Public perception about the service quality of Rural Banks in Ghana especially in the urban cente... more Public perception about the service quality of Rural Banks in Ghana especially in the urban centers is one of the major factors inhibiting the progress of the rural banking industry. In this study the researcher has assessed customer perception of service quality specifics of rural banks. The main research question that guided the study was ‚what is customer perception of service quality specifics of rural banks in Ghana?‛ The study defined service quality using the SERVQUAL Model. In this thesis, the researcher used descriptive approach. The population of the study was customers of rural banks in the Kumasi Metropolis and the sample was made up of two hundred (200) customers. Data collection instrument was questionnaire and Multi-stage Sampling was employed. Data was analyzed using Statistical Package for the Social Sciences (SPSS) version 16. The main finding from the study indicated that generally; customer perception of the service quality of rural banks in the Kumasi Metropolis is negative. Recommendations have been made for RBs and other stakeholders in the industry.
Public perception about the service quality of Rural Banks in Ghana especially in the urban cente... more Public perception about the service quality of Rural Banks in Ghana especially in the urban centers is one of the major factors inhibiting the progress of the rural banking industry. In this study the researcher has assessed customer perception of service quality specifics of rural banks. The main research question that guided the study was ‚what is customer perception of service quality specifics of rural banks in Ghana?‛ The study defined service quality using the SERVQUAL Model. In this thesis, the researcher used descriptive approach. The population of the study was customers of rural banks in the Kumasi Metropolis and the sample was made up of two hundred (200) customers. Data collection instrument was questionnaire and Multi-stage Sampling was employed. Data was analyzed using Statistical Package for the Social Sciences (SPSS) version 16. The main finding from the study indicated that generally; customer perception of the service quality of rural banks in the Kumasi Metropolis is negative. Recommendations have been made for RBs and other stakeholders in the industry.
Uploads
Papers by Isaac Gyamfi