Impact of Attribute-Specific Satisfaction on Overall Satisfaction with the Service Quality within the Ghanaian Banking Industry: the case of Ghana Commercial Bank

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Impact of Attribute-Specific Satisfaction on Overall Satisfaction with the Service Quality within the Ghanaian Banking Industry: the case of Ghana Commercial Bank

Abstract

This study investigated the impact of attribute-specific satisfaction of the SERQUAL dimensions’ of service quality of Ghana Commercial Bank (GCB) on the overall customer satisfaction with the service quality of the bank in the Kumasi Metropolis. The research design was a descriptive survey. A total of 200 customers of the bank formed the sample. The instrument used was author-constructed questionnaire. Data was analysed using spearman’s rho correlation matrix.

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