Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.6/2964
Título: Introducing and testing FLIBESA, a consumer profiling tool for the financial industry: the case of Millennium BCPbank and the portuguese diaspora in the USA
Autor: Loureiro, Luís Filipe da Costa Moura
Orientador: Rodrigues, Ricardo José de Ascensão Gouveia
Palavras-chave: Marketing bancário
Comportamento do consumidor
Data de Defesa: 2008
Resumo: Consumer profiling is not a recent concept. Different individuals and organizations have been taking the role of profilers, from independent researchers to developed organizations. However, there are still few tools to assist those who need to gather consumer or customer knowledge, especially instruments tailored to a specific industry. The Financial Industry is no exception. This paper introduces and tests the Financial Literacy Behavior and Satisfaction (FLIBESA) tool, a consumer profiling instrument customized to the Financial Industry. FLIBESA has two dimensions: on one hand, it includes a pre-designed questionnaire structure and data analysis methodology. On the other hand, each profiler can personalize FLIBESA’s variables of study, to best serve its needs and goals. It includes four interrelated sections: 1. Financial Literacy: enquires those who take the survey on their knowledge of financial terminologies and includes them in one of the Quintiles of Financial Literacy; 2. Financial Behavior: scores the profiled group according to its involvement with Financial Institutions and includes it in one of the Quintiles of Financial Involvement; 3. Financial Satisfaction: aims to describe the Financial Satisfaction of the respondents (applying a modified Servqual Model), including them in one of the Quintiles of Financial Satisfaction; 4. Personal Information: respondents’ demographics and personal data. The first test of the FLIBESA tool was performed by a US-based financial institution. Millennium bcpbank used FLIBESA to profile its target market: the Portuguese diaspora in the USA, living in the states of Massachusetts, New Jersey and New York. After the application of the FLIBESA tool (personalized to fit Millennium bcpbank’s needs), the Portuguese diaspora is concluded to have High Financial Literacy, Some Involvement with Financial Institutions and to be Satisfied with its Financial Institutions. As for the FLIBESA tool itself, and after analyzing its strengths and details that need improvement, it’s concluded that it has potential to become a reference in knowledge collection and consumer profiling.
URI: http://hdl.handle.net/10400.6/2964
Designação: Dissertação apresentada à Universidade da Beira Interior para a obtenção do grau de Mestre em Marketing
Aparece nas colecções:FCSH - DGE | Dissertações de Mestrado e Teses de Doutoramento

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