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The assessment of quality service at Capitec bank in KZN: a Pinetown region based case study.

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ABSTRACT This work sought to access and analyses customer satisfaction with quality of service delivery at Capitec Bank, Pinetown. The six Pinetown Capitec branch offices were purposively chosen for this work. The objectives of the study were to determine the impact of client satisfaction on the performance and growth of Capitec Bank using the SERVQUAL model that identified the influence of five dimensions (that is; tangibility, responsibility, reliability, assurance and empathy). A structured questionnaire was administered to targeted clients and employees of Capitec Bank at the Pinetown Branches. A total of 190 respondents were contacted; comprising 100 clients and 90 employees. The findings indicated that both clients and employees were more satisfied with tangibility followed by assurance, empathy, reliability and responsiveness in the branches. The relationship between employees and clients was mutual and cordial in terms of service delivery. It is recommended that managers should work at improving on the SERVQUAL dimensions to be ahead of competition and to be profitable. Keywords: SERVQUAL, Service Quality, Customer Satisfaction.


Master’s Degree. University of KwaZulu-Natal, Durban.