Spotting the Critical Service Quality Determinants in the Ghanaian Retail Banking: Importance and Effects

Geoffrey Bentum-Micah, Wenxin Wang, Zhiqiang Ma, Antoinette Asabea-Addo, Sampson A. Atuahene, Victor Bondzie-Micah, Rhoda Afriyie Mensah, Emmanuel B. Boadi


Critical of the areas in customer-centered marketing paradigms and philosophies, is ensuring that existing customers are satisfied to enable you maintain their loyalty, repurchase and to woo in new clientele. The study examined the critical influences of customer satisfaction in the retail banking of Ghana and its effects on customers’ purchasing behavior. The study included 791 clienteles drawn from the sampling population. A cross-sectional survey was used to examine the experience of benefiting from service quality elements, perceived service quality and customers purchasing behavior based on a customized 18 dimensions of SERVQUAL. By means of frequency and mediation analysis, estimates for the direct and indirect effects of benefiting from the service quality influences on perceived service quality and consumer purchasing behavior was assessed. The impacts of evidence of service quality factors on customers purchasing behavior, was partially-mediated by perceived service quality with statistically-significant indirect effect. The results prompted that the banks’ aesthetics, cleanliness, communication skills, competence, availability, access and security of their clienteles be prioritized areas they can’t afford to fail.

Keywords: Service Quality, Determinants, Retail Banking, Customer Satisfaction, Behavioral intentions.

DOI: 10.7176/EJBM/11-27-08

Publication date:September 30th 2019

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