Image and customer service tracking for the Jewel Bank with a focus on customer retention and acquisition.
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Date
2003
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Abstract
This report presents the summary of findings of the 2003 image and customer service-tracking survey for the Jewel bank. The overall objectives of the survey were to: -Monitor any changes which may have occurred over the past years in usage of the Jewel Bank, perceptions of the banks image, and the service delivery offered by the bank in respect of existing Jewel Bank customers, and -Obtain the perceptions of non-customers of Jewel Bank with regard to awareness of the bank, its image and service delivery Face-to-face interviews were carried out with respondents in the following categories: Respondent category' Sample size Customers who joined Jewel Bank before the transformation from CBZ to Jewel bank 30 Customers who joined Jewel Bank during the transformation from CBZ to Jewel bank 30 Customers who joined Jewel Bank after the transformation from CBZ to Jewel bank 30 Potential customers of Jewel Bank 30 Total 120
Description
Thesis (MBA)-University of Natal, Durban, 2003.
Keywords
Theses--Business administration., Customer services., Customer satisfaction.