Management of Financial Institutions

EDINBURGH NAPIER UNIVERSITY

 

 

School of Accounting, Financial Services and Law

 

 

Management of Financial Institutions

(FIN10993)

 

Coursework

 

 

Write an essay of around 2000 words in length on the following topic:

 

 

‘If customers change and you don’t, you’ll lose them’.

 

Discuss the ways in which customers’ attitudes towards and expectations of the financial services sector have changed in recent years and the ways in which organisations within the sector have responded.

 

Notes:

 

  • The broad structure of the answer I expect to see is:

 

  • An outline of the issue to be addressed
  • A review of the theoretical background
  • An analysis of the question in the context of relevant literature
  • Examples which reflect the practical situation within financial services

 

While I would like to leave it with you to decide exactly how you address the question, you might wish to consider using the following broad guide:

 

  • Begin with some reference to the competitiveness of the financial services sector and the need for organisations to be aware of the influences of the external environment and the way in which developments in these influences can have a substantial impact on organisational success.

 

  • Describe the wider, contextual environment and concentrate, in particular, on the influence of the social environment on customer attitudes and expectations.

 

  • Discuss the ways in which customers have changed in recent years and how this has impacted on their interaction with the financial services sector.

 

  • Provide examples of the ways in which organisations within the sector have recognised these changes and the manner in which they have responded in terms of products and services and the ways in which these are delivered in order to achieve customer satisfaction and maintain their competitive position.

 

  • In order to review the theoretical background and analyse the question in the context of relevant literature, you will have to source material in addition to what is contained in the study guides. I would like to see such materials referenced in the assignment and also included in a bibliography at the end.

 

The coursework contributes 30% towards the overall assessment for the module.

 

Stewart Falconer

Module Leader

 

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