THE ROLE OF SERVICE QUALITY IN CUSTOMER RETENTION

OFORI  SARFOWAA, AFIA; BADU, FREDA; KONADU MENSAH, ALICE; OFORI BOAKYEWAA, HENRIETTA; BRONI, REBECCA; TAKYI BOATENG, KINGSLEY

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dc.contributor.author	OFORI SARFOWAA, AFIA
dc.contributor.author	BADU, FREDA
dc.contributor.author	KONADU MENSAH, ALICE
dc.contributor.author	OFORI BOAKYEWAA, HENRIETTA
dc.contributor.author	BRONI, REBECCA
dc.contributor.author	TAKYI BOATENG, KINGSLEY
dc.date.accessioned	2013-08-02T09:35:27Z
dc.date.accessioned	2022-01-18T17:43:39Z
dc.date.available	2013-08-02T09:35:27Z
dc.date.available	2022-01-18T17:43:39Z
dc.date.issued	2013-06
dc.identifier.uri	http://localhost:8080/xmlui/handle/123456789/246
dc.description	Delivering quality service is considered an essential strategy for success and survival in today's competitive environment (Dawkins and Reichheld, 1990; Reichheld and Sasser, 1990). Service quality measurement and customer satisfaction are increasingly becoming important for service firms to stay in the business. Service quality measurement process differs across different industrial domains as the service managers’ account for unique nature of services; different service attributes acting as determinants of customer satisfaction, complex interrelationship and dependability that exist between them.To achieve excellent service quality it is important to understand the interrelationship between various service quality attributes and their dimensions.	en_US
dc.description.abstract	Delivering quality service is considered an essential strategy for success and survival in today's competitive environment. Service quality measurement and customer satisfaction are increasingly becoming important for service firms to stay in the business. Banks should exercise more effort to understand their customer well through relationships concepts such as length, nature and quality of customer’s prior experience with service organizations especially in the context of a highly competitive market.	en_US
dc.subject	ROLE OF SERVICE	en_US
dc.subject	QUALITY	en_US
dc.subject	CUSTOMER RETENTION	en_US
dc.title	THE ROLE OF SERVICE QUALITY IN CUSTOMER RETENTION	en_US
dc.title.alternative	THE CASE STUDY OF KWAMANMAN RURAL BANK	en_US
dc.type	Thesis	en_US