M. Tech. Business Administration / The purpose of this study is to improve service quality at Nedbank by using a modified version of the SERVQUAL model to identify the service quality gaps at Centurion Mall branch and highlight the areas that need to be improved so as to deliver superior quality service. To access the customer's expectation on service quality, a SERVQUAL questionnaire was used to measure expectation and perception according to five quality dimensions.

M. Tech. Business Administration / Technology has become an integral part of the marketplace and customers are increasingly given the option or are being driven to access services by themselves through the use of Self-Service Terminal. The purposes of this study is to investigate factors that influences customer perceptions and associated value of self-service terminals machines within the South African banking context and particular within the province of Gauteng, as well as understand the influences of demographic variables that lead to acceptance and usage of self-service terminals in Gauteng.

Thesis (MPhil (General Linguistics))--University of Stellenbosch, 2009. / ENGLISH ABSTRACT: The financial sector of South Africa is increasingly under pressure to ensure that the language used in all communication is aligned with international best practice and, furthermore, that the correct business terminology is applied. Standards of language proficiency and usage have, however, deteriorated over the past few years. This appears to be due mainly to lack of good language education at school level. In Nedbank, specifically, the language used by employees in written external communication is not always on par as is evident from the documentation that Nedbank Editorial and Language Services (Nels), the “language custodian” of the bank, has to edit and translate. Nels decided six years ago that, instead of rewriting all these documents, which is not timeor cost-efficient, to rather give business-writing training across the bank to enable Nedbank employees to increase their general writing proficiency of English. This study aims to establish whether there are discrepancies in the type of error made in English as used by Coloured Afrikaans mother tongue speakers and White Afrikaans mother tongue speakers in order to determine how to customise the business-writing training materials to the benefit of each cultural grouping in Nedbank. / AFRIKAANSE OPSOMMING: Die finansiële sektor in Suid-Afrika is toenemend onder druk om te verseker dat die taal wat in alle kommunikasie gebruik word in ooreenstemming is met internasionale “beste praktyk”, en verder dat die korrekte besigheidsterminologie gebruik word. Taalvaardigheids- en taalgebruiksvlakke het egter oor die afgelope aantal jare verswak, waarskynlik a.g.v. onvoldoende taalonderrig op skool. In Nedbank is die taalgebruik van werknemers in geskrewe eksterne kommunikasie nie altyd van ’n aanvaarbare standaard nie, soos duidelik blyk uit die dokumentasie wat Nedbank Editorial and Language Services (Nels), die bank se “taalbewaarder”, moet redigeer en vertaal. Nels het ses jaar gelede besluit om besigheidskryfkursusse vir die hele groep aan te bied, eerder as om al die eksterne kommunikasie oor te skryf, wat nie tyd- en koste-effektief is nie. Sodoende kan werknemers hulle algemene skryfvaardighede in Engels verbeter. Hierdie studie probeer vasstel of daar moontlike verskille is in die soort foute wat in Engels deur gekleurde Afrikaans-moedertaalsprekers en wit Afrikaans-moedertaalsprekers gemaak word, in ‘n poging om doeltreffende opleidingsmateriaal te ontwikkel vir elke kulturele groepering in Nedbank.

Recently, bankers have come to realise that banking operations, especially corporate lending, affect and are affected by the natural environment and that consequently, the banks might have an important role to play in helping to raise environmental standards. Although the environment presents significant risks to banks, in particular environmental credit risk, it also perhaps presents profitable opportunities. Stricter environmental regulations have forced companies to invest in environmentally friendly technologies and pollution control measures and in tum generated lending opportunities for bankers. This research examines the corporate practices of three of the four dominant banks in South Africa with respect to the environment, focusing on issues of climate change and environmental risk management by way of reporting and disclosure to all stakeholders. The emphasis on environmental reporting by South African banks has been reinforced by the latest release of the King III Report on Corporate Governance in South Africa. Global governance requires that the triple-bottom line should be applied in all corporate undertakings due to globalisation and trade liberalisation; however, the banking sector has responded poorly to the clarion call. The false view that the banks have no significant relationship with environmental degradation is being disproved. Environmental management is a huge and massive reconstruction of what has gone wrong with nature by human influence. The South African banks have had to face with the challenging tasks of reporting on the direct and mostly the indirect impacts of their environmental activities. Based on the three sampled banks which incidentally had greater percentages of the market capitalizations, the banks have fairly performed in environmental reporting. For example, Standard Bank (SA) Ltd has just signed the Equator Principles in 2007 implying corporate lending was done in 2007 without any respect to environmental impact assessments by corporate borrowers. Consequently, environmental reporting was not done to facilitate informed decision-making by stakeholders mostly shareholders and the communities where borrowers tun businesses. The objective of this research study is to investigate the extent and quantity of/voluntary environmental disclosures in the annual and sustainability reports of the banks listed on Johannesburg Stock Exchange. The periods examined were those subsequent to the release of the Exposure Draft Coalition for Environmentally Responsible Economies (CERES) Global Reporting Initiatives (GRI) issued in 1999. Using content analysis to focus on the environmental aspects, the research study compared three annual reports and three sustainability reports of 2007 year for the three sampled banks in order to evaluate reporting practices in the period surrounding this intervention. The results suggest a trend to triple bottom-line reporting and the extent and quantity of environmental information, albeit in specific categories.