...Banking and the client Experience Concept Paper Submitted to Webster University Graduate Faculty of the School in Partial Fulfillment of the Requirements for the Degree of Management and Leadership Banking and the client Experience Introduction In October 2010, the number of Americans expressing a "great deal" or "quite a lot" of confidence in banks fell to an all-time low of 18% -- lower than its level at the height of the global financial collapse. The 2008 financial crisis set into play a new tone of what it means to be financially confident. The once robust economy fueled by banking professionals who leveraged expertise and client banker relationship suddenly was overshadowed with fear and mistrust. The banking industry has invested significantly in rebuilding consumer financial confidence (Wood & Berg 2011) Client experience and exceeding consumer expectation is a critical component in banking success. How can banks exceed client’s expectations as it relates to their banking experience? Statement of the Problem As I continued my research to understand the scope of how to approach the challenge at hand, I interviewed a SunTrust Branch Bank Manager. During the interview, she stated that the client’s response to customer service is a key metric that has a direct effect on her business. She further explained how lobby traffic had decreased significantly due to the increase channels available to consumers’ to access their...
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...of customer satisfaction with online banking in China: The effects of experience Cheolho Yoon * Dept. of Business Administration, Mokpo National University, Republic of Korea a r t i c l e i n f o a b s t r a c t This study investigates the antecedents of customer satisfaction with online banking in China, and explores the effects of experience on the relationships between the antecedents and customer satisfaction. Based on prior research, the six antecedents of customer satisfaction – ease of use, design, speed, security, information content, and customer support service – are proposed, and the effects of experience on the relationships between these and customer satisfaction are analyzed using a structural multi-group (a high-experience group and a low-experience group) model. The results show that design, speed, security, information content, and customer support service have a significant influence on customer satisfaction in the high-experience group or the low-experience group, but ease of use does not have a significant influence on customer satisfaction in either of the groups. Also, the results relating to the influence of the level of customer experience reveal that the effects of design, security, speed, and information content on customer satisfaction were significantly higher in the highexperience group, whereas the effect of customer support service on customer satisfaction was significantly higher in the low-experience group. Ó 2010 Elsevier Ltd. All rights...
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...World retail Banking report 2012 Contents 3 4 7 Preface Key Findings Chapter 1: 8 12 21 Unlocking Pathways to Greater Customer Loyalty Customers Express Conflicting Sentiments toward Banks The Need for a Customer Experience Index The Growth of Mobile Banking 25 Chapter 2: At a Crossroads, Retail Banks Must Identify and Prioritize Core Strengths The Ground Beneath Banks Is Shifting Traditional Tactics Are Less Effective in the Current Environment The Way Forward: Extreme Measures for Extreme Times 26 28 32 40 41 Methodology About Us Preface Capgemini and Efma are pleased to present the 2012 World Retail Banking Report. Retail banks around the world are struggling to maintain their competitiveness in the face of severe external challenges. Massive debt loads are threatening the global economy, while stringent regulations put in place as a result of the financial crisis of 2008 are staunching traditional revenue streams. Customers, still distrustful of the industry, have become increasingly accepting of nonbank alternatives, and social media is giving them an opportunity to publicly explore them. More than ever, retail banks must strive to create stronger bonds with their customers. The 2012 World Retail Banking Report addresses this imperative by establishing a new framework for identifying and measuring success in retail banking. Specifically, our Customer Experience Index (CEI) offers a mechanism for accurately taking stock of the critical...
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...Evolution of Mobile Banking Universal Banking Solution System Integration Consulting Business Process Outsourcing Banks are constantly on the search for solutions which will help reduce their cost of operations and improve customer experience. In this continuous journey, the banking industry has seen several technology trends being adopted and several innovations delivered. Innovations in banking delivery channels dates back to the introduction of ATMs as a self-service delivery channel. The ATMs heralded a new era of banking as the concept of self-service was introduced for the first time. ATMs also marked the entry of anytime banking as customers could now access money from their bank accounts at a time of their convenience. The wave of selfservice continued and the advent of Internet banking introduced the concept of anywhere banking as customers could now access their bank accounts from the comforts of their home or office. The new wave of technology-led delivery channels had caught up with the traditional branch banking and the customer experience from these new delivery channels had set new standards. However, banks noticed a trend customers mainly visiting ATMs for simple balance inquiry of mini statement transactions. This trend began to add to the cost pressures on the ATM channel. Internet banking was facing its own battle as security issues loomed large and customers restricted usage of Internet banking to their home and office computers...
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...Assistant Banking Center Manager at Gessner and Kempwood Job Apply now » Date: May 24, 2012 Location: Houston, TX, US Assistant Banking Center Manager at Gessner and Kempwood-1201185 Assistant Banking Center Manager I We invite you to explore the award-winning culture, people, rewards and opportunities that make Comerica Bank so special. Make your next career choice a confident one. The Assistant Banking Center Manager is responsible for contributing to the overall success of a Retail Banking Center by 1) meeting or exceeding sales goals, 2) providing effective leadership, 3) achieving prescribed customer service levels and 4) executing operational management objectives. Position Competencies Successful incumbents possess integrity, are trustworthy, action oriented, well organized, have business acumen, focus on the customer, have high decision quality, direct others, have strong written communication skills, motivate others and promote problem resolution. Comerica Bank uses IBM Lotus Notes for database, calendaring and e-mail functions. Reporting Information/Location This Assistant Banking Center Manager (ABCM I) position is located at 2820 Gessner Road, Houston, TX 77080 and reports to the Banking Center Manager. Position Responsibilities 1. Sales Leadership a. Assist the Retail Banking Center Manager in providing direction and leadership to banking center employees with emphasis on achieving sales goals, remarkable customer service and team...
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...Journal of Internet Banking and Commerce An open access Internet journal (http://www.arraydev.com/commerce/jibc/) Journal of Internet Banking and Commerce, April 2009, vol. 14, no.1 (http://www.arraydev.com/commerce/jibc/) An Experimental Investigation of Online Banking Adoption in China Guangying Hua, PhD candidate Bentley University, Massachusetts, USA Postal Address: Morrison 324, Waltham, MA 02472 USA Email: ghua@bentley.edu Guangying Hua is a PhD candidate at Bentley University. Her research interests include business analytics, social networking, and issues in IT applications in business area. Abstract Online banking, an Internet based service enabling people to do financial transactions, has been an obstacle for the development of e-commerce in China. This paper investigates the online banking acceptance in China. We conducted an experiment to investigate how users’ perception about online banking is affected by the perceived ease of use of website and the privacy policy provided by the online banking website. We find that both perceived ease of use and privacy policy have a significant impact on user’s adoption of online banking. In this study, we also investigate the relative importance of perceived ease of use, privacy, and security. Perceived ease of use is of less importance than privacy and security. Security is the most important factor influencing user’s adoption. A discussion of the implications of these results and limitations are provided at the end...
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...middle businesses, corporations and Governments with their banking, investing, asset management and other financial products and services 1. The company is headquartered in Charlotte, North Carolina. The company has huge presence in America spanning across 40 states. It serves approximately 54 million consumers in US and its foot print covers 80 % of the population. The bank is being led by Brian Moynihan who succeeded Ken Lewis as the President and CEO effective January 1, 2010. Some of the key highlights of Bank of America are: As of 2010, it is the second largest bank holding company behind JP Morgan Chase in United States by assets which stood over US$ 2 trillion As of 2010, the company is the fifth largest company in United States by revenue which is over 111.4 billion2 The company was also the 3rd largest non-oil company in the US after Wal-Mart and General Electric In 2010, Forbes listed Bank of America as the third largest company in the world 3 The bank has over 5500 branches along with approximately 16300 ATMs and an online banking with 30 million active users 4 The major competitors of Bank of America are JP Morgan Chase, Citi Group and Wells Fargo Bank. 1 http://www.forbes.com/companies/bank-of-america/ 2010 Bank of America Annual Report 3 http://www.forbes.com/companies/bank-of-america/ 4 http://investor.bankofamerica.com/phoenix.zhtml?c=71595&p=irol -homeprofile#fbid=W6HlSIbzfcd 2 4 Bank of America: Mobile Banking Case Report Financial Snapshot 5 Company History The company...
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... December 24th, 2014 M. Golam Rabbani Lecturer, School of Business North South University Subject: Request for approval of Internship Report Dear Sir, With due respect, I would like to inform you that it is a pleasure for me to submit the internship report based on the experience working for DHAKA BANK Limited as an Intern. It was submitted as part of Bachelor of Business Administration (BBA) program requirement for the course BUS 498. I firmly believe that this report will meet your appreciation. I would be willing to make further corrections, if necessary, and submit this paper for your valuable evaluation & recommendations. Thanking You. Sincerely Yours .…………………………… Nasrin Sultana Bhuiyan ID: 093-0026-030 Bachelor in Business Administration School of Business, North South University Acknowledgement As part of 4 credit internship course I managed to work in “DHAKA BANK” as an intern. The purpose of this internship program was to gain practical knowledge of working in real corporate world. Working as intern for three months has provided me with massive knowledge and exposure to real life situations. This enabled me to create this report based on my experience at DHAKA BANK. I express my appreciation and acknowledge to my respected faculty M. Golam Rabbani for his overall co-operation, guidance and advice. I am also thankful to Md. Rakybul Islam (Officer) & Afroja Akter (SAVP) and my husband, for their co-operation, valuable guidance...
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...Reinventing Retail Banking Series Evolving Models of Retail Banking Distribution Capitalizing on changes in channel usage Produced by the Deloitte Center for Banking Solutions Reinventing Retail Banking Generation Y Reinventing Retail Banking Series Consumer Trust Reinventing Retail Banking Series Catalysts for Change The Implications of Gen Y Consumers for Banks Building Consumer Trust in Retail Payments Laying a Solid Foundation Produced by the Deloitte Center for Banking Solutions Produced by the Deloitte Center for Banking Solutions The traditional retail bank is at an inflection point. The needs and expectations of customers are changing as quickly as the competitive landscape. Customers are demanding seamless, multi-channel sales and service experiences and not consistently receiving them. Simultaneously, other financial institutions and non-traditional players are looking for opportunities to invade this space or to redefine it through disruptive innovation. The result is forcing banks to examine a more balanced, integrated approach to the customer experience and growth. In this series, entitled Reinventing Retail Banking, the Deloitte Center for Banking Solutions looks at how banks must move beyond simply meeting their profit and growth goals to delivering more completely on the customer experience. Specifically, these articles will focus on: understanding customers needs; identifying emerging and profitable customer segments and strategies...
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...that I reach a decision based on business. The two careers I researched were International Corporate attorney and Investment banker. Hopefully the details provided in this report will give you solace. I found information that brings to light what my future career should be. I believe I told you international law was something that interested me while a career in finance such as investment banking was also on my mind. My decision is based upon the best available research and is also the best decision for me more importantly. Since this report is based on my needs, I think that it is best to reveal them. My goal is to someday raise a family somewhere in the United States. So the criteria I am evaluating my career decision on is based with that goal in mind. There are specific needs that I would like filled with my career and families have unique needs. This report will contain many facts and figures based on research collected over a large period of time. The kinds of information provided in this report include salaries, employment outlook, education, and overall job experience. When I was researching law, I found that you were right about most of it. I was so startled by the overwhelming data on attorneys and how the law school system is misleading. There are many others in my class that would like to become attorneys and I hope they came...
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...Bank Employees Perceptions on Islamic Banking Acceptance Abstract This research was conducted to investigate bank employee perceptions on Islamic banking acceptance. The questionnaires were distributed to bank employee at Maybank Islamic Wangsa Maju (Islamic bank) and Maybank Setapak (Islamic window) Kuala Lumpur. Interestingly, few of the bank employees possessed a relevant academic background or relevant experience in banking on this career. The bank employee also claimed that they had very limited knowledge in this area prior to working with the banks; thus, the issue of the availability of well-trained and skilled employees must be addressed critically by the government, industry players and educationists for the sustainable growth of Islamic banking in Malaysia, and to meet the target set for the year 2011. Keywords: Bank Employees perceptions, Islamic Banking, Product & Service, Training & Experience 1.0 INTRODUCTION 1.1 Background of study In 1970, Islamic banking was almost unknown and considered to be wishful thinking. By the early years of the twenty-first century, however, Islamic banking the deniable truth has emerged, for it is growing at a steady pace. The size of the industry, which amounted to a few hundred thousand dollars in 1975, had reached billions of dollars by 2004. The value of Shari’ah-compliant accounts worldwide is estimated between US$200 billion and US$500 billion and is growing at an average annual rate of 10-15 per cent. It is predicted...
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...Going digital – transformation in banking sector Digital transformation in Banking sector has begun. In the process of going digital, established institutions are introducing digital platforms that could help their customers have a better experience. While, startups in this domain are coming up with an approach of having “digital platform” as the only way to function. Customers today are introduced to a digital platform that takes care of all their banking functions from opening a new account to handle issues relate to their existing account, and helps resolve issues associated with their debit or credit cards. Customers across the globe have been continuously demanding a digital medium that can make their banking functions simple. As per...
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...Executive Summary The banking system plays a vital role in underpinning the economic development of a country. In the backdrop of Financial Sector Reform Policy streamlining the country’s economy, Shahjalal Islami Bank Limited (SJIBL) has achieved great success in all areas of operations with ultimate objective of improving the socio-economic development of the country. This study attempts to evaluate job satisfaction of bank officers of the SJIBL. It focuses on the relative importance of job satisfaction factors and their impacts on the overall job satisfaction of officers. It also investigates the impacts of bank type, work experience, age, and sex differences on the attitudes toward job Satisfaction. The result shows that salary, efficiency in work, fringe supervision, and co-worker relation are the most important factors contributing to job satisfaction. The bank officers of SJIBL have higher levels of job satisfaction and they enjoy better facilities and supportive work environment. Work experience is found as the second most important factor affecting job satisfaction. Sex and age differences have relatively lower level of impact on it. The overall job satisfaction of the bank officers of the SJIBL is at the positive level. 1.0: Introduction With the opening up of the economy of Bangladesh, a dramatic change has been observed both in manufacturing and in service sectors. This has brought higher employment opportunities, increases in income level, and changes in consumption...
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...Reinventing Retail Banking Series Evolving Models of Retail Banking Distribution Capitalizing on changes in channel usage Produced by the Deloitte Center for Banking Solutions Reinventing Retail Banking Generation Y Reinventing Retail Banking Series Consumer Trust Reinventing Retail Banking Series Catalysts for Change The Implications of Gen Y Consumers for Banks Building Consumer Trust in Retail Payments Laying a Solid Foundation Produced by the Deloitte Center for Banking Solutions Produced by the Deloitte Center for Banking Solutions The traditional retail bank is at an inflection point. The needs and expectations of customers are changing as quickly as the competitive landscape. Customers are demanding seamless, multi-channel sales and service experiences and not consistently receiving them. Simultaneously, other financial institutions and non-traditional players are looking for opportunities to invade this space or to redefine it through disruptive innovation. The result is forcing banks to examine a more balanced, integrated approach to the customer experience and growth. In this series, entitled Reinventing Retail Banking, the Deloitte Center for Banking Solutions looks at how banks must move beyond simply meeting their profit and growth goals to delivering more completely on the customer experience. Specifically, these articles will focus on: understanding customers needs; identifying emerging and profitable customer segments and strategies...
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...Fargo versus Wachovia From the beginning in 1852, then titled Wells, Fargo & Co., the new banking and express delivery company became a well-known and trusted place to buy gold, bank, and sell paper drafts (which were as good as gold) (Wells Fargo, 1999). Since then, Wells Fargo has moved East through the United States, and has globalized. In 1929, Wachovia was incorporated as South Carolina National Bank. While the history of the banks founders date back to the late 1790’s Wachovia gained its reputation as a trustworthy Southern bank that handled all forms of banking needs including but not limited to checking, mortgage loans, securities, and insurance (The Gale Group, Inc., 2006). It was not until the 1990’s that Wachovia branched out of the South, and tailored to London, and Japan customers with that limit, the bank remained primarily domesticated. While Wells Fargo is a domestic bank their lending and financial practices have primarily become global. This paper will discuss the difference between the companies’ different versions of strategy, and customer service. Focusing on globalization and domestication, how quality management affects the position of the companies in the domestic and global market. Community Banking Versus Global Banking When guiding your business toward success, you may come across many different aspects where a decision is needed. In the banking industry there are global banks and community banks. These institutions vary in many ways while...
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