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.

Drawing upon social information processing theory, the study examined how ethical leadership shapes creative performance. Specifically, we tested a theoretical model integrating the sequential roles of psychological safety and creative self‐efficacy. A two‐waved sample of 512 supervisor‐subordinate dyads from frontline employees of three service industries located in Ghana was administered. The results of the hierarchical linear modeling analysis revealed that there is a positive relationship between ethical leadership and creative performance and that psychological safety positively and significantly mediates the relationship between ethical leadership and creative performance. Similarly, creative self‐efficacy significantly and positively mediates the relationship between ethical leadership and creative performance. Moreover, both psychological safety and creative self‐efficacy sequentially mediate the relationship between ethical leadership and creative performance. We discuss the implications of these results for research and practice.

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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.

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.

The purpose of this study is to investigate the association between brand attributes and brand loyalty among tooth paste users in Greater Accra region of Ghana. The main objective is to examine the relationship between brand attributes on brand loyalty. Four hundred and twentyone (421) copies of questionnaires were retrieved through convenient sampling method. With the aid of Statistical Package for Social Sciences (SPSS) the following statistics were employed: Descriptive statistics, Cranach’s alpha, Kurtosis and Skewness and Regression analysis wereused to measure the relationship of independent variables (packaging, price, and brand awareness) on dependent variable (brand loyalty).The findings revealed that all three attributes of brand; packaging, price and brand awareness had a significant and positive relationship withbrand loyalty. The research suggests that tooth-paste producers in Ghana should adopt green packaging marketing strategy to outwit multinational competitors.

The study was commissioned to investigate the complex behavioral dispositions of the mobile money service industry in Ghana, and its associated operational challenges. To achieve this, the views of 417, participants were sampled via a structured survey instrument. Tosmana and AMOS Graphics were used to analyze the sample data. The findings of the study demonstrate that the behavioral dispositions of mobile money clientele can be explained through twelve complex solutions. The six-factor model of the study constructs produced an overall solution coverage of 0.94, and an overall solution consistency of 0.80. Furthermore, the AVE and Cronbach’s alpha statistics of the study constructs were found to be above the recommended threshold of > 0.5 and ≥ 0.7, respectively. Moreover, cyber fraud, risky service landscape, poor network, insufficient electronic funds, unforgiven competition, and low financial literacy were identified as the main challenges bedeviling the mobile money industry. It is therefore, recommended that mobile money service providers as a matter of urgency must devise strategies to arrest these challenges in order to heighten service quality in the industry. Again, to ensure market leadership within the mobile money service industry, managers must develop varied product offerings to meet customers’ expectation in each stratum of the twelve complex solutions as enshrined in the findings of the study. Citation: Ampaw, M. E., Adu-Sackey, A., Baffoe, S., Frempong, J., Nbolen, M. N. A. and Azaare, J. (2021). More than one road goes to Rome: Understanding the complex behavioral solutions of mobile money clientele from the lens of fsQCA. International Journal of Technology and Management Research (IJTMR), Vol. 6 (2): Pp.1－20. Received: January 3, 2021Accepted: September 1, 2021

The purpose of this study is to investigate the impact of retail outlets attributes on retail patronage in Ghana; the main objective is to study outlet attributes that are requisite to attract patronage. Two hundred and nine (309) questionnaires were returned, out of five hundred (500) questionnaires distributed through convenience sampling method to the population. With the aid of Statistical Package for Social Sciences (SPSS) the following statistics were employed: descriptive statistics, cranach’s alpha, kurtosis and skewness and Chi-square analysis was used to measure the impact of attributes (price, service quality, customer satisfaction, and brand image) on dependent variable (customer loyalty).The findings revealed that all four construct of customer retention; namely price, service quality, customer satisfaction, and brand image had a significant and positive relationship with customer loyalty. The research suggests that Customer Relationship Managers (CRMs) finds out what customers expect and serve them better and solve all customers’ complaints on time.