Customer perceptions of private banking products and services in a South African bank
- Vilakazi, Zwelithini S., Muofhe, Nnditsheni John, Dhliwayo, Shepherd
- Authors: Vilakazi, Zwelithini S. , Muofhe, Nnditsheni John , Dhliwayo, Shepherd
- Date: 2019
- Subjects: Customer perceptions , Service quality , Sustomer value
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/405700 , uj:34078 , Citation: Vilakazi, Z.S., Muofhe, N.J. & Dhliwayo, S. 2019. Customer perceptions of private banking products and services in a South African bank.
- Description: Abstract: The purpose of the study is to determine customers’ perceptions of the quality of private banking products and services offered by X Private Bank (BPB). Private banking clients have attained a certain level of wealth along with definitive, uncompromising perceptions of service quality. The private banking clients under study are retail banking customers at Bank X. The decline in retail banking customers at Bank X has prompted the need to determine these private banking customers’ perceptions of service quality. Customer attrition suggests that customers may hold specific negative perceptions of the service quality of the institution. The quantitative research method was used in this study. Quantitative data was collected that provides valid and reliable statistical analysis to prove or disapprove the set propositions. The adapted SERVQUAL instrument was used to conduct face-to-face interviews to gather insights into customers’ perceptions. The study found that BPB clients hold positive perceptions of the quality of private banking services. The customers provided positive feedback on the number of dimensions of the SERVQUAL instrument, with the exception of responsiveness and empathy.
- Full Text:
- Authors: Vilakazi, Zwelithini S. , Muofhe, Nnditsheni John , Dhliwayo, Shepherd
- Date: 2019
- Subjects: Customer perceptions , Service quality , Sustomer value
- Language: English
- Type: Conference proceedings
- Identifier: http://hdl.handle.net/10210/405700 , uj:34078 , Citation: Vilakazi, Z.S., Muofhe, N.J. & Dhliwayo, S. 2019. Customer perceptions of private banking products and services in a South African bank.
- Description: Abstract: The purpose of the study is to determine customers’ perceptions of the quality of private banking products and services offered by X Private Bank (BPB). Private banking clients have attained a certain level of wealth along with definitive, uncompromising perceptions of service quality. The private banking clients under study are retail banking customers at Bank X. The decline in retail banking customers at Bank X has prompted the need to determine these private banking customers’ perceptions of service quality. Customer attrition suggests that customers may hold specific negative perceptions of the service quality of the institution. The quantitative research method was used in this study. Quantitative data was collected that provides valid and reliable statistical analysis to prove or disapprove the set propositions. The adapted SERVQUAL instrument was used to conduct face-to-face interviews to gather insights into customers’ perceptions. The study found that BPB clients hold positive perceptions of the quality of private banking services. The customers provided positive feedback on the number of dimensions of the SERVQUAL instrument, with the exception of responsiveness and empathy.
- Full Text:
Entrepreneurial education and entrepreneurial role models' influence on career choice
- Authors: Muofhe, Nnditsheni John
- Date: 2012-06-04
- Subjects: Entrepreneurship - Study and teaching , Vocational guidance , Industrial psychology
- Type: Thesis
- Identifier: uj:2352 , http://hdl.handle.net/10210/4808
- Description: M.Comm. , A point of departure is that most of the universities in South Africa and Africa at large have realised that it is important to introduce entrepreneurship as either a minor or major course in their curricula. The reality is that the countries in Africa are characterized by poverty, high levels of unemployment, and slow economic growth. South Africa is no exception. It is assumed that the teaching of entrepreneurship education to the youth at institutions of higher learning can help address these problems as more people would be encouraged to develop a more positive attitude towards the creation of businesses. This can be achieved if students are taught not just about entrepreneurship, but also how to act entrepreneurially. Furthermore, good and ef-fective entrepreneurship education programmes must be developed, designed, and implemented. The exposure of students to entrepreneurial role models would also yield positive results in terms of stimulating entrepreneurial intentions to start businesses.
- Full Text:
- Authors: Muofhe, Nnditsheni John
- Date: 2012-06-04
- Subjects: Entrepreneurship - Study and teaching , Vocational guidance , Industrial psychology
- Type: Thesis
- Identifier: uj:2352 , http://hdl.handle.net/10210/4808
- Description: M.Comm. , A point of departure is that most of the universities in South Africa and Africa at large have realised that it is important to introduce entrepreneurship as either a minor or major course in their curricula. The reality is that the countries in Africa are characterized by poverty, high levels of unemployment, and slow economic growth. South Africa is no exception. It is assumed that the teaching of entrepreneurship education to the youth at institutions of higher learning can help address these problems as more people would be encouraged to develop a more positive attitude towards the creation of businesses. This can be achieved if students are taught not just about entrepreneurship, but also how to act entrepreneurially. Furthermore, good and ef-fective entrepreneurship education programmes must be developed, designed, and implemented. The exposure of students to entrepreneurial role models would also yield positive results in terms of stimulating entrepreneurial intentions to start businesses.
- Full Text:
- «
- ‹
- 1
- ›
- »