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Service quality dimensions in the retail banking sector of Zimbabwe: 2007-2009 - Couverture souple

Chirimubwe, Ranga Gilbert

 
9783844306330: Service quality dimensions in the retail banking sector of Zimbabwe: 2007-2009
Couverture souple
ISBN 10 : 3844306331 ISBN 13 : 9783844306330
Editeur : LAP LAMBERT Academic Publishing, 2011

Synopsis

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.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Présentation de l'éditeur

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.

Biographie de l'auteur

Ranga Gilbert Chirimubwe is a lecturer and examiner with the higher education examination council, Zimbabwe. He holds an M.Com Marketing from MSU (Zimbabwe), B.Com Marketing from UNISA (South Africa), CE from University of Zimbabwe. His area of interest is marketing, management and risk management.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
LAP LAMBERT Academic Publishing
Date d'édition
2011
Langue
anglais
ISBN 10 
3844306331
ISBN 13 
9783844306330
Reliure
Broché
Nombre de pages
108
Coordonnées du fabricant
non disponible
Personne responsable
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