Service Quality Delivery of Rural Banks: Perception of Customers in Emerging Economies


Michael Ayikwei Quarshie, Reginald Djimatey, Ama Abakah-Anaman

Abstract


The aim of this study was to investigate service quality delivery of rural banks in emerging economies from the customers’ perspective. This study employed descriptive design. A questionnaire designed by the researchers was used to obtain data from 382 customers, using convenience sampling technique. Data were presented and analyzed using descriptive statistics which included frequencies, percentages, means and standard deviation. The study found that customers want rural banks in Takoradi to establish more convenient branches i.e. sub branches, outlets and further extend banking hours to resolve overcrowding at the banking halls. It was therefore recommended that management of these rural banks in Takoradi, Ghana should liaise with stakeholders to establish more branches in its catchment areas to ease the frequent congestion in the banking halls.

Keywords


Service quality delivery, Rural bank, SERVQUAL, Customer satisfaction, Responsiveness, Empathy, Assurance, Reliability, Tangibility, Perception

| PDF |


About this article

Title

Service Quality Delivery of Rural Banks: Perception of Customers in Emerging Economies

Keywords

Service quality delivery, Rural bank, SERVQUAL, Customer satisfaction, Responsiveness, Empathy, Assurance, Reliability, Tangibility, Perception

DOI

10.20448/journal.518.2018.31.33.40

Date

2018-02-21

Additional Links

Manuscript Submission

Journal

Asian Business Research Journal
Vol 3, No 1 (2018) Page: 33-40

Online ISSN

2576-6759

Statistics

0 Views | 0 Downloads

Citations

0

Authors & Affiliations

Michael Ayikwei Quarshie
Department of Entrepreneurship and Business Sciences, University of Energy and Natural Resources, Sunyani, Brong Ahafo Region
Ghana

Reginald Djimatey
Department of Entrepreneurship and Business Sciences, University of Energy and Natural Resources, Sunyani, Brong Ahafo Region
Ghana

Ama Abakah-Anaman
Takoradi Technical Institute, Takoradi, Western Region
Ghana


Refbacks

  • There are currently no refbacks.


Paper Submission E-mail: info@asianonlinejournals.com; asianonlinejournals@gmail.com 

Asian Business Research Journal

ISSN: 2576-6759 

Copyright © Asian Online Journal Publishing Group

To make sure that you can receive messages from us, please add the 'asianonlinejournals.com' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders.