Challenges in the Era of Globalization - iaabd

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Proceedings of the 12th Annual Conference © 2011 IAABD not only they using it”; “I know the banks use my money for some business, so if they get something they should give me something too”. Some of the respondents also think they will consider it: “May be when I grow up but now, and when I start working and saving actually, but now no. Selection criteria 7 - Employee customer relations: One of the decisive factors in the bank selection process by the undergraduates. On a rank of five, the employee customer relation come second and is considered very important by the respondents. The employee customer relation for some of the respondents means the ability to explain the banking procedure to them and guide them if they are wrong: “When I went to the HFC bank for instance the receptionist was good, she smiled at me this made me like going there to check on my account”; “Very important well it can make me change my mind, when I went to Ecobank if the relations was not good I would have changed my mind, it’s very influential”; “Yeah that is also another I will consider, if you are not a banker it’s obvious you will not know everything so if there are people who will guide you and explain thing to you why not it will be another plus over the others”; “Yeah the way they treat me is also another factor, it’s very necessary because it will encourage you to relate with them easily because if you are not happy it will be difficult to interact with them”; “It will also count, sometimes you need something , the way they relate with me”;” It is a problem when its to the general public”; “Yes if the employees are friendly and customer relations are good, you will know that all information will be given and all problems sent there will be met”. Selection criteria 8 - Secure feeling: The security of money deposited in a bank for some of the respondents is not possible for the money to get lost and therefore this criterion would not be part of the selection criteria. In the same vein others would consider the security of their money. Responses from the respondents show that security issues are akin with the reputation of the bank: “I do not consider that because if you leave there your security is still not guaranteed”; “Yeah, yeah because I for one, from their reputation I know they can be trusted, I guess that’s why I look at their reputation”; “Yeah it will influence that is why I won’t save with just any bank because, the goodwill they have”; “Personally won’t go out for just any bank but has proved overtime”; “It will influence me because during the 2008 elections, I realized that data bank was on connection with the N.P.P so they started recording negative balances, so I had to take my money out because N.P.P was out of power”; “Yes it is necessary you wouldn’t want to lose your money it will not be necessary, because I know that its not possible the money will get missing in the bank”; “I have never really thought about that, so it wouldn’t influence me”. Selection criteria 9 - Marketing communication: The respondents acknowledge that the communications that a bank put out could have influence, but state however that these communications would not per se influence them. We are of the view that, it’s probably because they are enlightened and can determine the differences between perceived quality and actual quality of the service delivered. Here are their responses: “Exactly! It will affect me”; Yes I am sure because for the GT bank you will be so caught up in their song and it can influence people but haven’t influenced me per say but if want to open another account, I will go to GT bank”; “Well personally it won’t affect me anyway , it wont count on my choice of bank, marketing people are very bad people so marketing strategies are just to sway you for banking I won’t go there”; “It may influence me if information conveyed suit something I need”; “OK! It does not affect me, I don’t look at think advertisement stands for competence, you can have a nice advert and not be competent or their services not up to standard”; “It’s not a factor”; “Some are just camouflages, they don’t really do what they say, they just want customers and if they start its not for long, so I won’t consider it”. Selection criteria 10 - Reputation of bank: Some of the respondents explain that they feel good to be associated with a reputable bank whiles others would not consider a prestigious bank. Some explain that a good reputation is likely to result in good service delivery: “I will consider a bank institution that has 560
Challenges in the Era of Globalization Edited by Emmanuel Obuah enjoyed goodwill overtime over one I barely know”; “Reputation won’t influence me. Yes its necessary in that you can tell if bank is suitable for you or not in keeping your money with them; it will give you an idea of service delivery whether good or bad”; “It won’t be a factor, first class and their services may not be good”; “Yes it really counts, sometimes you feel good to mention that you bank with a particular bank”. Table 1. The most important criteria in order of significance The most unimportant criteria in order of significance 1. Convenience 1. Secured feeling 2. Employee customer relations 2. Bank appearance 3. Banking services/ Financial benefits 3. External influences 4. Reputation of the Bank 4. Reputation of the Bank 5. Marketing communication/Bank appearance/ Secured feeling. 5. Marketing communication Postscript/Aftermath of service Post-acquisition phase and implications From the presentation and the discussion we realize that what really determines the selection of a particular bank over another is how you feel after you access the services. The respondents reveal feelings of happiness, sadness, cheerfulness, joyfulness, anger, and deceit. Happiness: Happiness is good feeling about something. This the respondents show clearly in our interaction with them. Banking for them should end up making you happy to want to return to the banking hall. Here are some responses from the respondents: “…because if you are not happy it will be difficult to interact with them, for instance,… it makes banking enjoyable”; “… sometimes you feel good to mention that you bank with a particular bank”; “… banks normally if you enter a bank and architecture is not nice it does really attract you because when you are entering and it’s looking nice you also feel good”. A smile from the service provider made majority of the respondents happy and contributed to their decision to become a loyal customer of the bank. For example: “When I went to the HFC bank for instance the receptionist was good, she smiled at me this made me like going there to check on my account”. Thus, banks should make some efforts to do things that bring delight to their clienteles and make them happy. Sadness: Sadness is the exact opposite of happiness. A feeling of grief, sorrow, depression, wretchedness etc is sadness. The respondents would want to eschew any service by a bank that would make them gloomy or otherwise that do not satisfy their needs. Here are some voices: “…marketing people are very bad people so marketing strategies are just to sway you for banking I won´t go there”; “… if a bank does not offer services tailored to suit students I might not choose the bank”; “… I will look out for the services that apply to my needs, if a bank does not have a service that will not affect me I won’t go there”. Thus banks should try their best to eliminate services that would make their consumers especially the feel depressed to want to avoid them. Anger: A feeling of annoyance, irritation, fury, rage etc is anger. The respondents would not want a situation that will make them furious over the services of a bank and would therefore avoid a contact with such a bank. Examples from the respondents: “… it should be fast and reliable, they wasting your time and no queues”; “Banking with a certain bank and ATM is always out of order, you might keep the account but will bank elsewhere”; “Some banks waste time in carrying out services and some customer 561
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Challenges in the Era of Globalizat
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Table of Contents Challenges in the
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Lennart Bangens, Goteborg, Sweden C
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Local Steering Committee Jacob Musi
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Track 1: Accounting, Finance, and I
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Abstract Challenges in the Era of G
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Abstract Determinants of Bank Lendi
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Empirical Results Challenges in the
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Table 3 Determinants of Competitive
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Research Findings Challenges in the
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Abstract: Study on Africa Governmen
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Abstract Challenges of Oil Revenue
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Abstract Land Based Sources of Poll
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Abstract On the Mitigation of Rever
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⎧κ ( ω) − ( 1− p) β ( ω)
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Assessment of pollutants in nigeria
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Figure 1: Lagos off shore survey po
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Academic Pry School 3 3 0 Backgroun
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Track 5: Management Education Chall
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Table: Model Fitness Regression Sta
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Conclusion Challenges in the Era of
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37. Provision of sound education fo
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The cost structure Challenges in th
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Empirical Analysis Challenges in th
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Variable Coefficient Std. Error t-S
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Abstract The Changing Requirements
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The Model, Data and Variable Defini
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Track 8: Gender and Economic Develo
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Empirical results Challenges in the
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Abstract Gender, poverty and sustai
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Figure 1.1: Spread of directorships
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Theoretical Framework Challenges in
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Single 18.1 Masters and above 35.3
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Source: Field survey, 2010 Table 3:
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Track 9: Global Studies and Politic
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Conceptual Definitions Challenges i
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Conclusions and Implications Challe
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Abstract Exploring Organisational R
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district hospitals: Evidence from N
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Defining the Organisational Culture
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Table 1: A Summary of Operating Ban
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Discussion and Conclusion Challenge
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Abstract What does Globalization me
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7. I see globalization as providing
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Track 12: Information Systems and E
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Research Methods approach Challenge
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References: Challenges in the Era o
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Figure 5: Causal loop diagram inclu
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The study seeks to: • examine typ
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Figure 2: Customer Perception of MT
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Relationship Commitment Total 1264.
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Factor Item Loading Imaginative 0.4
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Figure 1: Components of Data Analys
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Abstract Marketing Nigerian medicin
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References Challenges in the Era of
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Conclusion Dissatisfied 6 3.4 3.6 7
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Abstract Customer satisfaction with
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Methodology Challenges in the Era o
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Discussion Challenges in the Era of
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Postgraduate 19 Internet experience
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Average daily Internet hours z P-va
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GOVERNMENT MoFED SECTORS Structure
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Results Challenges in the Era of Gl
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Football Spectatorship Challenges i
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