Please use this identifier to cite or link to this item: https://hdl.handle.net/10321/863
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dc.contributor.advisorRaap, Peter John-
dc.contributor.advisorMason, Roger Bruce-
dc.contributor.authorZungu, Nkululeko PraiseGoden_US
dc.date.accessioned2013-06-05T07:37:15Z-
dc.date.available2014-02-11T12:32:57Z-
dc.date.issued2013-06-05-
dc.identifier.other445279-
dc.identifier.urihttp://hdl.handle.net/10321/863-
dc.descriptionSubmitted in fulfillment of the requirements of the Degree of Master of Technology: Marketing, Durban University of Technology, Durban, South Africa, 2012.en_US
dc.description.abstractThe aim of this study is to investigate service quality at retail banks, such as Standard Bank, ABSA Bank, First National Bank and Nedbank in Durban. The four objectives of this study are set as: Firstly, to identify the level of satisfaction with customer service received from different retail banks in Durban; Secondly, to identify customers’ expectations in terms of quality services provided by retail banks; Thirdly, to ascertain the perceptions of customers towards the service provided by retail banks in Durban; Fourthly, to measure the gaps between customer expectations and perceptions of service quality, using a modified version of the SERVQUAL model. The instrument used to assess the retail bank customer’s expectation and expectations of service quality, was the SERVQUAL questionnaire, measuring expectations and perceptions according to five quality dimensions. A total of 448 students were surveyed. Quota sampling was used in this study, in order to improve representativeness. Using quota sampling involves selecting the characteristics that are required in the sample and then sampling until enough representatives of each category are achieved. Although this is a form of non-probability sampling, a quota sample can provide a good approximation to a probability sample. It means that distributing questionnaires to a certain group would be stopped after the prescribed quota is reached. Data were analysed using descriptive and inferential statistical techniques. Conclusions and recommendations were thereafter drawn from the literature and the findings of the study. The study shows that retail bank customer expectations of service quality exceeded their perceptions in the five service quality dimensions used in the SERVQUAL questionnaire. This study is also important because it will assist bank managers to convert negative perceptions to positive impressions. Consequently, customers will benefit from the improved, outstanding customer service.en_US
dc.format.extent163 pen_US
dc.language.isoenen_US
dc.subjectService qualityen_US
dc.subjectRetail bankingen_US
dc.subjectCustomer loyaltyen_US
dc.subjectCustomer satisfactionen_US
dc.subjectCustomer perceptionen_US
dc.subjectCustomer expectationen_US
dc.subject.lcshBanks and banking--Customer services--South Africa--Durbanen_US
dc.subject.lcshConsumer satisfaction--South Africa--Durbanen_US
dc.subject.lcshConsumers--South Africa--Durban--Attitudesen_US
dc.subject.lcshCustomer loyalty--South Africa--Durbanen_US
dc.subject.lcshCustomer services--Quality controlen_US
dc.titleService quality at retail banks in Durbanen_US
dc.typeThesisen_US
dc.dut-rims.pubnumDUT-002758en_US
dc.description.levelMen_US
dc.identifier.doihttps://doi.org/10.51415/10321/863-
item.grantfulltextopen-
item.cerifentitytypePublications-
item.fulltextWith Fulltext-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.openairetypeThesis-
item.languageiso639-1en-
Appears in Collections:Theses and dissertations (Management Sciences)
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