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The IUP Journal of Bank Management
May '09
Focus

Banking—the intermediation mechanism between savers and investors of capital—is an essential instrument for the smooth conduct of not only national economy but also of the world.

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Customer Relationship Management Functions: A Survey of Greek Bank Customer Satisfaction Perceptions
Determinants of Cost Efficiency of Commercial Banks in India
Awareness and Perception of CAMEL Rating Across Banks: Some Survey Evidence
A Market Study on Bank Credit Facilities to Small and Medium Enterprises
Demographic Influences on Internet Banking in Malaysia
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Customer Relationship Management Functions: A Survey of Greek Bank Customer Satisfaction Perceptions

-- John Mylonakis

In a competitive and globalized banking era, customers constitute one of the most important and valuable assets of a bank. Banks' technological developments are interpreted as the intensive use of information technology and facilitating massive collection of information and their direct and integral processing. The aim of this paper is to present Customer Relationship Management (CRM) functions, as applied in the banking sector, examined from a bank marketing point of view. The study was carried out in 2007 on a convenience sample of 300 respondents through the distribution of structured questionnaires to bank customers within the area of Athens, Greece. The main finding of the study reveals that a majority of customers are satisfied with their bank. Most bank customers believe that the use of new technologies helps their communication with banks. They trust the bank employees for obtaining information on the existing banking products and services, while for new programs, they prefer to choose alternative channels, such as the Internet, phone services, brochures and press releases. The Greek banking market has adopted CRM solutions in recent years, as banks have realized the need to maintain their customer base and to better use their resources in order to promote their products and services. In general, there is a positive attitude towards CRM.

Article Price : Rs.50

Determinants of Cost Efficiency of Commercial Banks in India

-- Siva Reddy Kalluru and Sham Bhat K

The paper examines the determinants of cost efficiency of commercial banks in India by employing the Stochastic Frontier Approach (SFA) and the Tobit regression technique for the period 1992-2006. Empirical results reveal that cost efficiency of banks in India decreased during the study period. Among the three groups of banks, foreign banks seem to be relatively efficient, followed by private domestic banks and public sector banks. The Tobit regression results reveal that the earning capacity of banks is the main determinant factor of efficiency, followed by diversified and strategic non-interest income activities.

Article Price : Rs.50

Awareness and Perception of CAMEL Rating Across Banks : Some Survey Evidence

-- Manish Mittal and Aruna Dhade

CAMEL rating is used by most banks across the world as a performance evaluation technique. It undertakes all the important criteria, i.e., Capital, Assets, Management, Earnings and Liquidity (CAMEL), for the evaluation of any bank. There is a need for bank employees to have sufficient knowledge of the rating system, in order to guide the banking growth rate in the positive direction. Lack of knowledge among employees regarding banking performance indicators affects banks negatively as these are the basis for any banking action. The objective of this paper is to find out the awareness level, as well as the perception among bank employees about CAMEL rating, and the efforts made by them for improving the ratings of their banks. The results show that there is, comparatively, a higher degree of lack of awareness among executives of private sector banks, and hence, they do not perceive it positively. Foreign banks enjoy a high degree of awareness and positive perception among their employees.

Article Price : Rs.50

A Market Study on Bank Credit Facilities to Small and Medium Enterprises

-- P Vasantha Lakshmi and M Sakthivel Murugan

The SMEs sector is emerging as one of the dominant sectors of the Indian economy. A convenience sample survey of 150 SMEs across Chennai city was conducted to analyze the awareness level regarding business credit facilities provided by the banks. The study also examines the credit requirements of SMEs, as well as difficulties faced by SMEs in availing bank finance. The study findings indicate that most of the SMEs are availing cash credit facility from banks and are aware of the bank credit facilities through their agents. In availing bank credit facility, simple documentation has been ranked first, followed by low interest rate, quick financing, reputation, period of repayment and service. The study also reveals that technology of the bank has improved tremendously when compared to other aspects like employee relations, adequate credit facilities and helping the rural people.

Article Price : Rs.50

Demographic Influences on Internet Banking in Malaysia

-- Rohaya Shaari and Hafizi Muhamad Ali

Internet banking is regarded as a new delivery channel, which if effectively used, can provide competitive advantage in the banking sector. While it promises enormous benefits both to consumers and banks, the question is how bank managers perceive the strategic and operational issues of Internet banking. Therefore, this paper seeks to examine the perceptions of bank managers on Internet banking with respect to strategic and operational issues. This study is based on the responses of 54 bank managers of Northern area of Malaysia. Interestingly, as regards operational issues, this study finds that there is a significant difference between the level of education and years of service. Further, analysis of strategic issues reveals that it is mandatory for banks to implement Internet banking to compete effectively in the future. In operational issues, bankers perceived that Internet banking would help improve their customer service. Hence, this finding suggests that bank managements should continue to offer personalized services to the customers. Thus, the study suggests that Internet banking should be used as an informational and transactional tool to complement and enhance banking operations.

Article Price : Rs.50

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Automated Teller Machines (ATMs): The Changing Face of Banking in India

Bank Management
Information and communication technology has changed the way in which banks provide services to its customers. These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.

The Information and Communication Technology (ICT) is playing a very important role in the progress and advancement in almost all walks of life. The deregulated environment has provided an opportunity to restructure the means and methods of delivery of services in many areas, including the banking sector. The ICT has been a focused issue in the past two decades in Indian banking. In fact, ICTs are enabling the banks to change the way in which they are functioning. Improved customer service has become very important for the very survival and growth of banking sector in the reforms era. The technological advancements, deregulations, and intense competition due to the entry of private sector and foreign banks have altered the face of banking from one of mere intermediation to one of provider of quick, efficient and customer-friendly services. With the introduction and adoption of ICT in the banking sector, the customers are fast moving away from the traditional branch banking system to the convenient and comfort of virtual banking. The most important virtual banking services are phone banking, mobile banking, Internet banking and ATM banking. These electronic channels have enhanced the delivery of banking services accurately and efficiently to the customers. The ATMs are an important part of a bank’s alternative channel to reach the customers, to showcase products and services and to create brand awareness. This is reflected in the increase in the number of ATMs all over the world. ATM is one of the most widely used remote banking services all over the world, including India. This paper analyzes the growth of ATMs of different bank groups in India.
International Scenario

If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase as customers will be able to access their bank accounts from any geographic location. This would imply that the value of an ATM network increases with the number of available ATM locations, and the value of a bank network to a customer will be determined in part by the final network size of the banking system. The statistical information on the growth of branches and ATM network in select countries.

Indian Scenario

The financial services industry in India has witnessed a phenomenal growth, diversification and specialization since the initiation of financial sector reforms in 1991. Greater customer orientation is the only way to retain customer loyalty and withstand competition in the liberalized world. In a market-driven strategy of development, customer preference is of paramount importance in any economy. Gone are the days when customers used to come to the doorsteps of banks. Now the banks are required to chase the customers; only those banks which are customercentric and extremely focused on the needs of their clients can succeed in their business today.

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