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VOL. 1, ISSUE 2 (2025)
Examining the outcomes of service quality delivery: A study of the ghanaian banking sector
Authors
Jacob Deladem Elikem
Abstract
In this study, I seek to examine the outcomes of service quality
delivery in the Ghanaian Banking Sector. Data was collected from 110 customers
of 4 standard chartered bank branches in Accra. The data was then analyzed
using structural equation modeling utilizing the partial least squares (PLS).
Findings of the study indicated that assurance, reliability, and responsiveness
dimensions of service delivery quality have significant positive effect on
customer satisfaction. Empathy and tangibility did not significantly influence
customer satisfaction. Also, reliability and responsiveness were the dimensions
of service delivery quality that significantly influenced customer loyalty
positively. Assurance, empathy and tangibility did not significantly influence
customer loyalty. Practical implication for managers and direction for future
studies are discussed.
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Pages:113-124
How to cite this article:
Jacob Deladem Elikem "Examining the outcomes of service quality delivery: A study of the ghanaian banking sector". International Journal of Advanced Education
, Vol 1, Issue 2, 2025, Pages 113-124
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