Customer satisfaction and the influence of quality service aspects: A case study of a cooperative union in Cape Coast, Ghana's Central Region

https://doi.org/10.35912/amor.v2i4.906
Published: Apr 22, 2022

Abstract:

Purpose: This is to determine the association between quality service aspects and customer satisfaction in non-interest-based financial services.

Research Methodology: The study used a quantitative approach and a descriptive design, as well as a simple random sampling technique, closed-ended questionnaire, multiple linear regression, and SPSS 20.0 versions for data translation and analysis.

Result: The study concludes that customer satisfaction is influenced by quality service dimensions such as empathy, tangibility, assurance, responsiveness, and reliability.

Limitation: Time limits, assumptions about the underlying theory, and the use of a single credit union were all possible stumbling blocks.

Limitations: Time limits, assumptions about the underlying theory, and the use of a single credit union were all possible stumbling blocks

Contribution: The contribution is that in a highly active, dynamic, and competitive business environment, organizations must ensure employee effectiveness and efficiency because their efforts will execute quality service dimensions. Customers' disconfirmation or confirmation is heavily influenced by the organization, employees, and environment created to meet their expectations.

Keywords:
1. Customer satisfaction
2. Quality
3. Quality service
4. Service
Authors:
1 . Godson Kwame Amegayibor
School of Business, University of Cape Coast, Cape Coast, Ghana
2 . Clara Operabea Korankye
Cooperative Credit Union, University of Cape Coast, Cape Coast, Ghana
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How to Cite
Amegayibor, G. K., & Korankye, C. O. (2022). Customer satisfaction and the influence of quality service aspects: A case study of a cooperative union in Cape Coast, Ghana’s Central Region. Annals of Management and Organization Research, 2(4), 253–269. https://doi.org/10.35912/amor.v2i4.906
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Issue & Section
Vol. 2 No. 4 (2021): May
Articles
Author Biography

Clara Operabea Korankye, Cooperative Credit Union, University of Cape Coast, Cape Coast, Ghana

Head of Deparrtment of Human Resource management.

References

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  2. Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2016). Social media: Influencing customer satisfaction in B2B sales. Industrial marketing management, 53, 172-180.
  3. Ali, M., Metz, I., & Kulik, C. T. (2015). The impact of work–family programs on the relationship between gender diversity and performance. Human Resource Management, 54(4), 553-576.
  4. Amegayibor, G. K. (2021). The effect of demographic factors on employees’ performance: A case of an owner-manager manufacturing firm. Annals of Human Resource Management Research, 1(2), 127-143.
  5. Andaleeb, S. S., & Basu, A. K. (1994). Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry. Journal of retailing, 70(4), 367-381.
  6. Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of marketing, 58(3), 53-66.
  7. Arslan, M., Iftikhar, M., & Zaman, R. (2014). Effect of service quality dimensions on customer satisfaction: A comparative analysis of Pakistan Telecom sector. Revista de Management Comparat International, 15(4), 440.
  8. Avery, D. R., McKay, P. F., & Wilson, D. C. (2007). Engaging the aging workforce: The relationship between perceived age similarity, satisfaction with coworkers, and employee engagement. Journal of applied psychology, 92(6), 1542.
  9. Awoyemi, M. (2002). Research Methodology in Education. Accra: K 'N' A.B. Ltd.
  10. Barsky, J. D. (1992). Customer satisfaction in the hotel industry: Meaning and measurement. Hospitality Research Journal, 16(1), 51-73.
  11. Bearden, W. O., & Teel, J. E. (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of marketing Research, 20(1), 21-28.
  12. Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of marketing, 54(2), 69-82.
  13. Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of service quality and value. Journal of consumer research, 17(4), 375-384.
  14. Bovée, C. L., & Thill, J. V. (1992). Marketing: McGraw-Hill.
  15. Burns, N., & Grove, S. K. (2003). Understanding Nursing Research: Saunders.
  16. Cadotte, E. R., Woodruff, R. B., & Jenkins, R. L. (1987). Expectations and norms in models of consumer satisfaction. Journal of marketing Research, 24(3), 305-314.
  17. Ch, G. (2000). Relationship Marketing: the Nordic School Perspective [in] Handbook of Relationship Marketing, Sheth, JN, Parvatiyar, A: Thousand Oaks: Sage Publications.
  18. Chambo, S., Mwangi, M., & Oloo, O. (2008). An analysis of the socio-economic impact of cooperatives in africa and their institutional context. Nairobi, International Co-operative Alliance and the Canadian Cooperative Association.
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  23. El Saghier, N., & Nathan, D. (2013). Service quality dimensions and customers’ satisfactions of banks in Egypt. Paper presented at the Proceedings of 20th international business research conference.
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  26. Fisher, R. T. (2001). Role stress, the type A behavior pattern, and external auditor job satisfaction and performance. Behavioral research in accounting, 13(1), 143-170.
  27. Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of marketing, 56(1), 6-21.
  28. Fornell, C., & Johnson, M. D. (1993). Differentiation as a basis for explaining customer satisfaction across industries. Journal of economic psychology, 14(4), 681-696.
  29. Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of marketing, 60(4), 7-18.
  30. Fornell, C., Mithas, S., Morgeson III, F. V., & Krishnan, M. S. (2006). Customer satisfaction and stock prices: High returns, low risk. Journal of marketing, 70(1), 3-14.
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  32. Fried, H. O., Lovell, C. K., & Eeckaut, P. V. (1993). Evaluating the performance of US credit unions. Journal of Banking & Finance, 17(2-3), 251-265.
  33. Fried, H. O., Schmidt, S. S., & Yaisawarng, S. (1999). Incorporating the operating environment into a nonparametric measure of technical efficiency. Journal of productivity Analysis, 12(3), 249-267.
  34. Garden, K. A., & Ralston, D. E. (1999). The x-efficiency and allocative efficiency effects of credit union mergers. Journal of International Financial Markets, Institutions and Money, 9(3), 285-301.
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  36. Giese, J., & Cote, J. A. (2000). Defining consumer satisfaction. Academy of marketing science review.
  37. Glass, J. C., McKillop, D. G., & Quinn, B. (2014). Modelling the performance of Irish credit unions, 2002 to 2010. Financial accountability & management, 30(4), 430-453.
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  40. Handfield, R. B., & Bechtel, C. (2002). The role of trust and relationship structure in improving supply chain responsiveness. Industrial marketing management, 31(4), 367-382.
  41. Hasson, D., & Arnetz, B. B. (2005). Validation and findings comparing VAS vs. Likert scales for psychosocial measurements. International Electronic Journal of Health Education, 8, 178-192.
  42. Hong, T. L. (2014). RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION: A STUDY OF MALAYSIAN BANKING INDUSTRY. Vol. 2 No. 2 (2014).
  43. Hunt, H. K. (1977). Conceptualization and measurement of consumer satisfaction and dissatisfaction: Marketing Science Institute.
  44. Johnson, D. W., Johnson, R. T., & Smith, K. (2007). The state of cooperative learning in postsecondary and professional settings. Educational Psychology Review, 19(1), 15-29.
  45. Johnson, E., & Karley, J. (2018). Impact of Service Quality on Customer Satisfaction. Case study: Liberia Revenue Authority. Retrieved from http://hig.diva-portal.org/smash/record.jsf?pid=diva2%3A1246475&dswid=8140
  46. Jones, M. A., & Suh, J. (2000). Transaction?specific satisfaction and overall satisfaction: an empirical analysis. Journal of services Marketing.
  47. Juwaheer, T. D., & Ross, D. L. (2003). A study of hotel guest perceptions in Mauritius. International Journal of Contemporary Hospitality Management.
  48. Karlay, E. C. J. J. S. (2018). Impact of service quality on customer satisfaction.
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  55. Kumar, V. (2008). Managing Customers for Profit: Strategies to Increase Profits and Build Loyalty: Wharton School Pub.
  56. Kyessi, A., & Furaha, G. (2010). Access to housing finance by the urban poor: The case of WAT?SACCOS in Dar es Salaam, Tanzania. International Journal of Housing Markets and Analysis.
  57. Ladhari, R. (2008). Alternative measures of service quality: a review. Managing Service Quality: An International Journal.
  58. Langerak, F. (2003). The effect of market orientation on positional advantage and organizational performance. Journal of strategic marketing, 11(2), 93-115.
  59. Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of services Marketing.
  60. Lehtinen, U., & Lehtinen, J. R. (1982). Service Quality: A Study of Quality Dimensions: Service Management Institute.
  61. Lewis, B. R. (1993). Service quality: definitions, determinants and measurement. Training for quality.
  62. Markovi?, S., & Raspor Jankovi?, S. (2013). Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry. Tourism and Hospitality Management, 19(2), 149-164.
  63. Mathe, H., & Shapiro, R. D. (1993). Integrating service strategy in the manufacturing company: Chapman & Hall.
  64. Mathieu, V. (2001). Product services: from a service supporting the product to a service supporting the client. Journal of Business & Industrial Marketing.
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  66. Mittal, B., & Lassar, W. M. (1996). The role of personalization in service encounters. Journal of retailing, 72(1), 95-109.
  67. Muala, A. A. (2016). The effect of service quality dimensions on customers' loyalty through customer satisfaction in Jordanian Islamic Bank. International Journal of Marketing Studies, 8(6), 141-146.
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