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The brand equity of banks plays a crucial role in determining customer behavior of using their services. The study aims to examine the impact of brand equity on conversion behavior in the use of personal banking services at commercial banks in Vietnam. The paper uses quantitative research methods, through linear SEM (Structural Equation Modelling) analysis, with survey data including 554 samples of individual customers of commercial banks. The study’s findings show that the bank’s brand equity has a negative impact on the behavior of individual customers. In the relationship between these two factors, competitive advertising effectiveness and loyalty of customers act as intermediary factors. On that basis, the study makes a number of recommendations to preclude customers leaving and minimize business losses caused by the conversion of customers’ banks. The findings of this study have shown the importance and impact of brand equity on conversion behavior in the use of personal customer services. These are meaningful contributions both theoretically and practically to help banks get a deeper insight into brand equity and the need to pay attention to building and developing sustainable brand equity for the bank, as well as an important basis for further research.

This paper reviews the characteristics of the international incursions by banks since the early 1990s, examines the implications of the US subprime meltdown crisis and ensuing credit crunch for the pursuit of international banking activities, and provides a prospective view on how banks will tend to make decisions regarding the scope of their international operations in the years to come. We conclude that banks will tend to remain loyal to a universal banking model in terms of scope of activities. But they will most likely also be forced to combine domestic leadership in a first set of financial service activities, regional or international leadership in a second, and global leadership in a third, accepting secondary market shares only temporarily, as a step towards the goal of a leading position for that service in that market.

Purpose– The purpose of this paper is to examine the quality of the banking services in a rather neglected context, i.e. quality of banking services that target the student population. The goals were: to highlight the importance of student population as in the long run profitable market for personal banking services, to determine whether there are significant differences between student perceptions of and expectations from the quality of banking services as well as which dimensions students find to be the most significant and which the least significant in assessing the quality of banking services.Design/methodology/approach– A summary of the theoretical framework is followed by the results of a research using the SERVQUAL instrument.Findings– Despite a steady increase in the number of students over the past few years, bank managers have not yet realized their full potential. The results point to a gap in the quality of the banking services on all five dimensions of the SERVQUAL model. It is necessary to improve the banking service on all dimensions, and particularly with regard to “reliability,” “assurance” and “responsiveness,” in which the gap was observed to be the largest.Research limitations/implications– The research used a convenient sample. Therefore, it is impossible to generalize research findings based on the data processed, but only point to their being indicative.Practical implications– Banks should by no means neglect the student population that possesses information knowledge, essential for the use of modern banking services. Bank managers should pay more attention to the needs of this growing segment of potential highly profitable customers.Originality/value– The necessity to provide a more flexible response to the needs and requirements of students as a target market segment is discussed, along with potential importance of this segment for banks’ future business operations.

This study is carried on with the aim of understanding the different customer perceptions which contribute to brand loyalty, especially for youth in the Indian industry for personal banking service...

Purpose – To provide a review of the winning case study from the professional development category of EFMD's Excellence in Practice Awards, 2013. Design/methodology/approach – An independent review of the winning case. Findings – A strategic review at Danske Bank Sweden led to a decision to enhance its position as a premium bank by strengthening the advisory concept within personal banking. In response a working group proposed that a new group of investment advisors be created for individuals with up to 600,000 to invest. Originality/value – Provides insight for practitioners into a learning and development initiative of proven impact.

Today’s society is critically dependent on the existence of web applications. From online purchases to personal banking to mobile devices, web applications are the backbone of the 21st century’s economy. However, web applications have a number of characteristics that make them highly fragile and prone to bugs that threaten the important applications they enable. In particular, they are typically written in a combination of multiple languages, they often rely on low-level manipulation of string values to generate dynamic web page content, and the flow of control in web applications usually depends strongly on interactive input from the user. In this presentation, I will present an overview of the Apollo project at IBM Research, which aims to make web applications more robust by assisting programmers with finding and fixing bugs, using automated techniques for test generation, fault localization, and program repair.