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A critical analysis of communication and language practices prevalent between ABSA Bank (Empangeni) and their clients

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dc.contributor.advisor Rugbeer, H.
dc.contributor.author Mpunzana, Thandeka Deligence
dc.date.accessioned 2013-09-25T08:42:39Z
dc.date.available 2013-09-25T08:42:39Z
dc.date.issued 2012
dc.identifier.uri http://hdl.handle.net/10530/1264
dc.description A thesis submitted in fulfillment of the requirements for the degree of Master of Arts in Communication Science at the University of Zululand, South Africa, 2012. en_US
dc.description.abstract Relationship in banking has become very competitive in the recent past, more especially in the aftermath of the recent global economic meltdown. Most of the major banks in South Africa are not only striving to improve the quality and quantity of their clientele but also to maintain their survival in the corporate market. Most relationship in banks focus on customer satisfaction and customer loyalty, however, the issue of language barrier is being neglected in many banking halls. South Africa hosts eleven official languages and it is obviously not feasible for one particular bank to embrace all these languages for customer service, however, there can be varied strategies for individual banks to cater for clients in specific locations. This thesis examines how particular banks cater for the language needs of its immediate community. The primary goal of this study is to examine the current quality of service offered by the banking sector in South Africa especially in terms of service delivery proposed by the banking code of practice (ABSA COBP).The clients and staff of a bank in Zululand (KwaZulu-Natal) provided valuable information for this study. The data was collected through the use of structured interviews of clients and staff members. The study is informative and insightful in that it infiltrates the responsibilities policy makers in communicating with clients. Furthermore, the study exposes provocative and controversial issues in communication policy and hopes to stir awareness within the banking sector to improve relationship banking. This ground-breaking study also demonstrates how challenges faced by the clients cause banks to fail to meet its intended purpose. This study also exposes provocative and controversial challenges which place our banking sector at risk of total annihilation if left unattended. The study speaks to issues of accountability such as: planning and decision making and the plight of the people of our nation. en_US
dc.language.iso en en_US
dc.publisher University of Zululand en_US
dc.subject Language barrier en_US
dc.subject Service delivery -- banking sector -- South Africa en_US
dc.title A critical analysis of communication and language practices prevalent between ABSA Bank (Empangeni) and their clients en_US

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