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Customer satisfaction of loan services in Ghanaian banks: A case of Barclays Bank Ghana Limited
Get PDFThe purpose of this study is to evaluate the level of customer satisfaction with loan services in the banking industry. The study uses the service quality of loan facilities at Barclays Bank Ghana Limited as a case study. Through a stratified random sampling method, seventy (70) respondents of the bank\u27s branch in Nkawkaw in the Eastern Region of Ghana were selected to participate in the study. Questionnaires and interviews were used to measure the respondents\u27 level of satisfaction with the bank\u27s loan services and other service quality dimensions. The data gathered were analysed using SPSS (Version 16.0) and presented by the use of statistical models such as graphs, charts, and tables. It was observed that the customers were generally satisfied with the loan services when assessed on 12 service quality dimensions. Interest rates, account charges, company reputation and past experience with the bank were found to be important factors in attracting the customers. Existing customers are also willing to recommend the bank to their reference group. These factors are useful for strategic decisions
Service quality and customer satisfaction in healthcare delivery: A comparative study of public and private hospitals in Ghana
Get PDFThe 21st century has witnessed a dramatic growth in the services sector. One service sector that has advanced significantly is the health sector. In Ghana, health care delivery, particularly infrastructural development, has improved significantly over the past 10 to 15 years. However, its reflection in quality health service to the customer and customer satisfaction has not received much attention. This study was carried out to explore how satisfied the health service customer is and the quality of services delivered. It was also to compare public and private hospitals on these variables. A survey instrument on variables of service quality and customer satisfaction was used to collect data from some selected private and public hospitals within the Accra Metropolis. It was hypothesized that there would be no significant differences between public and private hospitals on service quality and customer satisfaction. The study however, found that there are differences in sendee quality and customer satisfaction dimensions between public and private hospitals. The findings suggest that in general quality of service delivery and customer satisfaction are relatively better in private hospitals than public hospitals, and that public hospitals need more improvement in service quality and customer satisfaction
Assessing the relevance of internal audit to corporate governance in metropolitan, municipal and district assemblies in Ghana
Get PDFEvidence from studies reveal ineffectiveness of the internal audit investigations regarding its effects on the public sectors and the lack of proper attention being paid to budgetary controls in these public sectors. The study examined the role of internal audit in Metropolitan, Municipal and District Assemblies (MMDAs) in Ghana so as to determine their relevance to governance. Specifically, the study examined the human resource management practices of the Internal Audit Units in the MMDAs; determined the level of independence of the internal audit units in the performance of their functions; and finally evaluated the quality (effectiveness) of internal audit functions in the Assemblies. A structured questionnaire was used as a primary data collection instrument from respondents selected through purposive and convenient means. Items of the questionnaire were measured on the Likert ranking scale. Ten (10) Assemblies in the Greater Accra region were selected. Overall, 70 respondents were sampled including 55 internal auditors, and 15 budget officers of the Assemblies. Data analysis was done using descriptive statistics. The study concludes that the Assemblies have strong human resource management practices in the Internal Audit Unit to ensure effective functioning of the internal auditor. However, the study found that there is weak quality assurance, weak continuous improvement programs for the auditors, and poor conditions of service to motivate the internal auditors in the performance of their functions. The internal auditors in the Assemblies perform their functions with little or no internal and external interferences. The internal auditors in the Assemblies are effective in the performance of their functions. The internal auditors are capable of performing their functions and are therefore relevant to the Assemblies
The contextual model towards understanding information technology governance principles, structures and mechanisms
No full textAlthough top executives depend on IT (information technology) to achieve strategic and operational goals and to meet legal and regulatory compliance, IT governance is often not well understood by the board of directors and executive management. The intent of this paper is to provide guidelines and understanding of the context of IT governance to organizational leaders. The study employs a qualitative examination of peer-reviewed journals, published documents, and IT practitioner sources containing IT standards and frameworks to (1) classify and discuss the high-level view of the inter-related components of IT governance, and (2) develop a contextual model of IT governance. The contextual model integrates corporate governance theories, IT governance mechanisms, and IT governance domains. The strength of this model is its simplicity, which is devoid of complexities that normally confound the boards of directors and top executives when implementing IT governance. Therefore, the model will provide guidance to the top executives and IT leaders the choices to initiate IT governance according to governance principles, IT governance mechanisms, statutory and regulatory compliance, and standard IT governance practices
The nexus of corporate governance developments and corporate failures
Get PDFSince 1992 there has been an increase in the development of corporate governance principles after the wide spread corporate failures in the UK and US in the late 1980s. In response to these failures, various good corporate governance principles and regulations have been developed by different institutions to address the factors that lead to the failures. The basis of the study is to find out whether the developments in corporate governance have led to a decrease in the incidence of corporate failures. In doing so, I used data from UK newspapers, journals, magazines and other publications relating to the period under review. The years were divided into groups made up of four years each and ranked according to corporate governance developments and failures. After which, the Spearman\u27s Rank Correlation Coefficient formula was used to determine the level of correlation. My findings indicated that, there is a fairly strong positive correlation between developments in corporate governance and corporate failures meaning that as the number of codes and principles increased the number of corporate failures also increased. The study also identified some of the reasons for the continuous corporate governance failures as board incompetence, poor risk management by companies, ineffective internal controls, and the failure of external auditors to remain neutral. The researcher is, however, convinced that if the principles and codes that have been developed are effectively assimilated by boards of directors, there could be a significant reduction in corporate failures in the near future
Infrastructural projects implementations challenges in Ghana
Get PDFThe lack of efficient systems in the Ministries, Departments and Agencies to analyze and report on both Government and donor funded infrastructural projects has hampered the rate of infrastructural project implementation in the country. To make matters worse, the challenge of MDAs having to deal with different reporting rules, multi DP procurement processes and lending conditions have been overwhelming, eating up scarce administrative resources that could be put to better use. This study sought to investigate the role of administrative, leadership, and project management competencies in infrastructural project implementation challenges in Ghana. It provides appropriate recommendations to relevant stakeholders, such as the government, Private Sector, development partners, and relevant NGOs. The research covered six key sectors, namely: the Ministries of Finance and Economic Planning; Roads and Highways; Local Government and Rural Development; Energy; Transport; and Water Resources; Sanitation, Works and Housing. It engaged six key development partners (both bi lateral and multilateral agencies) namely the World Bank; Chinese Republic, African Development Bank; German Development Agency (KfW); the French Development Agency, and the European Union Delegation. The Ministry of Finance and Economic Planning (MoFEP) was the main fulcrum of this study
Reducing poverty through a social grants programme: The case of Ghana
Get PDFSocial security and pensions have an important role to play in sustaining poverty reduction efforts. Ghana is one of the countries in SSA that is implementing a social grants policy under it\u27sNotional Social Protection Strategy (NSPS, 2007). This study investigates the extent to which Ghana\u27s social grant policies can impact on poverty, inequality and government fiscals in Ghana. The main findings of this study are that a universal social grants programme will reduce the incidence and depth of poverty as well as inequality in Ghana. It however argues that for Ghana, affordability remains the biggest challenge
A critical assessment of information technology disaster recovery strategies in Ghanaian banks
Get PDFBanks were among the earliest adopters of information technology in the business world. In any business organisation, customer data and other corporate information form a critical and valuable asset of the organisation. Disaster recovery planning protects data against loss. The focus of the research was to investigate the disaster recovery strategies and plans being used by the banking industry in Ghana and the preparedness of the banks\u27 staff for recovery from information technology disaster. Using a combination of quantitative and qualitative research approaches with the simple random sampling technique, the results showed that banks in Ghana are basically ill-prepared for Information technology (IT) disasters, a premise on which a number of recommendations are made to improve the situation. It needs to be emphasized that the results may not be suitable for generalization since only seven out of thirty banks were researched