The effect of performance management in retail bank branches and how this affects the service delivery in Gauteng

Abstract

The aim of this study was to evaluate if there was a connection between performance management and customers service within retail branches in Gauteng. In the service industry service is the key component of retaining customers and gives the competitive edge over their rivals. A thorough literature study was conducted by using the views of different authors and combining them. The concept of service delivery was defined and discussed looking at the various components of service. Further to this the concept performance management was defined. Based on the literature study it was found that there is a large human component in service delivery and the perception of the customer in terms of that service delivery. “Knowledge where value resides and what constitutes customer value from the standpoint of the customer has been very critical in the strategies of firms in all industries and elsewhere (Day, 1990. Mckenna, 1991. Ibidunni, 2004). Ensuring that individual values and goals are aligned to the organisation and that each is driving the same strategies becomes fundamental to their success. PM can be used as a tool to align these strategies and to strive towards one goal, retaining the customer through exceptional service delivery and ensuring that the brand talks to one standard service delivery throughout all of its channels. Conclusions regarding the findings of the research were presented and recommendations were made. It is important to note that these recommendations are guidelines that correlates directly to the empirical analysis made. The research study was evaluated against the primary and secondary objectives with the correlation that both were achieved.