Spotting the Critical Service Quality Determinants in the Ghanaian Retail Banking: Importance and Effects

Critical of the areas in customer-centered marketing paradigms and philosophies, is ensuring that existing customers are satisfied to enable you maintain their loyalty, repurchase and to woo in new clientele. The study examined the critical influences of customer satisfaction in the retail banking of Ghana and its effects on customers’ purchasing behavior. The study included 791 clienteles drawn from the sampling population. A cross-sectional survey was used to examine the experience of benefiting from service quality elements, perceived service quality and customers purchasing behavior based on a customized 18 dimensions of SERVQUAL. By means of frequency and mediation analysis, estimates for the direct and indirect effects of benefiting from the service quality influences on perceived service quality and consumer purchasing behavior was assessed. The impacts of evidence of service quality factors on customers purchasing behavior, was partially-mediated by perceived service quality with statistically-significant indirect effect. The results prompted that the banks’ aesthetics, cleanliness, communication skills, competence, availability, access and security of their clienteles be prioritized areas they can’t afford to fail. Keywords: Service Quality, Determinants, Retail Banking, Customer Satisfaction, Behavioral intentions. DOI: 10.7176/EJBM/11-27-08 Publication date:September 30th 201

The influence of encounter service quality on patient satisfaction : an empirical study in Chinese public hospitals

Purpose: This paper examined the association between perceived service quality and patient satisfaction of Chinese out-patients in the patronage of medical services. Design/Methodology/Approach: Utilizing by novelty specific departments in the hospital’s and logistics multiple regression investigation, the researchers tested and estimated the statistical effects of the department’s services (perceived service quality) as a predictor for out-patients satisfaction. Findings: The analysis shows that patients who exhibited content from the services of selected departments reported greater satisfaction, with it impacts suggesting a measurably noteworthy effect, even in a total medical seller market like China. Practical Implication: The study brings forth implications both for professionals and academics. It encourages more studies, and its findings and application can provide value as a management tool to consider and identify sources as linking the relationship between potential improvements in perceived service quality from as low as departmental levels and patient’s satisfaction to achieve advantage. Originality/Value: It encourages more studies, and its findings and application can provide value as a management tool to consider and identify sources as linking the relationship between potential improvements in perceived service quality.peer-reviewe