Service quality dimensions in the retail banking sector of Zimbabwe - Chirimubwe, Ranga Gilbert
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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…mehr

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Produktbeschreibung
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 retail banks in Zimbabwe should work hard to improve all the service quality dimensions through selecting and training employees to build profitable relationships.
Autorenporträt
Ranga Gilbert Chirimubwe es conferencista y examinador del consejo de exámenes de educación superior de Zimbabwe. Tiene un M.Com Marketing de MSU (Zimbabwe), B.Com Marketing de UNISA (Sudáfrica), CE de la Universidad de Zimbabwe. Su área de interés es el marketing, la gestión y la gestión de riesgos.