Purpose With the exigencies of health-care service quality to actualize sustainable socio-economic and developmental aspirations, in both peripheral and core countries, this paper aims to provide empirical evidence on health-care service quality and its precursor – patients’ satisfaction, and continuous service utilization. Design/methodology/approach A total of 398 screened questionnaires were analyzed from selected hospitals of the Koforidua, Ghana. Findings from the structural equation modeling showed a significant association among perceived quality, patients’ satisfaction and tangibility. Contrary to the expectations, the results did not show a significant association among the constructs – perceived quality, safety and empathy. Again, the model fit indices collaboratively showed that the hypothesized model overwhelmingly “fit” the sample data, and further proved the predictive robustness of the model. Findings The results of the analysis demonstrate that patients were discontent with empathy and safety measures at the hospitals. However, tangible and perceived quality were identified as significant predictors of patients’ satisfaction. Originality/value There is a dearth of empirical investigations on the assessment of health-care service quality and patients’ satisfaction in developing economies such as Ghana. Therefore, the implication of the study will equip the top hierarchy of the Health System of Ghana in achieving their mission, and objectives in line with quality service delivery. In particular, MoH and GHS can embark on a routine exercise to audit the hospitals for re-accreditation, and provide CCT cameras to improve safety and security conditions at the hospitals, while enforcing the culture of receptive hospital environment to improve empathy.

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Abstract:The study aims at establishing the benefits of actively utilizing the intangible resources of solid waste management customers in designing and implementing solid waste collection services, using the social media platforms. While Ghana generates high volumes of solid waste on a daily basis, less than half of it is effectively collected and disposed of. This calls for the adoption of innovative strategies to better connect and serve customers. Adopting a marketing approach to solid waste management has not been given much needed attention in Ghana and Africa, and this research sought to contribute in that direction. There is high usage of mobile telephony services in Ghana which a waste firm can explore to change negative attitude to waste disposal by the populace. Online co-creation is seen as a modern marketing approach leading to behavioral change in consumers. In this regard, the study looked at customer online co-creation in the solid waste collection sector in Ghana. The study adopted the survey strategy using structured questionnaire as the measure instrument, and data analyzed using both the structural equation model (SEM) and hierarchical multiple regression. The key findings are that customer intangible resources (online experience and skills) can be tapped by waste firms to co-create services that would generate positive attitude towards sanitation issues and the willingness to advocate the services and programs of the firm. Similarly, waste firms must invest in well-functioning and information rich digital platforms, and to devise innovative strategies to direct traffic to these platforms for effective customer participation.

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Background: The mobile insurance industry plays a crucial role in the insurance ecosystem of developing countries, yet the overarching factors that impinge on and shape clients’ behavioural intentions towards service providers have not been given the necessary attention they deserve.Objectives: This study explores the role of corporate identity, clients’ satisfaction, Service Quality (SERQUAL) and institutional-based trust in shaping clients’ loyalty (CL) towards mobile insurance (M-insurance) service providers.Method: Structural equation modelling (SEM) was used to analyse a total of 334 questionnaires obtained from clients of selected M-insurance service points in Accra, Ghana.Results: Our results indicate that SERQUAL, institutional-based trust, satisfaction and corporate identity, corroboratively, impact positively on CL within the M-insurance ecosystem, albeit in varied proportions. The results also demonstrate a high degree of causality among SERQUAL, institutional-based trust and corporate identity.Conclusion: SERQUAL has both direct and indirect significant positive relationships with CL. Thus, in order for M-insurance service providers to attract and retain clients, the former must pay a great deal of attention to SERQUAL owing to its striking halo effects.

This study analytically examines the structure and characteristics of China's Belt and Road Initiative (BRI) and African trade networks by applying network analysis techniques through a critical and in‐depth description of the international trade of Eastern African countries as part of the world trade network. Sixty‐four countries' trade flow data between 2000 and 2018 from the International Monetary Fund, was used, and the network indices indicate that the BRI significantly enhances the trade network's connectivity. The empirical results indicate that density, the degree of centralization, and average node intensity are typically growing, and China is in the central position of the network. Furthermore, East African intra‐regional trade tends to be more densely connected under the BRI. This, in effect, demonstrates that the BRI countries have experienced a rise in intra‐regional trade at different levels of economic development. Therefore, this study recommends that policymakers should consider the BRI's critical role in reforming trade policies to build a resilient and sustainable African economy.

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