-
Anglický jazyk
Service quality dimensions in the retail banking sector of Zimbabwe
Autor: Ranga Gilbert Chirimubwe
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... Viac o knihe
Na objednávku, dodanie 2-4 týždne
45.36 €
bežná cena: 50.40 €
O knihe
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.
- Vydavateľstvo: LAP LAMBERT Academic Publishing
- Rok vydania: 2011
- Formát: Paperback
- Rozmer: 220 x 150 mm
- Jazyk: Anglický jazyk
- ISBN: 9783844306330
