JEFMS Journal

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.

KEYWORDS:

commercial banks, indigenization policy, service quality, Zimbabwean banking sector

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