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• W2288477345 abstract "The increasing use of on-line banking and remote transactions between bank customers and commercial banks led to the question of whether(tangibles) physical evidence is still critical in a bank's competitive strategy. Though service marketing generally encourage the tangibilising of service offerings, this study focussed on evaluating customer's perceptions on the importance of various physical evidence(tangibles) variables of commercial banks in Zimbabwe. The study used a quota sample of 200 bank clients represented by 98 men and 102 women from the Harare commercial banking market. The study established that exterior and interior decor, image of websites and employee appearance were still regarded as relevant physical evidence factors by customers. Negative relationships were established between aesthetic factors and information factors, and between structural variables and atmospheric variables. Some association was also found between demographic variables and some physical evidence dimensions. The overall analysis concluded that there was poor value perception of banks' physical evidence dimensions by customers in Zimbabwe. The study recommended banks to make a follow up on customers by designing electronic and on-line physical evidence variables." @default.
• W2288477345 created "2016-06-24" @default.
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• W2288477345 date "2015-08-03" @default.
• W2288477345 modified "2023-09-27" @default.
• W2288477345 title "The fall of Tangibles in Financial Services Marketing: Are Commercial Banks in Zimbabwe Affected?" @default.
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• W2288477345 doi "https://doi.org/10.6084/m9.figshare.1500959.v1" @default.
• W2288477345 hasPublicationYear "2015" @default.
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