| In today's fierce market competition,service quality is a crucial competitive factor to maintain customer support and establish a strong foundation.The purpose of this study is to investigate the relationship among customer service quality,satisfaction and loyalty of Ghana commercial bank in Obuasi.This study adopts cross-sectional survey design.This design is used because it can collect a large amount of data from a given sample size,while minimizing the cost of data collection and the time it takes to collect data.A total of 300 questionnaires were sent to customers who visited the bank,of which 240(80%)were valid for analysis.Descriptive statistics,correlation analysis and regression analysis were carried out by using Statistical Package for Social Sciences software to estimate the relationship between variables.The overall results of this study show that there is a positive and significant relationship between all constructs.Service quality is positively related to customer satisfaction,and customer satisfaction is positively related to customer loyalty.Therefore,the improvement of human capital and the training of staff should be introduced in order to provide high-quality services and improve customer satisfaction,so as to promote the repeated consumption of customers and recommend to others.The study promotes the improvement of Ghana commercial bank's service delivery system to its customers,encourages the continuous participation of all customers of the bank to achieve the best satisfaction,and encourages other stakeholders to identify their urgent needs in the decisionmaking process. |
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