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The antecedents of customer experience in retail banking
Dissertation (MBA)--University of Pretoria, 2010.
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| Format: | Thesis |
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University of Pretoria
2013
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| _version_ | 1867613600178241536 |
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| access_status_str | Open Access |
| author2 | Goldman, Michael |
| author_browse | Goldman, Michael |
| author_facet | Goldman, Michael |
| collection | Thesis |
| dc_rights_str_mv | © 2010, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretori |
| description | Dissertation (MBA)--University of Pretoria, 2010. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/25671 |
| institution | University of Pretoria (South Africa) |
| last_indexed | 2026-06-10T12:38:42.927Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2013 |
| publishDateRange | 2013 |
| publishDateSort | 2013 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/25671 The antecedents of customer experience in retail banking Goldman, Michael ichelp@gibs.co.za Ramathe, Jacob UCTD Retail banking Bee Black economic empowerment Customer experience Dissertation (MBA)--University of Pretoria, 2010. Customer experience in retail banking has become a key source of differentiation. Increased competition in the financial services industry and the global financial crisis caused financial institutions to find themselves in a difficult operating environment. A sustainable competitive advantage in the current environment cannot be achieved only through excellent service delivery, service quality and prices, but through the creation of memorable customer experiences. The current study expands on the conceptual framework for the creation of customer experience proposed by Verhoef, Lemon, Parasuraman, Roggeveen, Leonard and Schlesinger (2009). In this paper the nature and extent to which the determinants discussed by Verhoef et al. impact on the customer experience is assessed. Using a quantitative method, a survey questionnaire measuring customers’ perceptions about their experiences with the retail banking firms, was distributed to 1043 employees of the air transportation company. The study finds that the past experiences, brand and prices impacts more on customer experience than other determinants identified. The study also evaluates the impact of transformation and Black Economic Empowerment on customer experience. Copyright Gordon Institute of Business Science (GIBS) unrestricted 2013-09-06T23:15:58Z 2011-07-04 2013-09-06T23:15:58Z 2010-11-10 2010 2011-06-19 Dissertation Ramathe, J 2010, The antecedents of customer experience in retail banking, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/25671 > F11/489/hj http://hdl.handle.net/2263/25671 http://upetd.up.ac.za/thesis/available/etd-06192011-124300/ © 2010, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretori application/pdf University of Pretoria |
| spellingShingle | UCTD Retail banking Bee Black economic empowerment Customer experience The antecedents of customer experience in retail banking |
| title | The antecedents of customer experience in retail banking |
| title_full | The antecedents of customer experience in retail banking |
| title_fullStr | The antecedents of customer experience in retail banking |
| title_full_unstemmed | The antecedents of customer experience in retail banking |
| title_short | The antecedents of customer experience in retail banking |
| title_sort | antecedents of customer experience in retail banking |
| topic | UCTD Retail banking Bee Black economic empowerment Customer experience |
| url | http://hdl.handle.net/2263/25671 http://upetd.up.ac.za/thesis/available/etd-06192011-124300/ |