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.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:tut/oai:encore.tut.ac.za:d1001890 |
| Date | January 2015 |
| Creators | Jabosigo, Masego. |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Text |
| Format | |
| Rights | Tshwane University of Technology |
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