Investigating the effectiveness of Namibia postal services visa cards on the customer's banking satisfaction
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Date
2022
Authors
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Journal ISSN
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Publisher
University of Namibia
Abstract
The aim of the research was to "investigate how the customers perceive the
effectiveness of NamPost Visa Cards on their banking satisfaction in the Erongo
Region." The objectives of this research were (1) to assess the effectiveness of the
NamPost Visa Card on customer banking satisfaction in the Erongo Region, (2) to
identify the challenges faced by NamPost customers during their banking transactions
in the Erongo Region, and (3) to determine the customer service strategies that can be
used to improve banking in the Erongo Region. A mixed research methodology was
used to collect data from employees and customers of NamPost through a closed-ended
questionnaire, which was completed by 388 customers, and an in-depth interview,
which was administered to 12 employees of NamPost in the Erongo Region. The study
established that e-banking offers a variety of banking services to customers and that
the use of Visa Cards provides a banking method for using post-savings books.
Furthermore, the study found that carrying Visa cards is safer than carrying cash
because funds are available 24 hours a day, seven days a week with Visa cards. More
so, the study revealed that Visa cards are convenient to use, and the accounts can be
linked to mobile phones for reporting transactions, making it easier to manage
transactions. One of the main challenges highlighted was that the customers could
suffer considerable losses when the system is offline, or they could suffer data
corruption or hardware failure. Furthermore, the study found that a lack of technical
knowledge about how to use Visa cards could cause complications for large
transactions. Apart from that, the study found that there are several fees associated
with using a Visa Card and that if one forgets the Visa Card PIN, they might not have
the option to complete the transaction. The study recommended that the service fees
on the transactions be reduced and that simple terminology be used with examples
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when setting up a payee. This will enable the customers to not struggle to understand
or read the ATM output while they are doing their transactions. More, the study also
said that improving online banking security issues would also help people use Visa
cards in the Erongo Region more often
Description
A thesis submitted in partial fulfilment of the requirements for the degree of master in business administration- Finance
Keywords
NamPost Visa Cards, Banking satisfaction, Customer satisfaction