ASSESSMENT OF CUSTOMER EXPECTATION AND PERCEPTION OF SERVICE QUALITY DELIVERY IN GHANA COMMERCIAL BANK

Abstract

The study is to determine customers’ expectations and perception of quality of servicedelivery of Ghana Commercial Banks Limited. The study also aims at determining thegap between customers’ expectation and perception of service quality delivery(customer satisfaction /dissatisfaction) of the banks. To achieve the main aim of thestudy, the following specific objectives have been set out; determine customers’expectations of the quality of service delivery of GCB, measure customers’ perceptionof the quality of service delivery of GCB, determine the gap (customer satisfaction ordissatisfaction) between customers’ perception and expectation of service qualitydelivery of the bank