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El presente informe tiene como finalidad acreditar la experiencia obtenida en la práctica profesional realizada en la empresa BANCO BBVA, la cual es una de las mayores entidades financieras del mundo y sus principales mercados son España, Argentina, Colombia, México, Perú, Venezuela, Uruguay y Turquía. Su visión se centra en el cliente y provee un portafolio amplio de servicios tanto de Banca Empresarial como de Banca Personal. En el periodo de 6 meses de práctica, se logró el aumento de la productividad de la Zona Oriente del banco y el consolidamiento de estrategias para el fortalecimiento y continuo crecimiento de la misma. Como resultado de lo expuesto anteriormente se adquiere experiencia en estudios de mercado, captación de clientes, estrategia administrativa, análisis estadísticos, entre otros. Lo anterior, con la finalidad de que el practicante mediante sus conocimientos y la capacitación brindada en la empresa, logre desempeñar el cargo de la Asistencia Administrativa y Operativa de la Zona Oriente El modelo de trabajo se caracteriza por un seguimiento oportuno de cada una de las oficinas y sedes pertenecientes a la Zona Oriente del Banco BBVA en Colombia. De esta manera, lo anterior va a permitir el cumplimiento de las metas planteadas por la territorial general del banco, con las metas por director, con las metas gerenciales, y así sucesivamente. Todo esto nos permite ver un escenario, en el cual se debe ser muy preciso en los objetivos, ya que el cumplimiento de un área, permite el cumplimiento de otra área superior, lo cual permite ver un panorama, en el cual, el trabajo en equipo permite el fortalecimiento de la empresa y el éxito en los resultados. The main purpose of the following document is to accredit the experience obtained in the professional practice made in the BBVA BANK, which is one of the major financial entities around the world and its principal markets are Spain, Argentina, Colombia, Mexico, Peru, Venezuela, Uruguay and Turkey. Its vision is focus on the client and provides a broad portfolio of services for both Business Banking and Personal Banking. In the 6 months period of professional practices, the increase of the Eastern Zone Bank productivity was achieved, along with the consolidation of strategies for the strengthening and continue increasing of it. As a result of the above, experience was acquired in marketing research, customer acquisition, administrative strategy, statistical analysis, among others. The foregoing, with the purpose that the professional practitioner through its knowledge and the training provided by the company, achieve performing the position of Administrative and Operational Assistance of the East Zone. The work model is characterized by the timely and correct monitoring of the offices and headquarters belonging to the Eastern Zone of the BBVA Bank in Colombia. In this way, the foregoing will allow the accomplishment of the goals established by the General Territorial of the bank, with the Directors goals, with the Managerial goals, and so on. All of this, enable us to see a scenery, in which it is required to be very accurate with the objectives, because the achievement of one area, allows the achievement of other superior area, giving us a panorama where the team work give as a result the business strengthening and the success in results. Profesional en Negocios Internacionales http://www.ustavillavicencio.edu.co/home/index.php/unidades/extension-y-proyeccion/investigacion Pregrado

Job Ascension Decision Support System Using Profile Matching Method Case Study at PT Bank Negara Indonesia (Persero), Tbk KCU Pecenongan. Often the selection of employee candidates to be promoted for certain positions in a company is actually not suitable to fill these positions, because previously there was no prior GAP determination between individual competencies and job competencies that could direct employees to positions that were in accordance with their basic competencies. This study aims to assist PT Bank Negara Indonesia (Persero), Tbk KCU Pecenongan in the selection process of promotion from Costumer Service Officer (CSO) candidates to occupy the position of Personal Banking Officer (PBO) using the Profile Matching method. This method is carried out by stages, determining aspects and sub aspects of the assessment, determining the target value of each sub-aspect, determining the GAP competence from the difference between the aspect value and target value, weighting the GAP value, grouping aspects into 2 groups, namely core factor and secondary factor, calculating the total value based on the presentation of core factor and secondary factor, the final result after evaluating the profile matching method in the promotion system by selecting candidates from customer service officers (CSO) PT Bank Negara Indonesia (Persero), Tbk Branch Offices Utama Pecenongan to occupy the position of Personal Banking Officer (PBO) shows a difference in values that are better than the previous calculations that are still done simply without giving the target value, mapping the GAP weighting value and the factor value, namely Core Factor and Secondary Factor, followed by calculating rank.

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.

Since the China Banking Regulatory Commission issued the “Interim Measures for the Administration of Personal Banking Business of Commercial Banks” and the “Guidelines for the Risk Management of Commercial Banks’ Personal Wealth Management Services” in 2005, China’s asset management market has gradually entered the stages of exploration, development and standardization.

We describe three interesting cases that the UK Competition and Markets Authority (CMA) has dealt with over the past year: first, we discuss the merger of two online food ordering platforms—Just Eat and Hungryhouse—which required an assessment of competition in the presence of indirect network effects. Second, we discuss the vertical merger of a grocery retailer and wholesaler—Tesco and Booker—which posed the challenge of how to assess a firm’s incentives to foreclose its rivals when there are thousands of local markets. Finally, we discuss Open Banking, which lies at the heart of the package of remedies that came out of the CMA’s market investigation into personal banking, and sought to tackle issues of low customer engagement.

Este trabajo pretende aportar literariamente una revisión de los modelos para la calificación del riesgo crediticio (modelos de Credit Score) utilizados en el otorgamiento de crédito personal; teniendo en cuenta los métodos de Abdou & Pointon (2011); Glennon, Kiefer, Larson, & Choi (2008); Saavedra-García & Saavedra-García (2010), se pretende crear un esquema de orden para explicar los múltiples modelos matemáticos y econométricos utilizados en el credit score, con el fin de generar un listado actualizado que esté sustentado por académicos y expertos en el tema.

Digitalizacija je beseda, ki danes zaposluje, obremenjuje ali motivira marsikatero finančno, proizvodnjo ali storitveno podjetje. Velja za nekakšnega »motilca« v procesih podjetij, v svojem smislu pa ne pomeni nič drugega, kot poenostavitev, avtomatizacijo in hitrost procesov v posamezni panogi, instituciji ali podjetju. Digitalizacija storitev in avtomatizacija procesov, v bančništvu dolgoročno predstavlja temelj in edini način preživetja in nadaljnjega ustvarjanja prihodkov bank, hkrati pa pomeni tudi krčenje obsega zaposlenih in tudi bančnih izpostav. V magistrski nalogi bomo skušali v teoretičnem delu prikazati, kaj digitalizacija v bankah pomeni, in kakšen pomen ima na segmentu malih in srednjih podjetij (SME). Stranke na tem področju namreč v današnjem času korenito spreminjajo svoje poslovne modele, hkrati pa tudi sami v svoje dejavnosti uvajajo maksimalno možno avtomatizacijo. V sodelovanju z bankami zato pričakujejo odzivnost, strokovno usmerjenost za iskanje rešitev, agilnost in predvsem zanesljivost. Do večine storitev, ki so pomembna za njihovo poslovanje pa želijo dostopati preko elektronskih kanalov 24/7. Digitalizacija pa korenito posega tudi na delovna mesta v bankah. Nekatere podporne službe tako že korenito krčijo svoje zaposlene. Posebej pa vpliva tudi na delo bančnih svetovalcev. Le ti so v preteklosti veljali za tiste, pri katerih so stranke oddajala naročila v bankah, le ti pa so potem skozi dolgotrajne in zapletene kreditne procese ta naročila prevajali v pripravo predlogov, sklepov in pogodb za odobritev kreditov, tako velikih kot majhnih vrednosti. Skozi praktičen del naloge skušamo prikazati, da je banka x skozi avtomatizacijo procese poenostavila do te mere, da je čas do odobritov manjših vrednosti skrajšala do 48 ur, hkrati pa procesno zelo razbremenila delo svetovalca na področju poslovanja z malimi podjetji. Prikazati želimo tudi, da vloga tega svetovalca s tem ni izgubila na pomenu, temveč ga postavlja v vlogo ključne osebe za ohranjanje medosebnih odnosov s stranko na način, da postaja agilen, digitalno pismen, strokoven in predvsem zmožen stranko naučiti pravilno uporabljati digitalne storitve in predvsem izbirati prave storitve za njihove potrebe. Digitalization is the word that today employs, burdens or motivates many financial, manufacturing or service companies. It is considered a "disruptor" of the companies’ processes, but in its sense it means nothing but processes simplification, automation and acceleration in a particular industry, institution or company. Digitalization of services and process automatization are in the long term, the cornerstone and the only way to survive and continue to generate revenue for banks. At the same time digitalization will reduce employees and many bank brunches. In theoretical part of the paper, we elaborate the denotation of digitalization in banks and what significance it has in the segment of small-to-medium- enterprises (SMEs). Today, customers in this field are radically changing their business models while introducing the maximum possible automation in their activities. In cooperation with banks they expect responsiveness, agility reliability and professional support in finding and providing optimal finance services. They expect access to most of the relevant services through electronic channels 24/7. However, digitalization is radically affecting jobs at banks. Some support services are already shrinking the number of employees. In particular, it affects the work of banking advisers. Before digitalization, they were considered to be those of having contact with clients. Their works was translation of orders through complex credit processes in the preparation of proposals, decisions and contracts for granting large either small loans. In the practical part of our research, we examined the Bank X processes for simplification through automation that it reduces the time to the approval of smaller values by up to 48 hours, while at the same time significantly reduces the workload of the consultant in the field of small business. We also examined the changed in the bank consultant role, not in perspective of its significance but in placing it to the role of the key person for maintaining interpersonal relationships with the client. Consultants become more agile, digitally literate, professional and above all able to teach the client how to use digital services correctly and choose the right services for their needs.

The Industrial and Commercial Bank of China (ICBC) is a success story of a Chinese firm growing domestically and then strategically expanding abroad. In 2018, ICBC was the largest bank (by assets) in the world, and operated more than 16,800 Chinese domestic institutions and 400 institutions overseas. Founded in 1984, the bank is headquartered in Beijing and offers corporate banking, personal banking, and treasury operations. By examining its growth and corporate strategy, the chapter provides insights on the ways Chinese banks have leveraged domestic competitive advantages and explored international expansion.

В статье рассматривается одна из престижных банковских услуг в настоящее время персональное банковское обслуживание в сегменте Рrivatе Banking. Авторы делают вывод о том, что необходим определенный уровень диверсификации деятельности банка переход от специализации в определенной сфере деятельности к ее универсализации с широким участием в различных сегментах., The article deals with one of the most prestigious banking services at the present time personal banking in the segment of Private Banking. The authors conclude that there is a need for a certain level of diversification of the Banks activities the transition from specialization in a certain field of activity to its universalization with wide participation in various segments., №3(21) (2019)

This study focuses on the role of salesperson in increasingrepurchase intention through trust that formed between salespersonand customers. The purpose of this study is to determine the effectof salesperson's expertise and salesperson's likeability on trust andrepurchase intention. The sample of this study was BNI BrawijayaMalang's customers who received special services from thesalesperson (personal banking assistant - PBA) and had a minimumdeposit of IDR 500,000,000, - The sample in this study was includedin the purposive sampling category and amounted to 140 people.Data analysis through Partial Least Square (PLS) with version 3.0smartPLS. The results of this study indicate that salesperson'sexpertise has a significant effect on trust and repurchase intention,salesperson's likeability has a significant effect on trust but is notsignificant in repurchase intention. Trust acts as a partial mediationon the influence of salesperson's expertise on repurchase intention,but acts as a complete mediation on the influence of salesperson'slikeability on repurchase intention.

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.

Swiss banking is a 'generic name' for a system based on private banking and banking secrecy. In the introductory chapter we highlight the difference between Swiss banking and banking in the Switzerland's system. In the second chapter we present a more detailed description of the institution of banking secrecy, while in the third chapter we present the exceptions to it. The fourth chapter elaborates on the present and the future of Swiss banking. It is argued whether in the present circumstances banking secrecy has become disruptive to the further development of both Swiss banking and banking in Switzerland and whether Swiss banking will come to an end in the future.

This article presents findings from an online survey of teachers concerning personal web use (PWU) at work. Often considered as ‘cyberslacking’ or ‘Internet abuse’, PWU is a growing phenomenon within increasingly Internet-dependent workplaces. The findings of this study highlight a wide range of types of personal web usage amongst teachers ranging from sending personal emails to social networking and personal banking as well as a range of reasons for PWU from a means of addressing permeable work-life boundaries and coping with work intensification to providing a virtual space for routine resistance. The data also suggest that, rather than being detrimental to the organisation, PWU could potentially be a means of increasing worker productivity and developing the digital literacy of teachers. It concludes by considering the implications of the findings for senior managers within organisations.

El presente trabajo tiene como objetivo medir la eficiencia relativa de las unidades que participan en el proceso de gestión de crédito de un banco colombiano, mediante la utilización del análisis envolvente de datos (Data Envelopment Analysis, DEA). Mediante un doble proceso de optimización, esta metodología de programación lineal avanzada genera un único índice de eficiencia relativa paracada una de las unidades estudiadas, aunque es capaz de incluir múltiples recursos y múltiples salidas. En el banco objeto de estudio, las actividades de crédito están organizadas en cinco bancas [unidades estratégicas de negocio que se especializan en tipos de productos y/omercados objetivos; establecen sus propios planes tácticos; tienen un presupuesto específico asignado y son autónomas en la toma de decisiones comerciales y operacionales] de la siguiente manera: banca personal [crédito de consumo y libre inversión a personas]; banca agropecuaria [créditos para actividades agrícolas pecuarias, forestales, acuícolas y pesqueras]; banca de microfinanzas [para necesidades de familias, microempresarios y personas de bajos ingresos]; banca empresarial [satisface necesidades de empresas] y banca oficial [dirigida en general a las empresas del sector oficial]. A su vez, cada banca está dividida en ocho zonas geográficas: Antioquia, Bogotá, Cafetera, Costa, Occidente, Oriente, Santanderes y Sur, por lo cual, el objeto de estudio son cuarenta unidades. Se pretende dar respuesta a los siguientes interrogantes: ¿Qué bancas y zonas geográficas del banco fueron eficientes y cuáles ineficientes en lo que respecta al proceso de gestión de crédito durante 2013? ¿Cuál es la medida de esta ineficiencia? El modelo DEA utilizado es Variable Returns to Scale (VRS) orientado a salidas, con cuatro entradas y dos salidas, trabajando diferentes tipos de unidades. Los resultados indican que las bancas con mejor desempeño son la agropecuaria y la oficial, y las zonas geográficas más eficientes son Sur y Cafetera. Adicionalmente, la banca más ineficiente es la personal y la zona geográfica con el peor desempeño es la Costa.

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...

Detecting fraudulent plastic card transactions is an important and challenging problem. The challenges arise from a number of factors including the sheer volume of transactions financial institutions have to process, the asynchronous and heterogeneous nature of transactions, and the adaptive behaviour of fraudsters. In this fraud detection problem the performance of a supervised two-class classification approach is compared with performance of an unsupervised one-class classification approach. Attention is focussed primarily on one-class classification approaches. Useful representations of transaction records, and ways of combining different one-class classifiers are described. Assessment of performance for such problems is complicated by the need for timely decision making. Performance assessment measures are discussed, and the performance of a number of one- and two-class classification methods is assessed using two large, real world personal banking data sets.

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.

[Resumen] La Banca Privada es un sector que ha pasado por una gran evolución en los últimos años, tanto en términos cuantitativos como cualitativos. Por lo tanto, a lo largo de este trabajo se pretenden reflejar aquellos aspectos más relevantes con respecto a estos cambios, presentando inicialmente los aspectos teóricos necesarios para entender su funcionamiento Además de lo anterior, el objetivo es poner en contexto la situación actual de la Banca Privada en España, encuadrándola dentro de un modelo de negocio a seguir por la mayoría de las entidades, con unas estrategias determinadas que cada entidad adquiere y explota, en función de sus propios recursos pero siguiendo un patrón común: crecimiento, captación y fidelización de clientes, perfeccionamiento operativo, etc. Por lo tanto, el objetivo es reflejar todos estos aspectos de una forma clara y práctica, teniendo en cuenta el análisis de la oferta y las tendencias actuales de productos en los que se puede invertir, así como un análisis de la evolución de los mismos, en términos de rentabilidad, partícipes y patrimonios gestionados. En conclusión, el segmento de Banca Privada evoluciona muy rápidamente, y por lo tanto las entidades deben contar con los recursos (económicos, técnicos, humanos, etc.) suficientes para poder anticipar o adaptarse a los mismos, de manera casi inmediata y sin dejar de ser competitivas. [Abstract] Private Banking is a sector that has undergone a great evolution in recent years, in quantitative and qualitative terms. The most important aspect in relation to this changes are reflicted in this work, initially presenting the theoretical aspects necessary to understand its operation. Besides the above, the objective is to contextualize the current situation of private banking in Spain, encuadrándola within a business model to be followed by most institutions with strategies determined that each entity acquires and exploits, according from its own resources but following a common pattern: growth, customer acquisition and retention, operational improvements, etc. Therefore, the aim is to reflect all these aspects in a clear and practical way, taking into account the analysis of supply and current trends of products that can be invested, and an analysis of the evolution of the same in terms of profitability, participants and assets managed. As a conclusion, the Private Banking’ segment evolves very quickly, and therefore institutions should have the resources (financial, technical, human, etc.) sufficient to anticipate or adapt to them, almost immediately without leave to be competitive. Traballo fin de mestrado (UDC.ECO). Banca e finanzas. Curso 2014/2015

The authors report on research conducted to assess the marketing of personal banking products by Polish banks and determine whether Western developed marketing can be applied in transitional economies. The study comprised three parts: interviews with senior Polish bankers to identify strategies, a survey of front-line staff to determine whether strategies had been communicated and reinforced in the reward system, and a consumer survey to determine whether the strategies had successful outcomes. It finds that the concepts and tools of Western-style marketing can provide direction to bankers for strategy settings, but that successful implementation will depend on the adaptation of these concepts to the Polish context.

Economic growth in West Bank and Gaza (WB&G) slowed in the first quarter (Q1) of 2012. The real growth rate is estimated to have reached 5.6 percent, more than three percentage points lower than the Q1 2011 growth figure and almost one percent lower than the growth forecast contained in the Palestinian Authority's (PA's) budget. This decline is attributed to a major slowdown in Gaza, where real growth decreased from 21.3 percent to 6 percent on a year-on-year basis. The slowdown in Gaza during Q1 of 2012 was mainly attributed to a major decline in the agriculture and fishing sector, which offset much of the growth witnessed in other sectors. This sector shrank by 43 percent in Q1 2012 due to frequent power outages resulting from the lack of fuel in Gaza. Nevertheless, other sectors in Gaza expanded and the highest growth levels were witnessed in the construction, and hotels and restaurants sectors. In the West Bank, growth in Q1 2012 was broadly unchanged from its 2011 level. Most of the growth was from an expansion of services, which contributed around 2.2 percentage points of the 5.4 percent total growth in Q1 2012. The recent slowdown in economic growth is also reflected in higher unemployment levels. Overall unemployment in WB&G was 20.9 percent in the second quarter of 2012 compared to 18.7 percent during the same period in 2011. A serious concern in WB&G is the high level of youth unemployment that is accompanied by low youth participation in the labor force.

V diplomski nalogi predstavljamo programsko rešitev za vodenje evidence komitentov osebnega bančništva, ki jo pri svojem delu uporablja osebni bančnik. V uvodu je opisana problematika dosedanjih postopkov pri delu in predvidene metode dela. Za izdelavo programske rešitve smo izbrali prototipni pristop. Nato smo analizirali obstoječega stanje in poiskali šibke točke. Programsko rešitev smo razvili s programskim orodjem MS Access. V osrednjem delu diplomske naloge smo opisali zasnovo in izdelavo programske rešitve. Predstavili smo vse bistvene elemente in opisali sprotno reševanje težav. Programsko rešitev smo testirali za odpravo napak in jo uspešno implementirali v delovno okolje. V zaključnem delu naloge smo učinke programske rešitve ocenili kot pozitivne in uspešne. Opisali smo še možnosti za nadaljnje nadgradnje programa. In this diploma work we present a software solution for keeping records of personal banking clients, which is needed at the personal bankers operation. The introduction describes the problems of previous work procedures and envisaged working methods. We selected a prototype approach to design software solution. Then we analyzed the existing situation and searched for weak points. Software solution was developed by using MS Access software tool. In the main part of this diploma work, we described the design and creation of software solution. We presented all the essential elements and described intermediate problem-solving. We tested the software solution to eliminate errors and successfully implemented into the work environment. In the final part we have estimated the results of software solution as a positive and successful. Furthermore, we described the options for a future program upgrades.

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.

Some of the key issues facing banks in the UK are examined in order to become better at selling in the personal banking market. These issues concern attitudes towards organisational changes for sales including those of personnel and physical organisation. Implicit in these issues are matters of changes in management style, training, motivation and recognition of branch sales personnel and the direct salesforce. Interviews were held with senior sales and/or marketing executives in the leading banks and a building society. While each of the organisations interviewed has made considerable advances in achieving the required cultural change, Midland Bank is well under way towards accomplishing a sales culture. The results indicate that the radical change called for in developing a true sales culture requires major alterations to management structure and style and is most likely to be successfully achieved by “top‐down” target setting based on corporate business objectives. The need for different approaches in developing an appropriate sales‐and market‐orientation in counter staff and direct sales staff is discussed.

The present study investigated the degree to which the previously established relationship between sensation seeking and risk taking associated with gambling could be extended to everyday financial matters (e.g., personal banking activities). The subjects, classified into high and low sensation seekers, were asked to make a series of everyday financial decisions that varied in their degrees of risk. Overall, the results indicate high sensation seekers displayed greater risk-taking tendencies in everyday financial matters than low sensation seekers. This difference in everyday financial risk taking between high and low sensation seekers was also found within each gender group. Implications and suggestions for future research involving sensation seeking in other personal and professional financial decision-making areas are also presented.

Fraud detection in the retail banking sector poses some novel and challenging statistical problems. For example, the data sets are large, and yet each transaction must be examined and decisions must be made in real time, the transactions are often heterogeneous, differing substantially even within an individual account, and the data sets are typically very unbalanced, with only a tiny proportion of transactions belonging to the fraud class. We review the problem, its magnitude, and the various kinds of statistical tools have been developed for this application. The area is particularly unusual because the patterns to be detected change in response to the detection strategies which are developed: the very success of the statistical models leads to the need for new ones to be developed.

Privates Financial Planning entstand in den 60er Jahren in den USA. Der Bedarf nach guten Finanzplanern resultierte besonders aus dem problematischen dualistischen Banken-system, das von 1933 bis vor kurzem in den USA vorzufinden war. Laut Stiegel-Glass Banking Act von 1933 mussten die beiden Hauptzweige des Bankwesens — Commercial Banking und Investment Banking — per Gesetz getrennt voneinander betrieben werden. Lokalen Bankfilialen war es somit nicht gestattet, ihren Girokontokunden komplexe Investitionsprodukte anzubieten oder sie auch nur in dieser Hinsicht zu beraten.

The latest advancements in technology have made many a great development in all types of customer related services. One such advancement which is happening in banking sector has great influences on the customers and attracts them to use online services provided by the banks. In this paper, we have identified 11 major e – banking services provided by the banks in Middle East countries, in particular, Sultanate of Oman. Various statistical measures such as descriptive statistics, regression analysis and correlation were used to identify the major impact on the customer satisfaction on the identified e – banking services. The results show that the basic e – banking services such as checking balance online, personal banking transactions etc have high level impact on the customer satisfaction. Also, satisfaction is related to the level of awareness of the customer about the particular e – banking service. We have also proposed an impact model based on the findings.

Existing methodologies of bank branch performance analysis are dominated by accounting and financial measures that inherently generate information of a retrospective nature. The outcomes are a possible misleading assessment of a branch's economic viability and misguided planning decisions in reconfiguring a branch. ... This study develops three principal models for an integrated analysis of personal banking performance, based on data collected from branches of a major Australian trading bank. In conclusion, the study delivers a model of overall performance comprised of eight variables; a model of overall potential also comprised of eight variables,- and, a discriminant model comprised of five predictors and two functions with validated coefficients, and a cross-validated correct classification rate. In addition, scales developed for such constructs as customer service quality and managerial competence can be applied independent of regression analysis and discriminant analysis models. It is submitted that the findings of the study can be used in decisions concerning reconfiguring, closing, or opening branches. Furthermore, the study could assist in minimising the gap between current branch performance and branch potential, by focusing attention on the treatment of variables that are controllable by bank management.

During a period which has witnessed considerable growth in the number of organisations which offer banking and associated services, one of the more notable developments has been the identification of the “personal” sector as an entity by the Clearing Banks. From a position which largely considered personal banking as down‐the‐banking‐market, the banks have done a rapid about‐turn by recognising the importance of this sector. To this end they have designed ranges of services which meet the needs of this sector and have developed specific marketing strategies.

Citibank is one of the world’s leading private banking institutions. With $60 billion in total assets, offices in every major city of the world, including Moscow, 20,000 employees in the New York City area and over 20,000 additional employees throughout the world, Citibank is a major business undertaking in its own right. More significant is Citibank’s scope of customers: nearly one million personal banking accounts, banking relationships with nearly every major. American and many non-U.S. business corporations, as well as many national governments, including the Soviet Union’s.