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Measuring service quality in Ghana: a crossvergence cultural perspective

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Abstract

This paper develops an instrument for measuring service quality in Ghana aimed at capturing a crossvergence perspective and to compare the efficacy of the new instrument (GhanQual) with SERVPERF and PAKSERV within the Ghanaian cultural context. Data were collected using SERVPERF and PAKSERV scale items. Using a structured questionnaire, data were collected from a sample of banking and hospital customers in Ghana and analysed using exploratory factor analysis, confirmatory factor analysis and regression analysis. The new instrument demonstrated superiority over SERVPERF and PAKSERV and is recommended as the most appropriate instrument for measuring service quality within the Ghanaian cultural context. The study identified the important factors service managers in Ghana can utilise in measuring and managing service quality and is believed to be the first of its kind to propose and develop a crossvergence perspective service quality instrument as well as to compare the efficacy of SERVPERF and PAKSERV in a single study. Extension of this study in other countries is recommended as this study was contextualised within the Ghanaian cultural context. Nevertheless, this study provides a starting point for developing cultural-specific and crossvergence perspective instruments for measuring service quality.

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Authors and Affiliations

  1. Department of Marketing and Supply Chain Management, School of Business, University of Cape Coast, Cape Coast, Ghana

    Andrews A. Yalley & Gloria K. Q. Agyapong

Authors
  1. Andrews A. Yalley
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  2. Gloria K. Q. Agyapong
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Correspondence to Andrews A. Yalley.

Appendices

Appendix 1

See Table 4.

Table 4 Rotated component matrix for GhanaQual
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Appendix 2

See Table 5.

Table 5 CFA output for GhanaQual
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Appendix 3

See Table 6.

Table 6 Final GhanQual scale items and sources
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Yalley, A.A., Agyapong, G.K.Q. Measuring service quality in Ghana: a crossvergence cultural perspective. J Financ Serv Mark 22, 43–53 (2017). https://doi.org/10.1057/s41264-017-0021-x

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