Customer service in selected branches of a UK clearing bank

Article Abstract:

A survey of branches of a major British clearing bank was conducted to study the workings of customer service. The value of customer service has long been a priority among retail banks in the UK and survey results uncovered certain discrepancies between attitudes and beliefs among bank employees and customers and actual situations. While training and work experience were considered by branch staff as requisites for good customer service, few respondents actually received adequate monitoring of their performance. Customers, on the other hand, considered automatic teller machine (ATM) breakdowns as a principal cause of dissatisfaction although there was scant incidence of ATM failure.

Surveys, Customer service, Public relations

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Project finance: a credit strategy based on contractual linkages

Article Abstract:

The main strategic aim of industrial borrowers in project finance is to maintain their lending capacity. In addition, they also aim to bypass those limitations that restrict their debt-raising capabilities as well as decrease their exposure to risks. On the other hand, lenders aim to reduce or avoid risks, and obtain higher rates of return. Lending banks are required to examine the commercial feasibility of a project as determined by the risks that may be encountered through the deal.

Commercial Banking, Personal credit institutions, Business Financing, Nondepository Credit Intermediation, Lending Services, Management, Project management, Finance, Debtor and creditor, Project finance

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Total factor productivity change: an examination of the commercial banking industry in India and Pakistan

Article Abstract:

A study analyzing the impact of liberalization of banking sector in India and Pakistan, on factor productivity is presented. The announcements of such policies resulted in increase in factor productivity in these countries, unlike foreign banks where factor productivity improved based on efficiency and technology innovations.

Legal issues & crime, Government regulation (cont), Government regulation, Services information, India, Legal/Government Regulation, Pakistan, Laws, regulations and rules, Services, Deregulation, Industrial productivity, Productivity

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