Service Quality Delivery of Rural Banks: Perception of Customers in Emerging Economies
Michael Ayikwei Quarshie,
Reginald Djimatey and
Additional contact information
Michael Ayikwei Quarshie: Department of Entrepreneurship and Business Sciences, University of Energy and Natural Resources, Sunyani, Brong Ahafo Region, Ghana
Reginald Djimatey: Department of Entrepreneurship and Business Sciences, University of Energy and Natural Resources, Sunyani, Brong Ahafo Region, Ghana
Ama Abakah-Anaman: Takoradi Technical Institute, Takoradi, Western Region, Ghana
Asian Business Research Journal, 2018, vol. 3, issue 1, 33-40
The aim of this study was to investigate service quality delivery of rural banks in emerging economies from the customers’ perspective. This study employed descriptive design. A questionnaire designed by the researchers was used to obtain data from 382 customers, using convenience sampling technique. Data were presented and analyzed using descriptive statistics which included frequencies, percentages, means and standard deviation. The study found that customers want rural banks in Takoradi to establish more convenient branches i.e. sub branches, outlets and further extend banking hours to resolve overcrowding at the banking halls. It was therefore recommended that management of these rural banks in Takoradi, Ghana should liaise with stakeholders to establish more branches in its catchment areas to ease the frequent congestion in the banking halls.
Keywords: Service quality delivery; Rural bank; SERVQUAL; Customer satisfaction; Responsiveness; Empathy; Assurance; Reliability; Tangibility; Perception (search for similar items in EconPapers)
References: View references in EconPapers View complete reference list from CitEc
Citations: Track citations by RSS feed
Downloads: (external link)
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
Persistent link: https://EconPapers.repec.org/RePEc:ajn:abrjou:2018:p:33-40
Access Statistics for this article
Asian Business Research Journal is currently edited by Sophia
More articles in Asian Business Research Journal from Sophia 244 Fifth Avenue, 2nd Floor, New York, NY 10001.
Bibliographic data for series maintained by Sophia ().