Customer Service in Rural Banks in Ghana: The Case of Bosomtwe Rural Banks in the Ashanti Region, Ghana

Wongnaa C. Abawiera, Gabriel Dwomoh, Eric Owusu, Samuel B. Pinkrah and Akwasi Antwi ()

International Journal of Academic Research in Business and Social Sciences, 2014, vol. 4, issue 2, 367-378

Abstract: Customer satisfaction occurs when customers’ expectations are met. This study examined the factors that are critical in improving customer satisfaction in rural banks in Ghana. Two random sampling techniques were used to select 300 respondents from four out of ten branches of Bosomtwe Rural Bank Limited in the Ashanti Region of Ghana and structured questionnaire was administered to collect data. Descriptive statistics and probit model were employed in the data analysis. The results showed that there was active youth involvement in the activities of Bosomtwe Rural Bank Limited, all customers were literate and most of the patrons of the bank were males. In general, customers were satisfied with the services provided by the bank. The results of the probit regression analysis indicated that customer satisfaction depends on attention to customer complaints by the staff of the bank, accessibility of the bank to customers, tidiness and cleanliness of banking environment, speed of service delivery and knowledge base of the staff of the bank. These factors were found to have positive effects on customer satisfaction.

Keywords: Customer satisfaction; rural banks; probit model (search for similar items in EconPapers)
Date: 2014
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hrmars.com/hrmars_papers/Customer_Service_i ... ti_Region_Ghana1.pdf (application/pdf)
http://hrmars.com/hrmars_papers/Customer_Service_i ... ti_Region_Ghana1.pdf (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hur:ijarbs:v:4:y:2014:i:2:p:367-378

Access Statistics for this article

More articles in International Journal of Academic Research in Business and Social Sciences from Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences
Bibliographic data for series maintained by Hassan Danial Aslam ().