Investigation into the provision of service excellence in a selected bank in the Port Elizabeth metropole
- Authors: Keet, Marius
- Date: 2000
- Subjects: Banks and banking -- South Africa , Bank management , Consumer satisfaction , Quality assurance -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10838 , http://hdl.handle.net/10948/31 , Banks and banking -- South Africa , Bank management , Consumer satisfaction , Quality assurance -- Management
- Description: In this research customer service excellence in First National Bank in the Port Elizabeth metropole was investigated. From the industry and competitor analysis it can be concluded that banking is a highly competitive industry that is undergoing constant change because of fierce competition. The literature survey was aimed at placing the concept of service quality, excellence and customer loyalty which lead to customer retention into perspective. The concept of total quality management outlining the specific requirements of how the concept can be utilised and how a service quality programme can be implemented was discussed. The purpose of the empirical study was to test customers’ perceptions of service provided by First National Bank and to contribute with useful information to the bank studied. From these findings improvements and recommendations were suggested as a guideline for any bank to follow to improve customer service levels. The empirical study results were satisfactory and informative. The meaningful positive responses that were identified can be utilised as competitive marketing strategies by FNB. The meaningful negative concerns the bank should consider improving upon and attention should be given to the language and SBU differences outlined.
- Full Text:
- Date Issued: 2000
- Authors: Keet, Marius
- Date: 2000
- Subjects: Banks and banking -- South Africa , Bank management , Consumer satisfaction , Quality assurance -- Management
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:10838 , http://hdl.handle.net/10948/31 , Banks and banking -- South Africa , Bank management , Consumer satisfaction , Quality assurance -- Management
- Description: In this research customer service excellence in First National Bank in the Port Elizabeth metropole was investigated. From the industry and competitor analysis it can be concluded that banking is a highly competitive industry that is undergoing constant change because of fierce competition. The literature survey was aimed at placing the concept of service quality, excellence and customer loyalty which lead to customer retention into perspective. The concept of total quality management outlining the specific requirements of how the concept can be utilised and how a service quality programme can be implemented was discussed. The purpose of the empirical study was to test customers’ perceptions of service provided by First National Bank and to contribute with useful information to the bank studied. From these findings improvements and recommendations were suggested as a guideline for any bank to follow to improve customer service levels. The empirical study results were satisfactory and informative. The meaningful positive responses that were identified can be utilised as competitive marketing strategies by FNB. The meaningful negative concerns the bank should consider improving upon and attention should be given to the language and SBU differences outlined.
- Full Text:
- Date Issued: 2000
An investigation into the dimensions underlying the success and failure of new consumer products in South Africa
- Authors: Tucker, Alison
- Date: 1987
- Subjects: Consumer behavior -- South Africa , Consumer satisfaction , New products -- South Africa , Marketing -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1190 , http://hdl.handle.net/10962/d1004448
- Description: From Introduction: While companies in their initial stages may well produce only one product, most established companies produce a number of products. Reference can therefore be made to their product mixes which serve as their source of revenues and profits. The product mix must be carefully planned. Inherent in such planning is the monitoring of the mix to determine whether or not it strikes a good balance in terms of factors such as sales growth, sales stability and profitability. The product mix must be optimal vis-a-vis the opportunities and threats present in the external environment at any point in time. Since the latter changes over time, so too should the product mix change in order to maintain the required balance between the environment and the product mix, as well as the required balance in terms of sales growth, sales stability and profitability.
- Full Text:
- Date Issued: 1987
- Authors: Tucker, Alison
- Date: 1987
- Subjects: Consumer behavior -- South Africa , Consumer satisfaction , New products -- South Africa , Marketing -- South Africa
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:1190 , http://hdl.handle.net/10962/d1004448
- Description: From Introduction: While companies in their initial stages may well produce only one product, most established companies produce a number of products. Reference can therefore be made to their product mixes which serve as their source of revenues and profits. The product mix must be carefully planned. Inherent in such planning is the monitoring of the mix to determine whether or not it strikes a good balance in terms of factors such as sales growth, sales stability and profitability. The product mix must be optimal vis-a-vis the opportunities and threats present in the external environment at any point in time. Since the latter changes over time, so too should the product mix change in order to maintain the required balance between the environment and the product mix, as well as the required balance in terms of sales growth, sales stability and profitability.
- Full Text:
- Date Issued: 1987