Investigating factors affecting customer retention at Nedbank South Africa
- Authors: Madzivhandila, Rofhiwa
- Date: 2013
- Subjects: Banks and banking -- Customer services -- South Africa , Customer services -- Quality control , Bank marketing -- South Africa , Customer relations -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8845 , http://hdl.handle.net/10948/d1020100
- Description: The banking sector plays an important role in the economy of any country across the world. The recent financial crisis shows how much of the world’s economy is influenced by the banking sector. There are different roles that banks play in contributing to the operation and growth of an economy. Their role spreads from that of intermediary to that of provider of payment clearing services. Banks are an important and integral part of any economy. According to a study by Greenberg & Simbanegavi (2009), the South African banking sector is fertile ground for high levels of competition amongst its players. This competition is important for the proper working of the modern economy. According to Van Leuvensteijn et al. (2008), because banks act as the main vehicle for monetary policy, reduced competition in the banking sector can hinder the efficiency of monetary policy. As a result of the competition in the banking sector, customer retention is a key component of banks’ strategies in today’s market. The main aim of the study was to investigate factors affecting customer retention at Nedbank South Africa. The study focused on the institutional causes of bank customer defection and sought to investigate the effects of three factors (Customer service quality, Satisfaction with product, and Switching costs) on Customer Retention. This study showed the importance of customer retention and more importantly how the mentioned three factors affect customer retention at Nedbank South Africa. One of the highlights that came out of this research was that 50 perscent of the respondents were either considering closing their account or were likely to close their account within the next 12 months. In conclusion, these three factors were found to be important in the customer retention strategy of the bank. Recommendations were presented by the author on how to integrate the factors into a retention framework that can contribute to the profitability of the bank. Areas of future research that can be helpful to the bank were also highlighted by the author.
- Full Text:
- Date Issued: 2013
- Authors: Madzivhandila, Rofhiwa
- Date: 2013
- Subjects: Banks and banking -- Customer services -- South Africa , Customer services -- Quality control , Bank marketing -- South Africa , Customer relations -- South Africa
- Language: English
- Type: Thesis , Masters , MBA
- Identifier: vital:8845 , http://hdl.handle.net/10948/d1020100
- Description: The banking sector plays an important role in the economy of any country across the world. The recent financial crisis shows how much of the world’s economy is influenced by the banking sector. There are different roles that banks play in contributing to the operation and growth of an economy. Their role spreads from that of intermediary to that of provider of payment clearing services. Banks are an important and integral part of any economy. According to a study by Greenberg & Simbanegavi (2009), the South African banking sector is fertile ground for high levels of competition amongst its players. This competition is important for the proper working of the modern economy. According to Van Leuvensteijn et al. (2008), because banks act as the main vehicle for monetary policy, reduced competition in the banking sector can hinder the efficiency of monetary policy. As a result of the competition in the banking sector, customer retention is a key component of banks’ strategies in today’s market. The main aim of the study was to investigate factors affecting customer retention at Nedbank South Africa. The study focused on the institutional causes of bank customer defection and sought to investigate the effects of three factors (Customer service quality, Satisfaction with product, and Switching costs) on Customer Retention. This study showed the importance of customer retention and more importantly how the mentioned three factors affect customer retention at Nedbank South Africa. One of the highlights that came out of this research was that 50 perscent of the respondents were either considering closing their account or were likely to close their account within the next 12 months. In conclusion, these three factors were found to be important in the customer retention strategy of the bank. Recommendations were presented by the author on how to integrate the factors into a retention framework that can contribute to the profitability of the bank. Areas of future research that can be helpful to the bank were also highlighted by the author.
- Full Text:
- Date Issued: 2013
Electronic communication continuity planning from the perspective of an individual
- Authors: Fouché, Jacques
- Date: 2012
- Subjects: Electronic systems , Internet
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9802 , http://hdl.handle.net/10948/d1012270 , Electronic systems , Internet
- Description: It is beyond doubt that technology has changed the way people in modern society live their daily lives. While a modern society eagerly adopts new technology, the loss of the services provided by these technologies is hardly ever considered. Therefore, this research project will evaluate the importance of communication technology and how critical it is for an individual. Furthermore, this research will provide a framework to improve the availability of current communication technologies from the perspective of the individual.
- Full Text:
- Date Issued: 2012
- Authors: Fouché, Jacques
- Date: 2012
- Subjects: Electronic systems , Internet
- Language: English
- Type: Thesis , Masters , MTech
- Identifier: vital:9802 , http://hdl.handle.net/10948/d1012270 , Electronic systems , Internet
- Description: It is beyond doubt that technology has changed the way people in modern society live their daily lives. While a modern society eagerly adopts new technology, the loss of the services provided by these technologies is hardly ever considered. Therefore, this research project will evaluate the importance of communication technology and how critical it is for an individual. Furthermore, this research will provide a framework to improve the availability of current communication technologies from the perspective of the individual.
- Full Text:
- Date Issued: 2012
An investigation of the in vitro anticancer properties of selected platinum compounds
- Authors: Du Plessis-Stoman, Debbie
- Date: 2006
- Subjects: Antineoplastic agents , Platinum compounds , Cancer -- Immunological aspects , Cancer -- Chemotherapy
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10334 , http://hdl.handle.net/10948/498 , http://hdl.handle.net/10948/d1012002 , Antineoplastic agents , Platinum compounds , Cancer -- Immunological aspects , Cancer -- Chemotherapy
- Description: This dissertation mainly deals with some biochemical aspects regarding the efficacy of novel platinum anticancer compounds, as part of a broader study in which both chemistry and biochemistry are involved. Various novel diamine and N-S donor chelate compounds of platinum II and IV have been developed in which factors such as stereochemistry, ligand exchange rate and biocompatibility were considered as additional parameters. In the first order testing, each of these compounds was tested with reference to their “killing” potential by comparing their rate of killing, over a period of 48 hours with those of cisplatin and oxaliplatin. Some 80 compounds were tested in this way. Although only a few could be regarded as equal to or even better than cisplatin and oxaliplatin, the testing of these compounds on cancer cells provided useful knowledge for the further development of novel compounds. Four of the better compounds, namely Y9, Y14, Y16 and Lt16.2 were selected for further studies to obtain more detailed knowledge of their anticancer action, including some flow cytometric studies. In addition to the above, cisplatin resistant cells were produced for each of the three different cell lines tested, namely, HeLa, HT29 and MCF7 cancer cell lines, by intermittent and incremental exposure to cisplatin (all the cell lines tested became resistant to cisplatin). Each of the selected compounds were exposed to the cells in the same manner, in order to attempt the induction of resistance against these compounds in the three cell lines tested (i.e. whether these cells will become resistant to the various compounds). Each of these selected platinum containing compounds were subsequently tested against the “cisplatin resistant” cell lines in order to determine their efficacy against such cells. One such compound could be singled out, since cervical cancer cells (HeLa cells) do not become resistant to it. This behaviour is similar to that of oxaliplatin against cervical cancer and colon cancer (HT29) cells (oxaliplatin is the number one treatment for colon cancer at present). This compound also proved to be more active against cisplatin resistant cell lines. It was found that all the compounds induced apoptosis in the cell lines tested as well as inhibit the DNA cycle at one or more phase. Finally, an effort was made to evaluate the different compounds by comparing them with respect to their properties relating to anticancer action.
- Full Text:
- Date Issued: 2006
- Authors: Du Plessis-Stoman, Debbie
- Date: 2006
- Subjects: Antineoplastic agents , Platinum compounds , Cancer -- Immunological aspects , Cancer -- Chemotherapy
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10334 , http://hdl.handle.net/10948/498 , http://hdl.handle.net/10948/d1012002 , Antineoplastic agents , Platinum compounds , Cancer -- Immunological aspects , Cancer -- Chemotherapy
- Description: This dissertation mainly deals with some biochemical aspects regarding the efficacy of novel platinum anticancer compounds, as part of a broader study in which both chemistry and biochemistry are involved. Various novel diamine and N-S donor chelate compounds of platinum II and IV have been developed in which factors such as stereochemistry, ligand exchange rate and biocompatibility were considered as additional parameters. In the first order testing, each of these compounds was tested with reference to their “killing” potential by comparing their rate of killing, over a period of 48 hours with those of cisplatin and oxaliplatin. Some 80 compounds were tested in this way. Although only a few could be regarded as equal to or even better than cisplatin and oxaliplatin, the testing of these compounds on cancer cells provided useful knowledge for the further development of novel compounds. Four of the better compounds, namely Y9, Y14, Y16 and Lt16.2 were selected for further studies to obtain more detailed knowledge of their anticancer action, including some flow cytometric studies. In addition to the above, cisplatin resistant cells were produced for each of the three different cell lines tested, namely, HeLa, HT29 and MCF7 cancer cell lines, by intermittent and incremental exposure to cisplatin (all the cell lines tested became resistant to cisplatin). Each of the selected compounds were exposed to the cells in the same manner, in order to attempt the induction of resistance against these compounds in the three cell lines tested (i.e. whether these cells will become resistant to the various compounds). Each of these selected platinum containing compounds were subsequently tested against the “cisplatin resistant” cell lines in order to determine their efficacy against such cells. One such compound could be singled out, since cervical cancer cells (HeLa cells) do not become resistant to it. This behaviour is similar to that of oxaliplatin against cervical cancer and colon cancer (HT29) cells (oxaliplatin is the number one treatment for colon cancer at present). This compound also proved to be more active against cisplatin resistant cell lines. It was found that all the compounds induced apoptosis in the cell lines tested as well as inhibit the DNA cycle at one or more phase. Finally, an effort was made to evaluate the different compounds by comparing them with respect to their properties relating to anticancer action.
- Full Text:
- Date Issued: 2006
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