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.