The impact of personality characteristics and service quality perception across gender in the banking sector of ghana.
| dc.contributor.author | BAAH RICHARD KYIN | |
| dc.date.accessioned | 2024-01-12T12:46:07Z | |
| dc.date.available | 2024-01-12T12:46:07Z | |
| dc.date.issued | 2023 | |
| dc.description | A thesis submitted to the department of marketing and corporate strategy, Kwame Nkrumah university of science and technology, in partial fulfilment of the requirements for the degree of master of business administration (marketing) | |
| dc.description.abstract | This investigation's primary objective is to comprehensively analyze the relationship between service providers' personality characteristics and the quality of service they deliver. The study utilized the big five inventory of personality and the servqual model of service quality to validate the anticipated relationship. The data gathered from 162 sets of clients were meticulously scrutinized, revealing that personnel with diverse personality traits exhibit varying proficiency levels to customers' perception of service quality. These findings provide iii valuable insights into the significance of personality traits in shaping the customer experience. Furthermore, it has been discovered that extraversion has a dominant influence on service quality in research. The findings showed that trait was deemed moderate in the banks with a β value of 0.452 and p-value of 0.000, suggesting that customers in Kumasi agree that the personality traits of bank officials generally affect their perception of service quality. Moreover, the relationship between the personality of service providers and service quality has been moderated by the gender of customers. Therefore, these findings are instrumental in facilitating personnel allocation to ensure that a company's service quality strategy is implemented effectively. By doing so, companies can achieve their desired level of service quality and sustain their competitive edge in the market. The research provides substantial empirical evidence supporting the hypothesized correlation between personality traits and service quality. From these findings, it is clear that companies can use this information to develop effective training programs focusing on the importance of personality traits for service providers. Future research could expand the sample size and investigate other factors influencing the relationship between personality and service quality | |
| dc.identifier.uri | https://ir.knust.edu.gh/handle/123456789/15123 | |
| dc.language.iso | en | |
| dc.publisher | KNUST | |
| dc.title | The impact of personality characteristics and service quality perception across gender in the banking sector of ghana. | |
| dc.type | Thesis |