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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.
... Based on the user's assessments, a perception is created before the service is provided. Service is a process that results in the simultaneous action of production and consumer assessment (William et al., 2016). Customer satisfaction is the outcome they experienced when service performance met expectations. ...
... Loyal customers continue to buy services. As a result, William et al. (2016) consider that there has been a change in the focus of quality of the original manufacturers' point of view under different names such as quality-based services, objective and subjective quality and operational management. ...
... The reduction of the base of users of the company's services affects the reduction of profits, and thus the overall business performance of the company. William et al. (2016) point out that "during the consumption of experiences, different types of consumer emotions express important information about how the user will finally evaluate the service and later the overall quality of the relationship" (p. 2). ...
The customer service experience with a specific travel agency is a kind of moment of truth. Customer satisfaction is the outcome they have experienced when service performance met expectations. Contrary to satisfaction, consumers may experience dissatisfaction with the provided service. One of the responses to dissatisfaction is a consumer complaint. Apart from feeling satisfaction or dissatisfaction with the provided service, consumers may also be satisfied or unsatisfied with the complaint process. The aim of this paper is to identify differences in the determinants of complaint behavior (tendency to file a complaint, justice of interaction, perception of fairness, satisfaction with the complaint handling process and loyalty) between female and male respondents. Field research was conducted meaning that the primary data were collected through a survey. The paper presents the respondents' assessments of the set statements regarding experiences during the complaint process. To meet the research objectives, the Mann-Whitney U test was applied, which is used to examine the differences between the two independent groups as a nonparametric alternative to the t-test of independent samples.
... This is crucial because frameworks frequently cover a wide variety of variables, identify multiple actors, and describe various ways in which they participate in policymaking. Thus, they enable the examination of tourism policies and the development of an appreciation for how intricate the process may be when seen in the context of the broader environment [44]. Investigations into these matters are critical for a variety of reasons. ...
... The measurement items of service quality dimensions (tangibility, reliability responsiveness, assurance, and empathy) were adapted from [15][16][17][18][19][20][21][22][23][24][25][26][27][28][29]. In addition, the tour guide's attribute measurement items were adapted from [42,43], the expectation measurement items were adapted from [3,44], the tourism policy measurements were adapted from [49], and satisfaction measurement items were adapted from [14,16]. The questionnaire used in this study has been designed using a 5-point Likert scale (i.e., 1-Strongly disagree to 5-Strongly agree) ...
This study is an initial attempt to explore the Iraqi government's role in expanding its foreign
inbound tourism. Therefore, the current study investigates the factors affecting the tour guides'
service quality and their impact on tourists' satisfaction. Four characteristics of tour guides
were identified. These factors include behaviour; personal integrity, employment; safety and
security at visiting places. In addition, five service quality attributes were considered in this
study including dependability, empathy, tangibility, assurance, and responsiveness. This study
also tested the tourism policy impact on satisfaction. The study's questionnaires were
distributed to 536 international tourists at Babylon archaeological site. Among the 536
distributed questionnaires, only 315 responses were usable for analysis. The cross-sectional
data has been applied over considered techniques, as the cross-sectional data helped in making
a significant formation in terms of customer choices, customer satisfaction, and the building
of relationships with each other for such places as Babylon. Based on the current findings,
positive relationships were found between the tour guide attributes, service quality factors, and
tourists satisfaction. Overall, this theoretical paper says that the tourism department should use
the dimension model and that service providers should improve their management to increase
tourist satisfaction.
Keywords:
tour guide, SERVQUAL, tourism policy,
satisfaction tourists, Babylon
... Furthermore, Mahmudi (2012) defined that things which need to be considered in standard public service procedures, including simplicity, clarity, timeliness, product accuracy, completeness of facilities and infrastructure, security, ease of access and convenience. Several previous research which had been declared that service quality has affects to community satisfaction (William et al., 2016;Gunawan & Prasetyo, 2016;Wibisono & Khasanah, 2016;Yuningsih, 2016), standard operating procedures affects the community satisfaction aswell (Nugroho, 2018;Najmi, 2017). In addition, Fardhani & Rahardjo (2011) were also proved that service quality and standard operating procedures have a simultaneous affect to the community satisfaction. ...
... The partial test shows that: 1. Service quality had a significantly positive affect to the community satisfaction, this proven by the value of t-count > t-table (2.090 > 1.678) and the value of Sig 0.042 < 0.05. These results were confirmed the research by William et al (2016), Gunawan & Prasetyo (2016), Wibisono & Khasanah (2016) and Yuningsih (2016). This evidence said that through quality improvement in the quality of ship certificate issuance services, it is absolutely affect as an positive and significant to Service users satisfaction. ...
The huge number of complaints and negative public stigma on the civil servants performance which submitted through various social media platforms has made so many government agencies feel an unfavorable impact in the eyes of public. This surely needs to be fixed up by those relates government agencies, particularly the Harbourmaster and Port Authority offices in order to practice and implement the principles of the smoothly public service delivery. This research aims to investigate those factors which relates to service quality and standard operating procedures (SOP) for issuing ship certificates to community satisfaction on the services from Class III Harbourmaster and Port Authority of Sunda Kelapa, Indonesia. The current method used was quantitative causality in an effort to determine the causal relations between variables. The population and sample used were 50 respondents who are service users, shipping companies and ship captains. The data collection technique was carried out by questionnaire with Likert Scale which was distributed to all respondents then analyzed through multiple linear regression to prove the research hypothesis. The results appeared that there was a significant positive affect from service quality and SOP to community satisfaction on the services of Class III Harbourmaster and Port Authority at Sunda Kelapa both partially and simultaneously. And was indicates that Sunda Kelapa Class III's Harbormaster and Port Authority office need to improve their quality of services and existing SOPs to improve the community satisfaction with the performance which shown by the Sunda Kelapa Class III Harbourmaster and Port Authority.
... Customers develop a particular set of expectations based on a variety of inputs. They consider their previous experiences with services in general and each specific service they have encountered (William et al., 2016). Customers also develop expectations when they hear about services from others. ...
This study assessed the customers' satisfaction at Balanga-Olongapo Transport Services in Balanga City, Bataan to sustain and continually improve the customer satisfaction and quality service to the community. The study utilized purposive sampling with a 537 customer-respondents in the transport terminals. A descriptive research design was used in this study to establish the difference between profile variables, travelling information, customers' satisfaction and quality service. Independent t-test and Analysis of Variance (ANOVA) were used to test the hypotheses. Results showed that there is a significant difference between all the variables of the dimension of the customer satisfaction and quality service at Balanga-Olongapo Transport Services. The customers' satisfaction dimensions: reliability, assurance, tangibility, empathy and responsiveness established strong differences with the quality service. The rating given by the respondents on the customers' satisfaction rendered at Balanga-Olongapo Transport Services and the quality service is very satisfactory. Finally, the policy and practical implications of the study findings to improve bus service performance. This paper also proposes an enhancement plan for sustaining customer satisfaction of Balanga-Olongapo Transport Services.
... In the realm of e-marketing, customer satisfaction can be defined as the extent to which a product, service, or entire experience satisfies customers' expectations and demands. It is a Key Performance measure that most companies use to see how visible they are in the market and how effective their sales strategies are in satisfying customers and providing value [26]. ...
This research was conducted to investigate the influence that the use of e-marketing channels have on customer satisfaction in Uyo Metropolise of Akwa Ibom State. Electronic marketing proxies like social media platforms and website platforms were considered and measured against customer satisfaction in Uyo metropolis. Primary data were collected with the use of the questionnaire from users of electronic marketing channels and the target population of the study were treated as infinite, hence a sample size of 347 respondents were selected using the convenience sampling technique. Data collected were further analyzed using the Pearson’s Product Moment Correlation statistics at a 0.05 level of significance. Findings showed that the two independent variables (social media platforms and website platforms) significantly influence customers’ satisfaction. It was concluded that customers’ access to information on social media platforms and website platforms played a significant role in building customer satisfaction. On the basis of the findings, it was recommended among others, that e-marketing channels like social media platforms should be well utilized by online merchants for engaging and communicating products information, benefits and availability to online shoppers in Uyo metropolis, Akwa Ibom State.
... The degree to which a service satisfies or beyond the demands and expectations of the clientele is known as service quality. It is influenced by both the technical and emotional components of the service, including responsiveness, empathy, and civility, in addition to technical factors like correctness, speed, and dependability (William et al., 2016;Andersson et al., 2017). Service quality plays a crucial role in customer satisfaction, as it directly affects a customer's overall experience with a company or brand (Augusto de Matos et al., 2013). ...
Customers are important stakeholders in the financial industry, and therefore management must place a high priority on their satisfaction. In this paper, we investigated the impact of marketing communication mix on customer satisfaction being mediated by service quality within the financial industry. Data was drawn from marketing and sales managers of financial institutions, non-financial institutions, and microfinance companies. A sample of 372 marketing and sales managers participated in this study from financial, non-financial, and microfinance institutions across the three business regions in Ghana. The study deployed the quantitative approach to achieve the objective set. Partial Least Square-Structural Equational Modeling version 3.3 was adopted in this study to analyze the data and its processing. Out of the eleven hypotheses formulated, seven of them were significant, while four were insignificant. According to the findings, firms with greater levels of marketing communication mix should employ this performance metric to attract and achieve high-quality customer satisfaction because customer satisfaction is critical to a company's success. To management, it set a ground for them as superintendents of businesses to tailor-make their products in line with the customers’ preferences and satisfaction. The limitations and future research directions are equally presented in the paper.
... Due to the very nature of services, it is even more difficult to define service quality than product quality. William et al. (2016) point out that quality has different meanings to different people. According to Carvan (2002), the quality of the service is determined by a subjective assessment, a comparison that users make between their expectations about the service and their perception of the way the service will be realized (p. ...
... Kualitas ini menunjukkan kemampuan suatu produk untuk menunjukkan fungsinya, termasuk keseluruhan daya tahan, keandalan, akurasi, kemudahan pengoperasian, dan perbaikan, serta atribut lainnya (Kotler & Amstrong, 2012). Kualitas produk berarti suatu kondisi dinamis yang berkaitan dengan produk, orang atau tenaga kerja, proses, tugas, dan lingkungan yang memenuhi atau melebihi harapan pelanggan (William et al., 2016). Widowati (2017) menyatakan bahwa kondisi produk berdasarkan penilaian kesesuaiannya dengan standar pengukuran yang telah ditetapkan. ...
Penelitian ini bertujuan untuk mendeskripsikan dan menganalisis strategi bertahan dan strategi pemasaran online usaha kecil rajut di masa pandemi COVID-19 di Bandung. Penelitian ini menggunakan metode kualitatif dengan pendekatan studi kasus. Data diperoleh dengan mewawancarai pelaku usaha rajut dan pihak terkait sebagai informan kunci. Hasil penelitian menunjukkan bahwa pandemi COVID-19 berdampak negatif pada usaha kecil rajut di sentra rajut kota bandung. Sebagai Langkah strategi di tengah pandemi, para pelaku bisnis menggunakan strategi bertahan, dengan cara tidak menaikkan harga jual, melainkan mengurangi target keuntungan, dalam strategi pemasaran online pelaku usaha kecil rajut menggunakan strategi : e-commerce, pemasaran digital, peningkatan kualitas produk dan layanan, serta hubungan pelanggan. Implementasi strategi tersebut didorong oleh semangat kewirausahaan, fleksibilitas, tanggap terhadap perubahan dan perkembangan teknologi, serta kemampuan berkolaborasi dengan berbagai pemangku kepentingan. Penelitian ini menunjukkan bahwa usaha kecil yang menerapkan strategi bertahan dan pemasaran online mampu bertahan dan meningkatkan kinerja bisnis.
... This quality indicates the power of a product to perform its function, including overall durability, reliability, accuracy, ease of operation, and repair, as well as other attributes (Kotler & Armstrong, 2012). Product quality means a dynamic condition related to products, people or labor, processes, tasks, and environments that meet or exceed customer expectations (William et al., 2016). Widowati (2017) states that the product's condition is based on an assessment of its conformity with the measurement standards that have been set. ...
This study aims to describe and analyze survival strategies and online marketing strategies for small shoe businesses during the COVID-19 pandemic in Bandung. This study uses a qualitative method with a case study approach. Data were obtained by interviewing knitting business actors and related parties as key informants. The results showed that the COVID-19 pandemic had a negative impact on small shoe businesses in the shoe center of Bandung city. As a strategic step in the midst of a pandemic, business people use a survival strategy, by not increasing selling prices, but reducing profit targets, in the online marketing strategy of knitting small businesses using strategies: e-commerce, digital marketing, improving product and service quality, and customer relations. The implementation of this strategy is driven by an entrepreneurial spirit, flexibility, responsiveness to changes and technological developments, and the ability to collaborate with various stakeholders. This research shows that small businesses that implement survival strategies and online marketing are able to survive and improve business performance.
... The facilities and services are one of the key attributes that guest desires (Shin Rohani et al., 2017;Žuromskaitė & Nagaj, 2018;Samori & Sabtu, 2014;Z. Mao & Lyu, 2017;Sohrabi et al., 2012;Blešić et al., 2014;Hussain & Khanna, 2019;Rahimizhian & Irani, 2020;William et al., 2016). Security is one of the desired priorities for tourists, (Gu & Ryan, 2008;Rhee & Yang, 2015;Kim et al., 2005;Delafontaine, 2017;Lehto et al., 2015;Lau, 2020). ...
... William, Appiah [27] confirmed that better satisfaction builds better Loyalty among Customers. ...
This study makes an empirical study on the relationship between service quality, customer satisfaction and customer loyalty in the banking sector for cocoa farmers of Sefwi-Wiawso in the western-north region of Ghana. Based on the servqual model the researcher constructed a model which brings to light the relationship amid quality of service and customer loyalty in the banking service sector using ADB as a case. The paper puts forward the relevant research hypothesis and develops standard measurements based on the data obtained in the survey questionnaire. The convenient sampling method was applied with 300 customers as samples from the Bank. In all, 360 questionnaires were successfully completed and analyzed. Descriptive statistics, correlation analysis, and regression analysis were carried out using Statistical Package for Social Sciences software (SPSS) to estimate the relationship between variables. The overall results of this study show that there is a positive and significant relationship between all constructs. Service quality and Customer satisfaction positively affect customer loyalty. The study recommends that strategic services bordering on the servqual dimensions should be introduced to provide high-quality services. This will also improve customer loyalty in the long run.
... Apart from customer and service characteristics, whether the previous service experience is satisfied can also influence customers' perceptions [14]. This study argues that customers' perception of service robots is contingent on prior service experience (satisfied or dissatisfied). ...
Confronted with an increasing popularization and advancement of applying artificial intelligence in robotic technology, practitioners in the service sector have been increasingly deploying service robots in their operations. Motivated by a paucity of knowledge on how consumers would respond to the robotic service, this study establishes on the uncertainty reduction theory to advance a research model that seeks to unveil how both customer trait and service characteristic affect customers' revisit intention to robotic service via perceived risk. Based on a scenario-based experiment with 190 responses in the hotel reception service context, our results reveal that perceived risk partially mediates the relationship between personal innovativeness and service revisit intention, so does between service heterogeneity and revisit intention. Furthermore, the service context, i.e., whether the prior service experience satisfies the customer, can moderate the relationship between personal innovativeness (service heterogeneity) and perceived risk. This study also draws related theoretical and practical implications.
... It is because ageing perceptions of product appearance and technology is essential to fulfilling the needs, products ownership, and satisfactions that will be used by these populations in the future. Perception is a process involving selecting, organizing, and interpreting the information to produce meaning [3]. It is an individual or consumer image or impression about different products on retailers, producers, and many more. ...
This study proposes to suggest a course of examining product impression regarded by ageing customers. It further explores the correlation between ageing thought towards product presentation in order to entirely comprehend ways in which they will react to products as they age. A comprehensive literature revision was administered to recognize the notable, substantial findings hitherto. The collected data in this paper were collected from the secondary research method. Finally, suggestions are made as a way forward to identify the product appearance attributes and where can be considered by designers, marketers, or researchers in designing a product for ageing population. With the availability of this method, the researchers or designers, thereby can produce a quality and better product design requirement that meet the consumer needs. There is a necessity to investigate the relationship between ageing and product evolution, particularly in the presentation of the product. By recognizing the essentials of aging, it will be beneficial to marketers and designers, especially in designing a product that will fulfil their needs.
... time spent in queues, improving the reliability and accessibility of ATMs, politeness of face-to-face encounters with customers and even the extension of the availability of electronic and telephone banking as well as banking days (William et al., 2016). ...
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.
The paper aims to assess customer satisfaction with the administrative services provided to students of a particular University in South Africa using the SERVQUAL model. Service quality plays an integral role in the higher education institution's reputation, competitiveness and most importantly in students' satisfaction. A quantitative, descriptive approach was conducted to determine the level of students' satisfaction with the administration services that is rendered by particular university's central administration offices. 288 students participated in the study and a self-administered online and physical questionnaire were utilised to collect data. The findings revealed that the students are dissatisfied with the level of quality administration services provided by the University's central administration offices across all dimensions of the SERVQUAL model. This was determined by the low perceptions scores of service quality as compared to the expectations scores. The paper recommends improvement of service quality so as to enhance the student satisfaction. Further, it is suggested that the university needs to invest on modern day equipment, advanced and secure technologies as well as training of staff in order to provide satisfactory services to the university's principal stakeholders which are the students.
The research aims to analyze strategies to improve the performance of the culinary business through optimization of the quality of products and services in the Micro, Small and Medium Enterprises (UMKM) of the Culinary Industry in the City of Surabaya. The research method used was a quantitative approach involving 90 respondents from the UMKM culinary industry in Surabaya. This research includes an analysis of product quality and service quality as free variables, while business performance as variables. The data collection was carried out through a questionnaire distributed to the owners of culinary UMKM in Surabaya City. Data analysis techniques using double linear regression. The results of data analysis showing that the quality of products and services have a significant impact on the performance of Micro, Small and Medium Enterprises (MSMEs) in the culinary industry in Surabaya City illustrate the importance of these two factors in determining the success of the business. While the quality of service is an important aspect in building good relationships with customers.
This study aims to analyze how the strategy between services, systems and facilities with employee performance through service user satisfaction at KSOP Special Batam. The population in the study involved 2169 employees from all SIUPAL ship agency companies and SIUPKM agencies. The sampling method is based on the Krejcie and Morgan tables as many as 327 people, questionnaires are distributed via the Google Form link with an estimated data collection period of one month, after the data is collected to be processed and analyzed further. Based on the results of hypothesis testing on all independent variables showed a significant effect on the dependent, the results of testing the value of adjusted R 2 are 0.817 which means that the independent variable of service, systems, and facilities and employee performance in general, it is able to have an effect of 81.7% of service user satisfaction, while the rest is influenced by other variables outside this research model.
Customer retention has been found to accrue many benefits in the hospitality sector.
However, it has become increasingly challenging for hotels to assume there is a
constant customer base. Therefore, there was a need for assessing Customer retention
strategies and hotel performance in classified hotels in Mombasa County. This study
sought to establish the influence of customer service on hotel performance in
classified hotels; determine the effect of service, integrity on hotel performance in
classified hotels; assess the influence of communication on hotel performance in
classified hotels, and determine the moderating effect of relationship marketing on
hotel performance in Mombasa County. To gain a deeper insight, the study used
Customer service theory and Customer satisfaction theory. The research was
conducted in 4, 3, and 2-star ratings, hotels in Mombasa County, Kenya. A descriptive
survey research design using a survey approach was used and a sample size of 384
respondents was targeted from 15 classified hotels. Sampling techniques included
Stratified technique for the 15 classified hotels and Simple random for the customers
in proportion to the number of hotels and Purposive for Food and Beverage Managers.
Data was assembled using semi-structured questionnaires from 375 customers and
interview schedules from 15 Food and Beverage Managers of the 4- star, 3- star, and
2-star hotels. Cronbach Alpha coefficient test of 70% alpha coefficient was used to
gauge the internal reliability of the constructs. Quantitative and Qualitative data
analyses were functional in the study. Qualitative data were analyzed to yield numeric
data and presented using manual content analysis. Quantitative data were analysed
using descriptive statistics such as mean, percentages, and standard deviation. Pie
charts, bar graphs, and tables were used for data presentation. Linear and Multiple
regression analyses were used to determine the relationship and test the null
hypothesis. The results disclosed that Customer retention strategies and hotel
performance were interrelated. Based on this outcome, the study concluded that
Customer Service had a statistically significant effect on hotel performance (R=0.729;
P=0.00); Service Integrity had a statistically significant effect on hotel performance
(R=0.420; P=0.007) and Communication had a statistically significant effect on hotel
performance (R=0.795; P=0.00) and, Relationship Marketing had a statistically
significant moderating effect on hotel performance (R=0.835; P=0.00). Therefore, the
study recommends that the various organizations under the Ministry of Tourism such
as TRA, KAHCC, and PERAK to come up with policies and guidelines on how hotels'
can accord good reception on arrival and promote value and worth for the services
and products offered in their sectors. Further, classified hotel managers to explore
approaches on how hotel staff should listen to customers’ suggestions, promote staff
and customer interactions through the internet, staff training, and enhance customers
advertising the hotel through word-of-mouth , which will lead to standardizing
customer service, loyalty, return customers, hence higher visitation rates, and
increased bed nights per visit, customer commendation, competitive edge.
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