Assessing the effect of Waiting Time Management Strategies on Waiting Time Satisfaction among Bank Customers in Ghana

Mbawuni, Joseph; Simon, Nimako Gyasi

doi:10.5430/afr.v7n1p179

Cited by 3 publications

(1 citation statement)

References 30 publications

(110 reference statements)

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“…Abubakar (2014), Ranasingha and Kosala (2017), Charles (2016), Hadija and Alexander (2018), Mohammed and Dada (2014), Syed and Khaliguzzaman (2016), Adesina (2014), Safer, Sudi, Tugbay, Handa andSerpil (2015), Russel (2018), Elliot, Mary andAkosue (2014), Singh (2009), Kumar, Varaprasad, Sridharan and Unnithan (2013), Matimbwa and Ochumbo (2018) have conducted a study in the area of ATM and customer satisfaction and their findings seems to concur with positive relationship of the two variables. Furthermore, studies by Bielen and Demoulin (2007), Joseph and Simon (2018), Lahap et al (2017), Tom andLucey (1997), Patel, Chaudhary, Patel andMakwana (2012) have conducted their researches on the effect of waiting time on customer satisfaction. However, previous studies that investigated the relationship between ATM services and customer satisfaction present inconsistency of findings.…”

Section: Benefits Of Atms To Customersmentioning

confidence: 99%

Customer Satisfaction and Automated Teller Machine (ATM) Services: A Review of Related Literature

Abdullahi¹

2021

theijbm

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The aim of the study is to identify the gaps within the literature in the area of customer satisfaction and the use of automated teller machine services in Nigeria. The research concurred with the scholarly researches that conceptualized customer satisfaction in to three dimensions 1) fulfillment of need 2) function of discontinuation 3) model of consumer behavior that changes over time. Some scholars measure satisfaction through; security, speed, ease of use, convenience, usefulness, accessibility etc. However, the study concurred with the researches that confirm automated teller machines as a computerized telecommunication device that enables the financial transaction to be performed publicly by the customer. Thus, the study conclude that the findings of previous researches are inconsistent or mixed result, hence, none of the researches review literature within the context of customer satisfaction and automated teller machine services.

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Section: Benefits Of Atms To Customersmentioning

confidence: 99%

Customer Satisfaction and Automated Teller Machine (ATM) Services: A Review of Related Literature

Abdullahi¹

2021

theijbm

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The impact of customer engagement on organisational change communication at Absa bank in greater Durban area

Chitamba,

Mutambara

2023

IJRBS

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Events that unfolded in the past decade- the ease of new entrants into the South African banking sector, uncertain economic outlook, the 2008 global financial crisis, competition within the South African banking sector, have changed the retail banking landscape in South Africa. Retail banks are under tremendous pressure to realign their banking operations to meet these global challenges. Conforming to the mounting pressure in the South African banking sector, Barclays PLC a major shareholder in Barclays Africa Group now (Absa bank) announced its departure from the bank. A move that made it lose its strategic partner with over 100 years of experience working in Africa. The departure was received with mixed reactions across the banking landscape. Research on customer engagement in South African banking sector is still in its infancy and no study has been undertaken to determine the impact of customer engagement on organisational change communication during episodes of organisational change. To address this research gap, this study seeks to determine the impact of customer engagement on organisational change communication at Absa bank in the greater Durban area. The study adopted a quantitative research paradigm, with a pre-coded structured closed ended questionnaire on a 5-point Likert scale administered to a target population of 650 000 Absa customers in the greater Durban area. Sekaran statistical table was used for sample selection. A sample of 384 customers was selected using convenience sampling a non-probability sampling technique. Some notable conclusions resulted from the extensive statistical analysis, which were also validated by national and international studies undertaken by various researchers, who also demonstrated concordance or discordance with the current findings and were appropriately referenced.

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The Relationship between Service Quality and Customer Satisfaction on Electronic Banking Services: the Case of Ahantaman Rural Bank, Ghana

Krah¹,

Opoku²,

Oduro³

et al. 2022

JCFMBS

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Many banks specifically rural banks, in the quest to improve their service quality for the benefit of their clients have joined the ride to adopt electronic banking. The study sought to examine the relationship between service quality and customer satisfaction in electronic banking services, with Ahantaman Rural Bank being the bank in focus. Using quantitative methodology, the study employed questionnaires to collect primary data for the analysis. The results showed that customers found ease of use, privacy and security, control, reliability, enjoyment, and speed of use as significant service quality dimensions expected of electronic banking services. This paper contributes to literature by offering a critical and comprehensive review of the relationship between service quality and customer satisfaction in electronic banking services and how important it is to continuously improve service quality of banks’ entire operations.

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Assessing the effect of Waiting Time Management Strategies on Waiting Time Satisfaction among Bank Customers in Ghana

Cited by 3 publications

References 30 publications

Customer Satisfaction and Automated Teller Machine (ATM) Services: A Review of Related Literature

Customer Satisfaction and Automated Teller Machine (ATM) Services: A Review of Related Literature

The impact of customer engagement on organisational change communication at Absa bank in greater Durban area

The Relationship between Service Quality and Customer Satisfaction on Electronic Banking Services: the Case of Ahantaman Rural Bank, Ghana

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