Browsing by Autor "Daniel Kasser Tee"

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Comparing the Degree of Service Quality, Customer Satisfaction and Loyalty between Big and Small Banks in Ghana
(RELX Group (Netherlands), 2018) Daniel Kasser Tee; Evans Tee
The phenomenal effects of services quality on customer satisfaction and loyalty, coupled with the growing importance of the services sector to national economies, has increased the need for organisations to improve service quality. The main objective of this study was to determine the degree of service quality, customer satisfaction and loyalty among retail banking customers and to compare the individual levels of these constructs between big and small banks in Ghana. The data was sourced through a set of survey questionnaire from bank customers in Ghana. GAP analysis was then used to identify the strengths or deficiencies in service quality, customer satisfaction and customer loyalty. The results revealed that there are different Gaps score levels for the three study constructs. The service quality and customer satisfaction Gap scores of 1.57 and 1.50 respectively are appreciably high, compared to the customer loyalty Gap score of 2.37. In terms of bank size, the big banks in Ghana performed better than the small banks in all the three areas. It is recommended for the small banks to work at improving their performance levels on all fronts.
Determining the Degree of Service Quality, Customer Satisfaction and Loyalty: An Empirical Study of Retail Banking in Ghana
(RELX Group (Netherlands), 2018) Daniel Kasser Tee; Alexander Preko; Evans Tee
The intangible nature of services makes it difficult for an organisation to understand how its customers perceive and evaluate the quality of its services. The pressing need for banks to ensure customer satisfaction and loyalty makes it imperative for them to assess their service quality levels. The purpose of this study was to determine the degree of service quality, customer satisfaction and loyalty among retail banking customers in Ghana. The GAP analysis technique was applied to help in identifying the strengths or deficiencies in the service quality, customer satisfaction and customer loyalty levels, as judged by respondents. The results showed that the extent of Service Quality in Ghana’s banking industry is reasonably high. Also, the extent of Customer Satisfaction, which was rated, based on the single item question, recorded a higher rating over and above service quality. The mean score for Overall Customer Loyalty was 5.08 (Gap score=1.92), indicating a slightly high rate of customer loyalty among bank customers in Ghana. Overall, Customer Loyalty has a relatively high Gap score of 1.92, compared with Service Quality (Gap = 1.75) and customer satisfaction (Gap of 1.50). This points to the existence of lower levels of customer loyalty for the Ghana banking industry, followed by service quality and then customer satisfaction. The study further concluded that the Ghanaian banks should particularly pay attention to behavioural loyalty to help improve on the overall customer loyalty.
Understanding the Relationships between Service Quality, Customer Satisfaction and Loyalty: An Investigation of Ghana’s Retail Banking Sector
(RELX Group (Netherlands), 2018) Daniel Kasser Tee; Alex Preko; Evans Tee
This study set out to examine the interrelationships between service quality, customer satisfaction, and customer loyalty for the Ghana banking industry. The paper also evaluates the effects of the individual dimensions of service quality on overall service quality. Primary research data were collected using questionnaires administered face-to-face, via systematic random sampling approach. Confirmatory Factor Analyses (CFA) was then used to test the hypotheses and address the research objectives as well. The results showed that the three variables were positively interrelated, albeit with different p-values for significance. The five dimensions of service quality, tangibility, reliability, responsiveness, assurance and empathy, each affects overall service quality positively and significantly). The effects of service quality on customer satisfaction was direct, positive but insignificant. In the same manner, customer satisfaction positively but insignificantly impacts customer loyalty. Service quality was seen to positively and significantly affect customer loyalty in this study. The findings therefore serve as a good guide for banks to work at improving service quality, which will in turn positively influence satisfaction and loyalty.