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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/13274

Title: Customer Service in Rural Banks in Ghana: The Case of Bosomtwe Rural Banks in the Ashanti Region, Ghana
Authors: Wongnaa, C. A.
Dwomoh, Gabriel
Owusu, Eric Edwin
Pinkrah, Samuel B.
Antwi, Akwasi
Keywords: Customer Satisfaction
Rural Banks
Probit Model
Issue Date: 2014
Publisher: International Journal of Academic Research in Business and Social Sciences
Citation: International Journal of Academic Research in Business and Social Sciences, Vol. 4, No. 2
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.
Description: This article is published in International Journal of Academic Research in Business and Social Sciences and also available at http://dx.doi.org/10.6007/IJARBSS/v4-i2/654
URI: http://hdl.handle.net/123456789/13274
ISSN: 2222-6990
Appears in Collections:College of Agric and Natural Resources

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