Determinants of students' loyalty in the Ghanaian Banking Industry

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dc.contributor.author Narteh, B.
dc.date.accessioned 2015-09-09T12:33:11Z
dc.date.accessioned 2017-10-16T10:51:50Z
dc.date.available 2015-09-09T12:33:11Z
dc.date.available 2017-10-16T10:51:50Z
dc.date.issued 2013
dc.identifier.citation Bedman Narteh, (2013) "Determinants of students’ loyalty in the Ghanaian banking industry", The TQM Journal, Vol. 25 Iss: 2, pp.153 - 169 en_US
dc.identifier.issn 1754-2731
dc.identifier.uri http://197.255.68.203/handle/123456789/6952
dc.description.abstract Purpose – The purpose of this paper is to investigate the determinants of students’ loyalty in retail banks in Ghana. Design/methodology/approach – A review of the literature identified four determinants of customer loyalty which were used to survey 624 students from five universities in Ghana. Data were analysed using exploratory factor analysis and multiple regression. Findings – The study found satisfaction with bank services, image of the bank, availability of electronic bank services and perceived service quality as the determinants of students’ bank loyalty. Perceived service quality was, however, not significant in predicting students’ loyalty to their banks. Practical implications – The study highlights the importance of understanding students’ behavior with regard to banking services. The three factors identified as significant predictors of students’ loyalty could be used by retail banks to design effective marketing strategies to attract and retain the student cohort in Ghana. Originality/value – The study was the first of its kind that investigates students’ loyalty in retail banks in sub‐Saharan Africa. The study provides practical leverage to enable bank marketers to identify students’ financial needs in order to design an appropriate value proposition to satisfy them. en_US
dc.language.iso en en_US
dc.publisher Emerald Group Publishing Limited en_US
dc.subject Students en_US
dc.subject Customer loyalty en_US
dc.subject Retail banking en_US
dc.subject Ghana en_US
dc.subject Banks en_US
dc.title Determinants of students' loyalty in the Ghanaian Banking Industry en_US
dc.type Article en_US


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