A comparative analysis of customer expectations and service quality of retail banking in Namibia: A case study of commercial banks in Windhoek
| dc.contributor.advisor | Akpo, Simon | |
| dc.contributor.author | Herunga, Benestus | |
| dc.date.accessioned | 2025-09-01T08:51:47Z | |
| dc.date.available | 2025-09-01T08:51:47Z | |
| dc.date.issued | 2020 | |
| dc.description | A thesis submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (Management Strategy) | |
| dc.description.abstract | The SERVQUAL instrument was developed in 1988 by Zeithaml, Parasuraman and Berry as a multi-item scale to assess customer perceptions of service quality in the service industry. Customers judge service quality as low or high depending on whether · the service performance meets their expectations or not. The main objectives of study are to evaluate the service quality dimensions with respect to perception and expectation of customers in retail banking sector at the Windhoek CBD , to ascertain the gap between perception and expectation and to Identify the impact of customer perception/expectation on Perceived service quality. A Purposive and convenience sampling methods were adopted by the researcher to select 200 bank customers for the study. The researcher applied Gap analysis to determine if there was significant difference between customers perception/expectation on perceived service quality. The results indicate the significant difference between all the dimensions in customer perceptions and expectations. Responsiveness, assurance and empathy showed an average negative difference of -0.3,-0.02 and -0.12 for the four banks which means customer expectations are higher than' perception in every dimension. Also, the Tangibility and Reliability showed a positive difference of 0.12 and 0.03. The fmdings seem to suggest that retail banks put attention to improve these dimension's performance and to achieve their _goals in these ,competitive business environment. The study was limited to customers from the four commercial banks in the Windhoek CBD, where the greater part of the research ·was undertaken. Other limitations are that the sample size of the current study. is 200. Out of ~56 targeted. sample size from qomputed statistical formula. Although this sample · size meets the minimum requirement, a bigger sample size should have given more accurate results that could be generalized to environments beyond the Windhoek CBD. Namibia. Again, the study covers only customers from Windhoek Namibia, yet the four banks operate in the retail banking industry country-wide. Hence, other customers of the four banks were excluded from this study | |
| dc.identifier.uri | http://hdl.handle.net/11070/4094 | |
| dc.language.iso | en | |
| dc.publisher | University of Namibia | |
| dc.subject | Commercial banks | |
| dc.subject | Customer expectations | |
| dc.subject | Service quality | |
| dc.subject | Retail banking | |
| dc.subject | Namibia | |
| dc.subject | University of Namibia | |
| dc.title | A comparative analysis of customer expectations and service quality of retail banking in Namibia: A case study of commercial banks in Windhoek | |
| dc.type | Thesis |