Purpose – Banking in Ghana is now an intensely competitive proposition. In a competitive environment, it becomes imperative not just to attract customers, but also to design strategies aimed at maintaining these customers. Drawing on data from over 2,000 retail bank customers in Ghana, this...

Purpose – This paper seeks to determine from the standpoint of undergraduate students, service‐quality dispositions of bank brands operating in Ghana; in respect of customer service (human interaction), service knowledge and bank infrastructure and technology. Design/methodology/approach –...