An Evaluation of Customer Satisfaction Dimensions in the Ghanaian Banking Industry

The banking industry in Ghana has seen tremendous growth in recent times. This exponential growth has led to high levels of competition and necessitated that all banks devise strategies to improve customer satisfaction to gain competitive advantage. The growing demands of customers have a significant impact on bank management\u27s ability to attract and retain them. The ability to retain customers depends on the strategy in place to exceed customer expectations and satisfaction. Grounded in relationship marketing theory, the purpose of this qualitative multiple case study was to explore strategies banking leaders use to increase customer satisfaction. Data were collected through semistructured interviews from 6 bank leaders in 3 banks in Accra. Member checking confirmed the interpretation of participant data. Three themes emerged from the data analysis. The themes were customer centricity, customer relationship management, and service quality standards. Adopting customer-centric strategies, building strong relations with customers, and implementing quality service standards might increase customer satisfaction, retention, and profitability. The social change outcomes include the opportunity for the banks to give back to the community through corporate social responsibility and extending credit to improve the quality and standards of living of the people. Improved standards of living could result in the people in the Ghanaian community doing more business with banks, resulting in a ripple effect of profitability and giving back to society

Simplifying, reading, and machine translating health content: an empirical investigation of usability

Text simplification, through plain language (PL) or controlled language (CL), is adopted to increase readability, comprehension and machine translatability of (health) content. Cochrane is a non-profit organisation where volunteer authors summarise and simplify health-related English texts on the impact of treatments and interventions into plain language summaries (PLS), which are then disseminated online to the lay audience and translated. Cochrane’s simplification approach is non-automated, and involves the manual checking and implementation of different sets of PL guidelines, which can be an unsatisfactory, challenging and time-consuming task. This thesis examined if using the Acrolinx CL checker to automatically and consistently check PLS for readability and translatability issues would increase the usability of Cochrane’s simplification approach and, more precisely: (i) authors’ satisfaction; and (ii) authors’ effectiveness in terms of readability, comprehensibility, and machine translatability into Spanish. Data on satisfaction were collected from twelve Cochrane authors by means of the System Usability Scale and follow-up preference questions. Readability was analysed through the computational tool Coh-Metrix. Evidence on comprehensibility was gathered through ratings and recall protocols produced by lay readers, both native and non-native speakers of English. Machine translatability was assessed in terms of adequacy and fluency with forty-one Cochrane contributors, all native speakers of Spanish. Authors seemed to welcome the introduction of Acrolinx, and the adoption of this CL checker reduced word length, sentence length, and syntactic complexity. No significant impact on comprehensibility and machine translatability was identified. We observed that reading skills and characteristics other than simplified language (e.g. formatting) might influence comprehension. Machine translation quality was relatively high, with mainly style issues. This thesis presented an environment that could boost volunteer authors’ satisfaction and foster their adoption of simple language. We also discussed strategies to increase the accessibility of online health content among lay readers with different skills and language backgrounds