Service quality dimensions in the retail banking sector of Zimbabwe
Ranga Gilbert Chirimubwe
Broschiertes Buch

Service quality dimensions in the retail banking sector of Zimbabwe

2007-2009

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The study sought to provide a comprehensive evaluation of service quality dimensions in the retail banking sector of Zimbabwe. Overall, the findings were consistent with hypothesis from the service marketing literature which says there is a positive relationship between service quality dimensions and customer loyalty, trust, customer satisfaction and internal marketing. The most significant predictors for customer loyalty, trust and customer satisfaction are reliability, tangibles and empathy. Internal marketing is not fully implemented in these retail banks. The researcher recommends that the...