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Avaliação da relação banco-clientes numa perspectiva de marketing relacional

Cardoso, António; Fernandim, Marcelo
Fonte: Edições Universidade Fernando Pessoa Publicador: Edições Universidade Fernando Pessoa
Tipo: Artigo de Revista Científica
Publicado em //2010 POR
Relevância na Pesquisa
27.02%
A cada vez maior penetração da Internet na sociedade actual está a revolucionar a forma de relacionamento entre os bancos e os clientes. Este estudo faz uma reflexão teórica sobre o Marketing Relacional e debruça-se sobre as motivações para a utilização das tecnologias, em particular do Home Banking, relacionando-as e aplicando-as ao sector bancário. Seguidamente, recolheu-se a informação para o estudo empírico, distribuindo um questionário por 50 clientes bancários. A investigação demonstrou que a utilização do Home Banking está positivamente relacionada com a manutenção de relações duradouras entre os clientes e as suas instituições financeiras de eleição. Mostrou igualmente que os clientes que credibilizam uma relação duradoura com o Banco, estão mais disponíveis para o desenvolvimento de uma abordagem relacional. Identificou-se um fortalecimento da relação pela maior percentagem de operações bancárias realizadas on-line. Finalmente, verificou-se um fortalecimento da relação entre a utilização do Home Banking e a propensão do Banco satisfazer todas as necessidades / desejos dos seus clientes. The increasing penetration of Internet in today’s society is revolutionizing the way the relationship between banks and customers. This study is a theoretical reflection on Relationship Marketing and looks at the motivations for the use of technology...

Supervisão bancária e o papel dos bancos centrais : teoria, experiências internacionais e evidências empíricas

Schlottfeldt, Cristiane Lauer
Fonte: Universidade Federal do Rio Grande do Sul Publicador: Universidade Federal do Rio Grande do Sul
Tipo: Tese de Doutorado Formato: application/pdf
POR
Relevância na Pesquisa
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Os Bancos Centrais executam a primordial função de buscar a estabilidade monetária em seus respectivos países. Além disto, são também responsáveis pela condução e gerenciamento do sistema de pagamentos e pela condição de prestamista de última instância. As atividades de fiscalização do sistema bancário, no entanto, podem ou não ser de incumbência das autoridades monetárias. Percebe-se, ao longo das décadas mais recentes, que alguns países vêm promovendo mudanças em suas estruturas de alocação das áreas de supervisão, tanto no sentido de delegar esta responsabilidade a uma agência quanto na possibilidade de integrar a supervisão bancária com outras áreas, tais como a de seguros e a do mercado de capitais e títulos. Estas questões, como a de deixar ou não a supervisão inserida dentro dos bancos centrais, e a da sua integração ou não com outras áreas, têm proporcionado diversos debates, tendo sido apontados tanto pontos favoráveis quanto desfavoráveis, em cada uma das situações propostas. No entanto, estes discursos são ainda incipientes, e tal análise ainda carece de novas reflexões. Foi a dificuldade teórica em se definir um modelo de maior eficiência institucional para os países que serviu como ponto de partida e incentivo para o presente estudo. Desta forma...

Concentração bancária em Portugal

Silva, Tiago Filipe Lopes da
Fonte: Instituto Universitário de Lisboa Publicador: Instituto Universitário de Lisboa
Tipo: Dissertação de Mestrado
Publicado em //2009 POR
Relevância na Pesquisa
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Mestrado em Gestão / Classificação JEL: G21, G34; Esta dissertação estuda a concentração bancária em Portugal entre 1992 e 2007. Enquadra o tema pelo desenvolvimento estratégico, conglomerados financeiros, evolução dos sistemas financeiros da OCDE e a evolução do sector bancário em Portugal. As concentrações verificadas na banca portuguesa resultam de vários factores entre os quais a adesão de Portugal à CEE, aos processos de privatizações ocorridos no sector bancário português nos anos 90, da desregulamentação e da consolidação dos principais grupos financeiros portugueses. O cálculo da concentração é efectuado para a actividade global corrigida para Portugal, para um conjunto de oito variáveis e com base em vários indicadores e, tendo por base, as contas consolidadas. Os resultados demonstram um aumento da concentração entre 1992 e 2007, para todas as variáveis e com base em qualquer dos indicadores habitualmente utilizados, o ano 2000 é o ano em que o nível de concentração é mais elevados para qualquer uma das variáveis. Apesar do aumento da concentração, nem sempre este aumento resultou num aumento de eficiência, como se demonstra na análise do rácio Produto Bancário/Activo. A viragem do século fica marcada pela reestruturação dos grupos bancários que optaram pela homogeneização da oferta bancária...

Development Banks : Role and Mechanisms to Increase their Efficiency

Gutierrez, Eva; Rudolph, Heinz P.; Homa, Theodore; Blanco Beneit, Enrique
Fonte: Banco Mundial Publicador: Banco Mundial
Relevância na Pesquisa
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Past performance of development banks, has generally been considered poor and the value of state ownership questioned. There are few institutions that achieve the optimum balance of effectively addressing a policy objective while being financially sustainable. Following the financial crisis, there is a renewed interest in the role development banks can play in weathering the crisis. The purpose of this paper is to highlight the lessons learned following the financial crisis and to present some of the best practices in development banking so that policy makers can be better informed should they be considering how to build strong state financial institutions to address current and future needs in their respective countries.

Does Financial Openness Lead to Deeper Domestic Financial Markets?

Calderón, César; Kubota, Megumi
Fonte: Banco Mundial Publicador: Banco Mundial
Relevância na Pesquisa
27.02%
Advanced and emerging market economies have rapidly integrated into international capital markets and this growing globalization of financial markets has led to some important changes in the patterns of saving and investment across the world. The main goal of this paper is to test whether the cross-border asset trade has led to improvements in the intermediation of these savings -- that is, foster development of domestic financial markets. The authors have collected annual information on financial market development, financial openness, and other control variables for a sample of 145 countries for the period 1974-2007. Controlling for the likely endogeneity of financial openness, the analysis finds that rising financial openness expands private credit, bank assets, and stock market and private bond market development, and generates efficiency gains in the banking system. However, the impact of financial openness on domestic financial development may depend on the level of institutional quality, the extent of investor protection...

Cross-Country Empirical Studies of Systemic Bank Distress : A Survey

Demirgüç-Kunt, Aslı; Detragiache, Enrica
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Relevância na Pesquisa
27.04%
A rapidly growing empirical literature is studying the causes and consequences of bank fragility in contemporary economies. The authors reviews the two basic methodologies adopted in cross-country empirical studies-the signals approach and the multivariate probability model-and their application to study the determinants of banking crises. The use of these models to provide early warnings for crises is also reviewed, as are studies of the economic effects of banking crises and of the policies to forestall them. The paper concludes by identifying directions for future research.

Bank Deleveraging : Causes, Channels, and Consequences for Emerging Market and Developing Countries

Feyen, Erik; Kibuuka, Katie; Ötker-Robe, İnci
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Relevância na Pesquisa
27.02%
Just before the 2008-09 global financial crisis, policymakers were concerned about the rapid growth of bank credit, particularly in Europe; now worry centers on a potential global credit crunch led by European banking institutions. Overall, credit conditions across Europe deteriorated markedly in late 2011. Spillover effects are being felt around the globe and imply significant channels through which deleveraging could have disruptive consequences for credit conditions in emerging markets, particularly in emerging Europe. Significant liquidity support provided by the European Central Bank was a "game changer," at least in the short term, as it helped revive markets and limited the risk of disorderly deleveraging. However, the extent, speed, and impact of European bank deleveraging remain highly dependent on the evolution of economic growth and market conditions, which in turn are guided by the ultimate impact of European Central Bank liquidity support, resolution of the sovereign debt crisis within the Euro Area, and the ability of the European rescue fund to provide an effective firewall against contagion.

African Financial Sectors and the European Debt Crisis : Will Trouble Blow across the Sahara?

World Bank
Fonte: Washington, DC Publicador: Washington, DC
EN_US
Relevância na Pesquisa
27.02%
The exposure of African financial sectors to global risks, including the likely fall-out of the on-going European debt crisis, continues to be limited. African financial sectors have received much recognition for their steady growth performance and resilience during and after the 2008 global financial crisis. Many of the transmission channels for global risks and financial contagion to financial sectors in Africa are narrow or of limited potential influence. This note analysis the recent performance of African financial sectors, the degree of their exposure to European banking sector risks, the observable impact of a decline in global investor confidence, as well as the link between fiscal and monetary policy and financial sector development. The analysis in this paper focuses primarily on the potential impact of the European debt crisis on the performance of African financial sectors and the credit intermediation channel. The analysis both assesses how a transmission channel affects the stability and solvency of African financial institutions and how it affects the ability of African firms and governments to access funding.

Financial Sector Assessment Program : Malawi - Access to Financial Services

International Monetary Fund; World Bank
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
EN_US
Relevância na Pesquisa
27.04%
This technical note the Malawi 2007 Financial Sector Assessment Program (FSAP) reviews the current challenges of increasing access to financial services in Malawi. After a cursory assessment of the state of the financial sector in chapter one, it summarizes the key challenges of rural financial sector development (chapter two); then discusses the opportunities that branchless banking technology offers (chapter three), the options for strengthening the financial infrastructure (chapter four) and the role of government in increasing access (chapter five). It concludes with recommendations on how authorities may seek to realize these opportunities (chapter six).

IFC Mobile Money Study 2011

International Finance Corporation
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Trabalho em Andamento
EN_US
Relevância na Pesquisa
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Although a number of m-money businesses have emerged around the world, few have reached significant scale. Overall, m-money uptake is limited when contrasted with its apparent promise of reaching the unbanked and underserved, servicing existing banking clients, and being a means for realizing a cashless society. This study examines the following in more detail: existing major money flows and the critical mass of low-value, high-volume payment transactions and whether m-money can be used for them (i.e., potential demand); regulatory environment and major obstacles for m-money uptake; business models of partnering institutions; payment behavior of users and nonusers (banked and unbanked), in particular where they receive funds and how they use money, including alternative means; and existing and potential agents networks, their requirements to run m-money as a viable business, and their training needs. This report provides detailed information on Thailand regarding five main topics, business models, money flows and demand...

Improving the Quality of Financial Intermediation in the Gulf Cooperation Council Countries

World Bank Group
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Relatório
EN_US
Relevância na Pesquisa
27.04%
This engagement note provides a snapshot of financial development in the countries of the GulfCooperation Council (GCC), Bahrain, Kuwait, Oman, Qatar, Saudi Arabia and the United Arab Emirates (UAE), and identifies key areas of the financial sector reform agenda where the World Bank Group (WBG) through the Finance Markets Global Practice (FMGP) can provide its support, in particular through the provision of analytical services and advisory (ASA). A key challenge for GCC countries is to diversify their economic structures, increase the role of the private sector, improve the efficiency of the government and reform the educational system and the labor market. This is essential to create employment opportunities for a young and growing domestic population. In this context, the development of an efficient, stable and inclusive financial sector is a policy objective in itself and a necessary conduit to a more diversified and productive economic system. Against this backdrop, this engagement note suggests that improving the quality of financial intermediation in GCC economies is a balancing act between enhancing access and preserving stability. Accordingly...

Bosnia and Herzegovina Financial Sector Assessment

World Bank; International Monetary Fund
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Relatório
EN_US
Relevância na Pesquisa
27.04%
Bosnia and Herzegovina (BiH) is still dealing with the aftershocks of the global financial crisis that have weakened financial sector asset quality and profitability. System-wide solvency and liquidity indicators appear broadly sound, but significant pockets of vulnerability exist among domestically-owned banks. Banking and insurance oversight have improved since the 2006 financial sector assessment program (FSAP), but a number of important shortcomings in some segments remain. Decisive and immediate actions to deal with weak banks are critical for preserving financial stability. The legal framework governing creditor and debtor relationships is comprehensive, however neither debt resolution, businesses reorganization, nor bankruptcy liquidation work effectively. The financial reporting framework has improved recently and is substantially aligned with the acquis communautaire and harmonized between the two entities. Governance processes of state-owned banks reveal a number of concerns. There is a need to further strengthen the supervisory board selection process and internal audit functions of state banks. The Development Bank of the Federation of BiH is only partially supervised by the Banking Agency of the Federation of BiH (FBA). Specific strategies and exit plans for the Republika Srpska (RS) government’s support of the financial sector are undefined.

Migrants’ Remittances from the United Kingdom; International Remittances and Access to Financial Services for Migrants in London, UK, A Greenback 2.0 Report

Developing Market Associates
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Tipo: Report; Economic & Sector Work; Economic & Sector Work :: Other Financial Sector Study
ENGLISH; EN_US
Relevância na Pesquisa
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This report will share key findings from the research, starting with an overview in section two of the international remittance context and the UK remittance market. It also provides a view on trends in the UK market, particularly in the wake of significant bank de-risking, leading many remittance service providers (RSPs) to seek out alternative banking solutions. Section three outlines the objectives of the research, the survey design and the sampling techniques for the fieldwork. This is followed by Section 4, which presents the empirical findings of the 602 interviews collected. It begins with demographic and economic characteristics of the participants before focusing on migrants’ attitudes and behaviors regarding remittance sending, using financial services, and savings and investment. Given the current environment for remittance service providers in the UK (and in several other countries) and the global commitment to reducing remittance costs, there is a focus on the service providers used and the costs incurred. Finally...

Deposit Insurance as Private Club : Is Germany a Model?

Beck, Thorsten
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Tipo: Publications & Research :: Policy Research Working Paper; Publications & Research
ENGLISH; EN_US
Relevância na Pesquisa
27.04%
The author describes, and evaluates the deposit insurance scheme set-up by private commercial banks in Germany in 1975. The scheme's funding, and management are completely private, with no pubic supervision. Where other schemes rely on monitoring by depositors to decrease moral hazard problems, the German scheme relies on peer monitoring by its member banks. The system has weathered several small bank crises, but has not yet been exposed to a major bank failure, or a systemic crisis. To what extent can it serve as a model for other countries? The success of the German scheme has to be judged against an institutional environment that fosters contract enforcement, and the rule of law, and discourages corruption. In a country with weaker institutions, the voluntary membership might quickly lead to adverse selection, with strong banks leaving the scheme. The high coverage limit might induce bank managers, and owners to abuse the scheme. Banks might intentionally under-fund the scheme, counting on additional government resources in times of crisis. And the secrecy of funds might decrease fund managers' accountability in societies with little transparency...

Public Credit Registries as a Tool for Bank Regulation and Supervision

Girault, Matias Gutierrez; Hwang, Jane
Fonte: Banco Mundial Publicador: Banco Mundial
Tipo: Publications & Research :: Policy Research Working Paper
ENGLISH
Relevância na Pesquisa
27.04%
This paper is about the importance of the information in Public Credit Registries (PCRs) for supporting and improving banking sector regulation and supervision, particularly in the light of the new approach embodied in Basel III. Against the backdrop of the financial crisis and the existence of information data gaps, the importance of complete, accurate and timely credit information in the financial system is evident. Both in normal times and during crises, authorities need a device that allows them to look at the universe of credits in a detailed and readily way. And more importantly, they need to develop tools that exploit as much as possible the information therein contained. PCR databases contain individual credit information on borrowers and their credits which makes it possible to implement advanced techniques that measure banks' credit risk exposure. It allows optimizing the prudential regulation ensuring that provisioning and capital requirements are properly calibrated to cover expected and unexpected losses respectively. It also permits validating banks' internal rating systems...

Building Trust : Developing the Russian Financial Sector

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Publications & Research :: Publication; Publications & Research :: Publication
ENGLISH; EN_US
Relevância na Pesquisa
27.04%
This book examines progress within Russia's financial sector and provides a road map for promoting dialogue on and implementing improvements. The book is intended to complement and support the joint strategic plan of Russia's government and Central Bank for banking reform, a plan that includes many already-implemented legislative and regulatory efforts aimed at strengthening the Russian financial sector as a whole. The authors contend that any comprehensive strategy designed to enhance trust in Russian banking will need to focus on four major themes: 1) encouraging financial intermediation by improving the legal and accounting infrastructure for financial sector development; 2) improving the current structure and performance of the banking system; 3) improving the effectiveness of bank regulation, bank restructuring, and liquidation; and 4) enhancing enterprise access to finance.

Mauritius : Financial Sector Assessment

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Economic & Sector Work :: Financial Sector Assessment Program (FSAP); Economic & Sector Work
ENGLISH; EN_US
Relevância na Pesquisa
27.04%
This Financial Sector Assessment (FSA) is the joint IMF-World Bank work, based on the context of the Financial Sector Assessment Program (FSAP), intended to identify strengths, and vulnerabilities, as well as development needs of the financial sector. The report thus summarizes main findings, and policy recommendations as follows. Mauritius has been remarkably successful in achieving rapid growth, and substantial diversification of a formerly mono-agricultural economy. However, maintaining the past high rates of growth, and employment will pose a major challenge. The trade preferences on which two of the pillars of the economy are founded are being eroded, forcing the sugar and textile industries, to significantly improve their competitiveness, or lose market share to larger, lower-cost producers. In partnership with the private sector, the government is taking decisive measures to build a knowledge economy based on higher value-added services, notably in information and communication technologies. They have also adopted programs to modernize...

Financial Sector Assessment : Republic of Kazakhstan

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Economic & Sector Work :: Financial Sector Assessment Program (FSAP)
ENGLISH
Relevância na Pesquisa
27.04%
The Kazakhstan financial sector remains dominated by domestic commercial banks. The banking sector is largely domestically owned, private, and relatively concentrated, with the largest five banks accounting for 78 percent of total banking assets. The share of foreign banks has increased to about 15 percent of total banking assets after some recent acquisitions. The stress testing included single factor sensibility and scenario analysis and focused on the potential impacts of the two main risks being faced by the banking system, liquidity and credit risks. The exercise looked into the potential impact of: (i) the ongoing liquidity crunch and worsening external funding conditions; and (ii) asset and collateral quality deterioration, particularly for construction, real estate, and consumer lending. Some progress has been achieved in strengthening the prudential framework and improving bank governance. However, there is a need to move towards risk-based supervision with more attention to banks' use of risk management systems and internal controls...

A influência das tecnologias self-service bancárias no comportamento dos clientes residentes nos Açores

Soares, Paula Margarida Fagundes
Fonte: Universidade dos Açores Publicador: Universidade dos Açores
Tipo: Dissertação de Mestrado
Publicado em 07/07/2014 POR
Relevância na Pesquisa
27.04%
Dissertação de Mestrado em Ciências Económicas e Empresariais; Nos últimos anos tem-se assistido a uma significativa diversificação dos canais de distribuição e de comunicação do setor da banca, nomeadamente através da introdução das tecnologias self-service, que permitem aos clientes acederem às suas áreas financeiras de forma autónoma, intemporal e a partir de qualquer local. A utilização destas novas tecnologias veio permitir às instituições a redução significativa de custos, bem como uma possibilidade de diferenciação da concorrência. Revela-se assim de extrema importância para as empresas o estudo da influência que a utilização de tecnologias self-service bancárias, como as ATM's, o Internet Banking e o Mobile Banking, possa ter no comportamento dos seus utilizadores. Esta investigação procura analisar em que medida a utilização mais frequente das três tecnologias self-service mencionadas influencia os comportamentos demonstrados pelos seus utilizadores residentes nos Açores, nomeadamente ao nível da satisfação, confiança, lealdade, perceção de segurança, recomendação a terceiros e relação com os funcionários bancários, tendo por base a análise de uma amostra composta por 450 inquiridos. Verifica-se que esses clientes apresentam comportamentos mais positivos perante a sua instituição financeira...

Report on the G20 Survey in De-Risking Activities in the Remittance Market

World Bank Group
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Tipo: Working Paper; Publications & Research :: Working Paper; Publications & Research
ENGLISH; EN_US
Relevância na Pesquisa
27.04%
In September 2014, the Group of Twenty (G20) Global Partnership for Financial Inclusion (GPFI) requested the World Bank Group to undertake a survey in the G20 countries on the issue of commercial banks’ actions to de-risk their operations, specifically in relation to non-bank international remittance service providers or, as they are alternatively referred to throughout this report, money transfer operators (MTOs). The objective of the survey was to assess the status of the de-risking phenomenon in the G20 countries, and to collect evidence from which conclusions on the main drivers and the impact for the MTO market could be drawn. The key findings of this survey and the relative recommendations on potential actions are provided in this report to assist the G20 governments, standard setting bodies, private sector entities and the other relevant stakeholders in the financial sector on future discussions on this topic. In addition to working with the G20 on de-risking in the remittance market, the World Bank Group collaborated with the Financial Stability Board (FSB) and the Committee on Payments and Market Infrastructures (CPMI) to conduct a global survey on access to foreign correspondent banking relationships. This survey is focused on banking authorities...