- Title
- Investigating factors affecting customer retention at Nedbank South Africa
- Creator
- Madzivhandila, Rofhiwa
- Subject
- Banks and banking -- Customer services -- South Africa
- Subject
- Customer services -- Quality control
- Subject
- Bank marketing -- South Africa
- Subject
- Customer relations -- South Africa
- Date Issued
- 2013
- Date
- 2013
- Type
- Thesis
- Type
- Masters
- Type
- MBA
- Identifier
- vital:8845
- Identifier
- http://hdl.handle.net/10948/d1020100
- Description
- 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.
- Format
- viii, 108 leaves
- Format
- Publisher
- Nelson Mandela Metropolitan University
- Publisher
- Faculty of Business and Economic Sciences
- Language
- English
- Rights
- Nelson Mandela Metropolitan University
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