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Quality customer information management in the financial services industry : a case study
Thesis (MPhil)--Stellenbosch University, 2004.
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| Format: | Thesis |
| Language: | en_ZA |
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Stellenbosch : Stellenbosch University
2012
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| _version_ | 1867614015876759552 |
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| access_status_str | Open Access |
| author | Malan, George Francois |
| author2 | Fouche, B. |
| author_browse | Fouche, B. Malan, George Francois |
| author_facet | Fouche, B. Malan, George Francois |
| author_sort | Malan, George Francois |
| collection | Thesis |
| dc_rights_str_mv | Stellenbosch University |
| description | Thesis (MPhil)--Stellenbosch University, 2004. |
| format | Thesis |
| id | oai:scholar.sun.ac.za:10019.1/50072 |
| institution | Stellenbosch University (South Africa) |
| language | en_ZA |
| last_indexed | 2026-06-10T12:45:19.124Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from SUNScholar — Stellenbosch University Repository |
| publishDate | 2012 |
| publishDateRange | 2012 |
| publishDateSort | 2012 |
| publisher | Stellenbosch : Stellenbosch University |
| publisherStr | Stellenbosch : Stellenbosch University |
| record_format | dspace |
| source_str | SUNScholar — Stellenbosch University Repository |
| spelling | oai:scholar.sun.ac.za:10019.1/50072 Quality customer information management in the financial services industry : a case study Malan, George Francois Fouche, B. Van der Walt, M. S. Stellenbosch University. Faculty of Arts and Social Science. Dept. of Information science. Customer relations -- Management Knowledge management Customer services -- Management Competition Information resources management Quality control Financial services industry -- Customer services Thesis (MPhil)--Stellenbosch University, 2004. ENGLISH ABSTRACT: Competition in the long-term insurance industry is intense and is increasing. This market is highly sophisticated and competitive and has developed substantially over the last few years with increasing integration into the world economy. Many companies have come to a crossroad as far as expansion of their market share is concerned. They have to operate in this highly competitive market and are under increasing pressure from legislation. New customers are in a short supply and competition is fierce. These facts are forcing companies to look at alternative ways of increasing their market share, especially through projects that try to maximise the value of existing clients. This paper looks intrinsically at information quality and how it coincides with customer relationship management projects for it to be effective and to give companies a competitive advantage. Through qualitative exploratory methods I was able to get a clear picture of how one of South Africa's biggest insurance companies tries to increase its market share in such a saturated market using information about their customers to gain competitive advantage. I first develop a thorough theoretical background on the terrain of information quality and how it relates to customer information management, which in turn has a great impact and forms the foundation of customer relationship management. Then, I explain how the company sees customer relationship management and how customer information management and information quality playa role in this view. Finally, I look at practical examples of quality information management at work within a framework of customer relationship management. AFRIKAANSE OPSOMMING: Kompetisie in die langtermyn versekerings-bedryf is intens. Die mark is hoogs gesofistikeerd en kompeterend en het substansieel ontwikkel in die afgelope paar jaar met 'n verhoogde integrasie in die wêreld-mark. Vele maatskappye bevind hulself tans by 'n kruispad- met betrekking tot die uitbreiding van hulle aandeel in die mark. Besigheid moet gedoen word in 'n baie kompeterende mark en dan is daar ook die ewig toenemende druk wat toegepas word met betrekking tot wetlikheid en konformiteit. Dit, tesame met die feit dat kliënte al hoe minder raak, dwing maatskappye om na alternatiewe maniere te kyk om verdienstes op te stoot, en spesifiek deur projekte wat probeer om die waarde van bestaande kliënte te verhoog. Die werkstuk kyk spesifiek na informasie-kwaliteit en hoe dit verband hou met kliënte verhoudingsbestuur projekte om dit effektief te maak. Daar word ook gekyk na hoe dit die maatskappy 'n kompeterende voordeel gee. Deur kwalitatiewe ondersoekende metodes kon ek 'n helder beeld kry van hoe een van Suid Afrika se versekerings-maatskappye probeer om verdienstes te verhoog in so 'n versadigde mark deur gebruik te maak van informasie oor hulle kliente om 'n kompeterende voordeel te verkry. Eerstens ontwikkel ek 'n deeglike teoretiese agtergrond oor die gebied van informasie kwaliteit, en hoe dit verband hou met kliënte informasie-bestuur, wat op sy beurt weer 'n groot impak het en die grondslag vorm van kliënte verhoudingsbestuur. Tweedens verduidelik ek hoe die maatskappy kliënte verhoudingsbestuur sien en hoe kliënte informasie bestuur en informasie-kwaliteit 'n rol speel in die siening. Laastens kyk ek na praktiese voorbeelde van kwaliteit informasie-bestuur en die impak wat dit het op kliënte verhoudingsbestuur. Masters 2012-08-27T11:33:13Z 2012-08-27T11:33:13Z 2004-03 Thesis http://hdl.handle.net/10019.1/50072 en_ZA Stellenbosch University 49 pages application/pdf Stellenbosch : Stellenbosch University |
| spellingShingle | Customer relations -- Management Knowledge management Customer services -- Management Competition Information resources management Quality control Financial services industry -- Customer services Malan, George Francois Quality customer information management in the financial services industry : a case study |
| title | Quality customer information management in the financial services industry : a case study |
| title_full | Quality customer information management in the financial services industry : a case study |
| title_fullStr | Quality customer information management in the financial services industry : a case study |
| title_full_unstemmed | Quality customer information management in the financial services industry : a case study |
| title_short | Quality customer information management in the financial services industry : a case study |
| title_sort | quality customer information management in the financial services industry a case study |
| topic | Customer relations -- Management Knowledge management Customer services -- Management Competition Information resources management Quality control Financial services industry -- Customer services |
| url | http://hdl.handle.net/10019.1/50072 |
| work_keys_str_mv | AT malangeorgefrancois qualitycustomerinformationmanagementinthefinancialservicesindustryacasestudy |