Customer perceptions of the value delivered by retail banks in South Africa

This paper examines the perception and expectations of banking customers regarding the value being delivered to them by retail banks in South Africa. A literature review dealing with the concept of value was undertaken that presents the value disciplines of operational excellence, product leadership and customer intimacy. Results of a study of 150 managers are presented. The results show that customers were not satisfied with the service, products and level of customer intimacy delivered to them by their banks. Thus, they did not believe that they were getting the value they expected. Recommendations to retail banking management are made to help remedy the situation.