Master’s thesis evaluation of customer satisfaction with internet banking service quality in the banking industry in ghana: a case study of ghana commercial bank ltd and. Customer satisfaction determinants such as (a) operational efficiency, (b) quality service delivery, (c) technological infrastructure, and (d) customer appreciation of insurance offerings may translate into life insurance business growth in ghana (akotey & adjasi. Service quality leads to customer loyalty and higher the hospitality using alisa hotels ghana as a case study 11 service quality concept service quality involves a comparison of expectations with performance according to lewis and booms , service. Phd thesis customer satisfaction in the banking industry: a comparative study of ghana and spain aborampah amoah-mensah 2010 doctorate programme in tourism, law and business.
This master’s thesis evaluates customer satisfaction with internet banking service quality in ghana commercial bank (gcb) and merchant bank of ghana (mbg) the main theoretical model adopted for conceptualizing the internet banking service quality dimensions for which customer satisfaction may be evaluated was the internet banking service quality dimensions identified by ho and lin (2010. Issued in accra, during a campaign for excellent customer service delivery in ghana by the organization for customer service excellence (2013), indicated that nine (9) out of every ten (10) persons interviewed at random were frustrated on the state of customer service delivery in ghana.
Customer satisfaction in hotel services case-lake kivu serena hotel joleen bizi mubiri bachelor’s thesis may, 2016 school of service and business management.
This masters’ thesis sought to assess and analyse customer satisfaction with service quality in the insurance industry of ghana specifically, it examined the determinants of satisfaction and the. Customer satisfaction in ghana by nimako et al (2013) revealed that customers from merchant bank, ghana are more satisfied with internet banking service quality than those from the ghana commercial bank. Customer service thesis statement essays and term papers search results for 'customer service thesis statement' starbucks: delivering customer service topic: the role of customer service in a bank – a case study of ghana commercial bank by a research work presented to institute published this no reads no comments add to your. Customer satisfaction factors in life insurance growth in ghana geraldine gina abaidoo customer satisfaction factors in life insurance growth in ghana by geraldine gina abaidoo mba, university of ghana, 2003 quality service delivery, public perception of insurance, education and.
Order to improve their customer service skills which would ultimately impact positively on the performance of the bank keywords: customer satisfaction, service quality, products and services, gcb bank ltd 1 introduction customer satisfaction is often considered the most important factor thriving in today’s highly competitive business world. 12 purpose and goals of the thesis 3 13 method of the thesis 4 14 structure of the thesis 5 2 what is supply chain management 6 21 definition of supply chain 6 22 definition of management 8 23 definition of supply chain management 12 231 supply chain management as a management philosophy 13 232.
Directed missions or quality customer service with emphasis on sensitivity on behalf of the customer (gregory, 2000 hales, 2005 yeboah & ewur, 2014) in view of this, most organizations in ghana are endeavoring to emphasize quality customer services in order to remain in the market (yeboah & ewur, 2014) by training their staff. Master’s thesis an analysis and assessment of customer satisfaction with service quality in insurance industry in ghana by frank kwadwo duodu and. Service quality and customer satisfaction goes hand in hand, when a service is delivered exceptionally, it then follows that the customer will be satisfied and will be loyal to the services rendered service quality taps into business, marketing, and psychological research and practices to provide a satisfied customer customer service quality also provides a framework for customer service as a process and an outcome.
A study of customer satisfaction, return intention , and word -of -mouth endorsement in university dining facilities thesis approved: woo gon kim thesis adviser bill ryan jerrold leong hence, it is rational to believe that the customer’s perceptions of service quality and a.