THE INFLUENCE OF SERVICE FAILURE SEVERITY ON PERCEIVED JUSTICE BY CONSUMERS IN THE BANKING INDUSTRY

C De Meyer, I Lubbe and L M Welthagen
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C De Meyer: University of Johannesburg, South Africa
I Lubbe: University of Johannesburg, South Africa
L M Welthagen: University of Johannesburg, South Africa

in ABEM Conference Proceedings from Academy of Business and Emerging Markets (ABEM), Canada, currently edited by Satyendra Singh

Abstract: The banking industry has recently received the attention of policymakers with the newly implemented Basel III framework which presents banks with an opportunity to develop innovative solutions to combat the higher capital requirements issued in the new framework. It is important for markers to understand how service failures influence the satisfaction levels of banking customers and the consequences of these failures on the bank. This paper provides insight into customers’ service failure severity levels and determining which service failure scales are considered important by customers. The data was gathered through convenience sampling amongst consumers at popular shopping centres located in the Gauteng province. The results reveal that service failure does have an influence on customers’ perceived justice

Keywords: SERVICE FAILURE; SEVERITY; PERCEIVED JUSTICE; CONSUMERS; BANKING INDUSTRY (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:ris:abemcp:023359

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