Service Quality Delivery of Rural Banks: Perception of Customers in Emerging Economies

Michael Ayikwei Quarshie, Reginald Djimatey and Ama Abakah-Anaman
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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

Abstract: 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)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:ajn:abrjou:2018:p:33-40

DOI: 10.20448/journal.518.2018.31.33.40

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