Customer satisfaction with retail banking services in Ghana

Bedman Narteh, John Kuada

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25 Citations (Scopus)
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Abstract

This article reports a study of the determinants of customer satisfaction of retail banking services in Ghana and discusses the strategic implications of the findings for the retail banks. We reviewed the extant literature to identify theoretical determinants of customer satisfaction in retail banking and their measurement scales. These were adapted to build a conceptual framework for the empirical investigation conducted. Data were collected using a questionnaire administered through personal interviews to 650 customers of retail banks and the results were factor analysed. We found relational, core and tangible dimensions of service to be the major determinants of customer satisfaction in retail banking in Ghana. Technology also loaded onto the core and tangible dimensions of service quality
Original languageEnglish
JournalThunderbird International Business Review
Volume56
Issue number4
Pages (from-to)353 - 371
Number of pages18
ISSN1096-4762
DOIs
Publication statusPublished - 2014

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