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

Perceived Service Quality, a Key to Improved Patient Satisfaction and Loyalty in Healthcare Delivery: The Servqual Dimension Approach

Hospital’s perceived service quality is a degree of discrepancy between patients’ perceptions and their expectations about hospitals services. The quality of services which is provided by healthcare providers emphasizes the actual hospital service process. In the hospital, patients’ satisfaction and hence loyalty could be widely used to determine hospital service quality. The study adopted a regression and path analysis utilizing SmartPLS V3.2.8; a second-generation multivariate data analysis method (PLS-SEM) approach to analyze the influence of perceived quality of services of hospitals on patient’s satisfaction and loyalty based on the SERVQUAL dimensions. The study used data from (562) out-patients who had received services from (4) four major private hospitals in Ghana using purposive census sampling technique. Based on the analysis results, all five dimensions of the health services quality predictor of patients’ level of satisfaction and loyalty to the hospital’s services, explained that patients’ satisfaction and loyalty was affected by all dimensions of health service quality (RATER) simultaneously. Nonetheless, different impacts will be obtained if all dimensions were measured separately. The study incited that patients’ satisfaction and loyalty are influenced by the quality of medical/hospital services through its five components: reliability, assurance, tangibility, empathy and responsiveness