HCBE Faculty Articles
Title
Customer Perceptions of the Value Delivered By Retail Banks in South Africa
Document Type
Article
Publication Date
2004
Publication Title
International Journal of Bank Marketing
ISSN or ISBN
0265-2323
Volume
22
Issue/Number
5
First Page
300
Last Page
318
Abstract/Excerpt
This paper examines the perception and expectations of banking customers regarding the value being delivered to them by retail banks in South Africa. A literature review dealing with the concept of value was undertaken that presents the value disciplines of operational excellence, product leadership and customer intimacy. Results of a study of 150 managers are presented. The results show that customers were not satisfied with the service, products and level of customer intimacy delivered to them by their banks. Thus, they did not believe that they were getting the value they expected. Recommendations to retail banking management are made to help remedy the situation.
DOI
doi.org/10.1108/02652320410549638
NSUWorks Citation
Bick, Geoff; Brown, Andrew Beric; and Abratt, Russell, "Customer Perceptions of the Value Delivered By Retail Banks in South Africa" (2004). HCBE Faculty Articles. 958.
https://nsuworks.nova.edu/hcbe_facarticles/958
