The diploma thesis deals with psychosocial risks and stress in work. The theoretical part of the work is devoted to the definition and characteristics of psychosocial risks and stress. Furthermore, the legislative entrenchment of psychosocial risks in the Czech Republic and the European Union is described. The theoretical assumptions are concluded by the definition of psychosocial risk management. The methodological part is devoted to the quantitative survey, which is focused on the psychosocial risks of bank advisers of the company. Based on the results of the questionnaire survey, appropriate recommendations are made to reduce psychosocial risks in the company.

This paper researches blockchain technology applications for the banking sector and the challenges facing the adoption of the technology. Interviews were conducted with professionals with knowledge and experience about this topic. The results of the interviews were then compared with the research literature in order to gain a deeper understanding of blockchain technology in the banking sector. Some potential applications of blockchain technology for banks are clearing and settlement and anti money-laundering activities. One of the biggest challenges found is the lack of regulation regarding this technology and issues with scalability.

Title: The major banks digital customer relationships - a qualitative study of the impact of  digitalization on customer relationships in the banking sector.  Author: Emelie Fernholm and Emma Finnhult.  Keywords: Swedish banks, digitalization in the banking sector, digital customer relationships.  Aim: The aim of this study is to describe how banking clerks experience the impact of digitalization on customer relationships. Furthermore, the study aims to investigate whether the older generation has been affected harder by increased digitalization in the banking sector comparison with the younger generation and whether video chats is a successful complement to other digital channels to include more senses in customer conversation.  Theoretical reference frame: The theoretical frame of reference consists of the subject areas digitalization, digitalization in the banking sector, generations, customer relationships, customer loyalty and asymmetric information flows. The theory further presents several models. These models describe the impact of digitalization on the business, various relationship programs to create a good relationship with the customer and an alternative database for evaluating customer relationships. The theory chapter ends with an “understanding model” that connects the entire theoretical frame of reference.  Method: This study is based on a qualitative research method. Eight bank clerks have been interviewed from Sweden's major banks in a small municipality, a medium-sized municipality and a large municipality. The answers have been analyzed with the help of an intra- and interval analysis.  Conclusion: The theoretical frame of reference and the empirical material have finally resulted in four conclusions. The study shows that bank clerks customer relationships have been affected more positive than negative as a result of increased digitalization, that long-term customer relations have not become less important in Sweden's major banks as a result of increased digitalization, the problem that the older generation is affected by digitalization is explained much worse in the theoretical frame of reference compared to what bank clerks believe and video chats is a good complement to other digital channels to include more senses in the customer conversation.

Banking sector is one of the largest sectors dealing with individual customers directly and in fact the success and profitability of company is also based on the number of customer base and their level of transactions. The current banking industry is under immense pressure because now the customer switching is quite common but the banks are still trying to sustain their customer base by managing the customer loyalty program through effective customer relationship management. The current study revolves around the customer relationship and customer loyalty in banking sector of UK. The study has been started with objective to understand that whether relationship marketing have any significant impact on customer loyalty and customer retention in banking sector of UK. The study is based on primary research work where the customers of UK banking sector have been contacted through social media for supporting in research work. There are 2500 customers were targeted for the survey purpose but just 160 people replied with survey and the same data was used for result analysis. The convenience sampling method is used in study and the survey was conducted through survey questionnaire. The survey questionnaire was prepared on Likert Scale and the questionnaire was formed on Google Drive. The survey result is analysed with help of SPSS 22.0 and the major statistical used for study are Mean and graphical presentation. The hypothesis testing is done through ANOVA. The result indicates that there is a positive relationship between relationship marketing and customer loyalty and retention.

Структура магистерской диссертации включает в себя введение, три главы, заключение, список использованных источников и приложения. В первой главе представлены теоретические основы исследования финансовых инноваций в деятельности коммерческих банков. Во второй главе представлена характеристика АО «Тинькофф Банк», выполнен анализ инновационной активности, проведена оценка эффективности инноваций, реализуемых Банком. В третьей главе описаны проблемы реализации финансовых инноваций, а также даны практические рекомендации по повышению эффективности реализации инноваций АО «Тинькофф Банк». В заключении сформированы основные выводы. / The structure of the master's thesis includes an introduction, three chapters, a conclusion, a list of references and applications. The first chapter presents the theoretical foundations of the study of financial innovations in the activities of commercial banks. The second chapter presents the characteristics of Tinkoff Bank JSC, analyzes the innovative activity, evaluates the effectiveness of innovations implemented by the Bank. The third chapter describes the problems of implementing financial innovations, as well as provides practical recommendations for improving the efficiency of implementing innovations of Tinkoff Bank JSC. In conclusion, the main conclusions are formed.

This essay is about brands linked to the Swedish banking sector. The reason why this topic waschosen is based on the increased importance of the brand in global markets, where there isunfortunately a lack of studies that examine brands in the banking sector. A central point ofdeparture in the study is Swedbank's money laundering crisis that was discovered in 2019,where both the consequences of this crisis were linked to Swedbank's own brand as well asfour other brands in the banking sector. The purpose of the study is to contribute increased knowledge about how Swedbank's moneylaundering crisis affected its own brand and four other brands in the banking sector.To achieve the designed purpose of the study, two research questions have been formulated:(1) How was Swedbank's brand affected and restored as a result of the 2019 crisis? And (2)How did Swedbank’s 2019 crisis affect other major banks and non-major banks from a brandperspective? The study has applied a qualitative method approach where primary data has been collectedthrough eight semi-structured interviews, where the respondents have been selected with helpof a goal-directed sample. The theoretical framework, from which this paper is based on, isBenoit’s theory “Image Restoration Theory (IRT)”, while “Spillover” is applied to examinehow competing brands to Swedbank are affected by Swedbank’s crisis in 2019. The results of the study indicate that Swedbank’s brand has been affected to a large extent,where special activities have been conducted with the aim of restoring the brand’s reputationand trust. The biggest consequence because of the crisis can be described as reduced trust,combined with the fact that the brand has become less selectable. For example, Swedbank haschanged its strategic direction, as well as reworked the brand’s vision and purpose. As for thetendency of the crisis to affect other brands in the banking sector, the effects can be seen asrelatively vague. Two of the banks considered themselves not to have been affected at all, onebank considered themselves to have been negatively affected and one bank consideredthemselves to have been positively affected. On the other hand, there was a large consensusthat Swedbank’s crisis reduced the confidence of the banking sector overall.

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Yes / Dividend policy has been a puzzling question for many years. This study attempts to identify the key factors affecting it in the financial sector that have been neglected in the literature. Using panel data on 621 Group of Seven (G-7) banks and 68 Gulf Cooperation Council (GCC) banks, five main factors namely, banks’ size, profitability, growth, leverage, and last year’s dividend were empirically tested regarding their impact on dividend payout ratios. In addition to comparing the two economies descriptively, the researchers employed panel data analysis using multiple regression with random effects. The findings revealed that the dividend payout ratio for the GCC countries is higher than G-7 countries in every year of the examined period (2010-2015). Furthermore, for both G-7 and GCC banks, profitability and last year dividend had a significant positive influence while banks’ leverage had a significant negative influence on the dividend payout. It was found also that banks’ size is an important dividend determinant in the G-7 countries only.

The strategic importance of a well-established banking sector in an economy and the pivotal role trust plays in this sector is well-documented in banking literature. Given this accepted importance of trust, it is surprising that some banks are still exhibiting more signals of distrust than of trust as expected, shattering consumer trust and confidence in the process. In response, governments, through their central banks, occasionally resort to implementing policies that focus heavily on regulation and control. These interventions are usually designed to restore consumer confidence in the banks’ future behaviours as well as providing assurance that exchanges taking place within a banking sector are safe and secure. Surprisingly, consumer trust and confidence are still elusive in some banking sectors, despite all these measures. This mixed-methods, sequential explanatory study explores the concept of trustworthiness by investigating trustworthiness dimensions of banks that drive consumer trust in the Zimbabwean banking sector that is experiencing low trust and confidence levels. To fulfil the objectives of this study, a quantitative research approach (survey) was first employed to explore bank customers’ trustworthiness perceptions on a sample of 400 customers. A qualitative research approach (semi-structured interviews), was then employed to gain a better understanding and clarification of the survey findings. Structural Equation Modeling (SEM) was applied to determine the statistical model that sought to explain the relationship among the variables. Hypotheses were then tested between model constructs to determine their influence on one another. Study findings revealed that shared values, structural assurance and integrity (consistency) are the trustworthiness determinants with the highest positive influence on bank trustworthiness. A negative relationship was found between communication and bank trustworthiness. Competence was found to have an insignificant correlation with trustworthiness. Additionally, both behavioural intentions and affective commitment (relational outcomes) were found to positively influence bank trustworthiness. This study has brought to light how trustworthiness of banks is perceived in a banking sector that is not only experiencing a confidence crisis but also in a country that is experiencing an uncertain economic and political environment within an African banking context. The final model presented in this study can be applied in trustworthiness studies in the financial services sectors, particularly in sectors that are operating in similar uncertain environments. In order to reignite consumer confidence in the banking sector, the RBZ is advised to set tighter corporate governance measures that can put a stop to activities such as insider lending that end up defrauding depositors within the banks. It is also imperative that departments such as Treasury, Risk and Credit within the RBZ and in banks are managed by competent personnel who adhere to the prudential standards of banking. Bank custodians are advised to continuously exhibit trustworthiness behaviours because customers’ trust and confidence can only be restored if there is evidence of sincere behaviours that are regarded as reflecting a trustworthy image. Planning for peak periods in terms of cash and personnel, to avoid prolonged queues and cash shortages that have become an everyday occurrence in the Zimbabwean banking sector is one way banks can improve trust and confidence. Banks should also consider providing services such as financial hardship advisory services and extended loan repayment options that can go a long way in not only assisting their customers to manage their debts, but also to show that banks are taking into consideration their customers’ current challenges and needs. Key stakeholders in the banking sector are also encouraged to share information on key developments integral to the smooth functioning of the banking sector. This information should then be disseminated to the banking public in a unified voice to avoid distortion of information that leads to financial anxiety and further erosion of trust. In the absence of formal timeous communication, bank customers may resort to relying on the grapevine and engage in speculative behaviours which can be very destructive and difficult to correct. / Business Management / D.B.L.

Ever since its conception, Intellectual Capital has undergone substantial transformation both in terms of its general definition and its prevalence in external reports. Although consistently focusing on intangibles, over time, intellectual capital has become an area focused on intangibles in accordance with the basic principles of the Resource-Based View regarding how assets can be used to acquire sustainable superior performance. Proponents of intellectual capital adhere to its framework and classification of different intangibles, claiming that it offers increased understanding as to how value is derived from intangible assets. The understanding of the measurement and subsequent reporting of intellectual capital being value creating is, however, a disputed claim. The field of intellectual capital has also been stated to be suffering from a lack of empirical studies focused on specific sectors. Although organisations from among the banking sector have been included in empirical studies within the realm of intellectual capital, there are few such studies which include Swedish banks, let alone studies focused on the Swedish bank sector. The question of whether organisations among the Swedish banking sector are dedicating themselves towards measuring intangible assets included in the intellectual capital framework has so far not been closely studied. Neither has a study focused on exploring the underlying motivations as to why organisations within this sector would choose to dedicate themselves to such work been made. By means of a qualitative research method focused on interviews with respondents from three banks belonging to the Swedish banking sector, this study demonstrates that although intellectual capital is virtually unknown within the sector, examples of the organisations’ measuring practises of intangibles included in the intellectual capital framework are numerous. By implementing resourced-based view and legitimacy theory, the primary motivation behind organisations implementing such measurements is suggested to primarily be to better understand and utilise the resource. The findings of this study also suggest that disclosure of intellectual capital is not viewed as legitimising, despite similarities between organisations in the sector leading to expressed wishes of certain intangibles being disclosed for differentiation purposes. / Intellektuellt Kapital har gått igenom en omfattande förvandling både vad gäller dess generella definition och sin utbredning i externa rapporter sedan begreppet först myntades. Även om begreppet konsekvent har fokuserat på immateriella tillgångar har intellektuellt kapital, över tid, blivit ett område där immateriella tillgångar behandlas i enhet med de grundläggande antaganden hos Resursbaserad Teori i fråga om hur tillgångar kan användas för att uppnå varaktiga konkurrensfördelar. Förespråkare av intellektuellt kapital ansluter sig till dess ramverk och klassificering av olika immateriella tillgångar och påstår att det erbjuder en ökad förståelse gällande hur värde härleds från dessa tillgångar. Huruvida mätningen och följaktiga rapportering av intellektuellt kapital är värdeskapande är däremot ett omtvistat område. Intellektuellt kapital har även hävdats lida av en brist av empiriska studier fokuserade på specifika sektorer. Även fast organisationer från banksektorn har varit inkluderade i empiriska studier inom området intellektuellt kapital så finns det få sådana studier som inkluderar svenska banker, för att inte tala om studier som fokuserar på den svenska banksektorn. Frågan om huruvida organisationer från den svenska banksektorn aktivt mäter immateriella tillgångar som inkluderas i ramverket av intellektuellt kapital har hittills inte studerats grundligt. Inte heller har en studie gjorts som fokuserar på att utforska de underliggande motivationerna varför organisationer inom denna sektor skulle ägna sig åt sådant arbete. Genom en kvalitativ studie baserad på intervjuer med respondenter från tre banker från den svenska banksektorn demonstrerar denna studie att trots att intellektuellt kapital är praktiskt taget okänt inom sektorn så återfinns ett flertal exempel av mätning av immateriella tillgångar som inkluderas i ramverket hos intellektuellt kapital bland dessa organisationer. Genom implementering av resursbaserad teori och legitimitetsteorin så framgår att den huvudsakliga orsaken till att organisationer implementerar sådan mätning är att få ökad förståelse för resursen och bättre kan utnyttja den. Resultaten visar även på att redovisning av intellektuellt kapital inte ses som legitimerande, trots att likheter mellan organisationer i den svenska banksektorn tycks leda till att vissa immateriella tillgångar redovisas för att organisationen ska kunna differentiera sig från sina konkurrenter.