MBA & MM Theses

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Browsing MBA & MM Theses by Author "Allan, Mathew"

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    The correlation between customer satisfaction and gross operating income in a South African bank
    (2018) Allan, Mathew
    Financial institutions, specifically banks, spend a great deal of time, effort and resources on trying to understand the level of Customer Satisfaction that their clients experience in an attempt to try and build viable client retention models and predict the sustainability of future income generation. Whether that income is Non-Interest Revenue (NIR), Net-Interest Income (NII) or Gross Operating Income (GOI) component. This research has looked at the entire base of a major South African bank that was interviewed through a direct telephonic interview process. The data pertains to the clients who have contributed to the bank’s 2016 financial year. The research determines whether the level of Customer Satisfaction has had any impact on the overall Customer Satisfaction GOI contribution during the 2016 financial year. The research also looked at the potential trends, based on two (2) years of financial information (account balances and income contribution) and what the expected future returns may potentially look like for the South African bank. The survey was conducted by a market research company that the bank’s Business Banking division has used for a number of years. The survey was a comprehensive set of questions that included both quantitative and qualitative metrics to try and understand the client’s level of both Customer Satisfaction and Customer Experience. The intention of this research was to determine a link between the various incomes that the client has contributed from the financial years 2015 to 2016 and link it back to the satisfaction results received in the client surveys. Should there be a correlation, then there is a greater need to use the surveys as a defining metric to manage client need and expectations that exist in the business currently or alternatively, dispose of the surveys based on the information that is being provided in the process.