Operational Risk, Bank Size and the Financial Performance of Commercial Banks in Kenya

Asare Yaw Obeng and Peter L Mkhize
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Asare Yaw Obeng: PhD. Computer Science Department,Kumasi Technical University, Kumasi, Ghana
Peter L Mkhize: Prof. School of Computing, University of South Africa, Johannesburg, South Africa

International Journal of Finance & Banking Studies, 2017, vol. 6, issue 3, 51-69

Abstract: The key to long-term success in banking is consistent improvement and delivering of quality product and or value-added service that conform to the expectations of customers. IT-innovative products/services and processes (technological innovation) facilitate thesekey elements of customer satisfaction and critical factors for retaining valued customers. The objective of this paper is to explore the effects of technological innovation on service consistency and the consequential effects on customer satisfaction and loyalty covering seven universal banks in Ghana.The results of the empirically tested model reveal new/improved product/process functionalities, service consistency and innovative product/process satisfaction contribute significantly to customer loyalty (p

Keywords: Banking; customer loyalty; customer satisfaction; regression analysis; service consistency; technological innovation (search for similar items in EconPapers)
Date: 2017
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