62
Results from the survey indicated that 6% of the respondents possessed National Diplomas, while 53% possessed Bachelors Degrees. 22% had Honors Degrees while 19% possessed Masters Degrees.
63
Table 8: The location of the bank is important to me:
Frequency Percent Valid Percent
Cumulative Percent
Valid Strongly Disagree 2 6.3 6.3 6.3
Disagree 4 12.5 12.5 18.8
Neutral/No Opinion 3 9.4 9.4 28.1
Agree 11 34.4 34.4 62.5
Strongly Agree 12 37.5 37.5 100.0
Total 32 100.0 100.0
64
Figure 6: Location of the bank is important to me
The results indicated that about 72% of the respondents agreed that the location of the retail bank was indeed important to them. 19% of the respondents disagreed that the location of the retail bank was important to them. Only 9% of the respondents remained neutral in answering this question.
4.5.3 The presence of security personnel is important to me
This question was asked to determine if the presence of security personnel played a significant role in the selection criteria of retail banks by the respondents. The results are indicated in Figure 4.7 below:
65
Table 9: The presence of security personnel is important to me.
Frequency Percent Valid Percent
Cumulative Percent
Valid Strongly Disagree 1 3.1 3.2 3.2
Disagree 1 3.1 3.2 6.5
Neutral/No Opinion 7 21.9 22.6 29.0
Agree 13 40.6 41.9 71.0
Strongly Agree 9 28.1 29.0 100.0
Total 31 96.9 100.0
Missing System 1 3.1
Total 32 100.0
66
Figure 7: the presence of security personnel is important to me
The results of the survey indicate that 71% of the respondents agreed that the presence of security personnel played a significant role in their selection criteria of retail banks. Only 6%
disagreed that the presence of security personnel played an important role in their selection criteria of retail banks. 23% remained neutral in responding to this question.
4.5.4 The parking facility is an important factor to me
This question was asked to determine if the parking facility plays an important role in the selection criteria of the respondents. The results are indicated in Table and Figure 4.8 below:
67
Table 10: The parking facility at the bank is an important factor to me.
Frequency Percent Valid Percent
Cumulative Percent
Valid Disagree 2 6.3 6.5 6.5
Neutral/No Opinion 4 12.5 12.9 19.4
Agree 8 25.0 25.8 45.2
Strongly Agree 17 53.1 54.8 100.0
Total 31 96.9 100.0
Missing System 1 3.1
Total 32 100.0
Figure 8: The parking facility at the banks is important to me
68
The results indicated that 81% of the respondents agreed that the parking facility was significant to them. While 6% disagreed with this, 13% remained neutral in this question.
4.5.5 Easy access to the bank is important to me
This question was asked to determine if access to the bank played a significant role in the selection criteria of the respondents. The results are indicated in Figure 4.9 below:
Table 11: Easy access to the bank is important to me.
Frequency Percent Valid Percent
Cumulative Percent
Valid Strongly Disagree 1 3.1 3.2 3.2
Disagree 1 3.1 3.2 6.5
Neutral/No Opinion 1 3.1 3.2 9.7
Agree 6 18.8 19.4 29.0
Strongly Agree 22 68.8 71.0 100.0
Total 31 96.9 100.0
Missing System 1 3.1
Total 32 100.0
69
Figure 9: Easy access to the bank is important to me
The results indicate that 90% of the respondents agreed that easy access to the banks indeed influenced their selection criteria of retail banks. Only 6% of the respondents disagreed that this played an important role in the selection criteria of retail banks. 3% of the respondents remained neutral in the responses the question.
4.5.6 The professionalism in handling of problems is important to me.
This question was intended to investigate if professional handling of problems by the retail bank played a significant role in the selection criteria of the respondents. The results are indicated in Table and Figure 4.10 below:
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Table 12: The professionalism in handling of problems is important to me.
Frequency Percent Valid Percent
Cumulative Percent
Valid Agree 8 25.0 25.8 25.8
Strongly Agree 23 71.9 74.2 100.0
Total 31 96.9 100.0
Missing System 1 3.1
Total 32 100.0
Figure 10: The professionalism in handling of problems is important to me
The results indicated that all the respondents agreed that professional handling of problems by the retail bank played a significant role in their selection criteria of retail banks.
71
4.5.7 Efficiency of resolving problems experienced by customers is important to me.
This question was asked to determine if efficiency in handling problems experienced by customers played a vital role in the selection criteria of retail banks by the respondents. The results are indicated in Figure 4.11 below:
Table 13: The efficiency of resolving problems experienced by customers is important to me
Frequency Percent Valid Percent
Cumulative Percent
Valid Agree 5 15.6 16.1 16.1
Strongly Agree 26 81.3 83.9 100.0
Total 31 96.9 100.0
Missing System 1 3.1
Total 32 100.0
72
Figure 11: The efficiency of resolving problems experienced by customers is important to me
The results indicated that all (100%) the respondents agreed that efficiency in handling problems experienced by customers played an important role in their selection criteria of retail banks.
4.5.8 The views and feedback from customers who had complained and were satisfied with the service recovery efforts is important to me.
This question aimed to investigate if the views and feedback obtained from other customers regarding service recovery were significant in the selection criteria of retail banks by the respondents. The results are indicated in Table and Figure 4.12 below:
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Table 14: The views and feedback from customers who had complained and were satisfied with the service recovery efforts is important to me.
Frequency Percent Valid Percent
Cumulative Percent
Valid Disagree 1 3.1 3.2 3.2
Neutral/No Opinion 7 21.9 22.6 25.8
Agree 11 34.4 35.5 61.3
Strongly Agree 12 37.5 38.7 100.0
Total 31 96.9 100.0
Missing System 1 3.1
Total 32 100.0
Figure 12: The views and feedback from customers who had complained and were satisfied with the service recovery is important to me
74
The results from the survey indicated that 74% of the respondents agree that views and feedback from other customers with regards to service recovery did play an important role in their selection criteria of retail banks. Only 3% disagreed while 23% offered no opinion on the matter.
4.5.9 Being attentive to customer concerns is important to me.
This question aimed to discover if being attentive to customer concerns played a vital role in the selection criteria of retail banks by the respondents. The results are indicated in Table and Figure 4.13 below:
Table 15: being attentive to customer concerns is important to me
Frequency Percent Valid Percent
Cumulative Percent
Valid Agree 8 25.0 25.8 25.8
Strongly Agree 23 71.9 74.2 100.0
Total 31 96.9 100.0
Missing System 1 3.1
Total 32 100.0
75
Figure 13: Being attentive to customer concerns is important to me
The results from the survey indicated that all the respondents agreed that being attentive to customer concerns indeed played a significant role in the selection criteria of retail banks.
4.5.10 The ability to resolve customer queries over the phone is important to me.
This question aimed to find out if the bank’s ability to resolve queries over the phone played a vital role in the selection criteria of retail banks by the respondents. The results are indicated in Table and Figure 4.14 below:
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Table 16: The ability to resolve customer queries over the telephone is important to me.
Frequency Percent Valid Percent
Cumulative Percent
Valid Neutral/No Opinion 1 3.1 3.3 3.3
Agree 8 25.0 26.7 30.0
Strongly Agree 21 65.6 70.0 100.0
Total 30 93.8 100.0
Missing System 2 6.3
Total 32 100.0
77
Figure 14: The ability to resolve customer queries over the phone is important to me
The results from the survey indicated that 76.67% of the respondents agreed that the ability to resolve customer queries over the phone played a significant role in their selection criteria of retail banks. Only 3.33% of the respondents chose not to express the opinions on the matter.
4.5.11 Offering apology for the poor service is important to me.
This question aimed to investigate if the offering of an apology for poor service received from the retail bank played an important role in the respondents’ selection criteria of retail banks. The results are indicated in Figure 4.15 below:
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Table 17: Offering apology for the poor service is important to me.
Frequency Percent Valid Percent
Cumulative Percent
Valid Strongly Disagree 1 3.1 3.2 3.2
Disagree 1 3.1 3.2 6.5
Neutral/No Opinion 2 6.3 6.5 12.9
Agree 9 28.1 29.0 41.9
Strongly Agree 18 56.3 58.1 100.0
Total 31 96.9 100.0
Missing System 1 3.1
Total 32 100.0
Figure 15: Offering of apology for poor service is important to me
79
The results from the survey indicated that 87% of the respondents believed that offering an apology for poor service was vital in their selection criteria of retail banks. While 6% of the respondents disagreed with this opinion 6% offered no opinions on the matter.
4.5.12 Parental influence is important to me.
This question aimed to investigate if the respondents were influenced by their parents in their selection of retail banks. The results are indicated in Table and Figure 4.16 below:
Table 18: Parental influence is important to me.
Frequency Percent Valid Percent
Cumulative Percent
Valid Strongly Disagree 3 9.4 9.7 9.7
Disagree 5 15.6 16.1 25.8
Neutral/No Opinion 16 50.0 51.6 77.4
Agree 6 18.8 19.4 96.8
Strongly Agree 1 3.1 3.2 100.0
Total 31 96.9 100.0
Missing System 1 3.1
Total 32 100.0
80 Figure 16: Parental influence is important to me
The results from the survey indicated that only 22% of the respondents were influenced by their parents in their selection of retail banks. While 26% of the respondents disagreed 52% offered no opinion on the matter.
4.5.13 Recommendation by others is important to me.
This question aimed to investigate if recommendation by others played an important role in the respondents’ selection criteria of retail banks. The results are indicated from Table and Figure 4.17 below:
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Table 19: Recommendation by others is important to me.
Frequency Percent Valid Percent
Cumulative Percent
Valid Strongly Disagree 2 6.3 6.5 6.5
Disagree 2 6.3 6.5 12.9
Neutral/No Opinion 11 34.4 35.5 48.4
Agree 16 50.0 51.6 100.0
Total 31 96.9 100.0
Missing System 1 3.1
Total 32 100.0
Figure 17: Recommendation by others is important to me
82
The results from the survey indicated that 52% of the respondents agreed that their selection criteria of retail banks are influenced by recommendations by other people. While 12% of the respondents disagreed 35% offered no opinion on the matter.
4.5.14 Promotional literature in branches is important to me.
This question aimed to investigate if the respondents were influenced by promotional literature in the branches in their selection of retail banks. The results are indicated in Table and Figure 4.18 below:
Table 20: Promotional literature in branches is important to me.
Frequency Percent Valid Percent
Cumulative Percent
Valid Strongly Disagree 1 3.1 3.2 3.2
Disagree 5 15.6 16.1 19.4
Neutral/No Opinion 14 43.8 45.2 64.5
Agree 10 31.3 32.3 96.8
Strongly Agree 1 3.1 3.2 100.0
Total 31 96.9 100.0
Missing System 1 3.1
Total 32 100.0
83
Figure 18: Promotional literature in branches is important to me
The results from the survey indicated that 35% of the respondents agreed that promotional literature played an important role in their selection of retail banks. While 19% disagreed 45%
offered no opinion on the matter.
4.5.15 Online advertising is important to me.
This question aimed to investigate if respondents are influenced by online advertising in their selection criteria of retail banks. The results are indicated in Table and Figure 4.19 below:
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Table 21: Online advertising is important to me.
Frequency Percent Valid Percent
Cumulative Percent
Valid Strongly Disagree 2 6.3 6.5 6.5
Disagree 4 12.5 12.9 19.4
Neutral/No Opinion 15 46.9 48.4 67.7
Agree 7 21.9 22.6 90.3
Strongly Agree 3 9.4 9.7 100.0
Total 31 96.9 100.0
Missi ng
System 1 3.1
Total 32 100.0
85
Figure 19: Online advertising is important to me
The results from the survey indicated that 33% of the respondents relied on online advertising for their selection criteria of retail banks. While 19% of the respondents disagreed 48% offered no opinions on the matter.