Finance and Financial Management Commons^™

The Service Delivery Process : An Examination Of How Consumers Evaluate Technology-Assisted Service Encounters In The Retail Banking Industry, Catherine W. Munene

Theses: Doctorates and Masters

This study examined consumers' perceptions post-adoption of technology and how these perceptions affect their levels of dis/satisfaction and their continued use of technology·assisted service encounters. To this end, this study investigated the criteria that consumers in Western Australia's retail banking industry are likely to use when evaluating banking transactions involving EFTPOS, ATM, telephone, and Online banking modes. II examined whether these criteria changed with the mode of electronic banking in use and whether the significance of the criteria changed with

consumers' demographic characteristics. In addition, this study explored whether consumers who use these modes of electronic banking experience the paradoxes …

Resource Allocation And Efficiency In Public Sector Audits, Kar M. Chong

Theses: Doctorates and Masters

In recent years, the push for reform in the Australian public sector audit has placed the Office of the Auditor-General (hereafter OAG) in a more contestable or market- like environment, where the OAG is accountable for an efficient and effective provision of public sector audit. The purpose of this study is to compare the cost efficiency of in-house and contract-out arrangements to deliver financial audits in the public sector. It empirically tests whether there are audit cost and audit fee differences between in-house providers (i.e., the OAG) and contractors (i.e., public accounting firms). The secondary aims of this study are …

Perceptions Of Financial Counselling In Western Australia, Natalie Dall

Theses: Doctorates and Masters

The development of financial counselling in Australia during the past decade has been complex and fragmented. Financial counselling and rural counselling services within Western Australia are funded from a range of government, non-government and church based groups. This has contributed to problems in the identification of basic definitions of the need for services, the role of the financial counsellor and service models or functions. The failure to define the role of the financial counsellor and the needs to be addressed by financial counselling services, "appears to be the most important historic weakness in the field." (Wyse et al., 1990, p.2). …

Measuring The Quality Of Service Within Challenge Bank, George M. Gilchrist

Theses : Honours

This research project looks at how the management and counter staff of four branches of the Challenge Bank define quality of service and asks them to judge if they deliver that quality. lt also examines the climate for service in which staff operate. The project simultaneously explores the customers' idea of what constitutes quality service, and whether or not customers consider they receive it consistently. A review of the most recent literature on customer service from Australia and overseas, has provided a theoretical framework for the interpretation of the data. It was necessary to first define quality of service then …