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Research papers

The emergence of home banking

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 our...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Jean Hussenet
June 15, 1985

Research papers

Using research to measure the quality of corporate banking services

This seminar is devoted to the question of improving the quality of financial services and the topic is a timely one. For in the United States, as in Europe and around the world, the quality of service has become a key element in the competitive...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Merl W. Baker
June 15, 1985

Research papers

Electronic payment in Belgium: In search of a competitive equilibrium

The present article will not attempt to present an exhaustive analysis on the problem, but rather to describe the situation of electronic payment in Belgium, where three networks are developing in parallel, and the strategy adopted by the Mister Cash...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Etienne Gaudissart
February 3, 1985

Research papers

Research on perceptions of quality of service among clients and branch personnel

The paper concentrates on findings and conclusions from research studies among retail bank-customer subgroups on one hand, and among personnel in SR-BANK on the other. Some service concepts will evolve, as will some possible psychographic...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Geir Sandgren
February 1, 1985

Research papers

Quality of service in the branch

The paper describes a study undertaken to define and measure the quality of branch service in the TSB, perceived from the viewpoints of both customers and staff.

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Authors: Gillian S. Greenway, Peter W. Southgate
February 1, 1985

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

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

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

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