Purpose: The study examined the role of after-sales services on customer satisfaction using CFAO Motors as a case study. Methodology: A mixed approach was used in the data collection through questionnaire administration and interviews. The analysis made used of Kano's Model and Kendall's Coefficient of Concordance. Results: The result indicated that maintenance (M) = 43 and inspection (O) = 41 were the highest scores of the major categories under customer requirement on "must-be" requirement and "one-dimensional" requirement respectively. The customers ranked solving problems through maintenance, accuracy of documentation and competency of service technicians as the top three priorities of their assessment on after-sales services. The service technicians revealed that competition coupled with insufficient hands on the job as a major challenge to after-sales services while the Workshop Manager indicated that customers were reminded of their next servicing schedule through sticker which was placed in the car to show scheduled service time. Conclusion: The study concludes that CFAO Motor must be customer-centric organization through deployment of effective marketing strategies to build long term relationships with stakeholders to better its performance. Originality: This is the first time in the Ghanaian context where a mixed method and the application of the Kano Model have been used on automaker dealer after-sales services.

A review of entrepreneurship literature suggests that entrepreneurial activities are the most important drivers for economic growth. The study sought to determine the predictors that bring about entrepreneurship for artisans and craftsmen in Kumasi Metropolis. Primary data were gathered from artisans and craftsmen in the market and firms through questionnaires in a criteria-based random survey. The findings of the study revealed the determinant factors of individual, firm and the environmental issues as predictors for the sampled respondents. The determinants were also ranked in relative importance and highlighted the challenges faced by the artisans and craftsmen in Kumasi Metropolis. The study recommends that necessary attention should be given to high ranked determinants so as to increase entrepreneurial processes and activities to alleviate poverty from Kumasi Metropolis through stimulation of economic growth, employment generation, and organizations empowerment.

In the developing countries the need for capital of small businesses remains small and fragmented despite a vast number of small businesses operating in these countries. A cross-sectional survey of entrepreneurs was conducted within the Kumasi Metropolis of Ghana on their perspective of venture capital financing. Questionnaires were used to assess their perception and impact of venture capital financing on small businesses whiles descriptive statistics and multiple linear regression were used to analyse the data. Result revealed that the requirement for accessing venture capital was difficult and cumbersome but the entrepreneurs confirmed that venture capital financing and its related packages can make the enterprise a success. The study found sales, innovation and efficiency variables to be positively significant whiles profit has a negative significant impact on venture growth and performance. This study suggests that the venture capital trust fund must embark on nationwide educational drive by engaging the business communities on its operations. The government must show real commitments and programmes towards the realisation of private enterprises development. Furthermore, the study prescribed five generic requirements for entrepreneurs and the venture capital industry that will guide start-up businesses.

This study focused on sales-orientation and customer-orientation of Direct Sales Executives (DSEs) on sales performance at Fidelity Bank, Ghana; which was a cross-sectional study. Data were analysed using descriptive statistics, Kendall’s coefficient of concordance, cross tabulation and chi-squared test of independence. The result showed a strong association between prior sales experience and employment status. DSEs customer orientation was influenced by customer information while the sales orientation was on convincing customers to buy. The customer-oriented culture was based on reliable market and customer information. DSEs sales performance were influenced by complete knowledge of the bank’s products and services, listening skills and empathy. The study suggests that Fidelity Bank must sensitize its DSEs on the bank philosophy on its customer orientation culture. This study appears to be the first of its kind to explore the connection between sales orientation and customer orientation on performance in the Banking Industry in Ghana, thus providing empirical evidence for academics and practitioners.

This study aim is to explore owners of small enterprises' appreciation of bank’s role in developing their businesses and the challenges that come along in accessing banking services in the context of Sefwi-Bekwai which is a rural community. Questionnaires were used to solicit information from the owners while descriptive statistics aided the data analysis. The study found that the main source of start-up capital is the owner’s funds whiles saving was recorded as the key benefit of banking. It further revealed that the high-interest rate charged was a barrier in accessing loans and the effect of bank relations was sound financial management for the SME’s operations. The paper suggests the need for small enterprise owners in the rural communities to form an association for their benefit in terms of taking advantage of group lending and demanding support and relief from relevant authorities. Improved institutional support would also give small enterprises better access to the information they need for financing and growth.