publication . Article . 2017

Interrelationships and consequential effects among technological innovation, service consistency, customer satisfaction and loyalty in banking

Asare Yaw Obeng; Mkhize L Peter;
Open Access English
  • Published: 01 Apr 2017 Journal: International Journal of Finance & Banking Studies (issn: 2147-4486, Copyright policy)
  • Publisher: Hasan Dincer
Abstract
The key to long-term success in banking is consistent improvement and delivering of quality product and or value-added service that conform to the expectations of customers. IT-innovative products/services and processes (technological innovation) facilitate these key elements of customer satisfaction and critical factors for retaining valued customers. The objective of this paper is to explore the effects of technological innovation on service consistency and the consequential effects on customer satisfaction and loyalty covering seven universal banks in Ghana. The results of the empirically tested model reveal new/improved product/process functionalities, servi...
Subjects
free text keywords: Banking, customer loyalty, customer satisfaction, regression analysis, service consistency, technological innovation, Social Sciences, H, Business, HF5001-6182
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