Track: Business Management

Abstract

Any attentive discourse of the present and eventual fate of the financial business at last brings up an essential issue: Will present and future clients be fulfilled by the service and quality given by the financial business in Johannesburg, South Africa? The goals of the examination are right off the bat, to learn the clients' desires as indicated by the service quality provided by the financial business. Also, to decide the view of clients concerning the service quality given by the financial business and thirdly, to quantify the gaps between client desires and impression of service quality through the use of the 5 components of service quality (tangibles, reliability, responsiveness, assurance, and empathy). The target population for this study was the University of Johannesburg’s students and sample size of 1500 students comprised of experts, independently employed and specialists, with 82% reaction rate. Data collected was analyzed according to descriptive statistics and the results showed that Reliability scored the highest based on the response from the study’s participants. There is a clear indication that customers highly rate service quality from their perception of how reliable banks’ services are provided. The findings have also indicated that customers poorly rated responsiveness, assurance and empathy in terms of their perception of services provided by the banking institutions. This study will assist the management of the banks to understand how the 5 dimensions of service quality contribute to their service/product offering by indicating which of the dimensions to improve.