RETAIL BANKING SERVICE QUALITY: A CLIENT PERCEPTION STUDY

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Abstract

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.

Keywords: Servqual Model, Service Quality, Student Expectations, Student Perceptions

How to cite this paper: Bhengu, M., & Naidoo, V. (2016). Retail banking service quality: A client perception study. Risk governance & control: financial markets & institutions, 6(4-1), 216-222. https://doi.org/10.22495/rcgv6i4c1art11