• The Journal of Asian Finance, Economics and Business
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• v.7 no.7
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• pp.439-451
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• 2020

This study focused on researching the factors affecting retail banking efficiency of Vietcombank branches in the Mekong-Delta region. By collecting data from financial statements from 15 branches of VCB in the Mekong-Delta Region between 2015 and 2018, the paper applies DEA estimation to measure the effectiveness of retail banking activities and uses the Tobit regression model to identify factors affecting retail banking efficiency. The results demonstrate that the retail banking efficiency of branches averaged 52.5% during the period. The rating result shows the branches in An Giang, Can Tho, Dong Thap, Kien Giang, Long An, Phu Quoc and Tra Noc rank at the top technical efficiency. In group of medium efficiency, there are branches in Soc Trang, Tien Giang and Vinh Long. In the category of the poor efficiency are the branches in Bac Lieu, Ben Tre, Ca Mau, Chau Doc and Tra Vinh. The results also show that bank scale-related factors, capital adequacy, credit quality, time specific and region impact significantly the retail banking efficiency. The research not, only contributes to enriching the empirical research method but also is significant for the management activities in business developing strategies, improving the operational efficiency of Vietcombank in the region.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.11
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• pp.717-725
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• 2020

The purpose of this paper is to highlight the impact of the performance of private wealth management (PWM) on the growth of retail banking in Indonesia. The variables used are bank's competitiveness, risk management, performance of private wealth management, and growth of retail banking business. The data were collected from 60 respondents from 32 banks over five months, from October 2018 to March 2019. Using partial least square path modeling, the analysis shows that the performance of private wealth management has an impact on the growth of retail banking sector in Indonesia. Bank competitiveness and risk management affect the performance of personal wealth management and have an impact on the growth of the retail banking business. Bank competitiveness is the variable that most influences the performance of private wealth management in Indonesia. This research found that market share is the most significant indicator of bank competitiveness. For risk management, significant indicators are the level of bank confidence, increased bank competitiveness, and the creation of new products. In the performance of the private wealth management variable, the most significant indicator is the revenue fee-based income. For the growth of retail banking business, a clear indicator is profit growth.

• Asia pacific journal of information systems
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• v.9 no.1
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• pp.39-58
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• 1999

This study examines whether expenditures in information technology (IT) are associated with increases in Tobin's q ratios, a measure of management performance, in the banking industry. The association between IT expenditures and Tobin's q ratios is different, depending upon the banks' size (national vs regional) and strategic orientation (wholesale vs retail), in the Korean commercial banks for the period studied 1990-1996, For national commercial banks which have more clients and electronic banking systems than regional banks, IT expenditures appear to increase Tobin's q ratios. This may indicate that IT is linked to the ability to achieve economies of scale or network effects when large banks use IT as a strategic tool. The association between IT expenditures and management performance measures is also positive and statistically significant for retail-oriented banks. This research makes two important practical contributions with respect to financial reform. First, the evidence suggested that Korean commercial banks need to apply IT strategy in conjunction with restructuring strategy to be a super-bank and, hence, reap substantial competitive advantage from IT applications. Second, since the government recently encouraged commercial banks to increase credit loans as a means of financial reform, most banks tend to focus on retail banking. IT used in the retail banking sector contributes to improve management performance as the evidence suggested.

• Journal of the Korean Operations Research and Management Science Society
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• v.41 no.1
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• pp.71-85
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• 2016

Service channel environments have changed dramatically with the advent of new, online digital channels. This article studies the effects of perceived multi-channel service quality on customer satisfaction and loyalty in the banking industry and the moderating role of age, which is a characteristic of customers. The objective is to identify the quality factors that affect the overall satisfaction and loyalty of a multi-channel customer. A quantitative study was conducted on 900 customers, with the main targets being users of the nine primary Korean retail banks. Results show that perceived service quality of the physical environment, human service, Internet banking, mobile banking, and ATM has a positive influence on overall satisfaction and loyalty. Age moderates the relationship among physical environment quality, human service, and customer loyalty.

• Asia Marketing Journal
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• v.15 no.1
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• pp.23-42
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• 2013

To overcome the profitability challenge these days, many global banks are increasingly focusing on cost efficiency through more efficient banking processes, such as online and mobile banking, whereas a number of other banks choose to differentiate their services for retaining and attracting the most valuable customer segment (Deloitte, 2011). While global banks in the retail banking industry are adopting either of these two business models as a strategic choice for their long-term growth, KB Kookmin Bank, one of the leading retail banks in South Korea, has begun to operate 'KB Rockstar' as a strategic channel, particularly designed to target college students in the youth market. The new marketing strategy has resulted in a positive impact on its brand image in customers' perception as well as a drastic increase in the number of youth customers. In this study, we analyze the case of 'KB Rockstar' and summarize the key factors for its success from a marketing perspective. First, 'KB Rockstar' is not simply a good channel strategy, but an innovative marketing strategy that aligns place, product and promotion together in order to create a synergy effect, resulting in the successful implementation of the bank's targeting strategy. Second, the strategy effectively establishes 'KB Rockstar' as a brand targeted to youth customers while also competently strengthening the image of the corporate brand, KB Kookmin Bank. The skillful implementation of organically combined marketing mix strategies has enabled the successful launch of the bank's sub-brand. Third, the strategy considers a retail bank branch as not only the place that makes sales transactions in order to generate short-term profits, but also the place that builds a long-term relationship with customers in order to maximize their lifetime values in the long run.

• Journal of Distribution Science
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• v.21 no.11
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• pp.67-75
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• 2023

Purpose: The study is focused on understanding consumer behaviour related to credit card use in retail payment or identifying factors that influence risk perception. Research design, data and methodology: Based on data collecting from structured self-administered questionnaires of 247 Vietnamese bank account payers, this study uses the Cronbach alpha analysis, the factor analyses, the structural equation modeling to assess the research's measurement model and structural model with the presence of knowledge, propensity to trust, self-efficacy, risk perception, intended use and their complex, intertwined relationships. Results: The results reveal that customer's perceived risk, which is affected by their self-efficacy and propensity to trust, negatively impact on their intended use of credit cards in retail payment. However, there is no evidence of the significant influence of consumer knowledge on how they assess potential losses of credit card. Conclusions: These findings provide a better understanding of consumer risk perception, its antecedents and consequence in a direction of credit card adoption. Bank managers or marketers should focus on increasing the information about credit cards and issues related to credit card use in retail payment, promoting mechanisms to encourage customers to participate in the credit card experience.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.8
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• pp.387-397
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• 2021

The object of this article is to assess the factors affecting the behavioral intention of young retail customers to use digital banking services in Vietnam. In this article, multivariate data analysis techniques including Cronbach's Alpha, Exploratory factor analysis (EFA), Confirmatory factor analysis (CFA), Structure equation model (SEM), and Bootstrapping are used to analyze the data collected from 525 young respondents under the age of 35 who are using or having opportunities to experience digital banking services. The people taking part in the survey were mainly University students with incomes of most of them under VND 5 million. The result from the analysis illustrates that (1) perceived ease of use positively affects intention to use, (2) social influence positively impacts intention to use, and (3) customer support has a positive impact on the intention of young people to use digital banking services. While technology self-efficacy, convenience, and perceived security were found to have an impact on intention to use services in former studies, the influences of these factors on intention to use digital banking services are found insignificant in this research. From these results, the author provides implications for commercial banks to increase the intention to use digital banking of young people in Vietnam.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.12
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• pp.853-861
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• 2020

The study aims to measure the productivity of the Saudi banking sector at the retail level using secondary data for 11 local banks from the period 2015-2019. The study uses an extended version of the Cobb-Douglas production function to account for the fact that as banks openup more retail branches, they will need to employ more labor. The extended Cobb-Douglas production function was estimated using the two-way fixed effect model to account for unobserved heterogeneity across Saudi banks resulting from differences in labor competencies and leadership style. Besides, the model accounts for unobserved heterogeneity among Saudi banks due to the advancement in electronic services over time. The results showed that labor, branches, customers' deposits, and fixed deposits have a positive effect on the total value of generated loans. Conversely, ATM has an insignificant effect on generated loans. The average scale elasticity shows that the Saudi banks at the retail level are operating under decreasing returns to scale. The average marginal rate of technical substitution shows that Saudi banks need at least one ATM to replace one unit of labor at the retail level while keeping the same level of output.

• International Area Studies Review
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• v.12 no.3
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• pp.217-239
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• 2008

The purpose of this paper examines the way the potential for increased procyclicality may arise in Korea according to the introduction of Basel II based on the empirical results of U.K. and Spain. Because of the limited retail banking data, the correlations between risk-weighted assets corresponding to the denominator of the capital ratio and procyclicality, and capital ratio and the procyclicality are analyzed in Korea. As a result, there is a high possibility that the procyclicality may occur in Korea. However, there are limitations in judging the existence of the procyclicality for the capital in Korea only based on those correlations. In the future, in case more of retail banking data are accumulated, the procyclicality in Korea should be examined based on the systematic model like the cases in England and Spain. Lastly, the policy implications are derived based on the calculation process of the regulatory capital(Pillar I), the process of the Financial Authorities(Pillar II), and the market discipline(Pillar III).

• Journal of the Korea Safety Management & Science
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• v.5 no.2
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• pp.41-51
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• 2003

Next Generation internet banking service for important role of banking business competitive power separates service function of individual banking and should equip various service that coincides in each special qualities these are customer management, portfolio management, global corporation support etc. The past few years have been characterized by rapid changes in technology and the introduction of corporate and retail banking services through the Internet. the integration of e-banking platforms with legacy systems and the increasing dependence of banks on third party information service providers, all dramatically amplify the magnitude of risks to which banks are exposed. Risk management disciplines have not evolved at the same speed and many institutions, especially the smaller ones, have not been able to incorporate Internet banking risk controls within their existing risk management structures. This article provides an overview of the various risks which are heightened with Internet banking, and a holistic approach to managing these risks. In addition, the presentation will explain the different risk areas and the controls to be adopted to mitigate these risks.