1,721,106 research outputs found
Communication, customer relationship and value creation in the banking system: an empirical evidence
No full textPurpose
: Customers have showed a greater disaffection with regard to the quality of banking services. This element constitutes a fundamental aspect since the competition between banks will turn from the activities to the relationship with and the defence of the customer base. The banking business model will have to be re-thought and the level of service will be the key criteria of the banking offer.
In this context, the paper investigates different clusters of Italian banks in order to verify if and to which extent the communication plays a role in creating the brand image of the bank and in promoting a strong relationship with customers. More specifically, the paper aims to verify if the communication is a critical basic attribute for banks that still operate on a stand-alone basis such as the cooperative banks.
Methodological approach
: The paper begins with the analysis of the literature available with particular reference to communication, brand and value creation.
The field research will be conducted in two steps. Step 1 is a qualitative analysis that aims to base the first empirical verification on experience and obtain information to set the quantitative questionnaire. Following and Marbach’s (2000) recommendations, the modality will be a customer focus research on clients belonging to different clusters of banks (i.e. stand-alone banks, banks acquired by larger banks).
Step 2 is a quantitative analysis that aims to extend the validity of the results of the qualitative phase and acquire information for writing the paper. The method will be by a questionnaire with targets relating to different groups of customers. The elements to be analyzed/verified will be tangible aspects and intangible aspects.
Expected results: The first finding is to determine which key factors are fundamental for improving the quality of communication in the banking system. The second finding is the ability of a bank to reinforce its competitive position by reinforcing the role of communication while maintaining a strong relationship with customers.
This study provides empirical evidence of how a bank can benefit from following a communication-oriented strategy to improve the satisfaction of the customer base and uphold its competitive advantage in the modern banking system
Diagnosing default syndromes: early symptoms of entrepreneurial venture insolvency
Full text linkPurpose – In this study, a panel of 74,128 Italian SMEs was analyzed to verify whether any syndromes could
be identified and defined through financial ratios. Defining relevant syndromes (i.e. the set of correlated signs
and symptoms often associated with a particular disorder) can be of importance for assessing which specific
intervention can solve a firm’s difficulties.
Design/methodology/approach – To identify the main syndromes involved in company defaults, firstly,
financial data on defaulted firms for each of the main economic sectors were examined through a cluster
analysis; the results obtained for each sector were then compared to verify whether syndromes recur across
sectors. Finally, the effects of each syndrome were compared with possible default causes, as described by
previous literature.
Findings – Results show that a significant share of corporate insolvencies is characterized by a set of recurrent
signs and symptoms so that the main syndromes can be identified. The results also show that these syndromes
recur across sectors, even if specific values characterize each sector.
Research limitations/implications – The approach adopted in this study sets a new direction for the
analysis of default risk, as the study shows that certain key syndromes can be defined and described, and the
study suggests that different problems can induce different risk patterns. Further analyses of other samples
could confirm whether the same syndromes recur over countries and over time.
Originality/value – This is the first study aimed at identifying and describing the syndromes affecting
SMEs, conducted by means of balance-sheet ratios
The Quality of Customer Relationship in Different Clusters of Italian Banks: Evidence and Implications
No full textThe M&A process, the financial crisis and regulatory and technical innovations have made the competition in the banking market more severe. The level of service and competence are now the key criteria of the banking offer where the long-term content of customer relationship is a critical factor of every bank’s success. Drawing on available literature, the aim of this paper is to verify customers’ perceptions and experiences relating to banks that still operate on a stand-alone basis or have merged into another bank in order to emphasize if and to what extent a strong relationship with their customers is promoted or guaranteed. The data were collected through different focus groups and during one-to-one interviews. The results highlight important differences in the two clusters of customers. Results are discussed and managerial implications are drawn
Customers' perception of banking services' quality: an empirical evidence
No full textThe level of service and competence are the key criteria of the banking offer where the longterm
content of customer relationship is a critical factor of every bank’s success. Due to the
financial crisis, customers have shown increasing disaffection regarding the quality of
banking services. This element constitutes a fundamental aspect since the competition
between banks will turn from the activities to the defence of the customer base.
In this context, the paper investigates two different clusters of Italian banks in order to verify
if and to what extent they promote or guarantee a strong relationship with customers.
Drawing on available literature, the paper aims to verify customers’ perceptions and
experiences relating to banks that have merged into another (larger) bank or still operate on a
stand-alone basis. In this sense, the research project tries to investigate which of the bank
clusters is considered more as “my bank” by customers and why. The data were collected
through different focus groups and during one-to-one interviews. The results highlight
important differences in the two clusters of customers. Results are discussed and managerial
implications are drawn
Impresa, rating e territorio
No full textIl paper fornisce indicazioni sull’importanza della valutazione del rischio di credito dell’impresa basata non solo sulle
sue qualità intrinseche, ma pure quale riflesso di un’analisi ambientale capace di esprimere i fattori caratteristici del territorio di
operatività dell’impresa.The paper provides guidance on the importance of assessing the credit risk of the company based not only on its
intrinsic qualities, but also as a reflection of an environmental factor capable of expressing the characteristic of the area of operation of the fir
I riflessi di Basilea II sulle PMI: i sistemi informativi e la comunicazione di impresa
No full textIl nuovo accordo sul capitale regolamentare delle banche rafforza l’impiego di sistemi di rating nella valutazione del merito creditizio delle imprese. Ne consegue che le aziende bancarie sono fortemente impegnate nell’elaborazione e adozione di modelli che consentano di valutare al meglio la capacità di credito delle aziende, incluse le PMI. Storicamente le aziende di piccola dimensione non hanno mai dedicato una particolare cura alla costruzione di una stabile e duratura relazione con le banche sia attraverso la diffusa pratica del multi affidamento sia attraverso una scarsità di informazioni prodotte e trasferite alle banche. Muovendo da un’analisi dettagliata delle tipologie di informazioni che un corretto processo di rating richiede (analisi quantitativa, analisi quantitativa e analisi andamentale), si è costruito uno schema integrato delle richieste potenziali da parte della banca. Si è di seguito cercato di individuare un percorso inverso, ossia un approccio che porti le aziende a rispondere, anche in modo proattivo a queste pressioni del mercato. Si è pertanto indagata l’informativa volontaria anche nella sua componente cosiddetta spontanea, ossia che deriva da una scelta aziendale. Nell’elaborato si è individuato un percorso di diagnosi dei propri sistemi informativi che una PMI può utilizzare per valutare il suo posizionamento nel processo di comunicazione economico- finanziaria. Da tale individuazione diventa possibile per un’impresa valutare il proprio percorso di crescita e le ricadute , anche sulla gestione, che un upgrade dei sistemi informativi può portare.
Infine si è inteso valutare con quali modalità e strumenti una PMI può impostare una comunicazione nei confronti della banca in un’ottica di sviluppo di relazioni che diano arricchimento reciproco, creando consenso nei confronti dell’impresa e accrescendone la qualità di credito
Cooperative credit banks and sustainability. Towards a social credit scoring
Full text linkCooperative Credit Banks (CCBs) play a significant role in fostering social sustainability through lending decisions. In particular, CCBs are interested in supporting socially conscious cooperatives, provided that the credit scoring process classifies them as "credit-worthy". However, existing literature overlooks how cooperatives’ balance sheet equilibriums, driven by their social mission rather than profit maximization, impact credit scoring. To bridge this gap, this paper examines the influence of cooperatives’ unique balance sheet equilibriums on credit scoring. Specifically, it investigates the potential risk of sub-optimal creditworthiness assessment when CCBs use a "one- size-fits-all" model for cooperatives and non-cooperatives alike. The findings demonstrate that "tailor-made" credit scoring models for cooperatives and non-cooperatives outperform a generic one, enhancing credit classification specificity and sensitivity. These models allow for more effective credit allocation, resulting in improved economic outcomes
L’impatto del cash conversion cycle sulla profittabilità delle imprese: un’analisi di sensitività
No full textTechnological districts and the financing of innovation: opportunities and challenges for local banks
No full textThe paper deals with the role that local banks (especially credit cooperative banks) might play in financially supporting the development of technological districts and innovative firms. After introducing the concept and features of technological districts, it focuses on the relations between districts and local banks and between the adoption of innovation and local banking. The central part is an econometric exercise aimed at measuring the weight of high value financial services over the income of a sample of Italian credit cooperative banks. Taking into account the cultural, managerial and organizational requirements of local banks, the work provides insights into how this category of banks can promote innovative financial services to help the development of high-tech districts and maintain a competitive position in relation to the larger banks
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