The Importance of Relationship Officers in Banks’ Service Marketing
Issue:
Volume 4, Issue 1, February 2018
Pages:
1-12
Received:
19 January 2018
Accepted:
1 February 2018
Published:
2 March 2018
Abstract: AI and intelligent machines are fast substituting the human element in production and delivery of goods and services in all sectors of the economy. In banking, the human factor played by relationship officers is challenged as most relationship management functions are being migrated to alternative channels and platforms. Is this the end of relationship officers in the delivery platform mix? This research asked customers in a Nigerian bank, their perceptions concerning the extent of satisfaction they received from the bank’s engrained service culture relative to the satisfaction they derived from the individual style and quality of the relationship officers that work for the bank. Using averages and structural equation modelling, this research provided, with reliability and validity, evidence that the customers placed more premium on the relationship officers than the entire bank’s platform of systems and processes. The significance of this result is that banks must evaluate critically the pace, mix and timing, of their migration strategy of relationship management roles from relationship officers to alternative channels and platforms.
Abstract: AI and intelligent machines are fast substituting the human element in production and delivery of goods and services in all sectors of the economy. In banking, the human factor played by relationship officers is challenged as most relationship management functions are being migrated to alternative channels and platforms. Is this the end of relation...
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Awareness and Perception Analysis of Small Medium Enterprise and Start-up Towards FinTech Instruments: Crowdfunding and Peer-to-Peer Lending in Malaysia
Nasrul Hakim Ghazali,
Takashi Yasuoka
Issue:
Volume 4, Issue 1, February 2018
Pages:
13-24
Received:
31 January 2018
Accepted:
16 February 2018
Published:
19 March 2018
Abstract: This study aims to analyze the awareness and perception of Malaysian Small Medium Enterprises and start-ups on the existence of alternatives financing channels such as Peer-to-Peer lending and crowdfunding in supporting the growth and expansion of their business in the future. Results indicate that, at present, the level of awareness of most respondents is still insufficient on Peer-to-Peer lending and crowdfunding as alternative financing instruments. However, based on the perception results, a majority of them have a slightly positive response or perception to the development of FinTech. These results suggest that there is a need and opportunity to raise awareness among Small Medium Enterprises and start-ups by authorized government related body.
Abstract: This study aims to analyze the awareness and perception of Malaysian Small Medium Enterprises and start-ups on the existence of alternatives financing channels such as Peer-to-Peer lending and crowdfunding in supporting the growth and expansion of their business in the future. Results indicate that, at present, the level of awareness of most respon...
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