The ‘People’ Element and Service Quality at the Zimbawe Banking Corporation (2003-2005): Debunking the Effectiveness of the Bank’s Internal Marketing Strategy
Journal Title: Journal of Social Economics - Year 2016, Vol 3, Issue 2
Abstract
This study sought to establish the effectiveness of the ‘people’ strategy at ZIMBANK, that is whether ZIMBANK employees (people) were effectively trained and motivated and whether they were in a position to offer quality service to the bank’s customers compared to its rivals. A number of key literary sources that hinged on services marketing and marketing of financial services were consulted on which the theoretical underpinnings of the paper were grounded. ZIMBANK Kwekwe and Kadoma branches were used as a single case study which used the quantitative technique to gather data namely the questionnaire. Data was collected from selected employees of the Kadoma and Kwekwe branches of ZIMBANK and a sample of ten employees was selected from the two branches, five from each branch. The probabilistic sampling procedure was used to choose bank employees. The results of the study revealed that the ‘people’ strategy at ZIMBANK was ineffective as evidenced by poor communication between management and employees, poor salaries and working conditions leading to low levels of staff morale, and inadequate on the job training.
Authors and Affiliations
Ushe Makambe
Keywords
Related Articles
- EP ID EP28677
- DOI -
- Views 239
- Downloads 7
Finding a Balance between Substantive Equality and Sustainable Economic Growth: A Zimbabwean Perspective Compared To Other Countries
Purpose: the paper seeks to establish if substantive equality has an impact on economic growth. The paper shall draw comparisons from other countries in Africa which have substantive equality programmes that were desig...
An Analysis of Corporate Governance in the Nigerian Banking Industry: The Role of Ethics
Since the global financial crisis of 2008 the Nigerian economy saw an unprecedented rise in its unemployment rate and laxity in corporate governance. Several bank executives were charged with corruption and embezzlemen...
Poverty and Regional Inequality in Ghana; A Review
Poverty is one of the most familiar and enduring conditions known to humanity. Some researchers view it as a reaction to the stress of being poor, whereas others perceive it as a process of adapting to the condition of...
Toward Sustainable Development from New Classical Theories: The Case of China
This paper review neoclassical theories on economic growth and the transition from these theories to the sustainable development theories. The application of these theories into the case of China is analyzed. An empiri...
Tourism Laws and Policies in Enugu State, Nigeria since 1960: Feats and Challenges
Sustainable growth and development of the tourism industry, among other things, is a function of relevant and effective laws and policies. In Nigeria and some other developing nations, one of the major challenges of ef...