by Yeung Oi Yung, Betty, Lee Wing Kin. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1990. / Bibliography: leaves 218-222. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.v / LIST OF APPENDICES --- p.viii / ACKNOWLEDGEMENTS --- p.ix / Chapter PART A --- "INTRODUCTION, OBJECTIVES AND METHODOLOGY" / Chapter I. --- INTRODUCTION / The evolution process --- p.1 / The Third Wave --- p.2 / The local market place --- p.4 / The quest for knowledgeable practitioners --- p.5 / Chapter II. --- OBJECTIVES AND METHODOLOGY / Decision making objectives --- p.7 / Research objectives --- p.9 / Organization of research content --- p.10 / Methodology --- p.12 / Chapter PART B --- RESULTS / Chapter III. --- ENVIRONMENTAL FACTORS FOR DIRECT MARKETING / The world environment in the view of famous marketers --- p.23 / Demographic changes in Hong Kong relating to demassification --- p.25 / Communication and transportation --- p.38 / Interpretation --- p.43 / Chapter IV. --- CHARACTERISTICS OF DIRECT MARKETING AND FEATURES OF FINANCIAL SERVICES / Introduction --- p.45 / Accountability --- p.47 / One-to-one marketing --- p.49 / Scientific orientation --- p.52 / Myths of direct marketing --- p.58 / Comparison with general advertising --- p.61 / Financial services industry --- p.65 / Direct marketing activities in Hong Kong --- p.69 / Chapter V. --- DIRECT MARKETING AS A TOTAL MARKETING CONCEPT / Introduction --- p.74 / Marketing mix and direct marketing --- p.75 / Marketing objective of the graduate card program --- p.76 / Product --- p.77 / Price --- p.78 / Place --- p.79 / Promotion --- p.80 / Evaluation of results --- p.82 / Interpretation --- p.83 / Chapter VI. --- APPLICATION OF DIRECT MARKETING IN THE FINANCIAL SERVICES INDUSTRY / Introduction --- p.85 / Discussion and analysis --- p.89 / Interview reports --- p.98 / Interpretation --- p.100 / Chapter VII. --- SUPPORTIVE SERVICES FOR DIRECT MARKETING / Introduction --- p.104 / Interview reports --- p.108 / Times Direct Marketing --- p.109 / Direct Force --- p.115 / Ad-Post --- p.119 / Nat Alan Direct --- p.124 / H K Cable Communications Ltd --- p.130 / Interpretation --- p.138 / Chapter VIII. --- CONSUMERS ' ATTITUDES AND BEHAVIOURS TOWARDS DIRECT MARKETING A CONSUMER SURVEY ON DIRECT MAIL / Introduction --- p.142 / Design of the survey instrument --- p.144 / Observation of results by overall sample --- p.148 / Observation of results by demographic segments and their interactions --- p.166 / Utilization of mail order service for financial services --- p.186 / Comparison between nominal variables and among batches --- p.189 / Cable television --- p.194 / Interpretation --- p.197 / Chapter PART C --- CONCLUSION / Chapter IX. --- LIMITATIONS / Limitations --- p.200 / Environmental factors (ch.3) --- p.201 / Characteristics of direct marketing and features of financial services (ch. 4) --- p.201 / Direct marketing as a total marketing concept (ch. 5) --- p.202 / Application of direct marketing in the financial services industry (ch. 6) --- p.202 / Supportive services for direct marketing (ch.7) --- p.203 / Consumer survey on direct mail (ch. 8) --- p.204 / Chapter X. --- CONCLUSION / Concluding remarks --- p.207 / Recommendations --- p.211 / Summary of Research --- p.216 / BIBLIOGRAPHY --- p.218 / APPENDICES --- p.Appendices 1 to9

This research focused on the relationship between self-esteem and career anchors in the context of career development. The objectives of the study were twofold. The first was to establish the relationship between individuals’ self-esteem (as measured by the Culture Free Self-Esteem Inventory) and career anchors (as measured by the Career Orientations Inventory); and the second was to determine if self-esteem significantly predict career anchors. An online survey was administered to a non-probability, convenience sample (n = 77) of full-time individuals, employed adults at managerial and general staff levels, in the South African financial services industry. The sample consisted of predominantly married (58.4%), white (44.2%), females (57.1%) between the ages 35 and 44 years (32.5%). The Culture Free Self-Esteem Inventory for Adults (CFSEI 2-AD) and Career Orientations Inventory (COI) were used to gather data. Correlational analysis showed an association between the variables of CFSEI 2-AD and COI. A multiple regression analysis supported that self-esteem predict career anchors. Recommendations were suggested for use by human resource professionals to inform the career development of employees in the South African financial service industry. / Human Resource Management / M. Com. (Human Resource Management)

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.

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.

Financial institutions are faced with many changes and challenges, especially after the global financial crisis; and look to their human capital to provide their competitive advantage. It is therefore important to investigate effective means of managing employees in a way that could foster work engagement. Strengths use and leader-member exchange (LMX) quality create an opportunity for organisations to manage and utilise their employees more effectively and finally promote work engagement. The objective of this research study was to investigate the mediating effects of LMX quality in the relationship between strengths use and work engagement. A questionnaire was compiled, utilising the Strengths-based Leadership Questionnaire, the LMX-7 and the Utrecht Work Engagement Scale. These measuring instruments were administered to a total of 213 (N = 213) individuals employed in the financial services industry. For the purpose of this research study the quality of the LMX relationship was measured from the perspective of the subordinates. Strengths use was positively related to LMX quality and LMX quality was positively related to work engagement. Additionally, LMX quality played a mediating role in the relationship between strengths use and work engagement. Therefore, organisations can, by promoting strengths use and high quality LMX, achieve higher levels of employee work engagement. This research study is the first to include strengths use, LMX quality and work engagement in one mediating model. / MCom (Industrial Psychology), North-West University, Potchefstroom Campus, 2014

Financial institutions are faced with many changes and challenges, especially after the global financial crisis; and look to their human capital to provide their competitive advantage. It is therefore important to investigate effective means of managing employees in a way that could foster work engagement. Strengths use and leader-member exchange (LMX) quality create an opportunity for organisations to manage and utilise their employees more effectively and finally promote work engagement. The objective of this research study was to investigate the mediating effects of LMX quality in the relationship between strengths use and work engagement. A questionnaire was compiled, utilising the Strengths-based Leadership Questionnaire, the LMX-7 and the Utrecht Work Engagement Scale. These measuring instruments were administered to a total of 213 (N = 213) individuals employed in the financial services industry. For the purpose of this research study the quality of the LMX relationship was measured from the perspective of the subordinates. Strengths use was positively related to LMX quality and LMX quality was positively related to work engagement. Additionally, LMX quality played a mediating role in the relationship between strengths use and work engagement. Therefore, organisations can, by promoting strengths use and high quality LMX, achieve higher levels of employee work engagement. This research study is the first to include strengths use, LMX quality and work engagement in one mediating model. / MCom (Industrial Psychology), North-West University, Potchefstroom Campus, 2014

The relationship between personality and work engagement and work engagement and demographic variables is investigated. The Riso-Hudson Enneagram Type Indicator (RHETI) was used to measure personality and the Utrecht Work Engagement Scale (UWES) was used to measure work engagement. In contrast to the literature findings, no significant relations were found between personality and work engagement. An increased sample size per personality type or triad may yield different results. Furthermore, the RHETI operationalising of personality differs from previous research. Gender and job tenure were related to work engagement whilst ethnicity, marital status, job level and age were not. In general, results from this sample recognise that work engagement is stimulated by more than personality type, acknowledging influences of job resources, gender and job tenure. Personality is stable across situations whilst work engagement may fluctuate across employment situations. Relevant recommendations to the organisation and for future research in this regard are highlighted. / Industrial and Organisational Psychology / M.A. (Industrial & Organisational Psychology)

Thesis (MBA)-- Stellenbosch University, 2005. / ENGLISH ABSTRACT: Microfinance services in Tanzania have existed for some years, yet have remained weak and slow to develop. Therefore, the objective of this study is to survey problems that impact on the growth of Microfinance Institutions (MFIs) in Tanzania. MFIs in Tanzania include commercial banks, rural community banks, on-bank financial institutions, NGOs and Savings and Credit Co-operative Societies (SACCOs). The problems in the microfinance sector are prioritised and show that the lack of sufficient capital to lend to clients is the problem that has the greatest impact on growth, followed by education level of clients. A number of these problems show agreement as expressed by the Spearman Rank Correlation Coefficients. The recommendations directly touch the provision of capital support to MFIs as a most priority criteria towards MFIs growth. Sufficient capital to lend to clients can decrease the impact of other problems that shows correlation with it, such as service quality to customers, attraction of low income earners, client focus, small and irregular cash flows from clients, as well as education level of clients. Finally, it is shown by a selected best practice matrix that solutions to problems impacting on the growth of MFIs in Tanzania depend on a combination of several best practices that can lead to sustainable solutions. Hence MFls may find a combination of relevant best practices that fit efficiently. effectively and economically to their respective operating environments. / AFRIKAANSE OPSOMMING: Mikrofinansieringsdienste in Tanzania bestaan al geruime jare, maar is ongelukkig swak ontwikkeld en toon stadige groei. Die doelwit van hierdie studie is om probleme te identifiseer wat impakteer op die groei van die Mikrofinansiering-instansies (MFI) in Tanzania. MFIs in Tanzania sluit in kommersiele banke, landelike / gemeenskapsbanke, niebank finansiele instansies, Nie-regeringsorganisasies (NGOs) en Spaar en Krediet Samewerkende Gemeenskappe (SACCO's). Die probleme in die mikrofinansiering-sektor is geprioritiseer en dui daarop dat die gebrek aan beskikbaarheid van voldoende lenings-kapitaal die grootste impak op die sektor het, gevolg deur die vlak van onderwys-opvoeding van kliente. Verskeie van die probleme gelys vind ooreenkomste by mekaar, soos uitgelig deur die "Spearman Rank Correlation Coefficients". Aanbevelings gemaak, hou direk verhand met die voorsiening van kapitale ondersteuning aan MFIs, as die belangrikste kriteria wat sal lei tot MFI groei. Voldoende leningskapitaal kan die impak van ander probleme wat verband hou met die tekort aan kapitaal verminder, soos onder andere die kwaliteit van klientediens, die lae-inkomste mark wat bedien word, kliente fokus, klein / ongereelde inkomste-strome van kliente, asook die onderwys-opvoedingsvlakke van kliente. Ter afsluiting, dit is getoon deur die beste praktykbeginse/s matriks, dat die oplossing vir probleme wat impakteer op die groei van die MFI sektor in Tanzania, afhanklik is van 'n kombinasie van verskeie beste praktykbeginsels wat kan lei tot volhoubare oplossings. Sodoende kan MFIs 'n kombinasie van beste praktykbeginsels vind wat effektief en ekonomies sal werk vir hulle onderskeie omgewings.