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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.
University of Gävle, Faculty of Education and Business Studies, Department of Business and Economic Studies.
2012 (English)Conference paper, Published paper (Refereed)
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.

Place, publisher, year, edition, pages
2012.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hig:diva-13157OAI: oai:DiVA.org:hig-13157DiVA: diva2:559574
Conference
13th International Academy of African Business and Development conference, 15th – 19th May 2012, El Jadida, Morocco
Available from: 2012-10-09 Created: 2012-10-09 Last updated: 2012-11-27Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • sv-SE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf