Private banking customers' perceptions of retention strategies
- Authors: Basson, Gerhardus Coenraad
- Date: 2012-06-04
- Subjects: Banks and banking - Customer services , Consumer satisfaction , Customer retention
- Type: Mini-Dissertation
- Identifier: uj:2373 , http://hdl.handle.net/10210/4828
- Description: M.Comm. , There has been a great deal of attention paid to the issue of customer acquisition, but less has been paid to customer retention. Ang and Buttle (2006:83) highlight that while customer retention has been a significant topic since the mid – 1990s, little research has been conducted into management processes that are associated with excellent customer retention performance. The banking industry has gone through major changes in the past years, due to technology enhancement and mergers. Competition is based on lower interest rates, payment terms and costs, factors which have had a major effect on the retention of customers. This poses the question how private banks go about retaining customers.
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- Authors: Basson, Gerhardus Coenraad
- Date: 2012-06-04
- Subjects: Banks and banking - Customer services , Consumer satisfaction , Customer retention
- Type: Mini-Dissertation
- Identifier: uj:2373 , http://hdl.handle.net/10210/4828
- Description: M.Comm. , There has been a great deal of attention paid to the issue of customer acquisition, but less has been paid to customer retention. Ang and Buttle (2006:83) highlight that while customer retention has been a significant topic since the mid – 1990s, little research has been conducted into management processes that are associated with excellent customer retention performance. The banking industry has gone through major changes in the past years, due to technology enhancement and mergers. Competition is based on lower interest rates, payment terms and costs, factors which have had a major effect on the retention of customers. This poses the question how private banks go about retaining customers.
- Full Text:
Influence of automated teller machine service quality on overall customer satisfaction in retail banking sector
- Authors: Nndwamato, Mulalo
- Date: 2018
- Subjects: Automated tellers , Banks and banking - Customer services , Banks and banking - Technological innovations , Consumer satisfaction
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/283120 , uj:30522
- Description: M.Com. (Business Management) , Abstract: Automated teller machines (ATMs) have become the most used electronic banking channel around the world. Customers’ experience with ATMs has forced banks to come up with effective strategies to satisfy their customers. The service quality and customer satisfaction have become a focal point of the banks due to benefits such as increased profit, competitive advantage, market share, customer retention and word of mouth. This study aims to investigate a link in the quality of ATM service experience influencing customer satisfaction. Bank management should be able to identify and know all factors of customer experience with ATMs in order to have sustainable financial growth. This study provides valuable information to banks to improve the quality of ATM service, bank management need to understand the importance of providing quality services with regards to ATMs. This study adopted a quantitative technique using survey research strategy. Self-administered questionnaires were conveniently distributed to ATM users of ABSA, FNB, Standard Bank, Nedbank and Capitec in Johannesburg using non-probability sampling. A total of 168 questionnaires were collected and considered useful. The Statistical Package for Social Science program (SPSS) version 24 was used to analyse the data, the following statistical techniques were employed; mean, standard deviation, correlation analysis, exploratory factor analysis (EFA) and multiple regression analysis. EFA constructed 6 factors (Ease of use, Reliability, Convenience, TangiblesCL, Responsiveness and TangiblesLI). The findings from correlation analysis revealed a positive correlation between all ATM service quality dimensions and satisfaction. However, after conducting regression analysis, reliability and tangiblesLI were found to have a positive and significant influence on customer satisfaction with ATMs. It is therefore suggested that banks effectively implement strategies which will enhance quality of service at ATMs. This include ensuring that ATMs: always have cash; are in working condition; issue quality notes; provide accurate information; are safe to use; are serviced by reliable employees; are visually appealing with regards to design, and portray good brand image.
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- Authors: Nndwamato, Mulalo
- Date: 2018
- Subjects: Automated tellers , Banks and banking - Customer services , Banks and banking - Technological innovations , Consumer satisfaction
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/283120 , uj:30522
- Description: M.Com. (Business Management) , Abstract: Automated teller machines (ATMs) have become the most used electronic banking channel around the world. Customers’ experience with ATMs has forced banks to come up with effective strategies to satisfy their customers. The service quality and customer satisfaction have become a focal point of the banks due to benefits such as increased profit, competitive advantage, market share, customer retention and word of mouth. This study aims to investigate a link in the quality of ATM service experience influencing customer satisfaction. Bank management should be able to identify and know all factors of customer experience with ATMs in order to have sustainable financial growth. This study provides valuable information to banks to improve the quality of ATM service, bank management need to understand the importance of providing quality services with regards to ATMs. This study adopted a quantitative technique using survey research strategy. Self-administered questionnaires were conveniently distributed to ATM users of ABSA, FNB, Standard Bank, Nedbank and Capitec in Johannesburg using non-probability sampling. A total of 168 questionnaires were collected and considered useful. The Statistical Package for Social Science program (SPSS) version 24 was used to analyse the data, the following statistical techniques were employed; mean, standard deviation, correlation analysis, exploratory factor analysis (EFA) and multiple regression analysis. EFA constructed 6 factors (Ease of use, Reliability, Convenience, TangiblesCL, Responsiveness and TangiblesLI). The findings from correlation analysis revealed a positive correlation between all ATM service quality dimensions and satisfaction. However, after conducting regression analysis, reliability and tangiblesLI were found to have a positive and significant influence on customer satisfaction with ATMs. It is therefore suggested that banks effectively implement strategies which will enhance quality of service at ATMs. This include ensuring that ATMs: always have cash; are in working condition; issue quality notes; provide accurate information; are safe to use; are serviced by reliable employees; are visually appealing with regards to design, and portray good brand image.
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Employee understanding and execution of strategic angst differentiation in the banking industry
- Authors: Potwana, Philani
- Date: 2020
- Subjects: Consumer satisfaction , Banks and banking - Customer services
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/455617 , uj:40332
- Description: Abstract: The South African banking industry has become increasingly competitive over recent years, with the introduction of new players in the market, contributing to more intense competition for market share. There is a need to retain existing customers, and as a result, organisations are placing greater emphasis on the creation of effective retention strategies. Equally important to the creation of relevant strategies within any organisation, is the ability of its employees to understand, and execute the strategies. The purpose of this study was to examine the role of employee understanding of angst differentiation strategy, their involvement in the formulation of this strategy, the market orientation of the organisation and organisational culture as drivers that influence the effective execution of angst differentiation strategy. Having a thorough understanding of these drivers will help banks to be more effective in addressing customer ‘pain points’ to ultimately establish and maintain a competitive advantage. A qualitative study was undertaken to obtain deeper insight into the views held by product owners relative to the objectives of the study. Through a purposive non-probability sampling technique, a sample of 12 participants from the Bank of SA was selected. Data was collected from each participant, using semi-structured, face-to-face interviews which were recorded as permitted by the participants. To analyse the data, qualitative content analysis was used. The study found that a thorough understanding of the angst differentiation strategy by employees, their involvement in the formulation of the strategy, market orientation and organisational culture all play a role in the effective execution of the angst differentiation strategy. Recommendations for managers, banks and the banking industry, as well as recommendations for further studies were proposed. , M.Com. (Business Management)
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- Authors: Potwana, Philani
- Date: 2020
- Subjects: Consumer satisfaction , Banks and banking - Customer services
- Language: English
- Type: Masters (Thesis)
- Identifier: http://hdl.handle.net/10210/455617 , uj:40332
- Description: Abstract: The South African banking industry has become increasingly competitive over recent years, with the introduction of new players in the market, contributing to more intense competition for market share. There is a need to retain existing customers, and as a result, organisations are placing greater emphasis on the creation of effective retention strategies. Equally important to the creation of relevant strategies within any organisation, is the ability of its employees to understand, and execute the strategies. The purpose of this study was to examine the role of employee understanding of angst differentiation strategy, their involvement in the formulation of this strategy, the market orientation of the organisation and organisational culture as drivers that influence the effective execution of angst differentiation strategy. Having a thorough understanding of these drivers will help banks to be more effective in addressing customer ‘pain points’ to ultimately establish and maintain a competitive advantage. A qualitative study was undertaken to obtain deeper insight into the views held by product owners relative to the objectives of the study. Through a purposive non-probability sampling technique, a sample of 12 participants from the Bank of SA was selected. Data was collected from each participant, using semi-structured, face-to-face interviews which were recorded as permitted by the participants. To analyse the data, qualitative content analysis was used. The study found that a thorough understanding of the angst differentiation strategy by employees, their involvement in the formulation of the strategy, market orientation and organisational culture all play a role in the effective execution of the angst differentiation strategy. Recommendations for managers, banks and the banking industry, as well as recommendations for further studies were proposed. , M.Com. (Business Management)
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