SERVPERF Analysis of Retail Banking Service Performance: A South African Study

摘要

This paper investigates retail banking service quality using a service performance measurement model. SERVPERF model measure service quality based on customers' perceptions using five dimensions. The findings based on 520 respondents show that the quality of service delivered by retail banks in South Africa needs to improve. Although the differences in SERVPERF mean scores were insignificant, however the mean scores based on banks were significant. This means banks offer different levels of service quality. Hence, bank need to improve on service quality across all demographic groups for customer satisfaction and retention.