M.Comm. / This short dissertation is concerned with the impact that advertising can have on employee attitudes in an organisation in the services industry. The specific organisation is the Vehicle and Asset Finance Division of Nedbank, which is one of the four largest banks in South Africa. In a review of related literature it is highlighted that advertising can lead to cognitive, affective and behavioural responses in an audience. In turn, behaviour, beliefs and affect can impact, or be impacted by, a person’s attitude. Employees in a service organisation are an important part of service delivery; therefore anything that can impact employee attitudes is of interest to the organisation. A study was conducted in the form of a census of all 717 employees in the division of the bank, using a paper questionnaire as a data collection instrument. A response rate of 49% was achieved, and data collected from respondents was analysed in terms of various theoretical factors and statistically derived factors. A number of secondary research objectives were also considered. Findings of this research indicate that employees of the division do notice the organisation’s advertising and their attitudes and resultant behaviour are affected by it in a number of ways. Some of these include a heightened sense of pride and security about the organisation, as well as increased employee commitment to provide improved customer service. It was also established that there are significant differences in the way that employees with different lengths of service, and employees in different job functions, are impacted by the organisation’s advertising. This study was restricted to a single division of a single bank in South Africa so the results cannot be generalised for other divisions of the bank, other banks, other industries or other countries. This provides an opportunity for future research.

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.