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Research papers

Opening remarks

There are three simultaneous revolutions currently underway: technology, sociology and ethics, all of which are in a constant state of inter-reaction with the others. All three call into question the three dimensions of existence: knowledge, action...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Jacques de Keyser
June 15, 1985
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Citation

de Keyser, J. (1985a, June 15). Opening remarks . ANA - ESOMAR. Retrieved April 19, 2024, from


https://ana.esomar.org/documents/opening-remarks-


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
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Citation

Gaudissart, E. (1985a, February 03). Electronic payment in Belgium: In search of a competitive equilibrium. ANA - ESOMAR. Retrieved April 19, 2024, from


https://ana.esomar.org/documents/electronic-payment-in-belgium-in-search-of-a-competitive-equilibrium


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
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Citation

Sandgren, G. (1985a, February 01). Research on perceptions of quality of service among clients and branch personnel . ANA - ESOMAR. Retrieved April 19, 2024, from


https://ana.esomar.org/documents/research-on-perceptions-of-quality-of-service-among-clients-and-branch-personnel-


Research papers

Service quality in corporate markets

Marketing research is playing an increasingly important role in corporate financial markets in the 1980's and is helping in the formulation of marketing strategy, in new product development and in advertising creative development and campaign...

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

Flack, M. (1985a, February 01). Service quality in corporate markets. ANA - ESOMAR. Retrieved April 19, 2024, from


https://ana.esomar.org/documents/service-quality-in-corporate-markets


Research papers

Mystery shoppers research

Mystery Shoppers Research records the actually observed behaviour contrary to other research which records behaviour afterwards. This type of research is a combination of field-experiment, observation-method and survey-research. In practice this...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Rob H.M. van Leeuwen
February 1, 1985
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Citation

van Leeuwen, R. H. (1985a, February 01). Mystery shoppers research . ANA - ESOMAR. Retrieved April 19, 2024, from


https://ana.esomar.org/documents/mystery-shoppers-research-


Research papers

Quality in production and distribution of financial products and services (French)

Two evolutions make the development and use of the concept duality in the production and distribution of financial services particularly necessary. The first is that the extension of and innovations in the financial Sector are already encountering...

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

Babeau, A. (1985a, February 01). Quality in production and distribution of financial products and services (French). ANA - ESOMAR. Retrieved April 19, 2024, from


https://ana.esomar.org/documents/quality-in-production-and-distribution-of-financial-products-and-services-french-


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
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Citation

Greenway and Southgate (1985a, February 01). Quality of service in the branch. ANA - ESOMAR. Retrieved April 19, 2024, from


https://ana.esomar.org/documents/quality-of-service-in-the-branch


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 April 19, 2024, 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 April 19, 2024, from


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