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Research papers

The development and implementation of a customer-based system for measuring the quality of service provided by a banking institution

South Africans perceive all major banks as offering the same range of products. Hence, one of the few areas for differentiation between banks, is the quality of service each provides. Traditionally, however, banks have emphasised technical skills and...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Authors: Gus Ferguson, Trevor Phillips
February 1, 1985
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Citation

Ferguson and Phillips (1985a, February 01). The development and implementation of a customer-based system for measuring the quality of service provided by a banking institution. ANA - ESOMAR. Retrieved November 29, 2025, from


https://ana.esomar.org/documents/the-development-and-implementation-of-a-customer-based-system-for-measuring-the-quality-of-service-provided-by-a-banking-institution


Research papers

On changing roles and relations in German corporate banking

Corporate banking in Germany is going to go through some important changes: 1. Corporations will be less loyal to banks: the lead bank concept will be gradually lose its importance; 2. Profit margins in corporate banking will decline even further...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Authors: Renate Doeblin, Jürgen Doeblin
February 1, 1985
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Citation

Doeblin and Doeblin (1985a, February 01). On changing roles and relations in German corporate banking. ANA - ESOMAR. Retrieved November 29, 2025, from


https://ana.esomar.org/documents/on-changing-roles-and-relations-in-german-corporate-banking


Research papers

Banking on quality

Quality Management in Banking, as well as other financial industries, is increasingly being recognized for its strategic importance in meeting today's intense competitive pressures for high quality of service, greater productivity, at reduced costs....

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Walter H Boehling
February 1, 1985
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Citation

Boehling, W. H. (1985a, February 01). Banking on quality. ANA - ESOMAR. Retrieved November 29, 2025, from


https://ana.esomar.org/documents/banking-on-quality


Research papers

Bank staff

Bank marketing activity, certainly in the UK, has accelerated in the last decade from a trickle to a flood. The competitive pressures among the banks and from other organisations, notably building societies, have led to a profusion of new products...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Roger J. Stubbs
February 1, 1985
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Citation

Stubbs, R. J. (1985a, February 01). Bank staff . ANA - ESOMAR. Retrieved November 29, 2025, from


https://ana.esomar.org/documents/bank-staff-


Research papers

Competition with other sector: A global strategy

In a highly regulated industry such as banking, competition from other sectors is something that you first try to avoid by regulation, making it legally impossible for those sectors to enter the fields traditionally reserved to banking.

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Eduardo Merigó
February 1, 1985
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Citation

Merigó , E. (1985a, February 01). Competition with other sector: A global strategy . ANA - ESOMAR. Retrieved November 29, 2025, from


https://ana.esomar.org/documents/competition-with-other-sector-a-global-strategy-


Research papers

Experiences with self-services automation in saving banks

The basis of German credit institutions' position in retail banking has always been their branch network. The density of these networks has been decisive in terms of market penetration and market opportunities: - approximately 95% of the adult...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Wolfgang Starke
February 1, 1985
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Citation

Starke, W. (1985a, February 01). Experiences with self-services automation in saving banks. ANA - ESOMAR. Retrieved November 29, 2025, from


https://ana.esomar.org/documents/experiences-with-self-services-automation-in-saving-banks


Research papers

Getting close to the customer in the life insurance industry

This paper is about the growing marketing orientation of a certain sector of the market for personal financial services in New Zealand, the life insurance sector; and especially about the marketing orientation of a particular life insurance company....

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Emanuel Kalafatelis
February 1, 1985
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Citation

Kalafatelis, E. (1985a, February 01). Getting close to the customer in the life insurance industry. ANA - ESOMAR. Retrieved November 29, 2025, from


https://ana.esomar.org/documents/getting-close-to-the-customer-in-the-life-insurance-industry


Research papers

Automation and the quality of services

In the eighties banks are confronted with recession; some bankers believe that automation is the answer to this problem. We think that both automation and personal service are necessary to yield a perceived high quality of financial services. After...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Philip P. Todd
February 1, 1985
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Citation

Todd, P. P. (1985a, February 01). Automation and the quality of services. ANA - ESOMAR. Retrieved November 29, 2025, from


https://ana.esomar.org/documents/automation-and-the-quality-of-services


Research papers

The emergence of home banking (French)

We now see the development of home banking as an inevitable trend: the technology involved has proven reliable, with new applications being developed at a rapid pace. Furthermore, a market for these new services clearly exists already, and — in...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Jean Hussenet
February 1, 1985
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Citation

Hussenet, J. (1985a, February 01). The emergence of home banking (French). ANA - ESOMAR. Retrieved November 29, 2025, from


https://ana.esomar.org/documents/the-emergence-of-home-banking-french-