IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v4y2020i11p179-182.html
   My bibliography  Save this article

Antecedents of Corporate Governance and Customer Satisfaction in the Banking Sector of Zimbabwe

Author

Listed:
  • Dr Faitira Manuere

    (Department of Entrepreneurship and Business Management, Chinhoyi University of Technology, Zimbabwe)

  • Viriri Piason

    (Department of International Marketing, Chinhoyi University of Technology, Zimbabwe)

  • Whami Martha

    (Department of Entrepreneurship and Business Management, Chinhoyi University of Technology, Zimbabwe)

  • Taurai Manyadze

    (Department of Entrepreneurship and Business Management, Chinhoyi University of Technology, Zimbabwe)

Abstract

Customer satisfaction remains one of the pillars of company performance in the banking sector of Zimbabwe. The aim of the study is to measure the relationship between customer satisfaction and corporate governance in the banking sector. There are thirteen commercial banks in Zimbabwe. These banks include Agriculture Development Bank of Zimbabwe, BancABC, First Capital Bank Limited, CBZ Bank Limited, Ecobank Zimbabwe Limited, Stanbic Bank Limited, Nedbank Zimbabwe Limited, Metbank, NMB Bank, Stanbic Bank, Steward Bank and ZB Bank. A review of extent literature shows that no study has been done to investigate the impact of corporate governance on customer satisfaction in the commercial banks of Zimbabwe. Therefore, this study makes use of two corporate governance variables. These are: CEO duality and outside directors. A structured questionnaire was used to collect primary data for this study. The systematic sampling technique enabled the research to generate a sample of 163 customers from the given commercial banks. Hierarchical regression tests were used to test the hypothesis in this study. The results showed that CEO duality is associated with poor customer satisfaction. However, there is no significant relationship between outside directors and customer satisfaction. The study recommends that commercial banks should provide both efficient and attractive services in order to lure more customers.

Suggested Citation

  • Dr Faitira Manuere & Viriri Piason & Whami Martha & Taurai Manyadze, 2020. "Antecedents of Corporate Governance and Customer Satisfaction in the Banking Sector of Zimbabwe," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 4(11), pages 179-182, November.
    • Handle: RePEc:bcp:journl:v:4:y:2020:i:11:p:179-182
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-4-issue-11/179-182.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/virtual-library/papers/antecedents-of-corporate-governance-and-customer-satisfaction-in-the-banking-sector-of-zimbabwe/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Fama, Eugene F & Jensen, Michael C, 1983. "Separation of Ownership and Control," Journal of Law and Economics, University of Chicago Press, vol. 26(2), pages 301-325, June.
    2. Mike W. Peng, 2004. "Outside directors and firm performance during institutional transitions," Strategic Management Journal, Wiley Blackwell, vol. 25(5), pages 453-471, May.
    3. Michael C. Jensen, 2010. "The Modern Industrial Revolution, Exit, and the Failure of Internal Control Systems," Journal of Applied Corporate Finance, Morgan Stanley, vol. 22(1), pages 43-58, January.
    4. Chen, Gongmeng & Firth, Michael & Gao, Daniel N. & Rui, Oliver M., 2006. "Ownership structure, corporate governance, and fraud: Evidence from China," Journal of Corporate Finance, Elsevier, vol. 12(3), pages 424-448, June.
    5. Paula L. Rechner & Dan R. Dalton, 1991. "CEO duality and organizational performance: A longitudinal analysis," Strategic Management Journal, Wiley Blackwell, vol. 12(2), pages 155-160, February.
    6. Pi, Lynn & Timme, Stephen G., 1993. "Corporate control and bank efficiency," Journal of Banking & Finance, Elsevier, vol. 17(2-3), pages 515-530, April.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hsu, Shufang & Lin, Shih-Wei & Chen, Wei-Peng & Huang, Jhao-Wei, 2021. "CEO duality, information costs, and firm performance," The North American Journal of Economics and Finance, Elsevier, vol. 55(C).
    2. Rimon Emile & Aiman Ragab & Sandy Kyaw, 2014. "The Effect of Corporate Governance on Firm Performance, Evidence from Egypt," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 4(12), pages 1865-1877, December.
    3. Mohamed Belkhir, 2006. "Board structure, Ownership structure, and Firm performance : Evidence from Banking," Working Papers halshs-00009115, HAL.
    4. narjess BOUABDALLAH & jamel Eddine HENCHIRI, 2020. "L' impact des mécanismes de gouvernance interne sur le risque opérationnel bancaire," Journal of Academic Finance, RED research unit, university of Gabes, Tunisia, vol. 11(1), pages 151-189, June.
    5. C. P. Abdul Gafoor & V. Mariappan & S. Thiyagarajan, 2018. "Does the Board Structure Affect the Asset Quality of the Banks? Evidence from India," IIM Kozhikode Society & Management Review, , vol. 7(2), pages 122-131, July.
    6. Mathieu, Robert & Robb, Sean & Zhang, Ping, 2006. "Leadership structure and the value of debt contracts: Evidence from the Canadian market," The International Journal of Accounting, Elsevier, vol. 41(2), pages 119-140.
    7. repec:asi:ajoerj:2014:p:468-487 is not listed on IDEAS
    8. Fidanoski, Filip & Mateska, Vesna & Simeonovski, Kiril, 2013. "Corporate Governance and Bank Performance: Evidence from Macedonia," MPRA Paper 46773, University Library of Munich, Germany, revised Mar 2013.
    9. Naeem Tabassum & Satwinder Singh, 2020. "Corporate Governance and Organisational Performance," Springer Books, Springer, number 978-3-030-48527-6, January.
    10. He, Yan & Chiu, Yung-ho & Zhang, Bin, 2015. "The impact of corporate governance on state-owned and non-state-owned firms efficiency in China," The North American Journal of Economics and Finance, Elsevier, vol. 33(C), pages 252-277.
    11. Olfa Nessibi, 2016. "The Determinants of Bank Profitability: The Case of Tunisia," International Journal of Finance & Banking Studies, Center for the Strategic Studies in Business and Finance, vol. 5(1), pages 39-50, January.
    12. Goyal, Vidhan K. & Park, Chul W., 2002. "Board leadership structure and CEO turnover," Journal of Corporate Finance, Elsevier, vol. 8(1), pages 49-66, January.
    13. James, Hui Liang & Borah, Nilakshi & Lirely, Roger, 2022. "The effectiveness of board independence in high-discretion firms," The Quarterly Review of Economics and Finance, Elsevier, vol. 85(C), pages 103-117.
    14. Pham, Nga & Oh, K.B. & Pech, Richard, 2015. "Mergers and acquisitions: CEO duality, operating performance and stock returns in Vietnam," Pacific-Basin Finance Journal, Elsevier, vol. 35(PA), pages 298-316.
    15. Olubunmi Faleye, 2007. "Does one hat fit all? The case of corporate leadership structure," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 11(3), pages 239-259, September.
    16. Brickley, James A. & Coles, Jeffrey L. & Jarrell, Gregg, 1997. "Leadership structure: Separating the CEO and Chairman of the Board," Journal of Corporate Finance, Elsevier, vol. 3(3), pages 189-220, June.
    17. Antonio Mínguez & Juan Francisco Martín Ugedo, 2005. "La Influencia Del Poder De La Direccion En El Riesgo Y En El Valor De La Empresa: Evidencia Para El Mercado Español," Working Papers. Serie EC 2005-13, Instituto Valenciano de Investigaciones Económicas, S.A. (Ivie).
    18. Yuan, Rongli & Liu, Chao & Xiao, Jason Zezhong & Sun, Jian, 2018. "The determinants and effects of voluntary adoption of a cumulative voting system: Evidence from China," Pacific-Basin Finance Journal, Elsevier, vol. 51(C), pages 251-266.
    19. Ahmed Bouteska, 2020. "Do Board Characteristics Affect Bank Performance? Evidence from the Eurozone," Journal of Asset Management, Palgrave Macmillan, vol. 21(6), pages 535-548, October.
    20. Ray Donnelly & Mark Mulcahy, 2008. "Board Structure, Ownership, and Voluntary Disclosure in Ireland," Corporate Governance: An International Review, Wiley Blackwell, vol. 16(5), pages 416-429, September.
    21. Anup Banerjee & Mattias Nordqvist & Karin Hellerstedt, 2020. "The role of the board chair—A literature review and suggestions for future research," Corporate Governance: An International Review, Wiley Blackwell, vol. 28(6), pages 372-405, November.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:4:y:2020:i:11:p:179-182. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.