M. Tech. Business Administration / In many developing countries, including South Africa, the banking sector is highly concentrated resulting in intense competition among the big four banks in South Africa (e.g. Standard Bank, Nedbank, First National Bank and Absa, and one emerging bank Capitec). In favourable economic conditions, the banking sector plays an essential role in the economic growth of the country. However, the global financial crisis of late 2007 changed the outlook for an already slowing economy, and South Africa was not immune to the impact of the global financial crisis-induced economic slowdown. The banks have been faced with increasing competition and rising costs as a result of regulatory, financial and technological innovation, entry of the foreign banks in the retail banking environment, local competitors who are introducing new and innovative product offering and the challenges of the recent financial crisis. These changes have had a dramatic impact on the performance in sales for commercial banks. Retail banking offers a comprehensive suite of products (e.g. Home Loans, Vehicle Finance, Sales and Investments and Cheques) to customers. It also provides these products through extensive branch networks. Over a period of six months, certain branches of Absa Bank have not been able to meet set targets in sales of the banking products and have caused under-performance in sales for the relevant branches. There are 47 branches in the Gauteng East Region and, among these, six branches were randomly selected under-performing branches in terms of sales targets. This research aims to determine the causes behind under-performance in these East Gauteng branches, as such information would provide management with useful information. The aim of the study is to tests the influence of employee satisfaction, service quality, and customer satisfaction on sales performance, i.e., how these variables impact on sales performance at the branch level.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:tut/oai:encore.tut.ac.za:d1001559 |
| Date | January 2014 |
| Creators | Mkhaliphi, Nhlanhla Willy. |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Text |
| Format |
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