial advisors and what they perceive as value in terms of financial planning, their knowledge of RDR and the changing environment. Industry experts were given the opportunity to share their views regarding the impact of RDR on the industry as well as their proposals in terms of the implementation and roll-out of RDR.

Submitted in fulfillment of the requirements for the degree of Masters of Technology: Business Administration, Durban University of Technology, Durban, South Africa, 2017. / The term “wireless network” pertains to a very comprehensive field and at different points in history, meant different things. For example, in 1901 it would have meant Marconi’s first transatlantic communication and later, to the walkie-talkie in the Second World War. Since the late 1940’s, large companies and emergency services have used wide area private networks which could also be catergorised as wireless networks. However, public consciousness of wireless networks only arose in the 1980’s through the commercial distribution of cellular mobile radio. The telecommunications industry is experiencing a phenomenal revolution in which; the driving factors are innovative technologies, deregulation and globalization. Innovative technologies introduce dynamic changes in the way that telecommunication business is conducted. Deregulation is the liberalization of telecommunications which significantly increases the telecommunications market, while also allowing for strong competition amongst mobile service providers. Globalisation is the breakdown of legacy barriers which forces monopolistic service providers to compete in the international arena. With service delivery being identified as one of the key components for a successful telecommunications service provider, along with the Quality of Service of their network, both components are evaluated to determine how efficient the organisation is within the mobile telecommunications industry. Telecommunications service delivery is a way of ensuring the Quality of Service delivered for outsourced and retained services. The responsibilities of the mobile operator include monitoring, analyzing and reporting on service delivery performance in order, to ensure that customer satisfaction is met or even exceeded by the mobile operator. The South African mobile telecommunication industry is experiencing phenomenal growth, just like the rest of the world. Over the last two decades, the South African mobile telecommunications industry has experienced dramatic changes. Fixed line service providers have expanded into the mobile arena. Mobile operators are trying to form mergers and purchase fixed line companies. This study investigates the challenges faced by a mobile service provider in meeting internal customer needs. The Quality of Service (QoS) of the mobile network was evaluated and the various elements which contribute to challenges experienced by the service provider were identified. A mixed methods data collection method was employed for this study. To obtain the qualitative data, semi-structured interviews were conducted with management staff. Quantitative data was obtained through the use of questionnaires and an existing discourse analysis was conducted to identify characteristics on existing reports which were generated from within the organisation, for data collection. The results showed that the mobile operators had to be innovative and competitive simultaneously. Mobile operators face various challenges. The increased level of competition amongst service providers ensured improved QoS and service delivery to consumers. The mobile operator’s network foot print has to increase to provide its own network availability to clients. In order to avoid or reduce network sharing or roaming of network services as this comprises the client network coverage on the network. The mobile service provider should actively analyse network traffic to avoid potential disruptions and, to ensure that customers have a seamless connection. This study concludes that the changing environment of communications forces organizations to consistently re-evaluate their strategies and necessary re-align their strategies to the business needs of the organisation. The initial planning entails making technology choices to meet the overall business goals. However, technology is changing at an exponential rapid rate; therefore the organization should reach the completion of the product life cycle to ensure that this product is still required in the market. The main finding of this study reinforced the contention that planning is the most critical part of mobile network strategy. The organisation’s strategy may change to accommodate environmental changes. However, these changes should not affect the life cycle of the blueprint design. / M

In recent years, the mobile phone has been used as a tool to conduct business in many areas. The insufficient number of fixed wireless services has created an opportunity for the entry of mobile phone systems into the market to provide telecommunication sevice in Thailand and Hong Kong. Mobile phone use has been growing dramatically during the past ten years as a result of the high rate of economic growth.