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An analysis of the inter-relationship between savings product usage and satisfaction using a SERVQUAL framework
Southern African Business Review
View Archive Info| Field | Value | |
| Title |
An analysis of the inter-relationship between savings product usage and satisfaction using a SERVQUAL framework
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| Creator |
de Clercq, B
Venter, JMP van Aardt, CJ |
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| Subject |
financial services, satisfaction, SERVQUAL, marginal utility, savings
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| Description |
The article maintains that improved participation in the financial services industries seems to be dependent on satisfaction levels regarding financial services product usage. Empirical evidence shows that higher usage and higher satisfaction regarding basic savings products such as savings accounts, money market investments and fixed deposits, as well as wealth management products such as home loan accounts, vehicle finance, endowment policies, retirement annuity policies, collective investment schemes and other specific needs savings products go hand in hand. Financial advisors, financial regulators as well as financial product providers should understand their role and responsibilities towards savers or potential savers in South Africa to ensure satisfaction levels, which would result in an increase in the use of financial products and could potentially lead to improved savings rates for South Africa.Key words: financial services, satisfaction, SERVQUAL, marginal utility, savings
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| Publisher |
College of Economic and Management Sciences (UNISA)
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| Contributor |
—
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| Date |
2013-02-15
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
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| Format |
application/pdf
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| Identifier |
https://www.ajol.info/index.php/sabr/article/view/85464
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| Source |
Southern African Business Review; Vol 16, No 2 (2012); 120-138
1998-8125 1561-896X |
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| Language |
eng
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| Relation |
https://www.ajol.info/index.php/sabr/article/view/85464/75395
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| Rights |
Copyright on articles is retained by the author(s). The editor and reviewers of SABR cannot accept any responsibility for the infringement of authors' rights or copyright.
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