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Drivers of Customer Satisfaction in the Hotel Industry in Ghana: The Role of Personality, Staff Service Quality and Physical Environment
Get PDFThe purpose of the study was to examine the extent at which personality factors (extraversion, agreeableness, and neuroticism), staff service quality, and physical environment (room and outside facilities) influence customer satisfaction in the hotel industry in Ghana. It further sought to identify which of these factors is the most influential in keeping customers satisfied with hotel services in Ghana. The study was a cross-sectional survey and employed quantitative research approach. The population of the study comprised of hotel guests in Accra. Purposive and convenience sampling methods were used to select four (4) registered hotels rated between 1 to 4 star in Accra. Convenience sampling technique was used to sample 351 respondents. Data was analysed using Partial Least Squares Modeling. Findings from the study revealed that among the three personality factors assessed, neuroticism was the only personality factor found to be positive and significant to customer satisfaction in the hotel industry in Ghana. The study found significant relationship between staff service quality and customer satisfaction. Furthermore, staff service quality was found to be the key determinate of customer satisfaction in the hotel sector. Room quality was found to have strong influence on customer satisfaction in the hotel setting than the outside facilities. The study therefore recommended that hotel management should re-examine and re-programme their customer database system to capture guest personality traits in order to deliver the right services and to keep them delighted
The anthropology of Pentecostalism in Africa and along its transformative routes: A review essay
No full textIf the turn of the twenty-first century featured the transfer of the Christian center of gravity from the Euro-American West to the global South, then a large part of the reason for the emergence of majority world Christianity can certainly be attributed to the explosiveness of churches across the African continent.\u27 Not without reason, then, scholarship on African Pentecostalism has proliferated, and to the degree that globalization dynamics are intensifying African migration to and inter-relationship with the West, research on the African pentecostal diaspora and on transnational Pentecostalism as it concerns the African context are also beginning to appear. This essay overviews six recent books published in this second decade of the third millennium, equally divided between the sub-Saharan and West African regions
Harnessing ICTs for Development in Ghana: A Research Agenda.
Get PDFThe revolutionary transformations, dispersion, and convergence of information and communication technologies (ICTs) in the past few decades, especially since the 1990s, have generated radical changes in the methods of communication within countries and across international borders, in social interactions, and in doing business. The phenomenon has also had major impacts on the transmission and reception of news and information of diverse nature as well as on development processes, social, economic, political, and cultural change. Since the early 1990s, a considerable amount of attention has been devoted to the role and functions of ICTs in international, regional, and national discourses and conferences. The increasing prominence of ICTs in discourses on communication, socio-economic change, and development is also reflected in the increased number of research and publications on that topic in recent decades, particularly since the beginning of the 21st Century. It is in this context that the present paper examines the implications and applications of ICTs in socio-economic development process in Ghana. It briefly looks at the broad landscape of ICTs in Africa with a focus on Ghana. It highlights some initiatives in the ICT sector, including selected studies carried out on ICTs and their applications. The paper makes a case for more research to examine the contributions of ICT to Ghana’s socio-economic development, with a focus on ICT availability, accessibility and, utilization as a crucial and necessary enabler for development
Harnessing ICTs for Development in Ghana: A Research Agenda
Get PDFThe revolutionary transformations, dispersion, and convergence of information and communication technologies (ICTs) in the past few decades, especially since the 1990s, have generated radical changes in the methods of communication within countries and across international borders, in social interactions, and in doing business. The phenomenon has also had major impacts on the transmission and reception of news and information of diverse nature as well as on development processes, social, economic, political, and cultural change. Since the early 1990s, a considerable amount of attention has been devoted to the role and functions of ICTs in international, regional, and national discourses and conferences. The increasing prominence of ICTs in discourses on communication, socio-economic change, and development is also reflected in the increased number of research and publications on that topic in recent decades, particularly since the beginning of the 21st Century. It is in this context that the present paper examines the implications and applications of ICTs in socio-economic development process in Ghana. It briefly looks at the broad landscape of ICTs in Africa with a focus on Ghana. It highlights some initiatives in the ICT sector, including selected studies carried out on ICTs and their applications. The paper makes a case for more research to examine the contributions of ICT to Ghana’s socio-economic development, with a focus on ICT availability, accessibility and, utilization as a crucial and necessary enabler for development
A Contextual Model Towards Understanding Information Technology Governance: Principles, Structure & Mechanisms
No full textAlthough the board of directors and top executives depend on information technology (IT) to achieve strategic and operational goals and to meet legal and regulatory compliance requirements, IT governance is often not well understood by the board of directors and top 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) identify, 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 provides 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 study recommends that the Government of Ghana should set up an IT governing board to guide the various arms of government as well as organizations and institutions that aim to strengthen their IT governance
Community-Based Identification in Rural Banking
Get PDFIdentity deals with answering the question of “who am I?” or who are you?”. It answers the question of who or what a person or thing is and deals with the characteristics determining this. In commercial transactions, identity is very important and various mechanisms have been devised to deal with this question. The question that needs answering is whether these conventional mechanisms can work in all situations. Most businesses in the developing countries lag behind their counterparts in the developed countries in terms of technology. To catch up they often adopt information technologies and business practices that are already in use. Adoption of these technologies is however affected by the culture of the relevant communities (Liljander, Gillberg, Gummerus, & van Riel, 2006) and the structures to support implementation of the technologies. This paper looks at the protection of the digital identity and propose identity management techniques more suitable to rural Ghana. It proposes an alternative identity verification mechanism which focuses on identity as a social construct
The Effect of Supply Chain Management on Firm Performance: The Case of Selected Commercial Banks in Ghana
Get PDFThis study examined the effect of supply chain practices in firm performance. The population of this study was supply chain professionals in selected commercial banks in Ghana. A quantitative research technique was employed. The simple random sampling method was used to select 178 respondents from four (4) commercial banks. A structured questionnaire was used to collect data. Pearson’s correlation test and linear regression analysis were used to analyse data. Findings indicated that supply chain practices significantly influence firm performance, with supply chain practices accounting for 67.7% of the total variation in firm performance. Moreover, supply chain practices significantly influence each dimension of firm performance. Thus, it accounts for 89% of the total variation on market performance, while it accounts for 30.1% and 9.2% of the total variation on operational performance and financial performance respectively. It is therefore concluded that firm performance would improve when supply chain practices in the banks are enhanced. Generally, supply chain practices positively influence firm performance among the banks. This means that improved practices of supply chain would enhance firm performance among the banks
Pentecostal universities: Theory and history
No full textAlthough there are several types of university, the accepted ideal is of a unified institution, comprising several faculties, that allows for the teaching and renewal of human knowledge in its entirety. It is a university rather than a polytechnic; it is a campus where all the disciplines of human knowledge, each with their own faculty, may rub shoulders and absorb the breadth of what has been discovered in the past and, through research, transmit what the human race needs for the future. Since, in its ideal form the university deals in the currency of all human knowledge and therefore with the sciences and arts together, theology is included; indeed, in the Middle Ages, theology was the architectonic discipline under which all other forms of knowledge were arranged and coordinated, and the university itself was a faith communit
Model of theological education and pastoral formation: A Pentecostal perspective
No full textThis paper seeks to outline and evaluate four models of theological education in the history of the Church. It then focuses on recent developments in theological education in Ghana that exposes the tension and challenges among the various models. After this the paper introduces a fifth model which is being developed at the Pentecost Theological Seminary in Ghana
