Over the last few years the Italian banking system has experienced a deep change due to a series of phenomena such as the strong increase of competition (Bank of Italy, 2007). Competition pressure has determined a new and customer oriented formulation of banking management paradigm (De Luca, 1996). In this scenario quality of banking services - i. e. the ability to satisfy customer’s financial needs and expectations – is considered a basic variable for competition (Gandolfi, 2002). The aim of this paper is to analyse the peculiarities of the Italian banking system in relation to outside target customers such as immigrants, temporary workers, housewives,…,banking literature identifies service offered to these type of customers as a possible way of differentiation in a highly competitive banking market (Anderloni, 2003; Omarini, 2006). What are the characteristics of banking (payment, lending and saving) services for this target? Which are the terms of these services? We analyse the supply of banks who adhere to Pattichiari.

Banking Services for Outside Customers

ROSCIANO, MONICA;STARITA, Maria Grazia
2008

Abstract

Over the last few years the Italian banking system has experienced a deep change due to a series of phenomena such as the strong increase of competition (Bank of Italy, 2007). Competition pressure has determined a new and customer oriented formulation of banking management paradigm (De Luca, 1996). In this scenario quality of banking services - i. e. the ability to satisfy customer’s financial needs and expectations – is considered a basic variable for competition (Gandolfi, 2002). The aim of this paper is to analyse the peculiarities of the Italian banking system in relation to outside target customers such as immigrants, temporary workers, housewives,…,banking literature identifies service offered to these type of customers as a possible way of differentiation in a highly competitive banking market (Anderloni, 2003; Omarini, 2006). What are the characteristics of banking (payment, lending and saving) services for this target? Which are the terms of these services? We analyse the supply of banks who adhere to Pattichiari.
978-88-8453-855-0
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11367/3433
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