The study sought to provide a comprehensive evaluation of service quality dimensions in the retail banking sector of Zimbabwe. Overall, the findings were consistent with hypothesis from the service marketing literature which says there is a positive relationship between service quality dimensions and customer loyalty, trust, customer satisfaction and internal marketing. The most significant predictors for customer loyalty, trust and customer satisfaction are reliability, tangibles and empathy. Internal marketing is not fully implemented in these retail banks. The researcher recommends that the retail banks in Zimbabwe should work hard to improve all the service quality dimensions through selecting and training employees to build profitable relationships.

Ranga Gilbert Chirimubwe is a lecturer and examiner with the higher education examination council, Zimbabwe. He holds an M.Com Marketing from MSU (Zimbabwe), B.Com Marketing from UNISA (South Africa), CE from University of Zimbabwe. His area of interest is marketing, management and risk management.