Skip to main content

East & Partners
Connect

HTML Test

(Asia) – The goal posts continue to get higher as corporate Asia lifts its expectations in transaction banking and whilst the banks are getting better, the gap’s growing, especially in e-banking.

In the 2nd
about-to-be-released review of bank market share, product uplift and bank
performance in the region’s transaction and e-banking markets, industry
analysts East & Partners note that not one of the 27 relationship and
service performance factors covered in its regular 6-monthly analysis of 9
country markets have been rated at less than average in importance to
CFOs. Every one of these service and relationship factors has been scored
as important to the corporate. The 3 service factors of most importance in
their transaction banking relationships to the CFO are:

  • Response
    times on queries (1st)

  • Quality of
    transaction execution

  • Electronic
    service delivery and Quality of overall service delivery (joint)

By contrast
the 3 least important factors of the 27 covered in the analysis to
corporates in their transaction banking relationships continue to be the
same as the inaugural results from this research 6 months ago:

  • Usefulness
    of Bank’s website (27th)

  • Credit
    rating of the transaction bank

  • Reputation
    / name of the transaction bank

This
remains a damning comment on the value to corporate customers of much bank
behaviour in “relationship” development and banking. The website
based tools and techniques that are being used by banks to grow and extend
their existing transaction relationships, and that work so effectively in
other geographies, are not highly regarded by their corporate customers in
Asia, irrespective of how well or poorly they are executing.

Corporates
in the region are demanding direct, personalised service delivery and
relationship management and transaction bankers insist on moving toward
more indirect models of customer engagement at their peril.

Importance
Ratings of Service Attributes
Average
Rating Reported
1 – – 2 – 3 – 4 – – 5
(high)
(low)

July 2001
Transaction
Processing Speed		 1.31
Quality
of Transaction Execution		 1.12
Settlement
Performance		 1.15
Quality
of Support Documentation		 1.77
Professional
Competence		 1.40
Electronic
Service Delivery		 1.14
Response
Times on Queries		 1.10
Effectiveness
of Problem Resolution		 1.36
Understanding
of Customer’s Business		 1.15
Value
for Money		 1.40
Innovation 1.88
Competitiveness 1.19
Knowledge
of Customer’s Industry		 1.26
Reputation
/ Name of Bank		 2.02
Credit
Rating of Bank		 2.33
General
Professionalism		 1.53
Being
Proactive in Dealings with Customer		 1.60
Social
Interaction		 1.87
Usefulness
of Transaction Bank’s Website		 2.35
Interest
in Customer’s Business		 1.67
Transaction
Bank’s Account Officer		 1.80
Frequency
of Contact with Bank’s Senior Management		 1.58
Quality
of Contact with Bank’s Senior Management		 1.30
Transaction
Bank’s Account Management Practices		 1.21
Quality
of Overall Advice from Transaction Bank		 1.27
Quality
of Overall Service Delivery from Transaction Bank		 1.14
Quality
of Electronic Banking Help Desk		 1.16

East & Partners Pty Ltd
Asia Corporate Transaction Banking Markets Service, July 2002
For further information on this research program – sales@eastandpartners.com

Connect
with East

At East & Partners we work together as one firm to serve our clients wherever they need us.

Our collective knowledge and experience across global  markets helps us guide clients on the intricacies of each region while enabling cohesion across their global footprint. Apples with apples and pears with pears in complex and demanding financial services markets
globally.

Banking News | Subscribe
subscribe
This field is for validation purposes and should be left unchanged.

The intelligence of leading decision-makers

Connect

NAVIGATE

SYDNEY | HONG KONG | SINGAPORE | LONDON

© 2024 East & Partners All Rights Reserved

Privacy Policy

Terms and Conditions

Website by

Digital Junkies

Follow us on LinkedIn