Customers’ Evaluation of Service Quality in the Ghanian Banking Industry: A Case Study of Cal Bank Limited

Addai, Bismark; Agyeman, Annette Serwaa; Gyimah, Adjei Gyamfi

doi:10.5296/ifb.v6i1.14177

Cited by 4 publications

(8 citation statements)

References 9 publications

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“…Customers, on the other side, are eager to anticipate bundled services on a consolidated platform from which they can (Mersha and Worku, 2020). Ghana's banking sector is competitive mostly as a result of the constant introduction of novel goods and services (Addai et al, 2019). The COVID-19 pandemic has boosted competitiveness, which has raised the requirement to provide quality customer-oriented services converging on digital platforms to satisfy and retain their clients (Agudze-Tordzro et al, 2014).…”

Section: Service Portfoliosmentioning

confidence: 99%

The Impact of Digital Transformation on Customer Satisfaction to Digital Banking Service of Commercial Banks in Vietnam

2023

EJBM

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The present study focuses on examining the interplay and correlation between the digital transformation process as assessed by the digital banking service quality components (Ease of use, Effectiveness, Interoperability, Privacy/ Security, Empathy, Responsiveness, Reliability, Service portfolios, Service charge) and customer satisfaction for digital banking services at commercial banks in Vietnam. The predictors (independent variables) for this study are the aforementioned service quality aspects and moderator is Service charge. The outcome variable (dependent variable) is customer satisfaction. The authors combined qualitative and quantitative research techniques to develop observed variables and assess the model's fit. This study can help banking leaders evaluate and improve the quality of digital banking services in the context of financial liberalization and globalization.

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Section: Service Portfoliosmentioning

confidence: 99%

The Impact of Digital Transformation on Customer Satisfaction to Digital Banking Service of Commercial Banks in Vietnam

2023

EJBM

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“…There were various research in the international setting investigating factors that may have linked to service quality such as (1) work environment and service quality correlated by Abdi (2018) in Africa;…”

Section: Problem Statementmentioning

confidence: 99%

“…Meanwhile, a study by Abdi (2018) asserted that there was a robust positive correlation between service quality and the work environment, psychological environment, and social work environment.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

“…This variable is composed of three indicators. Firstly, physical work environment includes tangible factors like machinery, office layout, temperature, ventilation, and lighting where a job is performed (Abdi, 2018). Secondly, psychological work environment refers to the set of characteristics of the work environment that affect how the worker feels (Caniago, 2023).…”

Section: Literature Reviewmentioning

confidence: 99%

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Work Environment, Human Resource Practices, and Organizational Culture: A Causal Model on Service Quality of Employees in Government Agency in Davao Region

Lerio,

Bandiola

2023

AJPPA

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Purpose: This quantitative, non-experimental study aimed to establish the best-fit structural model for the service quality of employees in a national government agency, with a specific focus on the Department of Environment and Natural Resources (DENR) in the Davao Region. Its significance lies in contributing to the existing body of knowledge in the field of public administration, leading to a more efficient and effective delivery of public services. Examining the relationship between factors such as the work environment, human resource practices, and organizational culture concerning service quality, this study builds upon the conclusions drawn from international research, which has investigated these factors in other countries but has yet to address the specific context of the Philippines, particularly in the Davao Region. Therefore, this study would address the gap by examining these relationships in the local context, contributing valuable insights to the literature on service quality in the Philippines. Methodology: A standardized instrument, administered through the Google platform, was used to survey 400 rank-and-file employees selected via stratified sampling in the Davao Region. The data collected were analyzed using statistical methods, including mean and standard deviation calculations, Pearson correlation analysis, multiple regression, and structural equation modeling (SEM). Findings: The study revealed that the service quality (dependent variable) was very high, while the work environment, human resource practices, and organizational culture (independent variables) were all at high levels. A Pearson correlation analysis unveiled a statistically significant and positively correlated relationship between the independent and dependent variables. Multiple regression analysis indicated that work environment, human resource practices, and organizational culture influence service quality. Moreover, organizational culture was found to be the best influencer of service quality of employees. Significantly, Model 5 emerges as the most fitting structural model for assessing service quality. The model demonstrated the direct influence of the work environment on service quality. Additionally, the SEM model identified specific variables that can predict service quality: training and development and evaluation and supervision (for human resource practices), physical and social work environment (for work environment), and adaptability, consistency, and involvement (for organizational culture). Recommendations: Therefore, the discoveries from this study offer valuable insights with direct relevance to policymakers and managers seeking to improve service quality in national government agencies.

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“…Customers on the other hand are anxious in anticipation of bundled services on a convergent platform from which they can access (Mersha and Worku, 2020). The banking industry in Ghana has been competitive mainly due to the constant deployment of newer product and services (Addai et al, 2019). The competition has intensified in the wake of the COVID-19 pandemic heightening the need to offer a convergent of customer-oriented quality services on digital platforms in a bid to satisfy and retain their customers (Agudze-Tordzro et al, 2014).…”

Section: Service Portfoliosmentioning

confidence: 99%

To leave or retain? An interplay between quality digital banking services and customer satisfaction

Egala

Boateng

Mensah

2021

IJBM

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PurposeIn this paper, the authors investigated the impact of quality digital banking services delivered during the COVID-19 pandemic on customers' satisfaction and retention intentions.Design/methodology/approachThis study combined constructs drawn from the E-S-QUAL and BSQ models to measure the impact of digital banking services on subscribers of digital banking services in Ghana. The study utilized structural equation modeling with partial least squares (PLS-SEM) to analyze 395 responses.FindingsResults revealed a significant direct effect between digital banking services satisfaction and customer retention decision. The results also revealed that digital banking services quality dimensions such as ease of use, efficiency, privacy/security and reliability impact customers' satisfaction and retention intentions.Research limitations/implicationsDigital banking service portfolios and their quality dimensions vary among banks. This offers an opportunity for banking institutions and other non-bank financial service providers to be wary of the impact of quality service delivery on customers' decisions. This paper makes significant theoretical contributions and practical implications on the relevance of quality digital banking services in customers' retention strategies for competitive advantage.Originality/valueThis study has underlined the significance of quality digital banking services in developing countries. The study underscored the need for banking and non-bank financial institutions to embrace the much-anticipated quality service demanded by customers and the need for continuous service improvement relative to the growing deployment of financial technologies.

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Customers’ Evaluation of Service Quality in the Ghanian Banking Industry: A Case Study of Cal Bank Limited

Cited by 4 publications

References 9 publications

The Impact of Digital Transformation on Customer Satisfaction to Digital Banking Service of Commercial Banks in Vietnam

The Impact of Digital Transformation on Customer Satisfaction to Digital Banking Service of Commercial Banks in Vietnam

Work Environment, Human Resource Practices, and Organizational Culture: A Causal Model on Service Quality of Employees in Government Agency in Davao Region

To leave or retain? An interplay between quality digital banking services and customer satisfaction

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