... and customer loyalty in the Greater Accra Region of Ghana. Design/methodology/approach Using a sample of 753 respondents (bank customers), the study employs the structural equation modelling (SEM) using Smart-PLS to test the nature of relationships between service quality, customer satisfaction...

.... Research limitations/implications The study used all the 40 ISO certified firms in Ghana, but this number is quite small relative to ISO certified firms worldwide. Further, the study was done in Ghana and, for these reasons, generalization to the rest of the world is limited. Practical implications...

...Kwame Owusu Kwateng; Justice Eric Darko Purpose Studies on managers’ awareness level of total quality management (TQM) in the aquaculture industry in Ghana are scarce, if existing at all. The purpose of this paper is to evaluate the awareness level of managers in Ghana’s aquaculture industry about...

...Bedman Narteh Purpose The purpose of this paper is to investigate the determinants of students’ loyalty in retail banks in Ghana. Design/methodology/approach A review of the literature identified four determinants of customer loyalty which were used to survey 624 students from five...