Resources Library by ANA

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

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

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

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

The language barrier

The authors believe that women are not addressed by financial services in a language which they understand. In addition, as a result of social and cultural influences, women are often not expected to understand financial matters. When combined with...

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

Authors: Glllian Laidlaw, Kate Willis

Company: Ogilvy

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