个人投资顾问服务“延伸论”

目前,零售银行业务已经成为商业银行的重要战略性业务,零售业务对银行利润的贡献度稳步提升,未来多家银行都将提高零售业务在全行净利润的占比,这对个人业务发展提出了更高的要求。在个人零售业务板块中,投资理财业务占有重要地位。近年来,各家银行代销基金、证券集合计划、黄金和弹财产品等业务均保持了较快的增速。但在个人投资产品零售业务处于高速增长的环境下,一定程度上银行对个人客户的售后服务还不到位,对这部分客户的投资顾问服务处于相对缺失的状态。从长期来看,这一局面可能会影响个人投资业务的持续推进和零售业务战略的实现,有必要对这项工作进行深入研究。     

加强个人客户建设浅探

个人客户是零售业务发展的基础,个人客户建设工作如何,关系到零售业务市场竞争力能否不断提升。本文针对当前个人客户建设过程中存在的问题,从网点转型、客户管户、客户拓展、产品营销、理财服务等五个方面对今后工作提出对策。     

国内零售银行业务发展问题与策略研究

在金融全球化和我国积极转变经济发展方式的趋势下,国内银行业也发生着深刻变化,零售业务逐渐成为行业竞争的重要领域。本文从客户营销、产品的开发与创新、产品的分销渠道与产品差异化等方面进行国内外零售银行业务发展比较,找出我国零售银行业务存在的问题,并借鉴国外先进经验,提出我国商业银行零售业务发展策略。     

个人理财业务发展浅析

个人理财业务作为商业银行零售业务的重要阵地,探索其发展模式,对当前商业银行零售业务的发展具有深远意义.     

我国零售银行业面临的冲击与改进战略

本文从新的视角探讨了零售银行业务在激烈变革的环境中如何获得更大发展空间的问题。在同业竞争愈加充分、客户需求不断变化的情况下，零售银行业务如何应对市场挖空、IT技术应用的不确定性等难题，成为制约其成长质量与速度的关键。本文提出了零售银行业“再革命”的改进战略，包括尊重“客户体验”，实施客户关系管理(CRM)；推动个人银行业务流程改革，提升客户满意度和忠诚度；做大投资理财业务，创新个人金融产品体系；整合银行信息化门户(EIP)，营造广域零售银行业务格局等，较全面地阐释了今天零售银行业务采取渐变式改进措施应对冲击的有效方法。     

零售信贷综合成本的优化设计

本文从客户终生价值给零售信贷产品成本变动带来的影响角度,以网络优化的管理理念,构建了零售信贷成本综合控制模型,在此基础上分析零售银行综合成本控制方法。由于我国银行业的零售贷款业务的发展尚处于初级阶段,将综合成本控制的方法用于我国零售银行成本管理,是理论研究的有益尝试。     

基于大数据视角的商业银行零售业务转型研究

随着大数据技术的发展,拥有海量数据和大数据处理技术的互联网金融企业正在形成对商业银行传统零售业务的挑战,零售业务转型已成为商业银行当前的核心任务之一。本文首先在大数据视角下对互联网金融的兴起以及商业银行零售业务所受到的影响进行了分析;其次,在大数据视角下分析了商业银行零售业务的转型现状;最后,针对大数据时代商业银行零售业务转型提出了建议和措施。     

商业银行发展个人投资顾问服务的思考

目前,零售银行业务已经成为商业银行的重要战略性业务,零售条线对于银行净利润的贡献度近年来稳步提升,特别是个人零售业务在未来的发展空间巨大。     

对商业银行二级分行零售业务创新方略的研究

现代商业银行的建设与发展是一个全新的历史过程,其二级分行以零售业务经营发展为主体的全面改造转型成为战略选择。建设现代零售银行就是要建设以零售客户为中心、以零售市场为导向、以零售经营为特征、以零售价值为目标的现代商业银行。本文瞄准我国商业银行的发展趋势,立足二级分行的经营实际,提出零售银行业务创新方略。     

商业银行发展个货业务的再思考

个贷业务对一家银行的发展有举足轻重的作用．并已构成现代商业银行收入的重要来源，日益成为中外银行争夺的焦点之一。个贷业务的发展有助于中资商业银行完善现有的客户结构．有助于调整银行信贷资产结构，有助于带动商业银行零售业务的快速发展。从零售业务角度来看，整个零售业务好比一出舞台剧，而个贷业务就是整个剧中的主角．它的出色发挥将带动其他零售业务同步发展．最终直接影响到整出舞台剧的成功演出。     

中外商业银行在零售业务领域的竞争力分析

本文首先分析了外资银行在中国的发展进程,接下来从网点、产品、客户服务等方面对全面开放后中外商业银行在零售业务领域的竞争力进行了对比分析,揭示了我国商业银行在发展零售业务中的短板所在,最后结合我国金融业发展的实际情况,从明确零售业务发展定位、加强零售业务产品创新、全面提升个人金融业务服务层次等方面提出了我国商业银行应对当前外资银行巨大竞争压力的几点对策。     

The return to retail and the performance of US banks

The US banking industry is experiencing a renewed focus on retail banking, a trend often attributed to the stability and profitability of retail activities. This paper examines the impact of banks’ retail intensity on performance from 1997 to 2004 by developing three complementary definitions of retail intensity (retail loan share, retail deposit share, and branches per dollar of assets) and comparing these measures with both equity market and accounting measures of performance. We find that an increased focus on retail banking across US banks is linked with significantly lower equity market and accounting returns for all banks, but lower volatility for only the largest banking companies. We conclude that retail banking may be a relatively stable activity, but it is also a low return one.     

Making cross-border retail finance a reality case study: Deutsche Bank PBC S.A. in Poland

Until recently, the retail banking industry was widely recognised as being predominantly a local activity. Now retail banking is increasingly affected by globalisation. Cross-border activity offers opportunities for financial institutions to boost their sales through unified marketing and client acquisition techniques. Deutsche Bank quickly recognised the advantages of a regional versus a local approach to its retail activities in Europe. This paper outlines and discusses Deutsche Bank's cross-border activity in the Polish market. Poland, which joined the European Union in May 2004, is an interesting area of study. The case study presents the Deutsche Bank approach to retail banking in Poland. The case concludes that it is not the behaviour of the customer which is the most important obstacle to cross-border retail banking, but rather the legislative environment of the individual countries. With the harmonisation of European policies in this respect, these hurdles should be eliminated gradually.     

Customer account relationships and e-retail banking usage<Superscript>1</Superscript>

Financial institutions are actively developing new electronic banking products for their retail customers. To date, the market leaders have drawn a disproportionably higher share of e-retail banking customers. In response, smaller institutions have become quite active in exploring ways to participate profitably in online banking. A major influence is from a customer relationship management (CRM) perspective, where institutions try to limit the outflow of current customers and direct high-value customers to potential products from a multi-product service offering array. These efforts can succeed only if retail bank marketers focus the promotion of the new products and services that can utilise this channel toward those customers who are most likely to find them attractive. The first aim of this study was to examine the role that online and electronic banking play in defining the customer's primary financial relationship. The analysis of 701 retail customers of a financial institution presented in this study suggests that banks and other institutions are highly vulnerable to loss of customers to rivals with extensive online services. A second aim was to examine to what extent information on banking relationships is able to extend CRM analysis beyond that offered by typical demographic and income data. Current customer account relationships are found to be highly predictive of use of electronic services use in general. And, interest in the use of specific online services is related to differing customer relationships in addition to ordinary demographic and balance information. These findings can be useful for retail banking in identifying potential high-value users from a customer relationship management perspective.     

The Impact of Internet-Banking on Brick and Mortar Branches: The Case of Turkey

The increased adoption and infiltration of the Internet has recently redefined the playground for retail banks. Retail banks are now offering their services primarily through their Internet banking branches. The repercussions of this change to “brick and mortar” banks have been studied in the context of developed market economies. In this paper, we contribute to the literature by studying the impact of Internet banking adoption on banks’ deposit collection, lending activities, and performance in an emerging market setting. By using a panel of 18 retail banks that operate in Turkey from 1990–2008, we demonstrate that Internet banking adoption has a positive impact on the level of profits, deposits and loans per branch. As operational activities are now provided via Internet branches, Internet banking facilitates banking activities in branches that require more human input. We also find that Internet banking adoption has a negative impact on bank profitability after 2 years of adoption as Internet banking increases competition and results in lower interest income. Accordingly, Internet banking complements brick and mortar branches.     

Measuring service fairness and its impact on service quality and satisfaction: a study of Indian Banking Services

As very few studies have investigated banking services from fairness perspective and none of the studies have attempted to measure service fairness in Indian retail banking services context, the paper seeks to investigate service fairness in Indian retail banking services context. It attempts to validate the existing four-dimensional service fairness scale and investigates its applicability in the retail banking industry. The conceptual model depicting the relationship between service fairness, service quality and customer satisfaction was tested using SEM. The results established reliability and validity of the scale and the impact of service fairness on service quality and customer satisfaction. The impact of individual fairness dimensions on these two customer evaluation variables is also studied. The paper discusses important implications of the findings and presents valuable insights for the practitioners as well as academia.     

Customer retention measurement in the UAE banking sector

This aper investigates how image, perceived service quality and satisfaction determine retention in a retail bank setting. Data were collected from retail banking customers in the United Arab Emirates. The results show that image is both directly and indirectly related to retention via satisfaction, while perceived service quality is indirectly related to retention via satisfaction. The paper concludes that satisfaction is not the sole determinant of retention in retail banking. The managerial and research implications of the study are also discussed.     

商业银行零售业务客户满意度的影响因素

本文通过对客户满意度相关文献的回顾,结合当前我国银行零售业务的现状,建立了零售业务客户满意度指标体系,并在问卷数据的基础上,对客户满意度的影响因素进行实证研究,发现等候时间、满意水平、服务态度和环境满意度是影响客户满意度的重要因素。考虑到我国银行业的实际经营情况,本文提出了改善商业银行零售客户满意度的四项措施:加强自助服务体系建设,以客户为中心梳理业务流程,尽量降低排队时间;提升处理投诉的客户满意度,消除客户的不满意程度;从培训员工态度入手提升整体服务质量;积极改善银行营业环境。     

Antecedents of brand loyalty in South African retail banking

With new banks entering the South African market and consumers generally not satisfied with their current bank, brand loyalty in the banking sector is receiving greater attention. A gap in the literature exists regarding the issues of bank loyalty and their antecedents in South African retail banking because of the few studies available in the South African context, the new competitive environment in the banking sector, the multi-cultural nature of the market, and the likely switching behaviour by customers. The South African context is a multi-cultural environment and therefore offers a unique background as most previous brand loyalty studies have been in mono-cultural contexts. The purpose of this study was to investigate the antecedents of brand loyalty, including satisfaction, brand relationship quality, customer advocacy, and brand trust in retail banking. We report on a survey of 351 banking customers through SEM using AMOS. While the findings are generally supportive of previous studies, some surprising results are discussed and implications for both theory and practice are highlighted.

     

Recent trends in international banking

The paper defines ‘international banking’ more as a geographical expression than as a particular type of activity and points out that the internationalization of the world's major banking systems was in many cases an evolutionary phenomenon governed by market or institutional developments. It analyses both the development of international banking structures, stressing the process that brought banks to prefer international retail activity rather than wholesale, and the relationship between domestic and international banking. Finally, the paper deals with the not easy to resolve problem of the establishment of lender of last resort facilities in international banking.