through a set of survey questionnaire from bank customers in Ghana. GAP analysis was then used to identify the strengths or … customers and to compare the individual levels of these constructs between big and small banks in Ghana. The data was sourced ….50 respectively are appreciably high, compared to the customer loyalty Gap score of 2.37. In terms of bank size, the big banks in …

loyalty for the Ghana banking industry. The paper also evaluates the effects of the individual dimensions of service quality …

Customer retention is essential for the success of service firms like bank. The quality of service has become an aspect … endeavors to discover the effect of service quality on customer retention in the banking industry in Ghana with specific … reference to Asokore rural bank Limited. The five dimensions of SERVPERF model i.e. reliability, assurance, tangibility, empathy …