La responsabilidad social corporativa (RSC) es un concepto que ha atraído un especial interés de los investigadores en las últimas décadas. Sin embargo, aun hoy en día existe la necesidad de continuar profundizando en el estudio de sus beneficios como herramienta de marketing. Para cubrir este objetivo, el interés de la presente Tesis Doctoral se centra en la relación entre la imagen de RSC y el comportamiento del consumidor, basada en una amplia revisión de la literatura académica al respecto. Se utilizan metodologías de investigación tanto cualitativa como cuantitativa. Concretamente, un estudio cualitativo permite analizar la identidad corporativa referida a RSC mientras que a través de una investigación cuantitativa se estudia la imagen de RSC, su proceso de formación y su relación con el comportamiento del consumidor. La investigación se desarrolla en el ámbito del sector financiero, uno de los mayores inversores en RSC a nivel mundial. / Corporate social responsibility (CSR) has been a concept of much research in recent decades, although there is a need to deepen into the study of its benefits as a marketing tool. In order to comply with this objective, this dissertation keeps its focus on the relationship between corporate social responsibility image and customer behaviour, taking as a basis a wide review of the existing literature. Both qualitative and quantitative methods are used. Specifically, a qualitative research is carried out to study corporate identity while a quantitative research is designed to study corporate social responsibility image, its formation process and its relationship to consumer behaviour. The research takes place in the banking service sector, one of the greatest investors in corporate social responsibility in the world.

Baigiamajame magistro darbe nagrinėjama marketingo komplekso elementų ir vartotojo elgsenos veiksnių įtaka vartotojo lojamumui. Analizuojama marketingo komplekso sudėtis skirtingose marketingo koncepcijose, pateikiamas vartotojo elgsenos veiksnių klasifikavimas, nagrinėjami vartotojo lojalumą lemiantys veiksniai. Atliktas komercinių bankų klientų lojalumo tyrimas anketinės apklausos metodu. Remiantis tyrimo rezultatais, nustatyti pagrindiniai komercinių bankų klientų lojalumą lemiantys veiksniai. Baigiamajame darbe sudarytas komercinių bankų klientų lojalumo formavimo modelis. Išnagrinėjus teorinius ir praktinius vartotojo lojalumo aspektus, pateikiamos baigiamojo darbo išvados ir siūlymai. Darbą sudaro 5 dalys: įvadas, teorinė marketingo komplekso, vartotojų elgsenos ir lojalumo analizė, komercinių bankų klientų lojalumas, išvados ir pasiūlymai, literatūros sąrašas. Darbo apimtis – 77 p. teksto be priedų, 34 iliustr., 4 lent., 59 bibliografiniai šaltiniai. Atskirai pridedami darbo priedai. / In the master‘s thesis the influence of marketing mix and consumer behaviour factors to loyalty is analysed. Different marketing mix elements in particular marketing concept are analysed. Also a classification of consumer behaviour factors is presented. Determinants of customers loyalty are analysed. The research of commercial bank customers‘ loyalty is made by using questionnaire method. With reference to results of the research determinants of commercial bank customers‘ loyalty are found. In the master‘s thesis the model of commercial banks customers loyalty is created. After analysing theoretical and practical aspects of customer loyalty the conclusions and suggestions are given. Structure: introduction, analysis of theoretical aspects of marketing mix, consumer behaviour and loyalty, commercial banks customers’ loyalty, conclusions and suggestions, references. Thesis consists of: 77 p. text without appendixes, 34 pictures, 4 tables, 59 bibliographical entries. Appendixes included.

Bankbranschen befinner sig i en ständig förändring, där traditionella bankkontor avvecklas och de digitala banktjänsterna tillkommer. Detta har skapat en ny sorts relation mellan bankernas kunder och banken, där den fysiska relationen har minskat och den digitala relationen har ökat. Således var det relevant att studera hur kundernas förtroende för banken har påverkats när bankerna digitaliserar sina tjänster. Syftet med studien är att undersöka digitaliseringen av banktjänsters påverkan på kundernas förtroende för banken. Studien utgår från en kvantitativ metod. Den kvantitativa metoden baseras på en positivistisk och deduktiv ansats som utgår från teorier och testar studiens tre hypoteser. Studiens empiriska data samlades in i form av en Internetenkät. Internetenkäten besvarades av 182 respondenter. I den teoretiska referensramen presenteras teorier som har för avsikt att klargöra studiens bakgrund. Digitalisering, osäkerhet och risk är de teorier som utgör studiens påverkande faktorer mot kundförtroendet för banken. Resultatet visar att digitalisering av banktjänster, upplevd osäkerhet i användningen av digitala banktjänster och upplevd risk i användningen av digitala banktjänster har ett negativt samband med kundernas förtroende för banken. / The banking industry is constantly changing. Where traditional banking offices are discontinued and the digital banking services are added. This has created a new kind of relationship between the bank’s customers and the bank, where the physical relationship has decreased and the digital relationship has increased. It then became relevant to study how the bank’s customers has been affected when banks digitize their services. The purpose of this study is to explore the digitization of banking services impact on customer’s trust to the bank. The study is based on a quantitative method. The quantitative method is based on a positivistic and deductive approach which is based on theories and tests the three hypotheses of the study. The empirical data was collected by an Internet survey. The Internet survey was answered by 182 respondents. The theoretical frame of reference presents theories that intend to clarify the background of the study. Digitization, uncertainty and risk are the theories that make up the study’s influencing factors towards customer trust in the bank. The result shows that digitization of banking services, the perceived uncertainty in the digitization of banking services and the perceived risk in the digitization of banking services has a negative correlation with customer trust in the bank.

The use of the Web to carry out business on the Internet has become a viable option in all business sectors, and Internet banking in South Africa is no exception. The nature of business on the Internet in South Africa and the World is investigated. The extent of Internet banking in South Africa is ascertained and the expectations and perceived problems of online bankers are discussed. The importance of Human Computer Interface and Web Interface Design for successful business is promoted with a discussion of their guidelines and principles. Web Evaluation techniques and Tools are assessed and The "Gartner" Web evaluation tool is selected to evaluate the three bank Web sites. The results of the evaluation indicate that there are several generally well implemented design criteria used by all of the banks while some criteria are not implemented at all. Each bank is discussed individually to identify strong and weak features of their Web site design. Essential aspects of Web design have been proposed for inclusion during the design of "online" Banking Web sites.

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 thesis is a summary of the basic principles of bank trading focusing on the differences between business of traditional and "low-cost" banks. Furthermore, this thesis contains the analysis of operational revenues and costs of selected banks subsequently analyzed the structure of sources operational profit of selected traditional banks in comparison with selected "low-cost" banks in ČR. This thesis includes analyzis of trends that currently move the banking sector and following the trends analysis of non-banking services provided by banks in ČR which can be considered as an alternative source operational profit of traditional banks. The last part of the thesis includes evaluation of the survey, which was carried out to determine customer satisfaction with bank services in ČR.

The master's thesis is devoted to the development of methodological aspects of assessing the degree of customer satisfaction with remote banking services. The purpose of the research is to develop a methodology for analyzing customer's opinion about the quality of online banking services and a statistical evaluation of results. The paper concludes that increasing the availability and reliability of Internet banking increases the level of user satisfaction and contributes to improving the competitiveness of Iraqi banks in the context of digital transformation of society. / Магистерская диссертация посвящена развитию методических аспектов оценки степени удовлетворенности клиентов дистанционными банковскими сервисами. Целью исследования является разработка методики анализа клиентского мнения о качестве банковских интернет-сервисов и статистическая оценка полученных результатов. В работе сделан вывод о том, что повышение доступности и надежности интернет-банкинга повышает уровень удовлетворенности пользователей и способствует повышению конкурентоспособности иракских банков в условиях цифровой трансформации общества.

Text in Afrikaans, abstract in Afrikaans and English / The development of sophisticated computer technology and the consequent computerisation of the payment system has had a far-reaching effect on fund transfer systems all over the world. The most important purpose of this thesis is to indicate the nature of an electronic fund transfer; to set out the relationships of the parties involved in an electronic funds transfer and to show by comparison with other legal systems where our law may be deficient in the regulation of the computerised payment system. At the outset, the nature and functions of money are compared to electronic fund transfers and a distinction drawn between paper-based transactions and electronic fund transfers. In this regard, electronic fund transfers as method of payment is also discussed. Automatic computer processing also gave rise to a variety of new kinds of financial services. A distinction is made between customer-initiated systems (A TM' s, EFTPOS and home-banking services) and systems used by the banks to effect electronic funds transfers between banks and to send financial messages. In this regard, the settlement function of clearing houses and the legal nature thereof are examined. A description of a local clearing house, the ACB, is included as well as a discussion of the clearing of cheques, the moment of payment of cheques and the status of the ACB. Other relevant legal aspects of the computerisation of the payment system which are examined and discussed are the following: the use of the so-called electronic signature; the regulation of risks in electronic payments and the creation of sufficient security measures; the criminal liability of an accused in the case of an unauthorised withdrawal or transfer; questions and problems surrounding evidential matters; the putting into operation of procedures to correct errors and the creation of an ombudsman to settle and resolve disputes; cheque truncation and the right of an individual to privacy in the milieu of electronic payments. Finally, the legal relationships between the parties involved in a credit transfer and the moment of payment is examined. Regulation in this regard is also considered. / Die ontwikkeling van gesofistikeerde rekenaartegnologie en die gevolglike rekenarisering van die betalingstelsel het 'n verreikende effek op die fondsoordragstelsels van banke regoor die wereld gehad. Die belangrikste doelstellings van hierdie proefskrif is gevolglik om die aard van 'n elektroniese fondsoordrag aan te dui; om die verhoudinge tussen die partye betrokke by 'n elektroniese fondsoordrag nader te omskryf en om by wyse van 'n regsvergelykende ondersoek aan te toon waar daar leemtes in ons reg ten opsigte van die regulering van die gerekenariseerde betalingstelsel bestaan. Die aard en funksies van geld is ter aanvang met elektroniese fondsoordrag vergelyk en 'n onderskeid is tussen papierbasistransaksies en elektroniese fondsoordragte getref. In hierdie verband is elektroniese fondsoordrag as betalingsmetode ook bespreek. Outomatiese rekenaarverwerking het ook tot 'n verskeidenheid van nuwe soorte finansiele dienste aanleiding gegee. Daar is onderskei tussen klient-geaktiveerde stelsels (OTM'e, EFTPOS en tuisbankdienste) en fondsoordragstelsels wat deur die banke aangewend word om elektroniese fondsoordragte tussen banke te bewerkstellig en om finansiele boodskappe te versend. In die verband is die verrekeningsfunksie van klaringshuise en die regsaard daarvan ondersoek. 'n Beskrywing van die werksaamhede van die ACB, as plaaslike klaringshuis, is hierby ingesluit asook 'n bespreking van die verrekening van tjeks, die tydstip van betaling van tjeks en die status van die ACB. Ander relevante regsaspekte van die rekenarisering van die betalingstelsel wat ondersoek en bespreek is, is die gebruik van die sogenaamde elektroniese handtekening; die risikoreeling in die elektroniese betalingsverkeer en die daarstelling van voldoende sekuriteitsprosedures; die strafregtelike aanspreeklikheid van 'n beskuldigde in die geval van 'n ongemagtigde onttrekking of oordrag; vrae en probleme rondom bewysregtelike aangeleenthede; die inwerkingstelling van foutoplossingsprosedures en die daarstelling van 'n ombudsman om geskille te voorkom en te besleg; tjekretensie en die reg van die individu op sy privaatheid in die milieu van die elektroniese betalingsverkeer. Laastens is die regsverhoudinge tussen die deelnemende partye en die tydstip van betaling in die geval van 'n kredietoordrag ondersoek, en oorweging is aan regulering in die verband geskenk. / Private law / LL. D.

Text in Afrikaans, abstract in Afrikaans and English / The development of sophisticated computer technology and the consequent computerisation of the payment system has had a far-reaching effect on fund transfer systems all over the world. The most important purpose of this thesis is to indicate the nature of an electronic fund transfer; to set out the relationships of the parties involved in an electronic funds transfer and to show by comparison with other legal systems where our law may be deficient in the regulation of the computerised payment system. At the outset, the nature and functions of money are compared to electronic fund transfers and a distinction drawn between paper-based transactions and electronic fund transfers. In this regard, electronic fund transfers as method of payment is also discussed. Automatic computer processing also gave rise to a variety of new kinds of financial services. A distinction is made between customer-initiated systems (A TM' s, EFTPOS and home-banking services) and systems used by the banks to effect electronic funds transfers between banks and to send financial messages. In this regard, the settlement function of clearing houses and the legal nature thereof are examined. A description of a local clearing house, the ACB, is included as well as a discussion of the clearing of cheques, the moment of payment of cheques and the status of the ACB. Other relevant legal aspects of the computerisation of the payment system which are examined and discussed are the following: the use of the so-called electronic signature; the regulation of risks in electronic payments and the creation of sufficient security measures; the criminal liability of an accused in the case of an unauthorised withdrawal or transfer; questions and problems surrounding evidential matters; the putting into operation of procedures to correct errors and the creation of an ombudsman to settle and resolve disputes; cheque truncation and the right of an individual to privacy in the milieu of electronic payments. Finally, the legal relationships between the parties involved in a credit transfer and the moment of payment is examined. Regulation in this regard is also considered. / Die ontwikkeling van gesofistikeerde rekenaartegnologie en die gevolglike rekenarisering van die betalingstelsel het 'n verreikende effek op die fondsoordragstelsels van banke regoor die wereld gehad. Die belangrikste doelstellings van hierdie proefskrif is gevolglik om die aard van 'n elektroniese fondsoordrag aan te dui; om die verhoudinge tussen die partye betrokke by 'n elektroniese fondsoordrag nader te omskryf en om by wyse van 'n regsvergelykende ondersoek aan te toon waar daar leemtes in ons reg ten opsigte van die regulering van die gerekenariseerde betalingstelsel bestaan. Die aard en funksies van geld is ter aanvang met elektroniese fondsoordrag vergelyk en 'n onderskeid is tussen papierbasistransaksies en elektroniese fondsoordragte getref. In hierdie verband is elektroniese fondsoordrag as betalingsmetode ook bespreek. Outomatiese rekenaarverwerking het ook tot 'n verskeidenheid van nuwe soorte finansiele dienste aanleiding gegee. Daar is onderskei tussen klient-geaktiveerde stelsels (OTM'e, EFTPOS en tuisbankdienste) en fondsoordragstelsels wat deur die banke aangewend word om elektroniese fondsoordragte tussen banke te bewerkstellig en om finansiele boodskappe te versend. In die verband is die verrekeningsfunksie van klaringshuise en die regsaard daarvan ondersoek. 'n Beskrywing van die werksaamhede van die ACB, as plaaslike klaringshuis, is hierby ingesluit asook 'n bespreking van die verrekening van tjeks, die tydstip van betaling van tjeks en die status van die ACB. Ander relevante regsaspekte van die rekenarisering van die betalingstelsel wat ondersoek en bespreek is, is die gebruik van die sogenaamde elektroniese handtekening; die risikoreeling in die elektroniese betalingsverkeer en die daarstelling van voldoende sekuriteitsprosedures; die strafregtelike aanspreeklikheid van 'n beskuldigde in die geval van 'n ongemagtigde onttrekking of oordrag; vrae en probleme rondom bewysregtelike aangeleenthede; die inwerkingstelling van foutoplossingsprosedures en die daarstelling van 'n ombudsman om geskille te voorkom en te besleg; tjekretensie en die reg van die individu op sy privaatheid in die milieu van die elektroniese betalingsverkeer. Laastens is die regsverhoudinge tussen die deelnemende partye en die tydstip van betaling in die geval van 'n kredietoordrag ondersoek, en oorweging is aan regulering in die verband geskenk. / Private law / LL. D.

Wireless technologies, such as Worldwide Interoperability for Microwave Access (WiMAX) and Wireless Fidelity (WiFi), are making it easier to provide the much needed telecommunications infrastructure in marginalized areas worldwide. These technologies enable the rapid deployment of network services as well as their redistribution throughout these marginalized areas. The ability to bring Internet connectivity to previously underserviced and marginalized areas has the potential to leap-frog socio-economic development and improve participation in the global knowledge economy. This study investigated how wireless access technologies, such as WiMAX and WiFi, can be integrated and used to deliver ubiquitous distributed Internet connectivity with increased capillarity in rural areas. The research was undertaken within an ICT for Development (ICT4D) intervention called Siyakhula Living Lab (SLL) which is based in the Eastern Cape province of South Africa. The research further eliminated the accessibility constraints associated with long distances and remoteness from the Digital Access Nodes (DANs) and provided increased penetration in the network in contrast to the traditional Telecentre model which has been used extensively in ICT4D interventions. This was achieved by deploying WiFi hotspots around the DANs and extending the existing SLL WiMAX backbone to increase the network footprint to neighboring communities. The technical result of the research has been the provision of increased capillarity on the network and service redistribution throughout the entire Dwesa community. Consequently, this has given local community members an opportunity to access network services easily and ubiquitously. Finally, the research investigated and presented the benefits of such wireless network deployment configurations on ICT4D activities in marginalized areas.