The assessment of quality service at Capitec bank in KZN: a Pinetown region based case study.
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Date
2016
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Abstract
ABSTRACT
This work sought to access and analyses customer satisfaction with quality of service
delivery at Capitec Bank, Pinetown. The six Pinetown Capitec branch offices were
purposively chosen for this work. The objectives of the study were to determine the impact of
client satisfaction on the performance and growth of Capitec Bank using the SERVQUAL
model that identified the influence of five dimensions (that is; tangibility, responsibility,
reliability, assurance and empathy). A structured questionnaire was administered to targeted
clients and employees of Capitec Bank at the Pinetown Branches. A total of 190 respondents
were contacted; comprising 100 clients and 90 employees. The findings indicated that both
clients and employees were more satisfied with tangibility followed by assurance, empathy,
reliability and responsiveness in the branches. The relationship between employees and
clients was mutual and cordial in terms of service delivery. It is recommended that managers
should work at improving on the SERVQUAL dimensions to be ahead of competition and to
be profitable.
Keywords: SERVQUAL, Service Quality, Customer Satisfaction.
Description
Master’s Degree. University of KwaZulu-Natal, Durban.