The Impact of corporate governance on the quality of service delivery in the banking sector. A case study of Zimbabwean financial institutions · Electronic Theses and Dissertations

Author

Deka, Tinotenda

Title

The Impact of corporate governance on the quality of service delivery in the banking sector. A case study of Zimbabwean financial institutions

Abstract

This study aimed to examine the impact of corporate governance on the quality of service delivery in the banking sector of Zimbabwean Financial Institutions. The organised private sector has received the majority of attention in previous discussions on the quality of service delivery, whereas economic regulators have received very little attention. The research was conducted in light of the widespread instances of poor service delivery in the banking industry, which caused certain institutions to stray from their core competencies and ultimately be placed under curatorship. The study was done only taking into account banks and financial institutions in Zimbabwe. Simple and stratified random sampling methods were used and came up with a sample size of 70 respondents that comprised of bank managers, treasury managers, compliance officers, public relations officers and bank tellers and others who are well knowledgeable of the subject matter due to their experience. The findings are based on information gathered using a methodology that incorporated primary data such as questionnaires and in-person interviews. Studying information that was previously available and had been published for other purposes allowed researchers to get secondary data. In order to analyse quantitative and qualitative survey results, Microsoft Excel and SPSS software were employed and the data was presented in the form of charts, tables and pie charts. The study makes recommendations that the corporate governance issues should be top priority for the central bank and demand everyone’s attention. This research also gave an interest to a study of how companies balance their obligations to shareholders with their obligation to some stakeholders such as customers and employees. According to the study's findings, the majority of Zimbabwe's financial institutions implemented corporate governance practices that had a beneficial influence on the establishment of high-quality services in the country's banking and financial services sectors.

Date

2023

Publisher

BUSE

Keywords

Corporate governance

Service delivery

Banking sector

Zimbabwean financial institutions

Supervisor

N/A