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The Basel Accord regulates risk and capital requirements to ensure that a bank holds capital proportional to the exposed risk of its lending practices. Basel II allows banks to develop their own empirical models based on historical data for probability of default (PD), loss given default (LGD) and exposure at default (EAD). Brazil was among the first emerging market countries to release a timetable for the implementation of the Basel II Accord and aimed to apply it uniformly to all Brazilian financial institutions from 2005 to 2011. Within this context, the necessity arises of conducting research that could assist the financial institutions in improving the accuracy of their models. This thesis has three objectives. The first is to develop a macro-economic model to predict the behaviour of the aggregate delinquency in Brazilian consumer loans. The model consists in testing co-integrating relationships and then estimating a short run error correction model. The results based on monthly data from 2000 to 2012 show that the delinquency rate is particularly sensitive to shocks on GDP and to the variation of workers' income. The analysis then shifts to micro or account level to model the behaviour of borrowers and certain novel types of information that can be used for prediction. Second, customers fail to make loan repayments for a number of reasons, ranging from simple forgetfulness to deliberate attempts. For this reason, the second objective is to investigate the reasons for default and to explore ways of incorporating these variables into Recovery Rate (RR = 1 - LGD) models, since the standard approach overlooks real reasons for default and uses proxies for them such as marital status and length of employment. Customers who failed to repay their loans were interviewed in order to discover the causes for this failure. In addition, the interviews included questions aimed to measure the customer's personality traits and their financial knowledge in relation to the reasons for default. The empirical results show that the variables proposed in this study, namely, reason for missing payment, financial knowledge and risk taken, improve the prediction of the recovery rate. Thirdly, it is known that recovery depends on the debt collection process and on the different options or actions that collection departments can take. Yet there is practically no literature exploring the impact of the lender's collection actions on RR/LGD. This work fills this gap by investigating the role of different collection actions at the loan-level for a retail credit product, and by estimating LGD models using Panel Data regressions.

This diploma thesis analyzes current book market, its specific features, history, threats and opportunities. The practical part deals with research and analysis of customer behaviour and their shopping habits. The research is then used for market segmentation.

Title: Sensory Marketing - Does music influence customers? Effects of music on customer behaviour, emotion and perceived atmosphere towards a specific product category Background A new area of research within the field of marketing have grown since the 2010’s. This type of marketing is called Sensory Marketing and it can be used to trigger subconscious emotions within consumers by using the human senses: sight, hearing, smell, feeling and taste. In order to make products more attractive for the customers. Purpose The object of this study is to conduct an experiment where music is added to a specific product category located in specific part of the service environment. The goal of the experiment is to find out if the music changes the customers perceived atmosphere, emotions and actual behaviour when they are being exposed to music near a specific product category. The study aims to increase the understanding of customers emotions, perceived atmosphere, quantity of products bought and how long customers stay in a area of a service environment that is being targeted with music. Method and theory Through reviews of relevant literature within Sensory Marketing twelve hypotheses was created, which either got confirmed or rejected after 4 days of observations and questionnaires done on a sample consisting of 300 customers in a service environment. Results Most of the hypotheses were confirmed and the results shows that there is a significant correlation between music and customers emotions, behaviour and perceived atmosphere of a specific section in a service environment.

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<p>The main objective of this thesis is to study how the structures of a sell dialog, via a web shop, should be designed in order to support and inspire the customer. To get the answer to this question I use a qualitative and quantitative method. The qualitative method is applied in connection with different interviews. The quantitative method is used to analyze different answers given from those who are interviewed. I also use the deductive method due to my interest of studying how reality can relate to the theories with the choice of the subject.</p><p>Moreover, this thesis is structured by three main perspectives; company, customers and techniques. The theoretical part of the thesis includes definitions and theories about electronic business, customers’ behaviour and technique, UML (Unified Modelling Language), which is a visual syntax for visualising, specifying, constructing and documenting system engineering, and UP (Unified Process), which is a method that complements UML. Furthermore, the empirical part of the thesis includes interviews with Chris Jangelöv and Patrik Cardell (Visma Spcs), who are representing the companys’ perspective on a sell dialog via a web shop. For the customers’ perspective on the subject, I collect and outline the interviews from Visma Spcs customers. Moreover, I review the interview with David Nadel, where he discusses the UML and UP techniques and also electronic business in general.</p><p>As for the results, I come to the conclusion that a web shop should be structured from a customer´s perspective and his/her inquiries concerning the products and services. UML and UP, however, are techniques that focus on the structuring of data and processes without taking the developing dialogue with the customer into serious account. These techniques do not address issues of why a web shop is used as it is, UML and UP only apply what a web shop can look like and how it could be used. Therefore, I argue that there is a lack of connection between the UML and UP techniques and the real live user and actual use. I also reached the conclusion that there should be three main building blocks when structuring a sell dialog via a web shop. These are; structure, information and navigation.</p>

Purpose: Previous research has highlighted that dysfunctional customer behaviour is commonplace in service exchange interactions. However, most research has focused on what forms of dysfunctional behaviours that are prevalent in a face-to-face context. Instead of focusing on traditional face-to-face interactions, this thesis will address and consider dysfunctional customer behaviour in a live chat support context. Moreover, the reason why certain behaviours are perceived as dysfunctional in an online context will also be discussed from a role discrepancy perspective. Methodology: The methodological approach relies on a qualitative case study of the online casino company LeoVegas. The research is carried out by conducting ten semi-structured interviews with the firm's live chat customer-contact employees. The interviews were conducted via the video chat application Skype. Findings: The findings highlight five customer behaviour categories that the respondents perceived as dysfunctional. The employees thought these behaviours violated the rules and norms of the service script. However, the data implied role discrepancies between the employees and customers, where the customers and the employees had different views of the service script. The reason for these discrepancies were due to customer ignorance of reading the terms and conditions, which the employees and LeoVegas recognized as the service script. This resulted in customer violations of the service scripts which the employees perceived as dysfunctional customer behaviour. Originality/Contribution:The thesis contributes with five employee perceived categories of dysfunctional customer behaviour in a relative unstudied online support context. A theoretical contribution of the study is the introduction of a new perception of dysfunctional customer behaviour, with the researchers arguing that dysfunctional customer behaviour is not about customers violating the service script but rather that there is a role discrepancy between the customers and the employees. This leads to an important managerial implication, that managers need to ensure role congruence between employees and customers so that role discrepancy may be avoided.

The need for online banking technology in the banking industry is important to allow financial institutions to serve their customers worldwide, without having the need to be present in person or face-to-face to benefit from the service. Despite the investment in informational technology and information system infrastructure by Saudi Arabian financial institutions, the Saudi banks have lagged their Western counterparts when it comes to provision of online banking services. Given a relatively recent adoption of online banking in Saudi Arabia, consumer trust in online banking is a critical challenge facing bank managers, warranting further research. The aim of this research is to develop a framework to improve consumer trust toward online banking services and its affect consumer intentions to use the online banking service and e-WOM. The literature included the assessment of relevant theories including social cognitive theory, technology acceptance model and commitment trust theory. These theories formed the basis of formulation of research framework, including development of 12 research hypotheses. Perceived usefulness, perceived ease of use, relationship termination cost, shared value, communication, privacy and demographic factors all have an important role in influencing the extent of trust and the subsequent intention of customers to engage in and use online banking services provided by the financial institutions. When it comes to the literature gap, there remains a relative lack of existence of research on the subject of consumer trust in online banking within Saudi Arabia (Zhou, 2012; Alanezi and Brooks, 2014; AL-Malkawi et al., 2016), which presents a gap in the literature warranting further research. Moreover, most of the prior research on the subject of consumer trust in online banking has concentrated on the information cues such as reputation and information quality (Montazemi and Qahri-Saremi, 2015). This is alongside relatively little attention given to other factors such as perceived usefulness, ease of use, shared value, and privacy/security, which are crucial factors in online banking services (Fatima, 2011; Aloul., 2012; Montazemi and Qahri-Saremi, 2015). Regarding methodology, the positivist research philosophy, deductive approach, survey questionnaire and quantitative data collection and analysis techniques were undertaken. A key rationale for selection of such a methodology is the review of relevant literature, which led to development of research hypotheses that are tested through the survey technique, which is consistent with positivist and deductive research approach. The survey questionnaire request was sent online to 800 research participants (users of online services in Saudi Arabia). Out of these 800, 585 responded (indicating a response rate of an impressive 73%). The response rate was improved through giving regular reminders to the research participants who had not responded to the survey earlier. The findings of this research support the argument that trust in e-bank website play an important role in maintaining long term relationship with customers. Therefore, online banks who deal with their customers in a confidential, transparent and honest manner and ultimately protect the consumers' interests are likely to contribute to greater adoption of online banking by customers in Saudi Arabia. Furthermore, it is also concluded that perceived ease of use, trust in online banking website, trust in technology, relationship termination cost, privacy/security, shared value, and communication have positive and significant effect on customer trust in e-bank website, intention to use online banking, and e-WOM.

<p>Our purpose with this research has been to obtain a deeper insight and understanding for the phenomenon and term “weekday-luxury.”</p><p>Through our research, we have found a link between value, service, brands and consumer behaviour into a relationship that we termed “weekday-luxury.” This link of values is particularly interesting to us and we are curious about the underlying motivation to “weekday-luxury” and the driving forces underlying the phenomenon. We have noticed in society that people need something extra in their daily lives and we attempt to speculate where their perceived value lies through the concept of “weekday-luxury." Our goal is to determine a deeper understanding and insight into this phenomenon and how it meets our needs through an identifiable pattern. We also analyze the nature of “weekday-luxury” and its meaning. This essay further focuses on peoples effort to “treat ourselves” from which we have chosen a market-oriented perspective, as well as a quantitative method, from which we have performed eight personal interviews and three mail interviews.</p>

Fashion is one of the most profitable industry in the world, Sweden has been seen as a fashionable nation, thanks to the big fashion brands that consumed by most of the Swedish of all segment. Scandinavian fashionbrands which is analyzed on this thesis is H&amp;M, Kappahl, Ginatricot, Dressman, and JackJones. All of these fashionbrands are analyzed based on their marketing strategy, then compared to the result from the quitionaires about these brands. From the questionaires, it can be found which kind of marketing strategy profitable for their segment. The result of this research show that most of the company know much about their customers, they do the right thing especially with the product design. Sometime the companies do the unuseful marketing that's wasting money because the customers don't react on the desirable behaviour