The Role of Indigenization on Service Quality: A Case of Zimbabwe’s Banking Sector
Journal Title: Journal of Economics, Finance and Management Studies - Year 2018, Vol 1, Issue 01
Abstract
This paper seeks to contribute scholarly knowledge on service quality, by exploring the role of indigenisation policy in the Zimbabwean banking sector. Our study adopted a multiple methods approach as a means to gaining richer data, and used questionnaires (81 respondents), personal face to face interviews (9), telephonic interviews (5) and participatory observations (14 days). We found that international commercial banks offer better service quality as compared to their indigenous counterparts. Banking practitioners, academics and the general research community stand to benefit from this paper as it awakens them to the attendant service quality issues that need to be taken cognizance of in their day to day running of commercial banks while also giving the academic and research communities a referral point and source of future research. We argue that if the policy of indigenisation is to be successful, then, there is need to deliver high service quality within the sectors affected by the policy.
Authors and Affiliations
E Rufasha, P Chitakunye, M Phiri, A Takhar, S Bhero
Keywords
Related Articles
- EP ID EP683966
- DOI -
- Views 291
- Downloads 0
The Hospitality Industry in Times of Covid: Changes in Management and Recovery Strategies: A Look from the Hotel Sector in Marrakech
Due to the COVID-19 pandemic, the tourism sector worldwide has undergone all kinds of changes, from operational to organizational. This study responds to requests for research on the devastating impact of the Covid-19 pa...
Impact of Fintech on Economic Development of Third World Countries: A Focus on Nigeria
The digital age has ushered in a transformative shift in the financial industry, permitting financial institutions to reach previously "unbanked" consumers in emerging economies while keeping current traditional bank cus...
The Effect of Capital Structure, Dividend Policy, and Foreign Ownership on Firm Value
The value of the company is very useful for external and internal parties of the company because it is a reflection of the company's condition and public trust. This study aims to analyze the effect of capital structure,...
Implementation of The Tri Hita Karana Culture In Delone And Mclean Models To Assess The Success of Using Accounting Information Systems
The success of information systems (IS) is illustrated by the satisfaction felt by IS users, or it can be described by the continuous use of information systems by users. Organizational culture is one of the important th...
The Influence of Organizational Culture, Job Satisfaction, and Servant Leadership on Service Quality Mediated by Affective Commitment in Freight Forwarding Companies
The purpose of this research is to analyze empirically effect of organizational culture, job satisfaction, and servant leadership on service quality through the affective commitment of employee from freight forwarding co...