The effect of perceived service quality on client satisfaction on the retail banking sector in Baffalo City, Eastern Cape, South Africa
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Date
2015-11
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University of Fort Hare
Abstract
It has been established that clients are key stakeholders in the life of every enterprise whose support should not only be cultivated but carefully oiled to maintain an enduring patronage. Expectedly how to engender clients' satisfaction has become an overarching concern for enterprises and researchers alike. For banks and other financial services providers where product offerings are virtually similar and easy to imitate, the competition to maintain clients' satisfaction is a herculean task especially with the dynamics of rapidly changing tastes and plethora of choices. The main objective of this study was to investigate the effect of perceived service quality on client satisfaction in the retail banking sector in Buffalo City, Eastern Cape, South Africa. The study employed the five SERVQUAL ยท model dimensions (Reliability, Tangibility, Responsiveness, Assurance and Empathy) to measure the level of service quality clients receive from retail banks. The investigation covered five main retail banks in South Africa, namely; ABSA, First National Bank (FNB), Nedbank, Standard Bank (STD) and Capitec Bank.
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SOCIAL SCIENCES::Business and economics
Citation
Agholor,W.D.(2015).The effect of perceived service quality on client satisfaction on the retail banking sector in Baffalo City, Eastern Cape, South Africa.Alice: University of Fort Hare