by Daisy Cheng Siu-ling, Andrew Mak Yip-shing. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1981. / Bibliography: leaves 76-77.

by Veronica Wong Mun Yee. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1991. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / ACKNOWLEDGEMENT --- p.v / Chapter / Chapter I. --- INTRODUCTION --- p.1 / What is Service Quality? --- p.1 / Origin & Purpose of this Study --- p.3 / Focus & Scope of this Study --- p.4 / Plan of the Report --- p.6 / Chapter II. --- METHODOLOGY --- p.7 / Limitation of the Study --- p.8 / Literature Review --- p.9 / Focus Group Interviews with Customers --- p.10 / In-depth Interviews with Bank Personnel --- p.13 / Chapter III. --- SIGNIFICANCE OF SERVICE QUALITY IN THE 1990s : A LITERATURE REVIEW --- p.16 / Definition and Models of Service Quality --- p.16 / Emerging Significance of Service Quality in the Changing Environment --- p.23 / Costs and Benefits of Service Quality --- p.25 / Bibliography --- p.28 / Chapter IV. --- FINDINGS FROM THE FOCUS GROUPS WITH CONSUMERS --- p.32 / Attitudes Towards Retail Banking Services --- p.32 / Bank Usage Behaviour --- p.33 / How Do They Choose Banks --- p.34 / Likelihood of Changing/Switching Banks --- p.35 / Key Determinants for Evaluating Service Quality --- p.36 / Implications --- p.39 / Chapter V. --- FINDINGS FROM THE IN-DEPTH INTERVIEWS WITH BANK PERSONNEL --- p.42 / Chapter VI. --- IMPLEMENTATION OF SERVICE QUALITY STRATEGIES --- p.47 / Change of Organisational Culture --- p.47 / Full Commitment From Both Management & Staff --- p.50 / Internal Customer Philosophy --- p.52 / Reinforcement and Evaluation --- p.54 / Chapter VII. --- CONCLUSIONS --- p.56 / APPENDIX

Fiona Yee-Wan Lai. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaves 43-47). / Abstracts in English and Chinese ; questionnaire also in Chinese. / ACKNOWLEDGEMENT --- p.I / ABSTRACT --- p.II / 摘要 --- p.III / TABLE OF CONTENTS --- p.IV / LIST OF FIGURES --- p.VI / Chapter CHAPTER 1: --- INTRODUCTION --- p.1 / Service Quality and Customer Satisfaction --- p.2 / The Disconfirmation Gap Model of Service Quality --- p.2 / Service Quality Dimensions for the Banking Industry --- p.4 / Service Loyalty and other Behavioral Intentions of Service Quality --- p.7 / Past Studies of Customers' Loyalty on Service Quality --- p.7 / Future Behavioral Intentions --- p.8 / Current consumption Behaviors --- p.10 / Linking Service Loyalty with Service Quality --- p.11 / Limitations of Past Studies --- p.12 / The Proposed Model of Service Quality and Behavioral Consequences --- p.12 / The Effects of Market Segmentation on the Relationship Between --- p.15 / Service Quality and Behavioral Consequences --- p.15 / Literature Review of the Moderator Effects on the Linkage Between Service Quality and Behaviors --- p.15 / The Power of Market Segmentation --- p.16 / Segmenting the Banking Industry --- p.17 / The Impact of Market Segmentation on Service Quality and Behavioral Consequences --- p.18 / Chapter CHAPTER 2: --- METHOD --- p.21 / Participants --- p.21 / Procedure --- p.21 / Survey Instrument --- p.23 / Chapter CHAPTER 3: --- RESULTS --- p.25 / Descriptive Analysis --- p.25 / Confirmatory Factor Analysis --- p.29 / Evaluation of the Structural Model --- p.30 / Multi-Sample Analysis --- p.32 / Chapter CHAPTER 4: --- DISCUSSION --- p.36 / The Global Picture --- p.37 / Structural Relationships of Different Market Segments --- p.38 / The Effective Way to Tailor-Make Marketing Strategy --- p.39 / REFERENCES --- p.43 / APPENDIX I: QUESTIONNAIRE --- p.48 / APPENDIX II: ENGLISH TRANSLATION OF QUESTIONNAIRE --- p.54

by Wong Pik-wan. / Summary in Chinese on endpapers. / Thesis (M.Comm.)--Chinese University of Hong Kong, 1969. / Selected bibliography: l.122-123.

by Chan Chi Kan. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1987. / Bibliography: leaves 57-59.

by Chan Lai-ming, Raymond, Mok Ngai-shun, Esmond. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1988. / Bibliography: leaves 65-68.

by Lau Man Pong, Siu Lai Lai Ying, Joan, Tsui Siu Kwan, Stephen. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1995. / Includes bibliographical references (leaves 120-121). / Abstract --- p.i / Table of Contents --- p.ii / List of Tables --- p.iii / List of Appendies --- p.iv / Chapter / Chapter I. --- "An, Overview of BIS Rulings" --- p.1-2 / Chapter 1.1 --- Definition --- p.2-8 / Chapter 1.2 --- Reasons For the creation of BIS Ruling on Capital Adequacy --- p.8-10 / Chapter II. --- The Banking Industry of Hong Kong --- p.11 / Chapter 2 .1 --- Backgound --- p.11-12 / Chapter 2 .2 --- Lending Activities Of Hong Kong's Commercial Banks In 1993 --- p.12-14 / Chapter 2.3 --- Application Of Capital Adequacy Ratio In Hong Kong --- p.14-16 / Chapter III . --- Objective of the study --- p.17-19 / Chapter IV. --- Research Methodology --- p.20 / Chapter 4.1 --- Research Design --- p.20 / Chapter 4.2 --- Data Collection Method --- p.20 / Chapter 4.2.1 --- Questionnaire --- p.20-21 / Chapter 4.2.2 --- Direct interview --- p.21 / Chapter 4.3 --- Sampling Method --- p.22 / Chapter 4.4 --- Analysis Techniques --- p.22-23 / Chapter V. --- Research Findings --- p.24 / Chapter 5.1 --- Introductions --- p.24-25 / Chapter 5.2 --- Limitations On Data Analysis --- p.26 / Chapter 5.3 --- Data Analysis --- p.27 / Chapter 5.3.1 --- Section A: Opinion Towards BIS Standard On CAR --- p.27-36 / Chapter 5.3.2 --- Section B： Bank' s Reaction --- p.36-41 / Chapter VI. --- Conclusions --- p.42-44 / Appendix --- p.45-119 / Bibliography --- p.120-121

Summary in Chinese. / Thesis (M.B.A.)--Chinese University of Hong Kong. / Bibliography: p. l. 111-115.

by Chan King-Yan, Chu Kin-Yan Jeannie, Hsu Mei-Ying. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaf 64). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vi / Chapter / Chapter I. --- Project Overview --- p.1 / Chapter II. --- Methodologies Applied --- p.3 / Step 1 Exploratory Research --- p.3 / Step 2 Interviews --- p.3 / Chapter III. --- The importance of CRM in China banking industry --- p.5 / Economic Globalization and China's Accession into WTO --- p.5 / The Influence of Information Technology (IT) --- p.5 / Changes in the Dynamics of Supply and Demand in the Financial Market --- p.5 / Rapid Response to Market Demands and High Level of Customization --- p.6 / Chapter IV. --- Current situation of CRM --- p.7 / The Reasons for the Failure of CRM --- p.7 / Treat Technology as the Primary Driver of Customer Strategy --- p.7 / Lack of Executive Support --- p.7 / Data Is Ignored --- p.8 / Information system (IS) organization and business users cannot work together --- p.8 / No Attention Is Paid to Skill Sets --- p.9 / CRM in China --- p.9 / CRM Industry Is in Chaos --- p.9 / Resistance of CRM Implementation --- p.10 / Willingness to Invest in CRM Training --- p.10 / Chapter V. --- Business environment of China --- p.11 / Politics --- p.12 / Economics --- p.15 / Demographic --- p.16 / Technology --- p.20 / Chapter VI. --- CRM implementation in Guangdong Development Bank in China --- p.22 / Introduction of Guangdong Development Bank --- p.22 / Strengths and Weaknesses --- p.22 / Feasibility and Benefits of Executing CRM --- p.26 / The Effect of External and Internal Factors on Strategy Formulation --- p.30 / Strategy Translation and Implementation --- p.34 / Stage 1 - Develop Prerequisite Arenas before Implementing CRM --- p.34 / Stage 2: Establish CRM system --- p.41 / Stage 3: Performance Indicators --- p.43 / Chapter VII --- RECOMMENDATIONS --- p.45 / Actions to Guarantee Long-term Success --- p.45 / APPENDIX --- p.49 / BIBLIOGRAPHY --- p.64

Zhang Xixi. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2006. / Includes bibliographical references (leaves 90-91). / Abstracts in English and Chinese. / Chapter I. --- Introduction --- p.6 / Chapter II. --- Literature Review --- p.10 / Chapter III. --- Hypotheses and Design of the Tests --- p.22 / Chapter IV. --- Data and Findings --- p.34 / Chapter A. --- Data Source --- p.34 / Chapter B. --- Selection of Sample BHCs --- p.35 / Chapter C. --- BHC Size and Description Securitization --- p.38 / Chapter 1). --- Description of BHC Size --- p.38 / Chapter 2). --- Types of Securitization --- p.43 / Chapter V. --- Results --- p.46 / Chapter A. --- Differences Between Securitizing and Non-securitizing BHC Characteristics --- p.46 / Chapter 1). --- Univariate Test between Securitizing and Non-securitizing banks Characteristics --- p.47 / Chapter 2). --- Joint Test of Difference between Mean Values of the Characteristics --- p.61 / Chapter B. --- Correlations among Variables --- p.62 / Chapter 1). --- Correlation within Same Characteristics Class --- p.63 / Chapter 2). --- Correlation among Different Characteristics --- p.65 / Chapter C. --- To Explain Decision on Securitization --- p.67 / Chapter D. --- Linear Regression to Explain the Degree of Securitizing Among Securitizing Banks --- p.75 / Chapter V. --- Conclusion and Insights for Future Research --- p.82 / Chapter A. --- Conclusion --- p.82 / Chapter B. --- Future Research --- p.87 / Chapter VI. --- References --- p.90 / Chapter VII. --- Appendix --- p.92