Coetzee, JohanThole, Lucas2017-01-132017-01-132015-11http://hdl.handle.net/11660/5315The banking industry in South Africa is credited to be one of the top banking sectors in the world, compliance with stiff regulations has meant that banks have had to constantly increase their competitiveness in order to attract clients. The drawback to stringent regulatory framework on banks has led to banking as a whole becoming expensive for many clients in South Africa. The tightening on profit margins has meant that banks have had to look at other avenues other than the reliance on fees to generate more income and increase their client base. This study takes a look at how service quality can have an influence on a bank and how ultimately this can exert influence on the relationship the bank has with its client base, the number of clients the bank retains and the type of clients it attracts.enDissertation (MBA (Business Administration))--University of the Free State, 2015Banks and bankingABSA BankQuality managementBanks and banking -- Customer servicesDissertationUniversity of the Free State