Resources Library by ANA

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

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

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

Changes in corporate market requirements (French)

Companies and banks are confronted with the same problem of an uncertain economic environment. This presents both with a challenge. Banks first learned from past experience and imposed new guidelines for their assets and liabilities management. Most...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Author: Patrick Horlait

February 1, 1985

Social change and the quality of service

In most of the markets which our Monitor survey has examined across the past ten years or so we have found that in the main, institutions have failed to respond to the ever-quickening social change that is taking place among members of the public....

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Authors: David Winton, Stephen Ellis

Company: KANTAR TNS Malaysia

February 1, 1985

The savings banks card in Sweden

This paper is a case description of the approximately ten years old development and introduction period of the Swedish savings banks card. It gives the background, describes the planning and results and also tells about some of the specific ways in...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

Author: Göran Hyttfors

February 1, 1985

Young people and credit institutes in West Germany

In 1983 "focus" in Munich carried out a psychological study "the automated bank". From this study and also from others we know that young people accept modern banking technology but they also want the personal contact with bank officials. This is...

Catalogue: Seminar 1984: Marketing To Children And Young Consumer

Author: Ulrike Hollmann

June 15, 1984

Multinational telephone surveys from the link central telephone bank in Lucerne, Switzerland

This paper provides the reader with a short description of the methodological advantages of multinational telephone interviewing from a single location and in particular from a central telephone bank in Switzerland.

Catalogue: ICC/ESOMAR Symposium 1984: International Marketing Research

Author: Jos Vloemans

Company: LINK Institut für Markt- und Sozialforschung

June 15, 1984

Life style applications to bank customers

After scientific institutions, publicity media and mass products advertisers, banks are wondering now about the usefulness of life style in their everyday activities. As to Crédit Agricole, its marketing research was devoted to the development of...

Catalogue: EFMA/ESOMAR Seminar 1982: How Research Can Help Financial Organisations Communicate Internally And Externally

Authors: Anne Pugnet, Jean-Claude Coutin

June 15, 1982