...Michael Mba Allan; Clemence Alomenu; Peter Anabila Purpose The study investigates service quality in developing customer loyalty in Ghana’s auto detailing industry. The study also examines how customer satisfaction and service innovation indirectly and positively influence the relationship between...

.... The idea is to understand the relative importance of the various service dimensions to customers patronizing banking services in Ghana and to ascertain what drives customer satisfaction and whether this satisfaction has implication on their loyalty. Design/methodology/approach The study used a survey...

...Kwabena G. Boakye; Charles Blankson; Victor R. Prybutok; Hong Qin Purpose The purpose of this paper is to propose and test a healthcare framework of service quality, perceived value, and satisfaction in Ghana. More specifically, this study investigates the role and effect of service quality...

... from the literature was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, confirmatory factor analysis were used to identify the dimensions of ATM service quality and their relationship with customer satisfaction. Findings – The study found convenience...

...James Osei Mensah; Gorkem Copuroglu; Fred Appiah Fening Purpose The purpose of this paper is to determine the extent of implementation of quality management in Ghana. Design/methodology/approach After thoroughly reviewing and reading available literatures in the field of interest, semi...

... of small to medium‐sized enterprises (SMEs) in Ghana towards service quality management. Design/methodology/approach This study employed both qualitative and quantitative data collection methods: face‐to‐face interview for the purpose of illuminating inter‐subjective discourses of quality orientation...

...Roger Ayimbillah Atinga Purpose The purpose of this study is to examine how premium holders of Ghana's Health Insurance Scheme (NHIS) perceive the state of quality healthcare delivery in public hospitals in the country. Design/methodology/approach Questionnaires were administered to a sample...

...Fred Appiah Fening; Gordana Pesakovic; Pesi Amaria Purpose The purpose of this paper is to investigate the relationship between quality management practices and SME performance in Ghana. Design/methodology/approach Based on the literature, the paper adopted the MBNQA variables of leadership...