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首页> 外文期刊>Risk Governance & Control: Financial Markets & Institutions >RETAIL BANKING SERVICE QUALITY: A CLIENT PERCEPTION STUDY
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RETAIL BANKING SERVICE QUALITY: A CLIENT PERCEPTION STUDY

机译：零售银行服务质量：客户感知研究

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摘要

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.
机译：南非的零售银行部门的主要特点是面对面的互动频繁，产品和价格差异不断。为了使一家银行在银行业中与其他银行区分开来，它利用其卓越的服务质量在竞争中脱颖而出。在这项研究中，研究人员将SERVQUAL模型应用于银行业。该研究采用了概率抽样技术。通过简单的随机抽样来测试MBA学生对银行业服务质量的看法。实证研究的结果表明，该大学的MBA学生对南非零售银行提供的服务质量不满意。服务遇到的有形，可靠性，同理心，响应能力和可靠性方面存在质量差距。

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