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Service Quality in the Banking Sector in Ghana
Institute of Professional Studies, Legon-Accra, Ghana.
All Nations University College, Department of Business Administration.
Högskolan i Gävle, Akademin för utbildning och ekonomi, Avdelningen för ekonomi, Företagsekonomi.
2012 (engelsk)Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]

Service quality in the delivery of banking services is considered as giving firms’ a competitive edge and increasingly it is becoming a critical success factor. This research investigates the role that service quality plays in the Ghanaian banking sector and its impact on service delivery. A sample of 400 customers was taken from a combination of four leading indigenous and foreign banks and questionnaires administered to them based on the SERVQUAL dimensions. Using the William L. Boyd, Myron Leonard, and Charles White’s Standard Instrument for weighting of rating of service quality, results indicated that gaps exist between customers’ expectations and perceptions of service delivery in all the banks even though the banks performed better on the tangibility dimension. Despite this observation, the banks retained their customers. The study concluded that service quality is necessary but not a sufficient condition to maintain customers.

sted, utgiver, år, opplag, sider
2012.
HSV kategori
Identifikatorer
URN: urn:nbn:se:hig:diva-13157OAI: oai:DiVA.org:hig-13157DiVA, id: diva2:559574
Konferanse
13th International Academy of African Business and Development conference, 15th – 19th May 2012, El Jadida, Morocco
Tilgjengelig fra: 2012-10-09 Laget: 2012-10-09 Sist oppdatert: 2018-03-13bibliografisk kontrollert

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