Retail banking service quality: A client perception study

The retail banking sector in South Africa is predominantly characterised by a high face to face interaction and constant product and pricing differentiation. In order for a bank to distinguish itself from other banks in the banking industry, it uses excellence in its service quality to stand out aga...

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Bibliographic Details
Published in:Risk Governance & Control: Financial Markets & Institutions 2016-09, Vol.6 (4), p.216-222
Main Authors: Bhengu, Mbablemhle, Naidoo, Vannie
Format: Article
Language:English
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Summary:The retail banking sector in South Africa is predominantly characterised by a high face to face interaction and constant product and pricing differentiation. In order for a bank to distinguish itself from other banks in the banking industry, it uses excellence in its service quality to stand out against its competitors. In the study, the researchers adapted the SERVQUAL model to the banking industry. A probability sampling technique was employed for the study. Simple random sampling was employed to test MBA students’ perceptions towards service quality in the banking industry. The findings in the empirical study revealed that MBA students at the university were dissatisfied with the quality of service offerings provided by the retail banks in South Africa. There were quality gaps revealed in tangibles, reliability, empathy, responsiveness and reliability aspects of the service encounters.
ISSN:2077-429X
2077-4303
DOI:10.22495/rcgv6i4c1art11