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Cash Management in a mutual savings bank: Local response to global challenges
University West, Department of Economics and IT, Division of Business Administration.
University West, Department of Economics and IT, Division of Business Administration.
2014 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This research project furthers the research in one of the core businesses of banks, cash management. This business involves a lot of customer contacts, yet it is often not profit-able and lacks optimization. Cost-saving attempts and rationalization in cash management have often led to reduced customer satisfaction. This thesis investigates international ap-proaches towards cash management optimization and answers the question whether they are applicable for a local German bank. For this purpose, SparkasseWestmünsterland, an ideal-typical mutual savings bank, serves as a case. The method chosen for this project is a deductive research approach. Starting from the theory about cash management, the the-ory constitutes a predictor for the empirical data. The data collected is of quantitative nature and the empirical findings combine customer questionnaire and statistical data. There are several ways to optimize cash management, reduce costs and retain customer satisfaction. The most important factors in terms of customer satisfaction – both in Ger-many and from a global point of view – are convenience, ease of use and reliability. Thus an increased automation network, which is in alignment with the needs and wants of bank customers, is the most applicable mean for improvement. In order to optimize cash man-agement operations, banks should make their customers use ATMs, self-service devices, internet and mobile banking more often. To achieve this, target specific communication and marketing along with incentives can improve the willingness of customers to use automation in their day-to-day cash business. In this area there is room left for local German banks such as Sparkasse Westmünsterland. That is why the authors recommend the banks to extend the influence on customers and direct their behavior towards automation and online banking. The implications for further research are focused on the usability of self-service devices, factors of customer satisfaction and the consequences of an increas-ing cashless society

Place, publisher, year, edition, pages
2014. , 48 p.
Keyword [en]
Cash management (optimization), automation, cash demand forecast, distri-bution network, ATM, mutual savings bank, bank customer satisfaction, cost savings
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hv:diva-6465Local ID: EXD951OAI: oai:DiVA.org:hv-6465DiVA: diva2:733090
Subject / course
Business administration
Educational program
International Business
Supervisors
Examiners
Available from: 2014-07-08 Created: 2014-07-08 Last updated: 2015-09-15Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf