Dissertations / Theses: 'Bank services – South Africa'

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Madzivhandila, Rofhiwa. "Investigating factors affecting customer retention at Nedbank South Africa." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020100.

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The banking sector plays an important role in the economy of any country across the world. The recent financial crisis shows how much of the world’s economy is influenced by the banking sector. There are different roles that banks play in contributing to the operation and growth of an economy. Their role spreads from that of intermediary to that of provider of payment clearing services. Banks are an important and integral part of any economy. According to a study by Greenberg & Simbanegavi (2009), the South African banking sector is fertile ground for high levels of competition amongst its players. This competition is important for the proper working of the modern economy. According to Van Leuvensteijn et al. (2008), because banks act as the main vehicle for monetary policy, reduced competition in the banking sector can hinder the efficiency of monetary policy. As a result of the competition in the banking sector, customer retention is a key component of banks’ strategies in today’s market. The main aim of the study was to investigate factors affecting customer retention at Nedbank South Africa. The study focused on the institutional causes of bank customer defection and sought to investigate the effects of three factors (Customer service quality, Satisfaction with product, and Switching costs) on Customer Retention. This study showed the importance of customer retention and more importantly how the mentioned three factors affect customer retention at Nedbank South Africa. One of the highlights that came out of this research was that 50 perscent of the respondents were either considering closing their account or were likely to close their account within the next 12 months. In conclusion, these three factors were found to be important in the customer retention strategy of the bank. Recommendations were presented by the author on how to integrate the factors into a retention framework that can contribute to the profitability of the bank. Areas of future research that can be helpful to the bank were also highlighted by the author.

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Meyer, I. T. "Challenges facing a financial insitution to improve service quality and customer retention." Thesis, Port Elizabeth Technikon, 2001. http://hdl.handle.net/10948/45.

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The financial industry and more specifically Retail banking is a very competitive industry. The profit margins are shrinking with the entrance of newcompetitors into the market place. During the last two to three years various foreign banks have opened offices in South Africa, cherry picking the high net worth customers fromthe traditional high street banks. The product range between these banks is the same, maybe at times presented in a different wrapping. The one differential factor between the various banks is service and the quality thereof. The researcher, being a banker, decided to investigate how to improve the quality of service which is the main problemof this study. The secondary problems or subproblems are: * How to solve service breakdown? * How to retain customers after a service breakdown? The researcher first did a literature survey focusing on the key drives of this research namely: * Improving quality service. * Problem resolution. * Customer retention. An empirical investigation was also undertaken focusing on the personal market segment and the high net worth individuals. The demarcation of the survey was restricted to a specific area on the South Coast of KwaZulu Natal, and in particular the retail market and three specific branches on the South Coast, namely: * Scottburgh; * Margate, and * Port Shepstone. The main finding of the empirical survey indicates an average service rating of 8.38, which is in excess of the financial institution’s national service objective of 8.22 for 2001. This indicates that in most areas the service quality of this financial institution is good. The results fromthe literature survey as well as the empirical investigation indicated that service quality can only be achieved through a collective effort from all role players within the bank. The resolution of service breakdown needs to be controlled and managed to rectify breakdowns effectively within specific time limits that are acceptable to the individual customer. The barriers to retain customerswill become less effective should the financial institution not be able to restore or improve service quality for their customers.

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Ntsunguzi, Carol Ntombemhlophe. "Assessing relationship management in Meeg bank in East London." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1147.

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Quality of service becomes the main avenue that could be used to gain sustainable competitive advantage. This is due to the fact that the environment within which organisations operate continues to change with respect to customer expectations. The financial sector, in particular the banking industry is not left behind and players in this industry also strive to “up their game” in the competitive market-place. It has become increasingly important for organisations to find ways, not only to reach the top, but to maintain on-going long-term relationship with their customers. This can result in long-term benefits, both for the organisation (by improving marketing productivity) and for the customer (by delivering better quality products). This paper assesses the perception the Business clients/ customers within a business banking environment have about relationship management by Meeg bank in East London branch town of Eastern Cape. A literature survey was undertaken into the importance of Customer Relationship by bank. Questionnaires were sent to all employees of the business clients for their views on Customer Relationship Management (CRM). The result the show importance of the commitment of all employees’ especially senior management is essential for the success of CRM efforts in improving the quality of service offered by an organisation. The research also confirmed the importance of having wide range of options in form of products offered. This will not only benefit the bank in terms of higher profits, but will give the bank the competitive advantage in the market place.

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Bleske, Adrian. "The antecedents of customer satisfaction in a financial institution : a qualitative study." Thesis, Rhodes University, 2008. http://hdl.handle.net/10962/d1015482.

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The following is a case study report on the Cape Town business unit of Standard Bank Properties. The research project falls within the ambit of services marketing which introduces several unique management challenges for service businesses that sell services as a core offering. The principal aim of the case study is to gain an understanding of why customers bank at the business unit and to discover what aspects are critical to customer satisfaction. A further goal of the research is to examine how the business unit could improve customer satisfaction and to highlight any impediments to further improving customer satisfaction at the business unit. It is generally regarded that quality customer service is essential to building customer relationships and hence the research project emphasis on services marketing and customer satisfaction within a financial services context. The paper commences with an overview of the South African Banking Sector and its unique challenges such as the Financial Service Charter and newly introduced legislation such as Financial Intelligence Centre Act. The case study will specifically investigate the property finance industry and a detailed analysis of the business unit's operations and process flow will also be undertaken. The reason for this background information is to assist the reader to understand how the business unit operates. The research project will investigate four unique differences between goods marketing and services marketing whereafter three theoretical propositions are introduced, namely the dyadic interaction and service encounter, the Service Profit Chain and finally Relationship Marketing. Evidence in the form of a narrative will be led from insights obtained from interviews conducted with customers and staff at the business unit against these propositions with support (or otherwise) from independent surveys and documents from the business unit. The result of this analysis is the identification of several areas of concern specifically: New employees and the service encounter, Problems with FICA, Lack of a customer complaint handling system, Empowerment issues, Turnaround times, Reliance on key staff These insights together with the evidence from the literature review will be analysed and several recommendations made to improve customer service and ultimately customer satisfaction at the business unit. Several recommendations for further research are offered as well as the identification of limitations including but not limited to the specificity of the case study report.

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Davies, Gareth M. "An empirical study of client satisfaction with service recovery within a South African banking institution." Thesis, Rhodes University, 2004. http://hdl.handle.net/10962/d1003845.

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In many industries, service is the critical determinant of success or failure. Service failure is almost inevitable, and this has the potential for the organisation to lose its customer. However, if implemented successfully, Service Recovery can rectify the breakdown in service, and turn angry, frustrated customers into loyal ones. Service Recovery is vital for profitability, especially for companies operating in the services market, like First National Bank (FNB). Unfortunately, few service firms know how satisfied customers are with their Service Recovery efforts, and FNB is no exception. This study attempted to rectify the situation, to ensure that the bank does not fail its customers a second time. The major focus of the study is to assess client satisfaction with Service Recovery (SR) from FNB. By using the RECOVSAT instrument (developed by Boshoff in 1999), the study aims to establish how effective FNB was in terms of the six dimensions of SR, namely communication, empowerment, feedback, atonement, explanation, and tangibles. The relationship between each of the dimensions and customer satisfaction, as well as between customer satisfaction and loyalty, was measured, and a hypothesis for each relationship rejected or accepted. The empirical results show that, from 702 complainants, a RECOVSAT score of 68% was computed, which could be regarded as only satisfactory. The dimensions of communication, explanation, atonement, and empowerment, had the strongest positive correlation with customer satisfaction, while feedback and tangibles, although positively correlated, were not statistically significant, and thus not as important as the first four dimensions. FNB performed best on tangibles (81%), then communication (75%), explanation (70%), atonement (68%), empowerment (62%), and lastly feedback (51%). The study reinforced the view that customer satisfaction is positively related to loyalty. Other findings were that, administration and errors were the most frequent complaints, followed by pricing, fees, and interest, while time delays/waiting were the third most numerous. Over 54% of complainants had been with the bank for over 10 years, which could be a problem if the customers had left the bank, as the profitability of a customer generally increases with time. Age and gender did not appear to be factors that influenced behaviour of complainants. In terms of the managerial implications, it is recommended that FNB implement a Customer-Complaint-Handling (CCH) system that is both national and inter-group. The bank should also focus on empowering employees, improving communication skills, explaining to customers why the problem occurred, apologising, and offering some atonement. By adopting the recommendations, FNB should improve their service recovery, and as a consequence, their customer satisfaction and loyalty, and profitability should also increase.

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Richter, Leonie. "The relationship between customer satisfaction and revenue: an empirical study within the corporate banking division of a South African bank." Thesis, Rhodes University, 2013. http://hdl.handle.net/10962/d1006169.

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This is a quantitative study which explores whether there is a positive relationship between customer satisfaction as perceived by corporate customers and revenue generated from such customers of the corporate division of a single South African bank. This research report has three sections, namely the (1) academic paper which comprises a condensed literature review, research methods, results and discussion, (2) an expanded literature review, and (3) an expanded research methodology. Although these three sections are interrelated, they may be considered stand-alone documents. A review of literature contends that customer satisfaction has been a topic of interest for over four decades when, in 1965, the concept was first introduced to literature by Cardozo. Even in these early stages it was hypothesized that higher customer satisfaction would lead to repeat purchasing and cross selling. Thus, for some time, researchers have proposed that a link exists between customer satisfaction and a company’s bottom line, ultimately alluding to the notion of positive associations between customer satisfaction, revenue and profitability. The corporate banking division of a South African bank has dedicated significant time and economic resources to monitoring and improving the satisfaction of their corporate customers each year. With a focus on this single corporate banking division, this quantitative study used secondary customer satisfaction data to establish whether a positive relationship between customer satisfaction with a bank representative or more formally termed, the ‘transactional banker’ (TB) and revenue at an account level exists. The study used a one-dimensional customer satisfaction construct summated from several variables or a one-dimensional multi item scale. This quantitative study made use of secondary data obtained through customer satisfaction surveys conducted with the division’s clients in three waves during September 2010, March 2011 and September 2011. At the time of data collection, telephone interviews were conducted with individuals in corporations who were customers of the corporate division within the bank. These individuals in their respective corporations were identified and surveyed because they (a) managed the primary relationship of the corporation with the banking division and (b) were senior financial decision makers of their organization’s (i.e. had the ability to influence a decision to change banks). Sample sizes of 273 (September 2010), 259 (March 2011) and 310 (September 2011) individual corporate customers were achieved through a method of stratified sampling. In this study, customers were stratified according to the TB who is responsible for their account. Within each stratum a random sample of 10 – 15 participants were included for each of the 30 TB’s. Monthly revenue data, recorded as a) credit revenue, b) overdraft revenue and c) total revenue was sourced from internal company records for each month from September 2010 to January 2012. Pearson’s correlation coefficient was used to assess whether a positive correlation between the two variables of customer satisfaction and revenue exists. This was followed by Ordinary Least Square Regression to investigate the magnitude and nature of the relationship between customer satisfaction and revenue using customer satisfaction as the independent variable and revenue as the response variable. Cronbach’s alpha was also used for internal scale validity. The results of the research indicated no statistically significant relationship between a customer’s satisfaction with the performance of their TB and either the credit, overdraft or total revenue generated from such a customer through their account. By highlighting this, these findings, nevertheless, contribute to the growing body of knowledge examining the impact of customer satisfaction efforts on revenue. On the basis of the findings of this study, it cannot be practically recommended that customer satisfaction efforts be terminated or changed within the organization of study owing to several study limitations which were present. Firstly, the study was hampered by small sample sizes due to a lack of the availability of revenue data in some instances, particularly in the case of overdraft revenue. Secondly, the study only focused on a single bank account held with the bank and increases and decreases in revenue based on the balances held within that single account. Since one of the purported consequences of improved customer satisfaction is the purchase of additional products, the current design of the study does not take into account the take up of additional accounts or banking products with the bank. Thus, an increase in revenue for the bank as a whole due to the purchase of additional accounts may be masked. Similarly, the scope of the study does not extend to examining the effect of recommendations made by these corporate customers to others and hence growth of divisional or bank revenue due to the addition of new customers. Finally, this quantitative study does not examine revenue growth when compared to customer satisfaction improvements over time due to a limited sample of customers taking part in the study over a number of periods as well as incomplete revenue data. The recommendations for future research are to examine the relationship between changes in customer satisfaction and changes in revenue at divisional level in the long run within the South African banking industry as the impact of an increase in customer satisfaction may be obscured by salient factors in the short run. It is also suggested that future research look at the correlation between dissatisfaction and revenue, where adequate sample sizes are available. Theoretically, the results of this research do bring into serious question the universal application, especially in the context of the South African banking industry of the Service Profit Chain and Satisfaction Profit Chain which propagate the existence of a positive relationship between customer satisfaction and revenue.

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Maredza, Andrew. "An analysis of the relationship between bank efficiency and access to banking services in South Africa." Thesis, University of Fort Hare, 2014. http://hdl.handle.net/10353/910.

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The primary objective of this study is to investigate the nature of the relationship between bank efficiency gains and access to banking services in South Africa. The importance of making such an enquiry arises from the fact that various studies have identified access to financial services as an important vehicle for lifting the poor out of poverty. In particular, there is concern that banks` appetite for better scores on efficiency has the potential of reducing access to services for consumers particularly the low-income clients. The study attempted to answer two central research questions: Firstly, does the quest for banks to improve efficiency preclude access to banking services for some group of consumers? Secondly, do bank efficiency gains necessarily translate to improved accessibility to banking services? The researcher applied a two-stage methodology approach. In the first stage, the Hicks-Moorsteen aggregator functions were used to generate and decompose total factor productivity (TFP) into several efficiency measures for a panel of eight South African banks. First stage results revealed that the average banking sector total factor productivity efficiency (TFPE) was 59 percent implying that the observed TFP was 41 percent short of the maximum TFP possible using the available technology. A further comparison of performance revealed that large banks were better performing than small banks in terms of TFPE. Apart from estimating and decomposing TFP indices we needed to determine if there was a statistically significant change in the TFPE of South African banking system as a result of the global financial crisis. A general analysis of the generated scores showed that TFPE clearly decreased during 2008-2009, the period that coincided with the global financial crisis. We then used the Fixed Effects Model (FEM) in the second-stage analysis to examine the link between banking sector TFPE and access. The FEM was utilised to take account of bankspecific heterogeneity. The obtained results indicated existence of a positive and significant relationship between banking efficiency and access to banking services. This study suggests that banking sector efficiency plays a crucial role in promoting access to bank services in South Africa. We therefore underscore the need for all banks to attain and maintain high efficiency in order to augment government efforts towards improving accessibility for the unbanked South African people. We also found evidence similar to that reached by Kablan (2010) that an increase in the rural population is associated with a reduction in access to bank services. From this result, we speculated that banks are somewhat biased against providing their services to the general rural populace. Since the rural-population variable exerted the greatest marginal impact on access we suggested that perhaps investment in rural infrastructure would help broaden access and so improve financial inclusion on a larger scale. Finally we also investigated the link between banking sector efficiency and unemployment in South Africa. Of paramount importance in the second stage analysis was that we found a negative and significant association between banking sector efficiency and unemployment indicating that employment is influenced, inter alia, by the efficiency with which banks operate.

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Fick, James Desmond. "Serving the base of the pyramid in South Africa : the case of the Mzansi basic bank account." Thesis, Stellenbosch : University of Stellenbosch, 2007. http://hdl.handle.net/10019.1/840.

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Thesis (MBA (Business Management))--University of Stellenbosch, 2007.
AFRIKAANSE OPSOMMING: Die Mzansi rekening, as Eerste Orde Nasionale rekening, is gesamentlik deur die “Groot 4” banke geloods, spesifiek met die oog daarop om toegang tot groter finansiële dienste te bewerkstellig in lyn met die Finansiële Dienste Handves. Hierdie navorsingsverslag ondersoek die sukses van die Mzansi rekening in terme van die verbetering van toegang tot finansiële dienste en die verwesinliking van Prahalad se visie van die Fortuin aan die onderkant van die piramide of die sogenaamde Base of the Pyramid (BoP). Die studie is gedoen deur onderhoude te voer met industrie-kenners wat nou betrokke was met die loods van die Mzansi rekening, asook deur ’n oorsig te doen van ’n verslag van die onlangse kommisie van ondersoek oor kompetisie in die bankwese in Suid Afrika. Die Mzansi rekening is inderdaad suksesvol daarin om toegang tot finansiële dienste vir alle Suid Afrikaners beskikbaar te maak, maar dit is steeds nie winsgewend vir die banke nie. Die Mzansi rekening is dus nie in lyn met Prahalad se visie van die BoP nie. Die winsgewendheid van die rekening in die toekoms hang af van die graad van aanvaarding van armes van meer doeltreffende elektroniese transaksies. Tot op datum wil dit voorkom asof Prahalad se gevoel dat die armes gevorderde tegnologie maklik aanvaar nie in die bank sektor in Suid Afrika geld nie. ’n Toenemende fokus op gebruik eerder as toegang en ’n beter belyning met Prahalad se twaalf beginsels van innovasie by die BoP mag egter wel beter wins vir die banke inhou. Selfs al sou winste nie materialiseer nie, is dit steeds voordelig vir banke wat bereid is om te eksperimenteer en te leer van die Mzansi ervaring. Die Mzansi rekening mag dalk die katalis wees vir nuwe en verbeterde produkte wat suksesvol sal wees in die BOP mark.
ENGLISH ABSTRACT: The Mzansi account, as a First Order National Bank Account, was jointly launched by the Big 4 Banks (ABSA, FNB, Nedbank and Standard Bank) specifically to increase access to financial services in line with the requirements of the Financial Sector Charter (FSC). This study explores the success of the Mzansi account with regard to improving access to financial services and achieving Prahalad’s vision of a Fortune at the Bottom of the Pyramid (BoP). The study was conducted by interviewing industry experts who were intimately involved in the launch of the Mzansi account and reviewing the transcripts of the recent commission of enquiry into the competition of banking in South Africa. The Mzansi account has been successful in increasing financial access for all South Africans but has not proved to be profitable for the banks. The Mzansi bank account therefore does not support Prahalad’s vision that there is a fortune at the base of the pyramid. The future profitability of the account is dependent on the acceptance of the poor of more efficient electronic transacting. To date it would seem that Prahalad’s notion that the poor accept advanced technology readily does not apply within the banking sector of South Africa. An increased focus on usage as apposed to access and a better alignment to Prahalad’s twelve principles of innovation at the BoP may well bring increased profits for the banks. Even if profits don’t materialise, for those banks willing to experiment and learn from the Mzansi experience. The Mzansi account may well be a catalyst for new and/or improved products that will be successful in the BoP market.

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Skepe, Siphelo. "Evaluation of the applicability of Lewin's force field analysis in the implementation of the Financial Sector Charter at Standard Bank." Thesis, Rhodes University, 2013. http://hdl.handle.net/10962/d1006775.

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According to the Financial Sector (FS) Charter, in August 2002, at the NEDLAC Financial Sector Summit, "the financial sector committed itself to the development of a Black Economic Empowerment (BEE) charter. It made this commitment, noting that: "Despite significant progress since the establishment of a democratic government in 1994, South African society remains characterised by racially based income and social services inequalities. This is not only unjust, but inhibits the country's ability to achieve its full economic potential. BEE is a mechanism aimed at addressing inequalities and mobilising the energies of all South Africans. It will contribute towards sustained economic growth, development and social transformation in South Africa. Inequalities also manifest themselves in the country's financial sector. A positive and proactive response from the sector through the implementation of BEE will further unlock the sector's potential, promote its global competitiveness, and enhance its world class status". Parties of the Financial Sector Charter agreed on the seven pillars below: 1) Human resource management - provide resources to develop skills of black people with the aim of increasing black participation in all levels of management in the sector. 2) Procurement policies - implement a targeted procurement strategy to enhance BEE. 3) Enterprise development - improve the level of support provided to BEE companies in all sectors of the economy. This would be achieved through skills transfer, administration and technical support. 4) Access to financial services - provide affordable financial services to the previously disadvantaged groups and making sure financial services are accessible to these groups. 5) Empowerment financing - work closely with government and government financial institutions to increase resources for empowerment financing. 6) Ownership in the financial sector - 25% of shares in each party of the FS Charter should be owned by black people by 2010. 7) Corporate social investrnent (CSI) - Each financial institution will have to spend 0.5% of their after-tax profit on corporate social investment projects. The projects should be targeted at black groups with a strong focus on transformation. The research evaluates the applicability of Lewin's Force Field Analysis (a change management model) in the implementation of the Financial Sector Charter at Standard Bank of South Africa. It attempts to achieve this by looking at how the Financial Sector Charter is being implemented at Standard Bank. The research looks at three main areas: 1) The "context" of the research problem, by seeking to understand Standard Bank's understanding of the FS Charter, the importance of implementing the FS Charter by the bank, the progress made thus far in the FS Charter implementation and comparison to the BEE scorecards of the other three main bank. 2) The "process", i.e. how the FS Charter is implemented in the bank, the driving and restraining forces of successful implementation of the FS Charter and the lessons learnt. 3) The "outcome" , i.e. benefits of implementing the FS Charter and what could be done to ensure that change management processes are successfully implemented. Personal interviews were used to discover other valuable information which was not available on the bank's published documents, and other related sources such as the Financial Sector Charter document. The sample size for the study was ten Standard Bank employees from different areas of the bank who are either senior managers or directors, in the bank. Internal publications available on the Standard Bank intranet such as the bank's employment equity plans, and the bank's sustainability reports from 2004 to 2011 (Standard Bank, 2004-2011) were analysed for the purpose of the study. The researcher also analysed public documents such as the bank's annual financial reports, bank's equity reports and internal publications on related topics of the research question. Lewin's Forces Field Analysis (FFA) points out that in any environment where change is required; there are both driving and restraining forces that influence the implementation of a change programme. The FFA is a valuable change management tool at trying to transform the behaviour of an individual, and this will lead to transformation of groups and, ultimately the organisation. It also helps to establish the balance between the driving and restraining forces of the change programme. Lewin's (1951) theory put forward the idea that change occurs in three stages: the first stage of change is unfreezing; the second stage is moving and lastly, the third stage is refreezing. In the unfreezing stage, the bank's change management initiatives would need to be directed at giving the individuals a desire and motivation to be ready and open about a planned change initiative. This could be achieved by clearly communicating why change is important, benefits of change and the compelling reasons for change. In moving, the bank would need to give support and confidence to the people affected by change in order to start accepting and buying-in to new perspectives, which enable them to realise that change will improve the current situation. In the refreezing stage, the bank would need to ensure that new patterns of behaviour are reinforced. This will ensure that the changes are applied in everyday business, and this helps create a sense of stability, where those affected by change feel comfortable and confident with the new approach of doing things. The research concludes that managers should recognise the sensitivity around transformation, and should always try to ensure that change management initiatives directed at transformation are unifying, fair and transparent. This should be done to avoid a situation where an employee (or prospective employees) and other stakeholders feel under-appreciated or overlooked because of their gender or race. This demands a carefully crafted and implemented change management programme, whose results will not only unify the bank's employees, but also create a competitive edge for the bank. Lewin's Force Field Analysis (FFA) model is a change management tool that could be used to produce such results.

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Van, Heerden Marchell. "Evaluation of the effectiveness of strategic planning in the blood transfusion services in South Africa." Thesis, Port Elizabeth Technikon, 2000. http://hdl.handle.net/10948/27.

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In this research paper, the effectiveness of Strategic Planning in Blood Transfusion Services in South Africa was investigated. A brief general overview of relevant aspects that specifically relate to the strategic planning of Services and not-for-gain organisations was presented. The literature study included an explanation of the steps involved in the strategic planning process and the guidelines to develop and implement each of these effectively. The research methodology consisted of three phases: Phase 1 - A literature study to determine the most effective strategic plan for a not-for-gain organisation. Phase 2 - An empirical study to determine the effectiveness of the strategic planning processes in practice by means of a survey among the Blood Transfusion Services in South Africa. Phase 3 - The findings from the literature study and empirical study were used to evaluate whether effective strategic planning is implemented in the Blood Transfusion Services in South Africa. The following recommendations and conclusions were made: The Blood Transfusion Services that have not yet started seeking the opinion of all the stakeholders involved in the organisation should strongly consider implementing this strategy as part of the services provided to the community. The services operate as individual organisations, but clearly influence each other within the industry and the changes within the external environment form part of the elements that are considered by the services when determining the strategic direction of the services. All the services identify the major areas for which objectives need to be set to assist the organisations in achieving long-term prosperity, but they do not all set objectives in these areas. When it comes to strategic issues, all the services state that they identify these, but not all pre-determine criteria for evaluating the strategic issues. Guidelines for the effective implementation of the strategies of choice by lower managers or supervisors are not developed by all the services, nor do most of the services have control mechanisms in place to assist in effective implementation of the strategic planning process.

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Masocha, Reginald. "Technologicalship in e-banking services: a constraint or contributor to relationship marketing in retail banking in East London, Eastern Cape, South Africa." Thesis, University of Fort Hare, 2009. http://hdl.handle.net/10353/306.

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Contemporarily, one of the major business demands is to extensively understand the impact of technology on the major business strategies and practices. Technologicalship marketing, a concept investigated in this study, emanates from a symbiosis of technology and relationship marketing. Per se, a prevalent area of debate pertains to whether technology promotes or constrains relationships. Outstandingly, this study pursued the technologicalship marketing concept, a new and vital 21st century suggestion in literature (Zineldin, 2000:16). Secondly, against the scarcity of empirical studies in mass marketing environments, the study at hand focused on retail banking client relationships. Lastly, the proposed meta-construct hypothetical model is an essential relationship marketing instrument. The proposed model consists of four major relationship marketing construct categories, namely, personal contact, customer retention, customer switching and relational exchange. At the hand of these constructs, the research primarily aimed to determine the impact of technology on client relationships in e-banking with the focus of closing the gap prevalent in literature on whether technology constraints or supports relationship marketing. The study focused on retail banking client relationships of the four major commercial banks in East London, Eastern Cape, South Africa. A survey was conducted of a sample of 200 clients selected using the convenience sampling method. The study hypothesised that technology is resulting in more transactional than relationship marketing in retail banking by constraining social constructions, customer retention and relational exchange, whilst, promoting customer switching mobility. Through the GLM regression analysis method, findings of the study established that technology was to a larger extent supporting relationship marketing. However, it is envisaged that technology is resulting in the disappearance of human contact which is a critical aspect of relationships. Conclusively, the researcher recommended that the only plausible strategy is to endeavour to integrate the human aspect at self-service podiums e.g. mounting of staff at ATM points, which most banks have been doing.

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Conradie, Mia. "The influence of a vertical service line extension on existing customers’ perceived brand image in the case of Capitec and Absa Bank." Thesis, Stellenbosch : Stellenbosch University, 2014. http://hdl.handle.net/10019.1/86460.

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Thesis (MComm)--Stellenbosch University, 2014.
ENGLISH ABSTRACT: In the financial service sector, specifically the banking sector, the competition for market share has become fierce. South Africas‟ Big Four banks (Absa, FNB, Standard Bank and Nedbank) are currently threatened by Capitec‟s simplified business strategy. Capitec is not just retaining customers, but also attracting new-to-bank customers and customers from other banks. Capitec‟s strategy has led to an increase in competitive rivalry among the banks. The Big Four banks are struggling to retaliate against Capitec‟s innovation, creating a situation where only the strongest will survive. The reason for this competition is Capitec‟s move to target the higher-income market, since they are changing the profile of their original customer base. On the other hand, Absa is counter-attacking by targeting Capitec‟s primary market that consists of lower-income groups. Both Capitec and Absa are initiating vertical service line extensions (VSLE). The difference between the two banks‟ strategies is the direction of the vertical extension, where Capitec is utilising an upward VSLE, and Absa is utilising a downward VSLE. Not enough attention has been given to service line extensions compared to extensions of tangible products. In this study the focus is on vertical line extensions within the service sector and more specifically the banking sector. The primary objective is to investigate the influence attitudes towards a vertical service line extension (VSLE) have on current customers‟ perceived brand image. Furthermore, the difference between customers‟ attitudes towards a bank pursuing an upward vertical service line extension and one pursuing a downward vertical service line extension, is investigated. The secondary objectives of the study are to assess whether or not (1) perceived quality influence customers‟ attitudes towards a VSLE; (2) perceived status fit influence customers‟ attitudes towards a VSLE; (3) customers‟ perceived fit between their self-image and the communication, influence attitudes towards a VSLE; (4) attitudes towards a VSLE influence brand image; (5) there is a difference between customers‟ brand image, perceived quality, perceived fit, and self-brand communication fit of a bank that introduced an upward extension and one that introduced a downward extension. In the case of an upward VSLE (Capitec), the results suggest that perceived quality was the only variable that significantly influenced attitudes towards the VLSE. On the other hand, in the case of a downward VSLE (Absa), perceived quality and communication fit significantly influenced attitudes towards a VSLE. Furthermore, attitudes towards the VSLE did significantly influence brand image in both an upward and downward extension. Perceived status fit was the only variable that did not significantly influence attitudes towards a VSLE in both an upward and a downward extension. It emerged that the attitudes of customers from a bank initiating an upward extension (Capitec) differ from customers from a bank initiating a downward extension (Absa). Capitec and Absa customers differ in their evaluation of perceived quality, status fit, communication fit and brand image. The greatest difference among the two customer groups were caused by communication fit and perceived brand image. In this study Capitec customers evaluated their bank more favourably than Absa customers did. This result can be attributed to the direction of the extension and customers feelings towards it. It was advised that managers should thoroughly investigate the benefits and risks in implementing an upward or downward VSLE, since this study concludes that in either case brand image will be influenced.
AFRIKAANSE OPSOMMING: In die Suid-Afrikaanse mark het die kompitiese tussen banke geweldig gestyg soos die banke meeding om mark aandeel. Die Groot Vier banke (Absa, FNB, Standard Bank en Nedbank) word tans uitgedaag deur Capitec se eenvoudige dienslewering strategieë. Capitec is besig om dienste te lewer aan hul huidige kliënte, asook die gedeelte in die mark wat nog nooit voorheen van bankdiense gebruik gemaak het nie. Verder, is Capitec besig om kliënte van ander banke af te rokkel. Die Groot Vier sukkel om mee te ding met Capitec se innovasie rondom algemene bankdienste. Dus, word daar nou 'n situasie in die finansiële sektor geskep waar net die sterkstes sal oorleef. Die rede vir hierdie mededinging in die mark is as gevolg van Capitec se beweging na 'n hoër-inkomste mark. Die oorspronklike kliënte-profiel van Capitec word nou op ŉ prominente wyse verander. Absa, daarteenoor is besig om Capitec teë te werk deurdat hul laer-inkomste markte infiltreer. In beide gevalle is Capitec en Absa besig om 'n "vertical service line extension (VSLE" te implementeer. Die verskil tussen die twee banke is die rigting van die VSLE, waar Capitec 'n opwaartse VSLE implementeer het en Absa 'n afwaardse VSLE implementeer het. In die huidige literatuur word daar nie genoeg aandag gegee aan "service line extension" in vergelyking met "product line extensions" nie. Dus, die fokus van hierdie studie is op VSLE in die bankdienste sektor. Die primêre doelwit is om te bepaal of huidige kliënte se houdings teenoor die VSLE 'n beduidende invloed het op die handelsmerk. Verder, is ondersoek ingestel om te bepaal of daar 'n verskil is tussen 'n bank se kliënte wat 'n opwaartse VSLE implementeer en een wat 'n afwaartse VSLE implementeer. Die sekondêre doelwitte was om vas te stel of (1) kliënte se gehalte persepsie 'n effek het op hul houding teenoor 'n VSLE; (2) status ooreenstemming 'n effek het op kliënte se houding teenoor 'n VSLE; (3) ooreenstemming tussen kliënte se self-persepsie en die bank se kommunikasie 'n effek het op hul houding teenoor die VSLE; (4) kliënte se houding teenoor die VSLE 'n effek het op die handelsmerk; (5) daar 'n verskil is tussen kliënte van 'n bank wat 'n opwaarse VSLE implementeer en een wat 'n afwaarste VSLE implementeer interme van, gehalte persepsie, status ooreenstemming en hul ooreenstemming tussen self-persepsie en kommunikasie. In die geval van 'n opwaartse VSLE (Capitec) is dit bevind dat net kliënte se gehalte persepsie 'n beduidende invloed het op hul houdings teenoor die VSLE. In die geval van 'n afwaartse VSLE (Absa) is daar bevind dat kliënte se gehalte persepsie en kommunikasie „n beduidene invloed het op hul houdings teenoor die VSLE. In beide 'n opwaarste en afwaarste VSLE het kliënte se houdings teenoor die VSLE „n beduidende effek op die handelsmerkbeeld gehad. Status ooreenstemming tussen die huidige kliëntebasis en die kliëntebasis wat bereik wil word deur die VSLE, het geen effek gehad op kliënte se houding teenoor die VSLE nie. Verder, was dit bevind dat kliënte wat betrokke is by 'n bank wat 'n opwaarste VSLE implementeer (Capitec) verskil van die kliënte wat betrokke is by 'n bank wat 'n afwaarste VSLE implementeer (Absa). Capitec en Absa kliënte verskil in hul evaluasie van die betrokke bank se gehalte persepsie, status ooreenstemming, kommunikasie en handelsmerk evaluasie. Die grootste verskil tussen die twee steekproewe is by kommunikasie evaluasie en handelsmerk evaluasie. Daar is onder andere bevind dat Capitec kliënte hul bank beter evalueer as Absa kliënte. Hierdie bevinding kan verduidelik word deur die rigting van die twee banke se VSLE. Die gevolgtrekking is dat handelsmerkbeeld, ongeag die rigitng van die VSLE, beïnvloed word deur huidige kliënte se houdings teenoor die VSLE. Dus, moet bestuurders al die voordele en nadele in verband met 'n VSLE opgeweeg voordat 'n VSLE strategie geïmplemteer word.

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Leopold-George, Evelyn. "The response of the big 4 commercial banks to the financial inclusion imperative." Thesis, Stellenbosch : Stellenbosch University, 2012. http://hdl.handle.net/10019.1/97166.

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Thesis (MDF)--Stellenbosch University, 2012.
South Africa’s Financial Sector Charter of 2003 to 2008 contributed in many ways to financial inclusion of the excluded masses, resulting in a decrease in proportion of excluded excluded from over 50% in 2003 to 23.5% in 2010. Commercial banks around the world have been known to bank the unbanked or downscale using various models. The report investigates the motivation for commercial bank downscaling in South Africa, leading to the various models of downscaling chosen by the Big 4. The reports finds that commercial banks in South Africa are moving away from fragmented methods of engagement of the bottom of the pyramid due to the large market which exists at that segment. This market accounts for on average 50% of the banks’ clients which indicates that banks have been dealing with this market for some time. The recent rise of a Microfinance bank has been credited as the stimulus for the more aggressive approach that banks have taken in recent years. Bank employees believe they have the resources and support to explore models of serving the market profitably while external stakeholder to the bank believe the banks are not geared for the market due to their cost structures and mentality and are therefore not fully exploring the potential in the market.

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Mukora, Noreen C. "South Africa's Bank licencing prequirements in light of its banking sector liberalisation commitments under the general agreement on trade in services : a legal perspective." Diss., University of Pretoria, 2014. http://hdl.handle.net/2263/43669.

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Keet, Marius. "Investigation into the provision of service excellence in a selected bank in the Port Elizabeth metropole." Thesis, Port Elizabeth Technikon, 2000. http://hdl.handle.net/10948/31.

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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.

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Palmer, Lydia. "An evaluation of "on-line" banking web sites in South Africa to determine essential design criteria." Thesis, Rhodes University, 2004. http://hdl.handle.net/10962/d1007667.

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The use of the Web to carry out business on the Internet has become a viable option in all business sectors, and Internet banking in South Africa is no exception. The nature of business on the Internet in South Africa and the World is investigated. The extent of Internet banking in South Africa is ascertained and the expectations and perceived problems of online bankers are discussed. The importance of Human Computer Interface and Web Interface Design for successful business is promoted with a discussion of their guidelines and principles. Web Evaluation techniques and Tools are assessed and The "Gartner" Web evaluation tool is selected to evaluate the three bank Web sites. The results of the evaluation indicate that there are several generally well implemented design criteria used by all of the banks while some criteria are not implemented at all. Each bank is discussed individually to identify strong and weak features of their Web site design. Essential aspects of Web design have been proposed for inclusion during the design of "online" Banking Web sites.

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Botes, Kirsty. "An investigation into the service delivery by commercial banks in South Africa." Thesis, Bloemfontein : Central University of Technology, Free State, 2008. http://hdl.handle.net/11462/40.

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Mpunzana, Thandeka Deligence. "A critical analysis of communication and language practices prevalent between ABSA Bank (Empangeni) and their clients." University of Zululand, 2012. http://hdl.handle.net/10530/1264.

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A thesis submitted in fulfillment of the requirements for the degree of Master of Arts in Communication Science at the University of Zululand, South Africa, 2012.
Relationship in banking has become very competitive in the recent past, more especially in the aftermath of the recent global economic meltdown. Most of the major banks in South Africa are not only striving to improve the quality and quantity of their clientele but also to maintain their survival in the corporate market. Most relationship in banks focus on customer satisfaction and customer loyalty, however, the issue of language barrier is being neglected in many banking halls. South Africa hosts eleven official languages and it is obviously not feasible for one particular bank to embrace all these languages for customer service, however, there can be varied strategies for individual banks to cater for clients in specific locations. This thesis examines how particular banks cater for the language needs of its immediate community. The primary goal of this study is to examine the current quality of service offered by the banking sector in South Africa especially in terms of service delivery proposed by the banking code of practice (ABSA COBP).The clients and staff of a bank in Zululand (KwaZulu-Natal) provided valuable information for this study. The data was collected through the use of structured interviews of clients and staff members. The study is informative and insightful in that it infiltrates the responsibilities policy makers in communicating with clients. Furthermore, the study exposes provocative and controversial issues in communication policy and hopes to stir awareness within the banking sector to improve relationship banking. This ground-breaking study also demonstrates how challenges faced by the clients cause banks to fail to meet its intended purpose. This study also exposes provocative and controversial challenges which place our banking sector at risk of total annihilation if left unattended. The study speaks to issues of accountability such as: planning and decision making and the plight of the people of our nation.

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Roos, Jacques Thomas. "What role should the financial planners of ABSA Brokers play when ABSA Business Bank extends credit facilities to its SME customers?" Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/965.

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Thesis (MBA (Business Management))--Stellenbosch University, 2008.
ENGLISH ABSTRACT: Small and medium enterprises have an important role to play in the South African economy. The success of SME’s will lead to economic growth, that will play a major role in reducing unemployment in South Africa. It will also be the main driver for black economic empowerment. As elsewhere in the world one of the main problems that SME’s face is the need for finance and access to finance. Banks play a major role in providing finance to SME’s by providing different forms of finance to SME’s. The finance that the shareholders / directors can access in their personal capacity plays a critical role in the provision of finance to SME’s. Banks will require security when advancing credit facilities and the security that is offered by the shareholders / directors play an important role in the decision of banks to advance credit. The risk that the banks carry when granting credit facilities to SME’s is reduced when personal suretyships of the directors / shareholders are required. The personal assets of the shareholders / directors are used as security to obtain credit facilities for the SME’s. If the SME’s should fail, the banks will liquidate the personal assets of the directors / shareholders to settle the credit facilities that were granted to the SME’s. Customers are not aware of the dangers when signing surety. Banks have fiduciary duties towards their customers to inform them of any risks and what possible solutions might exist that will minimize the adverse financial effect of such risk consequences. If the surety should die, the bank will have the option to liquidate the assets of the sureties to settle the debts of the entities for which the surety has signed personal surety. Life cover can be affected on the lives of the sureties that will provide the necessary liquidity to settle the debts of the entities without the bank having to liquidate the personal assets of the sureties. Consumer protection has become widespread where the phrase caveat emptor has been replaced by caveat vendor – let the seller be aware. In addition to this the South African Government has also enacted legislation that banks have to adhere to that will lead to customers making informed decisions. The National Credit and the Financial Advisory and Intermediary Services Acts have been introduced to afford the customer more protection. The banking industry has adopted the Code of Banking Practice which places responsibility on the banks to fully disclose all risks to their customers. It is especially the surety, the person that provides security for the debts of others that now enjoys increased protection. The National Credit Act affords a surety the same protection as the principal debtor and the Code of Banking Practice also contains very specific references with regards to sureties. Banks have become a business and the traditional notion that holds that business ethics and absolute adherence to legislation, industry codes and its own code of ethics will have an adverse effect on business, no longer holds. Many reasons have been given by ABSA Bank as to why the financial planners of ABSA Brokers should not be part and parcel of each transaction where credit facilities are extended to their customers. The reality however is that the Financial Planners must be made part of the process when credit facilities are extended. The Financial Planners must provide a financial needs analysis to the customer that will enable the customer to make an informed decision as to whether to implement life cover or not. By making the financial planners part of the process ABSA Business Bank will ensure adherence to legislation, industry codes and most importantly, it will fulfill the fiduciary duty that it has towards its customers.
AFRIKAANSE OPSOMMING: Klein en medium ondernemings (KMO’s) speel ‘n belangrike rol in die Suid-Afrikaanse ekonomie. Die sukses van klein en medium ondernemings sal lei tot ekonomiese groei, wat sal bydra tot ‘n afname in werkloosheid in Suid Afrika. Dit sal ook die hoof drywer wees van swart ekonomiese bemagtiging. Soos elders in die wêreld is een van die hoofprobleme wat deur KMO’s in die gesig gestaar word die behoefte aan finansiering en die toegang tot finansiering. Banke speel ‘n belangrike rol in die verskaffing van finansiering deurdat finansiering in verskeie vorme aan KMO’s beskikbaar gestel word. Die finansiering wat aandeelhouers / direkteure in hulle persoonlike hoedanigheid kan bekom speel ‘n kritieke rol in die verskaffing van finansiering aan KMO’s. Banke vereis sekuriteit wanneer kredietfasiliteite beskikbaar gestel word en die sekuriteit wat deur die aandeelhouers / direkteure aangebied word speel ‘n belangrike rol in die banke se besluit om krediet te verskaf. Die risiko’s wat banke loop wanneer kredietfasiliteite aan KMO’s beskikbaar gestel word, word verminder wanneer persoonlike borgskappe van aandeelhouers / direkteure vereis word. Die persoonlike bates van die aandeelhouers / direkteure word gebruik as sekuriteit om kredietfasiliteite vir KMO’s te bekom. Indien die KMO’s sou misluk, sal die banke die persoonlike bates van direkteure / aandeelhouers te gelde maak om die kredietfasiliteite wat aan die KMO’s beskikbaar gestel was af te los. Kliënte is nie bewus van die gevare wat hulle loop wanneer hulle borgskappe verleen nie. Banke het fidusiêre pligte teenoor hulle kliënte om hulle in te lig aangaande enige risiko’s en watter moontlike oplossings daar bestaan wat enige nadelige finansiële gevolge sal beperk. Indien die borggewer tot sterwe sou kom, het die bank die opsie om die bates van die borggewer te gelde te maak om die skulde te delg van die entiteite waarvoor die borggewers persoonlike sekuriteite verskaf het. Lewensdekking kan aangegaan word op die lewe van die borggewers wat die nodige likiditeit sal verskaf om die skulde van die entiteite te delg sonder dat die persoonlike bates van die borggewers te gelde gemaak hoef te word. Verbruikersbeskerming geniet hedendaags voorrang waar die frase 'caveat emptor' - laat die koper op sy hoede wees - vervang is deur 'caveat vendor' – laat die verkoper bedag wees. Hiermee saam het die Suid-Afrikaanse regering ook wetgewing in plek gestel waaraan banke moet voldoen wat daartoe sal lei dat kliënte ingeligte besluite kan neem. Die Nasionale Kredietwet en die Finansiële Adviseurs- en Tussengangerswet is in werking gestel om meer beskerming aan die verbruiker te verleen. Die bank industrie het ook die Kode van Bankpraktyk aanvaar wat groter verantwoordelikhede op banke plaas om alle risiko’s ten volle aan hulle kliënte te openbaar. Dit is veral die borggewer, die persoon wat sekuriteit verskaf vir die skulde van ander persone / entiteite wat groter beskerming geniet. Die Nasionale Kredietwet bied aan die borggewer dieselfde beskerming as die hoofskuldenaar en die Kode van Bankpraktyk bevat ook spesifieke verwysing na die regte van borggewers. Bankwese het ‘n besigheid geraak en die tradisionele siening dat sake etiek en streng onderworpenheid aan wetgewing, industrie kodes en banke se eie etiese kodes ‘n negatiewe effek op besigheid sal hê, dra nie meer water nie. Verskeie redes is al deur ABSA Bank aangevoer oor hoekom die finansiële beplanners van ABSA Makelaars nie deel moet wees van elke transaksie waar krediet aan kliënte verleen word nie. Die realiteit is egter dat die finansiële beplanners deel van die proses gemaak moet word. Die finansiële beplanners moet ‘n finansiële behoefte ontleding aan die kliënt beskikbaar stel wat die kliënt in staat sal stel om ‘n ingeligte besluit te neem om lewensdekking te implementeer al dan nie. Deur die finansiële beplanners deel van die proses te maak verseker ABSA Besigheidsbank nakoming aan wetgewing en industrie kodes. Wat egter meer belangrik is, is dat die bank dan ook sy fidusiêre plig wat die bank teenoor sy kliënte het, sal nakom.

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Rasuba, Maanda. "Statistical relationship of customer behavioral characteristics in personal banking." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/1165.

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This study investigates the relationship of bank customers’ behavioural patterns based on the customers past transactions, with respect to their profile characteristics. The main aim of this study is to illustrate that different categories of customers (based on demographical variables such as race, gender and age) have statistically significant differences in behaviour, with respect to how they operate their accounts. A theoretical overview on the literature of customer relationship management in the banking sector emphasises the importance of understanding customers to ensure that a business is successful. Four null-hypotheses where formulated based on a general research hypothesis. The data base provided a major South African bank is used to achieve the objectives. Extensive cleaning of the data set was necessary to ensure the validity of the results. The data set had 7860 customer keys. The large data base used contributed to the reliability of the results. The following behavioural variables were used in the study namely, transaction data, average debit and credit transaction amounts and average number of transactions per month. The main results of study indicate that different customer categories have statistically significant differences in behaviour, with respect to how customers operate their accounts. This implies that it is important for the banking sector to consider customer gender differences, age differences and race group differences in the relationship strategies which they employ in their multicultural environment. Further research in the area may be necessary before generalisation can be made on all banking customers.

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Mququ, Mpumzi H. "A survey of customer satisfaction, expectations and perceptions as a measure of service quality in SANBS." Thesis, Rhodes University, 2006. http://hdl.handle.net/10962/d1003888.

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The purpose of the study is to evaluate the service quality that the SANBS provides to its customers, by measuring customers’ perceptions and their expectations of service quality provided by the supplier of blood transfusion services. The organization that is used for this study is the South African National Blood Service (SANBS). Specifically the study seeks to: 1. Determine the extent to which customers are satisfied or not satisfied with the service they receive from the SANBS using the ten-dimensional format of SERVQUAL model, modified to the specific service quality requirements of the blood transfusion service industry. 2. Establish customers’ perceptions of the service they receive using a multiple-item scale (SERVQUAL) for measuring consumer perceptions of service quality. 3. Establish customers’ expectations of the service, and compare them to their perceptions of the service they currently receive. The comparison is made along each service quality dimension, across different parts of same service on a geographical basis, and across different customer groups on a customer category (or type) basis. 4. Recommend implementation of appropriate service quality performance improvement procedures where necessary. Study design and methods: The data for the study came from the SANBS’ customer perception and expectation survey conducted in 2005. Questionnaires were sent out to hospitals that use products and services provided by the SANBS in the Eastern Cape and KwaZulu-Natal Provinces of South Africa. The questionnaire was based on the multiple-item SERVQUAL model for measuring consumer perceptions of service quality, modified and tailored to specific service quality requirements of the blood transfusion service industry. Questionnaires were sent out to 113 (69.3%) hospitals out of a total of 163 blood-utilizing hospitals in the two provinces. Of the 113 hospitals, 92 (81.4%) responded, with questionnaires rendered unusable. The final sample size is 88 and is included in the final study database. The data is analyzed by comparing different parts of the service on a geographical basis namely KwaZulu-Natal and Eastern Cape zones. The data is also analyzed by comparing different customer groups namely the Rural State Hospitals, the Urban State Hospitals and Private Hospitals. Results: The result confirms the research (alternative) hypothesis (H1 : μ1 ≠ μ2), and rejects Ho. The overall expectations ratings are higher than the perceptions ratings, and the KwaZulu-Natal expectations ratings are higher than the Eastern Cape ratings. The expectations of private hospitals and rural state hospitals have a higher rating than that of urban state hospitals and the perceptions of private and urban state hospitals have a higher rating than that of rural state hospitals. The largest service quality gap is the accessibility dimension which relates specifically to approachability and ease with which customers can access staff at different levels of the organization by e-mail, and includes accessing of knowledgeable blood bank personnel and medical staff of SANBS, but may also relate to the distance of hospitals from the nearest blood bank, all of which are situated in urban state hospitals. The mean difference for accessibility is the highest followed by the understanding customer mean difference. The mean differences for the other dimension categories are significantly less than that of the largest two dimensions, but not significantly different amongst themselves. The mean difference for rural state hospitals is the largest followed by private hospitals and urban state hospitals. The mean difference for rural state hospitals is greater than that for urban state hospitals in both zones, but the mean difference for private hospitals is greater in KwaZulu-Natal than in the Eastern Cape. The dimension means of differences for rural state hospitals are greater than that for urban state hospitals. According to the correlations between expectations and perceptions for different dimensions, there is a weak or no linear relationship between expectations and perceptions. Conclusion: This empirical study supports the literature on the provision of service quality, and concludes that there is a statistically significant difference or gap between the services offered by the SANBS as perceived by its customers, and the expectations of its customers. The study substantiates the need for management of blood transfusion services to take into account customer perceptions of service quality and their expectations, and upon identification of gaps, to implement appropriate service quality improvement processes, rather than take a one sided view of their (SANBS’) own perception of service quality.

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Rootman, Chantal. "An international comparative study on the relationship marketing and customer retention of retail banks : lessons for South Africa." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/1376.

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Despite the extensive research undertaken in the subject area of services marketing, much is still unknown to service providers of specific services in terms of firm-client relationships and how customer retention rates can be increased. This study attempts to address this limitation. The study revolves around the relationship marketing and customer retention of banks in South Africa, Canada and the United Kingdom (UK). Service firms, including banks, are vitally important to the economy of any country as they contribute to its Gross Domestic Product (GDP) (for example a 74 percent contribution in South Africa) and its employment rate. However, to survive in a complex, competitive business environment, service firms are required to focus on their clients’ needs. Banks can focus on their relationships with clients and measure their institutions’ success by considering their customer retention rates. When considering firm-client relationships and customer retention rates, it is important to gather and link the viewpoints of both clients and managers in order to ensure that firms perform according to clients’ needs. In order to establish the influence of selected variables on the relationship marketing and customer retention of banks, from the perspectives of both banking clients and managers, an empirical investigation was conducted. The primary aim of this study was to quantify significant relationships among selected variables; therefore the positivistic research paradigm was used. In addition, in designing the measuring instruments for the empirical investigation, the phenomenological paradigm was used. Thus, in order to use multiple sources of data, the strategy of methodological triangulation was adopted for this study. The samples consisted of banking clients and bank managers in South Africa, Canada and the UK. The empirical investigation conducted among banking clients revealed that significant positive relationships exist between six of the seven identified independent variables, namely communication, personalisation, empowerment, ethics, fees and technology, and banks’ relationship marketing. These relationships imply that, according to banking clients, if each of these aspects in banks improves, bank-client relationships would improve. The empirical investigation conducted among bank managers showed that managers only regard communication and fees as influencers of relationship marketing in banks. This result clearly indicated a difference in the viewpoints of banking clients and bank managers. In addition, the empirical investigation revealed that relationship marketing positively influences the customer retention of banks. This relationship implies that if a bank successfully maintains relationships with its clients, the bank’s customer retention rates will increase. Additionally, the empirical investigation revealed that the population group, education level and country of residence of banking client respondents exerted an influence on the perceptions clients have regarding banks’ relationship marketing and customer retention levels. If banking clients are African or are not educated with a qualification beyond secondary school level or are from Canada, they consider the relationship marketing of a bank to be more important and are more likely to be retained by banks. Generally, the study indicated that Canadian banking clients are more positive regarding the empowerment strategies and personalisation efforts of Canadian banks than South Africans are about those of South African banks. In addition, banking clients in the UK are more satisfied with the communication, fees and use of technology of UK banks than South Africans are about these aspects in South African banks. The study indicated that strategies to improve banks’ communication, personalisation, empowerment, ethics, fees and technology should be implemented by banks in ways to positively influence their relationship marketing and ultimately their customer retention. Strategies relating to each of these areas, successfully implemented by banks in Canada and the UK, are recommended to South African banks. In effect, these strategies will contribute to retail banks’ success, the competiveness in the banking industry, banking client benefits as well as the economic stability and prosperity of South Africa.

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Anani, Ajibola Plakunle. "Attracting and retaining customers in South Adrica's banking sector." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1532.

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The business environment and the economy of the society today are continuously witnessing the impact of globalisation. Telecommunication advancement and transportation has greatly made the impact of globalisation to be felt. Globalisation though argued to have its merits and its demerits have resulted in fierce competition amongst businesses. The banking industry is not isolated from these competitions. Any business wishing to survive and stay profitable in the recent world must be able to compete in the global economy. Hence, for any bank to sustain itself and remain profitable it must be able to withstand the competition in the environment it operates. To be able to compete in the banking industry means delivering better services to customers than competitors. This study presents how the South African banks can satisfy their customers and remain profitable in the face of competition. The South African banking industry consists of local and foreign banks and these banks compete for customers in the environment in which they are located. Increase in different branches by different banks has made the competition even fierce. In other to suggest recommendations for the South African banks to satisfy their customers and become profitable, the researcher identified some problem areas that need to be improved upon. These include customer loyalty, relationship banking and electronic banking. These variables were researched to understand how they affect the banks and the customers and where tested using both a qualitative and a quantitative analysis to ascertain if the customers were satisfied with the banks‟ approach of managing these variables. The results indicated that the customers were satisfied to a lesser extent. Any bank wishing to satisfy its customers and remain profitable in other to compete in the industry needs to satisfy the customer to a large extent. Therefore, recommendations where suggested based on the empirical results to help improve the banking industry‟s ways of attracting and retaining customers. The former will lead to customer satisfaction which again will lead to increased profitability.

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Ndlovu, Sinqobile Khobotho. "Have the continuous improvement (CI) efforts at Absa Bank's Horizon Medium Business Banking Unit, in the Gauteng West Region successfully addressed the key concepts of continuous improvement as set out by Trollip, 2008?" Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/904.

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Success in today’s highly competitive financial sector requires an organization to have a sustainable competitive advantage that would distinguish it from the rest. Products offered by financial organizations are naturally the same and the quality of service plays a critical role in terms of creating the much needed competitive advantage. This calls for the implementation of quality initiatives like Continuous improvement (CI). This paper investigates the extent to which CI efforts at the Horizon business unit of Absa corporate and business banking have successfully addressed the key concepts of CI set out by Trollip (2008). A literature survey was undertaken into the elements and benefits of CI. Questionnaires were sent to all employees of the business unit for their views on CI and the impact, they believe it has on the unit’s endeavors to deliver faster, defect free, innovative products/services, whilst achieving tougher goals. In conclusion the research paper led to recommendations to improve the CI efforts at the Horizon business unit. The research also confirmed the importance of the commitment of all employees is essential for the success of CI efforts in improving the quality of service offered by an organization.

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25

Davids, Marlon. "Financial regulation in South Africa : a case study on the implementation of the national credit act by the four big banks." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/5539.

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Thesis (MBA (Business Management))--Stellenbosch University, 2008.
ENGLISH ABSTRACT: The banking industry is one of the most regulated industries in the world. The majority of these regulations are drafted to provide protection to consumers and investors and to ensure the systemic stability of the economy. South African banks, like many of their international counterparts, face a plethora of financial regulation aimed at ensuring stability and protection. In addition to these regulations, South Africa's prior exclusionary policies have resulted in the post-democratic government prescribing additional regulation, in part to address the economic duality that exists within the South African economy and in part to offer adequate protection to the most vulnerable in the society. The National Credit Act (NCA) is one such piece of legislation that has introduced a new era of consumer credit regulation and practice, bringing about wholesale changes to the consumer credit industry. The NCA and more than 260 other financial regulations in South Africa have a significant impact on banks, with each piece of legislation resulting in banks having to adapt to the changing environment (Nyamakanga, 2007). Using the four big banks' implementation of the NCA as a case study, the present study aims to establish if an integrative change management strategy could assist banks in effectively implementing financial regulation. The following aspects of the banks' implementation of the NCA were researched: • Effectiveness of financial regulation. • Current barriers and challenges to the implementation process. • Effect of these challenges on banks. • Impact on staff and customers. • Methods used to overcome the challenges. • Future challenges of the NCA. • Support structures used during implementation. • Use of change management principles. • Recommended strategies for future regulatory changes. • Recommended changes to the NCA. Detailed interviews were conducted with the overall NCA project leaders of each of the four big banks, namely, Absa, FNB, Nedbank and Standard Bank. The method of content analyses was used to analyse the qualitative data collected through in-depth interviews and the outcomes thereof formed the basis of the conclusions drawn. The study found that there were numerous challenges that the banks faced during the implementation of the NCA, the most common and significant as recognised by the population include, the magnitude of the Act, difficulty in interpreting the Act, the process of debt counselling and the associated costs of implementation. The study further found that using the principles of change management enhanced the banks' ability to implement the NCA. Conclusions drawn on the present study are confined to desktop research and semi-structured interviews conducted with the participating banks. It might be useful for future studies on the subject to include a broader population base which focuses on additional pieces of financial legislation in order to further enhance the findings of the present study.
AFRIKAANSE OPSOMMING: Bankwese is tans een van die mees gereguleerde industriee ter wereld. Die meerderheid van hierdie regulasies is ontwerp vir die beskerming van verbruikers en beleggers asook om die sistemiese stabiliteit van die ekonomie te handhaaf. Suid-Afrikaanse banke, soos talle van hul oorsese teenstukke, verduur talle finansiele wetgewing gemik op beskerming en stabiliteit. Die gewese uitsluitende Suid-Afrikaanse wette het veroorsaak dat die huidige demokratiese regering addisionele wetgewing voorskryf, gedeeltelik om die tweesydige Suid-Afrikaanse ekonomie aan te spreek en gedeeltelik om genoegsame beskerming aan die kwesbaarste van die gemeenskap te bied. Die Nasionale Krediet Wet (NKW) bied 'n nuwe era van verbruikerswetgewing en -praktyk aan wat terselfdertyd grootskaalse veranderinge op die verbruikers krediet bedryf teweegbring. Die NKW tesame met meer as 260 ander Suid-Afrikaanse finansiele wetgewing het 'n groot uitwerking op banke, met elke wet wat veroorsaak dat banke moet aanpas by die veranderlike omgewing (Nyamakanga, 2007). Deur om die vier groot banke se uitvoer van die NKW as 'n gevallestudie te gebruik, is die doel van hierdie studie om vas te stel of 'n geintegreerde veranderingsbestuurstrategie banke kan help met die doeltreffende uitvoering van finansiele wetgewing. Die volgende aspekte van die banke se uitvoering van die NKW is ondersoek: • Doeltreffendheid van finansiele regulasie. • Huidige versperrings en uitdagings tot die uitvoeringsproses. • Uitwerk van uitdagings op banke. • Uitwerking op personeel en verbruikers. • Metodiek gebruik om uitdagings te bowe te kom. • Toekomstige uitdagings van die NKW. • Ondersteunende strukture gebruik tydens uitvoering. • Gebruik van veranderingsbestuurbeginsels. • Aanbeveling van strategiee vir toekomende wetgewende veranderings. • Aanbeveling van veranderings tot die NKW. 'n Volledige onderhoud is gevoer met die projekleiers van elk van die vier groot banke, naamlik, Absa, FNB, Nedbank en Standard Bank. Inhoudsanalise was gebruik om die kwalitatiewe data te analiseer en die uitkoms daarvan vorm die basis van die gevolgtrekkings. Die studie dui aan dat banke baie uitdagings getrotseer het gedurende die uitvoer van NKW, die gewigtigste en algemeenste SODS herken deur die bevolking sluit in, die grootte van die Wet, moeilikheid in vertolking van die Wet, die skuldberadingsproses en die begeleidende koste van wetstoepassing. Die studie dui verder dat die beginsels van veranderingsbestuur banke se vermoe om die NKW uit te voer verbeter. Gevolgtrekkings aangaande die huidige studie is beperk tot "desktop" navorsing en half-gestruktureerde onderhoude met die deelnemende banke. Dit mag van waarde wees vir toekomstige studies om 'n bree bevolkingsbasis in te sluit met addisionele finansiele wetgewing wat die bevindings van die huidige studie kan bevorder.

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26

Nortier, Charene. "The role of the South African regulatory authorities in combating money laundering and terrorist financing perpetrated through alternative remittance systems." Diss., University of Pretoria, 2010. http://hdl.handle.net/2263/27922.

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Money Service Businesses provide people and institutions with a way to send money (remit) from one place to another. This service is most often associated with migrants, who typically wish to send money or value home. Remittances can be sent both on a domestic and on a cross-border basis. The methods used to remit money or value can be used for both legitimate and illegal purposes. The question posed by this research is whether the Money Service Businesses that operate in South Africa and provide crossborder remittance services are adequately regulated, to ensure that it is not used for the purposes of money laundering and/or terror financing. Copyright
Dissertation (MPhil)--University of Pretoria, 2010.
Accounting
unrestricted

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Cupp, Nicole Leshaan. "Perceptions on the use of social media in the banking industry." Thesis, Nelson Mandela Metropolitan University, 2015. http://hdl.handle.net/10948/5489.

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As banks operate in a competitive environment, it is important for managers and marketers to identify how customer satisfaction and customer retention levels can be can be improved through social media aspects. Although models of customer satisfaction and customer retention have been well researched for client products/services, the literature available on social media as a marketing tool is limited in quantity compared to other more established areas of marketing. This research study reviews existing literature on the banking industry in terms of its characteristics and challenges. Literature on customer satisfaction and customer retention as relevant to the banking industry is reviewed, as well as how social media aspects can improve customer satisfaction and customer retention. Thus the primary objective of this study is to identify the social media aspects (benefits, clients’ trust and content) that influence the intervening variable (customer satisfaction) and dependent variable (customer retention) in the banking industry. An empirical investigation was undertaken to establish whether the independent variables; namely benefits, clients’ trust and content as related to social media can possibly influence customer satisfaction and ultimately customer retention in the banking industry. A positivistic research paradigm was followed for this study. Quantitative data was gathered by distributing questionnaires to a sample of bank clients and managers. The sample size consisted of 150 bank clients and 30 bank managers in the Nelson Mandela Metropolitan area in South Africa. The questionnaires were statistically analysed using the computer programmes Microsoft Excel and Statistica Version 12.0. The validity of the study was measured by utilising Exploratory Factor analysis. Cronbach’s Alpha correlation coefficients were calculated to measure the reliability and internal consistency of the measurement instrument of this study. Data was analysed in four phases. Descriptive statistics concerning the respondents and variables were calculated for this study. The validity of the measuring instrument was tested by performing EFA to consider construct validity. Thereafter, the internal reliability of the data was assessed using Cronbach’s Alpha correlation coefficients. Pearson’s product-moment correlation coefficients and multiple regression analyses were calculated. Through multiple regression calculations, the relationships predicted by the four hypotheses were analysed. Finally, t-tests and analysis of variance (ANOVA) tests were conducted. The empirical investigation revealed that significant positive relationships exist between the independent variables benefits, trustworthy content and the intervening variable customer satisfaction, as well as between these two independent variables and the dependent variable customer retention. From the empirical results it was concluded that if banks offer benefits and trustworthy content to their clients through social media channels, clients are likely to be satisfied with and retained by their bank. This study established and confirmed the significant positive relationship that exists between customer satisfaction and customer retention in the banking industry. All bank managers and marketers will benefit from the empirical results as well as the recommendations of this study on how to improve customer satisfaction and customer retention through social media channels which will ultimately improve the performance of banks.

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28

Maphakisa, Motaboli David. "Effectiveness of ABSA business bank's customer relationship management practices in maintaining loyalty among customers in the Eastern Cape province." Thesis, Bloemfontein: Central University of Technology, Free State, 2014. http://hdl.handle.net/11462/273.

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Thesis (M. Tech. (Business Administration )) - Central University of Technology, Free State,
Traditionally, commercial banking in South Africa has been dominated by the big four namely Amalgamated Banks of South Africa (ABSA), First National Bank (FNB), Nedbank, and Standard Bank. Although still dominated by the big four, other smaller banks such as Capitec and African Bank have made inroads into retail banking. This situation arose due to liberalization of the financial services sector since democratisation in South Africa in 1994 which has paved the way for proliferation of the banking industry. This has in turn led to intense competition among banks for customers. Banks in South Africa therefore have the uphill task of retaining their existing customers whilst acquiring newer ones. As a result, South African banks are being compelled to become more customer focused/ oriented. Meanwhile, a key component of most initiatives to become more customer-oriented is the successful implementation of customer relationship management (CRM). A compelling view of CRM is that organisations generate a great deal of data about customers that they can use to build customer profiles in order to serve them better. South African banks therefore need to adopt and implement innovative CRM strategies to maintain a competitive edge in the marketplace. Most banks have a section that only deals with business clients. This is referred to in banking parlance as Business Banking. One of the critical elements of Business Banking is the high level of relationship banking – a service designed to meet the financial needs of clients through the development of a long-term relationship. This type of service delivery is unique and expensive compared to the traditional retail bank delivery system. As a result, the bank must be in position to monitor the profitability of each relationship to ensure that the right clients are serviced in the right way and are meeting the required value proposition. Therefore, if the South African banks in general need to adopt and implement effective CRM strategies, then the need is even greater for the Business Banking section in order to survive in the marketplace. Absa Business bank went through an operating model change in 2011 which necessitated some structural changes including changes in its CRM practices. Mindful of the value of retaining existing customers and attracting new ones, Absa would want to know whether its current CRM practices are effective in ensuring that customers become more loyal to Absa business bank. In general terms, this study investigated the concept of CRM and its influence on customer loyalty and retention. Specifically, the study investigated Absa Business Bank’s CRM practices in relation to customer loyalty and retention using primary data from employees, management, and customers from the Eastern Cape Region in South Africa. The results of the study are very revealing. Among others, the study shows that bank staff commitment to offering excellent service; building trust with customers; communicating with customers in a timely manner; and proactive conflict handling are important for bank image, customer word-of-mouth behaviour towards the bank and these ultimately influence bank customer retention and loyalty. On the basis of evidence from the study it is safe to conclude that customer loyalty can be attributed to CRM and more specifically those aimed at building trust, demonstrating commitment to service, communicating with customers in a timely, reliable and proactive fashion, and handling conflict efficiently. This report contains the major findings of the study alongside recommendations for practice and further research.

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Burger, Bertus Roux. "Bank Rescue in South Africa." Diss., University of Pretoria, 2017. http://hdl.handle.net/2263/65725.

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The 2008 Global Financial Crisis has revealed the importance of maintaining financial stability. A big threat to the maintenance of financial stability is however bank failure. Especially if a bank is systemically important due to its size and interconnectedness it may propagate contagion and bank runs and trigger the collapse of a whole financial system. It is therefore pertinent that the issue of bank failures be addressed, preferably by extending assistance to such a failing bank where appropriate. In South Africa bank rescue is currently facilitated in terms of section 69 of the Banks Act 94 of 1990 that provides for the Minister of Finance, on recommendation by the Registrar of Banks, to appoint a curator for a bank that is unable to pay its debts as they become due. The process of curatorship is however deficient when it comes to dealing with banks that are failing but of which some part may be rescued. This deficiency was revealed during the rescue of African bank when some innovative amendments had to be effected urgently to the Banks Act by means of the Banks Amendment Act 3 of 2015. This dissertation explores the concept of curatorship and how the curatorship process and powers of the curator was changed as a result of the problems posed by the collapse of African Bank. It looks into the restructuring of the bank and also discusses the complimentary process of the investigation into the affairs of a failing bank as set out in section 69A of the Banks Act. The dissertation further looks into international developments in the context of the prevention and mitigation of bank failures. Spesific regard is had to the Financial Stability Board's Key Attributes of Effective Resolution Regimes for Financial Institutions, pointing out that the rescue of African Bank actually comprised of bank resolution rather than curatorship in the strict sense.
Mini Dissertation (LLM)--University of Pretoria, 2017.
Mercantile Law
LLM
Unrestricted

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30

Rootman, Chantal. "The influence of customer relationship management on the service quality of banks." Thesis, Nelson Mandela Metropolitan University, 2006. http://hdl.handle.net/10948/400.

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Despite the extensive research undertaken in the subject area of services marketing, much is still unknown to service providers of specific services in terms of service delivery concepts. This study attempts to address this limitation. The study revolves around the customer relationship management and service quality of banks. Service firms, including banks, are vitally important to the economy of any country, as they contribute to its Gross Domestic Product (GDP) and employment rate. However, to survive in a complex, competitive business environment, service firms are required to focus on their clients’ needs. Specifically, banks can focus on their relationships with clients and levels of service quality. In order to establish the influence of selected variables on the customer relationship management (CRM) of banks and the influence of CRM on the service quality of banks, an empirical investigation was conducted. The aim of this study was to quantify significant relationships among selected variables; therefore the positivistic research paradigm was used. The sample consisted of banking clients in the Nelson Mandela Metropolitan area. The sample size was 290, with a response rate of 91.03%. The empirical investigation revealed that significant positive relationships exist between both the knowledgeability, and attitude, of bank employees and a bank’s CRM. These relationships imply that more extensive knowledgeability of bank employees and bank employees with more positive attitudes lead to improved, maintained relationships between a bank and its clients. In addition, the empirical investigation revealed that CRM positively influences the service quality of banks. This relationship implies that if a bank successfully maintains relationships with its clients, the bank’s level of perceived service quality would increase. Additionally, the empirical investigation has shown the relationship between a banking client’s age and the CRM of a bank. The higher the age of a banking client, the more that client considers the CRM of a bank to be important. There exists a relationship between a banking client’s education level and the perceived service quality of a bank. If a banking clients’ education level increases, the importance of their bank’s service quality decreases and, conversely, a banking client with a lower level of education regards the service quality level of a bank as more important than higher qualified clients. The study indicated that strategies to improve, specifically, the knowledgeability and attitude of bank employees can and should be implemented by banks in ways to positively influence their CRM and ultimately their service quality. In effect, this will increase client satisfaction and ensure client loyalty to the bank. Ultimately, this will contribute to the bank’s success, which will ensure economic stability and prosperity for a country.

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31

McMurray, Helen F., and Helen F. McMurray. "Phytoplankton production in Agulhas bank waters (South Africa)." Master's thesis, University of Cape Town, 1989. http://hdl.handle.net/11427/23663.

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Carbon-14 measurements of community and size- fractionated production in continental shelf waters of the Agulhas Bank (South Africa) are presented. Auxiliary measurements included chlorophyll α, nitrate concentrations and thermal profiling of the water column. During the winter and spring surveys, the mixed layer extended deeper than the euphotic zone, with nitrate and phytoplankton biomass being evenly distributed through the euphotic zone. Production maxima occurred at the 40 - 90 % surface irradiance light depths, with some evidence of surface photoinhibition. All surveys during summer months (December - March) showed a thermally stratified euphotic zone (ZeuO.5%/Zm = 1.1 - 2.2), with a well deformed nitracline within the thermocline. A subsurface chlorophyll maximum closely associated with the region of maximum nitrate gradient (3 - 10 % surface irradiance) was typical of summer measurements. Subsurface chlorophyll α concentrations were lower in western Agulhas Bank waters (0.5- 6 μg.l⁻¹) than in eastern Agulhas Bank waters (l- 15 μg.l⁻¹). Highest subsurface chlorophyll α concentrations (15- 40 μg.l⁻¹) were measured during the late summer survey (March 1986) at the Alhard Banks station in a strongly stratified water column. For profiles showing a very well developed subsurface chlorophyll maximum, the production maximum occurred at or slightly shallower than the depth of the chlorophyll maximum. In western Agulhas Bank waters, during surveys when a shallow (<30m) thermocline persisted, production maxima at 90 and 100% surface irradiance intensities were frequently observed. Integrated production values ranged between 70 and 1390 mgC.m⁻².h⁻¹. Minimum areal production rates were observed during winter (July), whilst maximum rates were measured during late summer (March). High euphotic zone production was also measured during the spring survey in western Agulhas Bank waters (347 mgC.m⁻².h⁻¹), associated with the stabilising of the water column after winter mixing. The <15 μm size-fraction was observed to account for much of total production (62-97%) during conditions of deep mixing in winter and a deep upper mixed layer during summer. During the spring survey and those surveys where a shallow (<35m) thermocline persisted, production was predominantly by the netplankton > 15 μm size-fraction (60- 87 %). Periods of enhanced netplankton growth may be crucial for the sustaining of the large biomass of spawning anchovy present in western Agulhas Bank waters. Vertical profiles, the subsurface chlorophyll and production maximum and size-fractionated production measurements are discussed with relevance to the control of phytoplankton production and potential trophic fluxes in Agulhas Bank waters.

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Govender, Krishna K. "Managing service quality by managing the service encounter : a case study of commercial banks in South Africa." Doctoral thesis, University of Cape Town, 2001. http://hdl.handle.net/11427/5817.

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Bibliography: p. 167-193.
This research examined the influence of two socialization strategies, namely Formal and Informal, on the participants in the service encounter; more specifically on service quality. A mail survey by means of self administered questionnaires was conducted among a matched sample of 210 front-line employees and 1050 customers in three major commercial banks with national branch networks in South Africa.

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Thulare, Tshepo. "A critical analysis on bank failures in South Africa." Diss., University of Pretoria, 2019. http://hdl.handle.net/2263/77439.

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There are certain financial institutions that are considered to be systemically important financial institutions – which means that these institutions are of such a large scale that should they fail, it would disrupt the financial sector due to their complex nature and interconnectedness amongst other sectors of the economy and this could lead to bank runs and ultimately financial instability. As a result thereof, government authorities would need to step in and provide financial support to prevent the imminent threat associated with the possibility of bank failure. Thus, this dissertation aims to investigate and explore the common reasons and factors that contribute to banking institutions; inability to achieve or maintain financial stability in South Africa, subsequent to our democracy in 1994. The dissertation will further explore the regulatory policy frameworks and the measures put in place to rescue banking institutions. The focus will be on the Banks Act. 94 of 1990, particularly section 68, which facilitates the procedure for winding up of a bank, and sections 69 and 69A, which facilitate the procedure for placing a bank under curatorship. This dissertation will also analyse the cases of African Bank and VBS Mutual Bank which recently fell into hardships, as well as the amendments implemented in terms of the Banks Amendment Act 3 of 2015. Furthermore, the dissertation will highlight the importance of the South African Reserve Bank (SARB) and its evolution as a central bank. The changing roles of the SARB and the powers and responsibilities vested in it in terms of the South African Reserve Bank Act 90 of 1989, the Banks Act 94 of 1990, the Constitution of South Africa Act, 1996 and the Financial Sector Regulation Act 9 of 2017 will be explored in so far as the financial stability mandate is concerned. And finally, the new developments in the South African financial sector will be discussed: the shift to a Twin Peaks model, the Financial Sector Regulation Act and the powers of the Resolution Authorities.
Mini Dissertation (LLM)--University of Pretoria, 2019.
Mercantile Law
LLM
Unrestricted

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34

Dlamini, Samuel Nkosinathi. "Bank credit extension to the private sector and inflation in South Africa." Thesis, Rhodes University, 2009. http://hdl.handle.net/10962/d1002693.

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This study investigates the contribution of bank credit extension to the private sector to inflation in South Africa, covering the period 1970:1-2006:4. The long-run impact of bank credit on inflation is investigated by means of the Johansen co integration model. The short-run ynamics of the inflation is subsequently modelled by means of the Vector Error Correction Model (VECM). Using the Johansen methodology, the study identifies two co integrating equations linking inflation and its eterminants. The results suggest that the long-run relationship between inflation and bank credit to the private sector is negative and statistically significant at 10% level. The determinants that are significant at 5% level are: money supply, real gross domestic product, the money market rate, rand/dollar exchange rate and imports. The results are consistent with previous findings. The speed of adjustment in response to deviation from the equilibrium path was found to be negative at 10.56% per quarter, which is consistent with findings by Ohnsorge and Oomes (2003) for Russia. Both the signs and the magnitude of the coefficients suggest that the co integrating vector describes a long-run inflation equation. The impulse response functions confirm the theoretical expectations except for the import prices. The most persistent and significant shocks observed are on impulse response functions of money supply and bank credit to the private sector. The variance decomposition results also suggest that inflation responds quicker to innovations from money supply and the money market rate. The overall results provide evidence that the surge in inflation is associated with an increase in money supply as well as the instability in exchange rate. The effects of exchange rate fluctuation on inflation are reflected through changes in import prices. Based on the results we conclude that an increase in bank credit during the period 1970:1-2006:4 had a negative mpact on inflation in South Africa.

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35

Sichei, Moses Muse. "South Africa-US intra-industry trade in services." Thesis, Pretoria : [s.n.], 2005. http://upetd.up.ac.za/thesis/available/etd-09262005-124632.

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Ntsobi, Mfanelo Patrick. "Privatisation of prisons and prison services in South Africa." Thesis, University of the Western Cape, 2005. http://etd.uwc.ac.za/index.php?module=etd&action=viewtitle&id=gen8Srv25Nme4_7700_1181896202.

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The privatization of public prisons has caused much controversy in South Africa as well as internationally. However, it should be noted that the level of resistance to privatisation within the South African context has been minimal by international standards. It is not clear what might have contributed to this quiet approach given the fact that there are many anti-privatisation campaigns driven by the labour movement and civil society groups in South Africa. This research investigation focused on the privatisation of prisons and prison services in South Africa and has explored the various advantages and disadvantages that exist in this respect.

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Nieuwoudt, M. M. "The strategy of PSG investment bank." Thesis, Stellenbosch : Stellenbosch University, 2003. http://hdl.handle.net/10019.1/49391.

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Thesis (MBA)--Stellenbosch University, 2003.
ENGLISH ABSTRACT: PSG Investment Bank started out of the PSG Group in 1998. It was a successful enterprise that was rated highly by the public, institutions and employees. Through 1999, there was a struggle on executive level over the strategy that PSG Investment Bank should follow. The struggle culminated in 2000 with the resignation of the founder of PSG Investment Bank. The remaining executives put their strategy in action during 2000 and 2001. External factors made the environment difficult during late 2001 and 2002 and PSG Investment Bank was not able to respond in such a way that it could ensure its own survival. PSG Investment Bank was sold to Absa in August 2002, resulting in PSG Investment Bank's closure and delisting in 2003. This study examines the strategy of PSG Investment Bank through its life according to a model for strategic management put forward by Burger (2000). The vision of PSG Investment Bank, the external environment that influenced PSG Investment Bank and the internal environment of PSG Investment Bank are analysed as well as the strategic issues and options utilised by PSG Investment Bank. The conclusion of the study is that PSG Investment Bank faced a tough external environment that needed a strong internal environment to be able to survive. By not managing the most important internal resources, the employees, correctly, management lost the ability to ride out the storm brought about by the external circumstances and were left with few strategic options but to sell PSG Investment Bank.
AFRIKAANSE OPSOMMING: PSG Beleggingsbank is in 1998 uit die PSG Groep gebore. Dit was 'n hoogs suksesvolle onderneming wat deur die publiek, institusies en werknemers gerespekteer is. Deur die loop van 1999 was daar 'n stryd op topbestuursvlak oor die strategie wat PSG Beleggingsbank moes volg. Hierdie stryd het in 2000 die bedanking van die stigter van PSG Beleggingsbank tot gevolg gehad. Die oorblywende bestuurders het hulle strategie gedurende 2000 en 2001 in werking geplaas. Eksterne faktore het die omgewing moeilik gemaak gedurende laat 2001 en 2002 en PSG Beleggingsbank kon nie daarin slaag om sodanig op te treë om sy eie oorlewing te verseker nie. PSG Beleggingsbank is in Augustus 2002 aan Absa verkoop wat veroorsaak het dat PSG Beleggingsbank gedenoteer is en sy deure tydens 2003 gesluit is. Hierdie studie ondersoek die strategie van PSG Beleggingsbank deur die loop van die onderneming se lewe aan die hand van 'n model vir strategiese bestuur soos voorgestel deur Burger (2000). Die visie van PSG Beleggingsbank, die eksterne omgewing wat PSG Beleggingsbank beïnvloed het en die interne omgewing binne PSG Beleggingsbank sowel as die strategiese kwessies en keuses wat PSG Beleggingsbank uitgevoer het, word bestudeer. Die slotsom van die studie is dat PSG Beleggingsbank 'n moeilike eksterne omgewing ondervind het wat 'n sterk interne omgewing benodig het om in te oorleef. Deur nie sy belangrikste interne hulpbron, sy werknemers, reg te bestuur nie, het die bestuur die vermoë verloor om die storm wat deur eksterne faktore veroorsaak is, uit te sit en het met min strategiese opsies oorgebly anders as om PSG Beleggingsbank te verkoop.

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38

Ward, Philip Henry. "The relationship between innovation and leadership in First National Bank of South Africa." Thesis, Rhodes University, 2009. http://hdl.handle.net/10962/d1004306.

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This research investigates the relationship between innovation and leadership in First National Bank in South Africa. In an information age paradigm, innovation is a key driver of organisational success. Innovation allows an information age company to create a sustainable competitive advantage over its competitors. First National Bank (FNB) has recognised the need for innovation and measures the amount of innovation generated in each business unit on an annual basis. Leadership is a key factor influencing innovation in large, multi-segment organisations, particularly transformational leadership. Large multi-segment organisations often have multi-functional teams and transformational leadership of these teams more effectively promotes innovation. Large multi-segment organisations also often have complex decision making processes. Transformational leadership ensures optimal innovative decisions rather than adequate decisions are reached. FNB is a multi-segment organisation comprising ten business units each headed by a Chief Executive Officer (CEO). The relationship between the level of innovation being generated annually by each business unit and the leadership style of the business unit CEO formed the focus of this research. The Multifactor Leadership Questionnaire was used to gather information on the leadership style of each CEO's. Data on the level of innovation within each of these business units was supplied by First National Bank. Data was statistically analysed against the innovation generated by each business unit using correlation analysis. Most of the results testing the relationship between transformational and transactional leadership and innovation were found not to be significant. This contradicts the theory which suggests a positive relationship between transformational leadership and innovation.

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Musengi, Sandra. "The role of bank finance in small firm growth : a case study." Thesis, Rhodes University, 2003. http://eprints.ru.ac.za/2317/1/MUSENGI-MCom-TR03-75.pdf.

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Strydom, Masunet. "The status of employees employed by temporary employment services." Thesis, Nelson Mandela University, 2017. http://hdl.handle.net/10948/13680.

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The traditional employer-employee relationship came under an increased threat the past two decades with employers finding the option of utilising the services of Labour Brokers more attractive. Various reasons existed for this tendency amongst employers to opt for the use of Labour Brokers, some of these reasons being valid but mostly some reasons being born out of fear for the unknown labour law duties and obligations that were proposed to be placed on employers post 1994. In the absence of an action plan between the role players in the labour fraternity pathing the way traditional employer-employee relationships could be salvage, employers resorted to the appointment of Labour Brokers and Government on their part retaliated by considering either the total ban of Labour Brokers or the regulation of the profession to such an extent that same became largely unattractive and problematic. The non-addressing of problems and fears faced with by employers post 1994 resulted in an opportunity waisted to narrow the gap between employers and employees with the fight over work force power being the more important factor taken into consideration. This treatise will explore the options that faced the roll players post 1994 in the labour market, the reason for choices made and the effect same has had since on the labour market. The problematic amendments made to Section 198 of the Labour Relations Act in an attempt to iron out the wrinkles poor choices made by the stake holders over the regulations of Labour Brokers, will be discussed. The ripple effect the amendments to Section 198 of the Labour Relations Act had on other pieces of South African legislation will be considered and the uncertainty and confusion it has created discussed. Specific attention needs to be drawn to the intention of the legislature as to which party, the Labour Broker or employer, will be responsible for the ramifications of the wrong doings of an employee. Also, which party will be responsible to the employee to fulfil its labour rights as granted in the Constitution of South Africa. Unleashing reaction to the regulations of Temporary Employment Services does not seem to be a problem, the problem arises where the regulations proposed did not unleashed the desired reaction and roll players finding themselves frustrated and with having no alternative as to turn the Courts to solve the largely self-inflicted conundrum. The courts are left with the task of clarifying the legislature’s true intension in amending section 198 of the Labour Relations Act, which impact the writer with all due respect do not think the legislature even appreciated when the amendments were drafted. Currently, there is dividing views on the future of Labour Brokers per se in South Africa and the interpretation concerning Section 198 of the Labour Relations Act, as amended. The focus of this treatise is to highlight the different interpretations given to these amendments this far and highlight that if it is in fact the wish of stake holders in the Labour fraternity that Labour Brokers should continue to exist, clarification is needed by our Constitution Court on certain vital issues and as discussed in this treatise.

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Van, Drimmelen Govert Cornelis. "The relationship between service delivery to low income customers and sustained growth within Capitec Bank." 2014. http://encore.tut.ac.za/iii/cpro/DigitalItemViewPage.external?sp=1001545.

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M. Tech. Business Administration
Review of literature shows that traditional commercial banks in South Africa do not serve low-income earners, micro-entrepreneurs and the poor (collectively referred to as the unbanked population), mostly due to the high cost involved in rendering such services to the poor. South Africa's unbanked population is estimated to be more than 13-million people who have no access to either banking or insurance products. But it appears as if the big four banks have been slow to tap into this potential, preferring to battle for market share among existing customers, competing for a larger slice of an existing cake. At the same time, Capitec Bank is trying its best to fill the gap left open by the big four South African banks. The objective of this research is to explore the innovative banking services and products that have been developed by Capitec Bank with a view to be of service to the unbanked population of South Africa.

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Watt-Pringle, Susan Mary. "The performance management of customer orientation in bank treasuries." Thesis, 1997. https://hdl.handle.net/10539/26519.

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A RESEARCH REPORT PRESENTED TO: THE UNIVERSITY OF THE WiTWATERSRAND BUSINESS SCHOOL. IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE MASTERS OF MANAGEMENT DEGREE IN HUMAN RESOURCES MANAGEMENT, UNIVERSITY OF THE WITWATERSRAND.
This study attempts to establish what bank treasury dealers are measured and rewarded on in general, and more specifically whether customer orientation factors are included as criteria of measurement and reward in the performance management process, Furthermore, this study attempts to establish the !evel of customer orientation in bank treasuries by utilising the Narver and Slater Marketing Orientation Scale (1990) and then makes a comparison between that level and the degree to which it is managed by the pertormance management process in terms of both recognition and reward. To achieve this, a study was undertaken in two commercial banks and one merchant bank with a sample size of 70. A trIangulated study was undertaken with the initial qualitative phase consisting of pilot interviews with three senior treasury managers, one from each bank, as well as an independent treasury consultant. Thereafter the quantitative study was undertaken utilising questionnaires distributed to each bank. The median, range and mean were utilised to determine whether or not customer orientation is included as a criteria of firstly, measurement and secondly reward in the performance management process. Thereafter, the ANOVA technique was used to determine the significance of the differences in the means. Sheffe's test of Multiple Palrwise Comparison of Means was then used to determine which means were different. The Spearman rank-order correlation was used to analyse the relationship between the level of customer orientation as per the Narver and Slater Market Orientation Scale (1990), against firstly what the respondents are measured on in their performance management process and secondly, what they are rewarded on. The findings generally indicate that some (but not all) of the customer orientation factors, are included in the performance rnanaqement process in South African bank treasuries to varying degrees.
Andrew Chakane 2019

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Matsoha, Edith Likeledi. "The impact of Mzansi on the performance of ABSA." Thesis, 2010. http://hdl.handle.net/10413/9528.

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The purpose of this study was to determine the impact of Mzansi account initiative on the performance of the Amalgamated Banks of South Africa (ABSA). Mzansi account is a national entry level bank account that was launched in October 2004. The Mzansi bank account was established to cater for the previously disadvantaged people, living in remote and rural areas of South Africa. The Mzansi account is a product of the voluntary commitment by the Financial Services Sector as a response to the Government effort to address inequalities of the past. Historically, banks among other service providers did not actively offer banking services to poor people, especially those who lived in the rural and remote areas. This study examined how ABSA, in particular, reacted to Mzansi account conceptualization. The study also looked at the financial and non-financial impact of the implementation of the Financial Services Charter Initiative since 2004 until 2008. While the study focused on the charter since its conceptualisation, it also tracked the performance of ABSA a year before the charter which is the year 2003. Lastly, the study intended to evaluate the performance of ABSA, its macro and micro environment and the present day business environment within the FSC initiative scenario. The data collection for the study was acquired through literature review, observational study and case study research methodology. Findings of this study show that Mzansi initiative was found to have been a worthwhile initiative that has reached millions of low income people, who now have access to banking facilities and a formal banking instrument. However, the Mzansi initiative has not added a markedly value to the performance of ABSA bank.
Thesis (MBA)-University of KwaZulu-Natal, Westville, 2010.

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Khoza, Mpucuko Armstrong Ezekiel. "An empirical analysis of bank performance and regulatory requirements in South Africa." Diss., 2020. http://hdl.handle.net/10500/27028.

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This study examined the nexus between bank performance and regulatory requirements in South Africa. The panel regression approach was used, which applied panel data from 12 banks that were registered in terms of the Bank Act 94 of 1990 over the period 2009 to 2019. A quantitative research approach was used to investigate the nexus between bank performance, bank regulations, bank-specific factors and some macroeconomic factors. A regression analysis was conducted on four bank performance ratios using pooled ordinary least square regression, fixed effects, random effects and generalised methods moments. The two-step generalised system methods of moments approach was preferred over the other methods because it eliminated the problem of endogeneity. The results showed that capital adequacy and size have both a positive and negative significant effect on bank performance, while interest rates, non-performing loans, liquidity coverage ratios and net stable funding ratios had a negative and significant effect on bank performance. The study concluded that South African banks could enhance their performance by tightening their credit risk assessment framework to be more prudent in their lending practices in order to improve the lending quality of their loan books. It is recommended that banks keep their capital levels at a minimum to avoid excessive risk-taking, and that they by embark on efficient revenue enhancement activities such as increasing retained earnings. Banks must further look at their clients on an overall basis, not just a transactional basis, as this will improve their non-interest revenue income by introducing innovative products. Lastly, the banks must lower their liquidity risk exposure by collectively managing their capital adequacy ratio, size of the bank, interest rates, non-performing loans, liquidity coverage ratio and net stable funding ratio. The South African Reserve Bank should tighten regulatory requirements by improving its supervision and oversight functions; banks must to adhere to lending practices and foster a healthy and adequately capitalised balance sheet. Lastly, the SARB must align its macroeconomic forecast for lending rates with regulatory requirements to ensure that economic performance is a catalyst for bank performance. This study contributes to the empirical research repository on the nexus of bank performance and regulatory requirements. More importantly, it identifies the significant factors that affect South African bank performance, by identifying the deficiencies in South Africa’s regulatory requirements, which will provide the South African Reserve Bank with insight into ways of enhancing its regulatory requirements to improve the performance, management practices and sound capital adequacy of the banking sector.
Finance, Risk Management and Banking
M.. Com. (Business Management (Finance)

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Munien, Devanamah. "Understanding declining customer service ratings at a major South African commercial bank." Thesis, 2008. http://hdl.handle.net/10413/8290.

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In recent years, the four major South African commercial banks (ABSA, Standard, First National Bank and Nedbank) have been measuring customer satisfaction and loyalty through market research, the results of which reflect their customers’ perception of service delivery by these banks. Standard Bank has shown steadily declining service levels since 2004 as perceived by its customers in the feedback to the monthly customer service surveys. Standard Bank, Personal and Business Banking in KwaZulu-Natal is the case study of this research. The Bank in KwaZulu-Natal implemented structural, technological and process changes during the period 2004 to 2006. Customers expressed dissatisfaction with the installation of centralised contact centres and retail credit centres during their visits to the bank. Customer dissatisfaction was evident in the customer comments in the monthly customer survey. This provided strong motivation to the Standard Bank’s Central Customer Service Support Unit that customers still preferred the personal touch rather than the speed and efficiency that technology and new structures and processes promised to deliver. Senior Executives at the bank were measured on sales and service performance in their areas of responsibility. The customer service component comprised a weighting of 45% of the overall performance scorecard. There was a growing concern that the bank needed to regain customer confidence and as a result, repositioned itself as a bank that focuses on meeting customer needs balanced with a need to be profitable. Enhancing customer loyalty has become a popular topic for managers, consultants and academics. The arguments in support of loyalty are simple to understand. Loyal customers are reported to have higher customer retention rates, commit a higher share of their category spending to the firm, and are more likely to recommend others to become customers of the firm (Keiningham, Cooil, Aksoy, Andreassen & Weiner 2007). The Standard Bank subsequently adopted the strategic operating model with customer centricity as the core theme in August 2006. The operating model is underscored by the strategic C@Ps (Compass Aligned Performance System) that aligns the Bank’s performance with its strategic objectives. To monitor their performance and guide improvement efforts with regard to customer loyalty, managers frequently rely on customer feedback systems. This feedback is typically obtained through customer surveys that contain measures of satisfaction, repurchase intention, and word-of-mouth intention (Keiningham et., al 2007). Customer feedback survey ratings at this bank indicate a downward trend since 2003. This study will focus on customer service ratings in KwaZulu-Natal branches during the period 2004 to 2007, total customer accounts in the bank’s books in KwaZulu-Natal, the ATM availability statistics and attempt to link these changes to the declining service ratings. Customer satisfaction is strongly influenced by customer expectations. The gap between perceived quality and expected quality, called “expectancy disconfirmation is a strong predictor of customer satisfaction (Keiningham et., al 2007). Customer responses in the monthly feedback surveys indicate dissatisfaction with service delivery in some areas of the bank. This study will further investigate the competence of the two core customer delivery channels, the Automated Teller Network and the Branch Network in delivering to customer expectations. The research will be conducted by analysis of secondary data available on the customer service ratings for the period 2004 to 2007. ATM uptime data has been made available from the bank’s ATM reports for the period 2004 to date. To assess whether the declining customer service ratings have contributed negatively to retention of customer accounts, secondary data available from the bank’s database will be analysed and the findings presented in this study. The knowledge and competence level of staff in the bank will be analysed by the results from questionnaires sent to a population of branch and support staff in the bank. This research was conducted through the use of questionnaires handed out to a cross-section of the bank’s population in 6 randomly selected branches in urban KwaZulu-Natal. When conducting research for the purpose of this study, quantitative and qualitative methods were used. From the research it was noted that the performance of the ATM delivery channel could have contributed to declining service levels. This was evident in the ATM availability information from 2004 to date. The research has provided a base for a weak positive correlation between the performance of the ATM and the Customer Evaluation of Branch (CEBS) ratings. Although the ATM performance shows levels above 96%, it is evident that customers are experiencing variations in the service provided at ATM’s in the province. Analysis of secondary data available in the bank’s database, shows that accounts opened during the period 2004 to 2007 were significantly higher that the total number of accounts closed. From the total accounts on hand at the end of each month for the period under review, it is clear that the total accounts are on the increase year on year. It is easy to conclude from the analysis of available data that declining service levels have not contributed to a loss of customer accounts, however, the scope of the research does not allow for investigation into the value of accounts closed and opened. From the analysis of responses to the questionnaires, it is noted that there is a moderate correlation between the knowledge and competence of staff and the creation of value for customers. Good customer service cannot be predicted by trained and knowledgeable staff alone. Employees need to develop a sense of ownership of delivery to customers. This should be facilitated by line managers and supervisors. The bank is fortunate in that it has numerous improvement interventions at its disposal, including a structured framework in which staff can develop and enhance customer service skills and their performance managed accordingly. This will ensure that individual employees are motivated to be a critical link in the chain that delivers quality and creates customer value.
Thesis (M.B.A.)-University of KwaZulu-Natal, 2008.

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"Employee involvement in Total Quality Management initiatives at a South African bank." Thesis, 2014. http://hdl.handle.net/10210/8863.

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M.Tech. (Operations Management)
This study entails and discusses Employee Involvement in Total Quality Management initiatives in a South African Bank. Total Quality Management programs are required within business to ensure that organisations seek continuous improvement in their operational capabilities. Total quality management refers to three foremost components, which has to be part of the organisational strategy namely; customer satisfaction, continuous improvement and employee involvement. This study pertains to Total Quality Management, and the link between Total Quality and Employee Involvement as the critical component based on the premise that operational efficiency must start internally, meaning that employee involvement should be the point of departure. In many instances employees find it difficult to adapt to the changes, people naturally find reasons as to why changes will not be successful, more especially if there is no employee involvement at their level and, hence their reluctance to see the benefits objectively will result in the failure of any Total Quality Management initiative. The objective of this study was to determine if TQM principles as prescribed by many authors are currently adopted by the organisation with the focus being Employee Involvement and also to ascertain if the organisational culture lends itself to the implementation of TQM initiatives. Survey questionnaires were used to obtain primary data, and interviews and document reviews were conducted subsequently to validate the results obtained from primary data collection. The literature review indicated the importance of Employee Involvement in the pursuit TQM and the results indicated that employees believed that the principles of TQM and Employee Involvement are relatively well established. With any organisation there is always improvement required and as a fundamental requirement of TQM continuous improvement is a must. Collaboration between employees and management, Empowerment of employees and Education and Training that is job specific are some key areas that were discussed.

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Geldenhuys, James. "'n Ondersoek na die prestasiegaping in 'n finansiële instelling." Thesis, 2012. http://hdl.handle.net/10210/6766.

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M.Comm.
Rationalization processes are part and parcel of the environment within which we all function. ABSA Bank Limited is one of the companies that had to be rationalized. The banking sector is a very competitive sector. The only way for a company to be distinguishable from other similar companies, is to excel in quality service performance. The overall goal of this study was to determine to what extent, Gap 3: The performance gap, exists in the International Banking Services of ABSA Bank Limited and also to formulate recommendations on how to decrease the size of Gap 3. Gap 3 forms part of the service quality model, which consists of five gaps, designed by Parasuraman, Berry and Zeithaml (Zeithaml et al, 1990:46). The first of these gaps, Gap 1, constitutes the difference between the client's expectations and the management's perception of the client's expectations. The second gap, Gap 2, is representative of the difference between the management's perception of the client's expectations and the expected service quality specifications. The third gap, Gap 3, concerns itself with the difference between the specifications for the service and the actual service delivered. The fourth gap, Gap 4, represents the difference between the actual service delivered and the promise of the service which was communicated to the client. The fifth gap, Gap 5, called the service quality gap, defines the difference between the client's expectations and the client's perceptions of service quality. Gap 5 is the result of all the aforementioned gaps. The study was based on a questionnaire designed by Parasuraman, Berry and Zeithaml (Zeithaml et al, 1990:196 - 197, 201-205). In conclusion, the studies showed that the actual size of Gap 3 is smaller than expected for a company which has recently been rationalized. The main factor contributing to the existence of Gap 3, is the evaluation and remuneration processes. The second factor, is the employees' need to be empowered to take more decisions on their own. The last main contributor to the size of Gap 3, is role conflict: due to the rationalization process, the employees are not sure of what is expected of them. Recommendations were made to decrease the size of Gap 3 even further, in order for ABSA Bank Limited to be more successful in the banking sector.

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Govender, Chin. "Customer relationship management as a model for growth in banks." Thesis, 2004. http://hdl.handle.net/10413/2280.

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The banking industry has been characterised by changes and a turbulent operating environment. Increased competition, the entry of non traditional players in the market, and a more aware and demanding client base has made it imperative for banks to understand their customers. The need to attract and retain good customers is critical to the top and bottom line, as is the need to effectively sell and cross-sell to the customer. The recognition that it is more costly to gain new customers makes it imperative that maximum value is extracted from the existing customer base. The important trends that defined business in the nineties, such as globalisation, deregulation, and extraordinary technological advancement, made customer facing initiatives both a way for corporations to show that they cared for their customers, as well as a strategic and operating imperative. Customer relationship management (CRM) was viewed as a critical strategic process in order for banks to protect their customer base and to improve stakeholder value. CRM is as much about improving profitability by effectively tapping into the client base, as it is about managing information in a way that ensures that the customer enjoys a consistent experience with the organisation regardless of which channel he/she transacts through. The process is designed to make customers feel that their bank understands and appreciates them. The CRM process must be supported by a well thought out strategy and must contain clear goals. Technology is an essential component underpinning CRM and the supporting processes and procedures. Whilst this is an inescapable fact, CRM is not about plugging in some expensive technology that will solve the organisations problems. On the contrary, it is an initiative that requires commitment and a mindset in order for it to succeed, and an over-arching strategic customer relationship management ethos. This paper will critically examine the CRM strategy as a means of effectively servicing bank customers and leveraging the database to prevent the loss of customers to competitors and increase the value of stakeholders through effective delivery of products and services, and ensuring a consistently good customer experience at all points of contact. Whilst the focus will be on the generic principles of the CRM process as it relates to one major bank, the essentials are true for any other bank or financial institution for that matter. Issues such as the different channels that clients could use to interact with their bank, and how the bank can optimise these interactions will be aired. In addition the rationale for distinguishing between the various categories or segments of customers and how this influences CRM will be discussed. For years organisations and banks in particular have plodded on; treating each customer either the same or indifferently. Interactions were haphazard and often unplanned. The banks relationship with its customer lurched from interaction to inter-action, often without any continuity. Different areas of the bank viewed the customer differently; there was no coherent all encompassing view of the customer. This often led to frustrations for the customer and equally as often, loss of business. The need for a seamless and profitable series of interaction with the customer becomes more and more obvious as the industry becomes more competitive. The process leading up to the implementation of CRM is just as critical as the implementation of the technology itself. For Standard Bank this process started in 1999 after the failed take over bid by Nedcor. The organisation set out to reinvent itself and embarked on a strategy of growth and enhancing stakeholder (shareholders, customers and its people) value. The growth came from entry into new markets such as Africa and Europe, as well as concentrated growth in the domestic market. The company focussed on its existing customer base and sought to increase its penetration by improved cross-sell. The strategy involved an assessment of the internal and external operating environment, and its resources and capabilities. New technology was acquired and new skills were developed to ensure success of the strategy. In this paper, we shall analyse this process and the appropriateness of the strategic customer relationship management as a model for growth.
Thesis (MBA)-University of KwaZulu-Natal, 2004.

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Du, Toit Alison Jane. "Emotional intelligence and leadership in a South African financial services institution." Diss., 2014. http://hdl.handle.net/10500/14227.

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The purpose of this study was to determine whether there is a relationship between emotional intelligence and leadership among senior leaders in a South African financial services organisation. The sample consisted of 973 participants. A convenience sample was used, as the leaders were part of a strategic organisational initiative and completed measurement instruments as part of this process. All participants completed the Bar-On EQ-i, in order to measure emotional intelligence, whereas the leadership data were obtained from an organisation-specific multi-rater which accessed self-ratings, peer and subordinate ratings as well as manager ratings in terms of leadership behaviours linked to organisational worldviews of leadership effectiveness. The results show that there was a statistically significant relationship between emotional intelligence and leadership among the leaders, but that there was poor predictive strength between these variables.
Industrial & Organisational Psychology
MCom (Industrial and Organisational Psychology)

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Bhagowat, Ershrin. "Analysing VAT on imported services in the financial service industry and the VAT treatment of banking income." Thesis, 2016. http://hdl.handle.net/10539/22137.

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University of the Witwatersrand, Johannesburg A proposal for a research report to be submitted to the Faculty of Commerce, Law and Management in partial fulfilment of the requirements for the degree of Master of Commerce
Value-Added Tax (VAT) on imported services in South Africa and the VAT treatment of banking income / products has been a contentious issue for a number of years in South Africa. South African companies, individual taxpayers, students and the South African Revenue Service (SARS) have difficulty to interpret whether section 7(1)(c) and section 14 of the Value-Added Tax Act No. 89 of 1991 is applicable to certain transactions. The aim of the study is to discuss and analyse VAT on imported services in South Africa in order for an individual taxpayer, company and SARS to understand which section should be applied to a certain transaction. This study also aims at clearly showing the type of income / products generated in the banking industry and how VAT is treated on the types of income / products in the bank. This will give students, tax professionals in the financial industry, auditors, companies, individuals and the SARS a better understanding of how VAT is treated in the financial industry.
MT2017

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Dissertations / Theses on the topic 'Bank services – South Africa'

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