Date of Award

Winter 12-2012

Document Type

Thesis

Degree Name

Master of Management (MM)

Department

Management, Business and Economics

First Advisor

Edmond Hajrizi

Language

English

Abstract

This paper seeks to evaluate the Banking sector in Kosovo, more specifically distribution channels development, channels management, integration among them, and global trends and strategies. Distribution channels development and management in banking is becoming an essential component on achieving customer satisfaction, improve costs efficiency and profitability.

In order to make the study more comprehensive I will also provide global perspective of the banking sector in Kosovo in general, global financial crises and its effects. The thesis describes how banks manage and take advantages of banking multi-channels through focusing on customer satisfaction, efficiency and channels integration versus costs. I will analyze the development and the roles of the following banking channels: Branch Network, ATM (Automatic Teller Machines), POS (Point of sales), E-banking, Call Centre, and make a recommendation on how the banking industry can best integrate all channels, use the most cost-effective and profitable channel in order to remain competitive in the hyper-competitive environment while increasing customer satisfaction and efficiency. Kosovo has made outstanding progress in the last twelve years, especially in reconstructing the financial sector basically from the scratch and rebuilding confidence in it, much later than other countries in Southeastern and Central Europe. However, analyzing the development of distribution channels, in particular electronic channels, despite the fastest growth in the recent years compared to other regional countries, yet, Kosovo remain behind the regional countries and European countries in general. Kosovo has the fewest number of branch and Automatic Teller Machines per people/inhabitants, fewest number of POS (Point of sales ), high number of unused POS terminals throughout the Kosovo, and fewest number E- banking users as well. Additionally, usage of alternative and electronic channels still remains in quite dissatisfaction level, as majority of the transactions are still preformed inside the branches. The thesis also describes how the electronic channels help to reduce the costs for both banks and customers.

DOI

10.33107/ubt-etd.2012.2823

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