NDLI: The Effect of Quality Service on Customer Satisfaction, Loyalty and Retention in the Ghanaian Banking Industry

Please wait, while we are loading the content...

The Effect of Quality Service on Customer Satisfaction, Loyalty and Retention in the Ghanaian Banking Industry

Content Provider	Semantic Scholar
Author	Adjoa, Sackey Ruby Adebayo, Stephen Oppong, Matilda Amponsah Mensah, Emmanuel Amo Annor, Lydia
Copyright Year	2012
Abstract	The concept of customer loyalty has received much consideration and attention from both academics and practitioners in different industries. Customer loyalty is one of the most frequently addressed subjects in the marketing and service literature (Heskett and Sasser, 1994). According to Lin and Wang, (2006), customer satisfaction is one of the major determinants of customer loyalty. In recent years, many companies have adopted total quality management programmes designed to constantly improve the quality of products, services, and market processes. Quality and satisfaction are seen as playing a crucial role for success of every business organization. Service quality and customer satisfaction concepts have been linked to customer behavioural intentions like purchase and loyalty intention, willingness to spread positive word of mouth, referral and complain intention (Olsen, 2002). Commenting on this, Timm (2011), said, “the number one task, regardless of your job title, will always be to attract, satisfy, and preserve loyal customers and that, no one s쳮ds without loyal customers”. Furthermore, having loyal customers is a great asset to ensure long term growth of a company. It is always more costly to attract new customers than retaining old ones, so managers always try to find ways to retain their current customers and concentrate on different factors which enhance loyalty. This research therefore intends to study the relation of these three concepts, service quality, customer satisfaction and loyalty.
File Format	PDF HTM / HTML
Alternate Webpage(s)	http://ir.csuc.edu.gh:8080/xmlui/bitstream/handle/123456789/64/QUALITY%20SERVICE.pdf?sequence=1
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

Central Library (ISO-9001:2015 Certified)
Indian Institute of Technology Kharagpur
Kharagpur, West Bengal, India | PIN - 721302

See location in the Map
03222 282435
Mail: support@ndl.gov.in

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in