Anim Patrick | Lancaster University (original) (raw)

Papers by Anim Patrick

International Journal of Sciences: Basic and Applied Research (IJSBAR)

The purpose of this study was to empirically investigate the market orientation in public institu... more The purpose of this study was to empirically investigate the market orientation in public institutions in Ghana with specific emphasis on Accra Metropolitan Assembly. A sample size of one hundred (100) employees of Accra Metropolitan Assembly was selected for the study using the purposive and convenience sampling method. The data obtained were analyzed using Statistical Package for Social Sciences (SPSS 20.0) software. From the study, the researcher found out that, the mean score computed for each of the elements showed that customer orientation received the lower of 2.8 on a five point scale. This shows the level of weakness in the assembly towards customers. Corporate social responsibility recorded the highest of 3.09 which is probably due to the fact that as public institution, it has sought the welfare of the people. But even that the figure is still not strong. In general, market orientation recorded a mean of 2.99 which is not strong. The results therefore suggest that market ...

Consumers all over the world have become more quality conscious; hence there has been an increase... more Consumers all over the world have become more quality conscious; hence there has been an increased customer demand for higher quality services. The objective of this study is to assess the effect of service quality on customer satisfaction in the Ghanaian banking industry using Ghana Commercial Bank as a study area. The study focused on three branches of GCB with (120) customers constituting the sample size. Purposive sampling technique was employed in the study with Statistical Package for Social Sciences (SPSS) used for the analysis. The expectations and perceptions of GCB customers were assessed under five dimensions of SERVQUAL. The researchers found out that, all the five dimensions contributed to quality of service delivery in GCB. Rating the dimensions based on expectations and perceptions of service delivery that need to be improved, it revealed that, GCB should work towards enhancing on reliability, responsiveness, empathy, assurance, and tangibility dimensions respectively...

Journal of Computer and Communications, 2015

The study examined the determinant of mobile banking adoption among bank customers in Ghana, with... more The study examined the determinant of mobile banking adoption among bank customers in Ghana, with specific emphasis on Access Bank. In line with literature, the study applies theoretical frameworks which have been developed from existing literatures on innovation and adoption to collect responses from one hundred and fifty (150) sampled customers of Access Bank in order to investigate the determinants of mobile banking adoption in the Ghanaian banking industry. The results from the study revealed that, each factor measured had some level of significant effect on consumer intention to adopt and use mobile banking services provided by Access Bank. Additionally, the study unveiled that, perceived credibility and perceived financial cost were the major setback with regards to customers adoption of mobile banking services provided by Access Bank, and as a result of this, Ghanaians have formed a negative behavioural pattern towards mobile banking. In addition, the findings showed that, perceived credibility and perceived financial cost have a stronger effect on consumer intention to adopt and use mobile banking service than perceived usefulness and perceived ease of use. It was, therefore, recommended that banks in Ghana should create more awareness through personal interaction with customers, develop quality initiatives in order to build customer's confidence. Equally, banks should also review the cost of their mobile banking service.

The purpose of this study was to empirically investigate the influence of CSR awareness on consum... more The purpose of this study was to empirically investigate the influence of CSR awareness on consumer purchase intention of a telecommunication network in Ghana. A sample size of one hundred and fifty (150) network subscribers of MTN was selected for the study using the purposive and convenience sampling method. The data obtained were analyzed using Statistical Package for Social Sciences (SPSS 20.0) software. From the study, the researcher found out that, customers are aware of the fact that MTN currently embarks on CSR activity such as hepatitis B Campaign project, annual blood donation projects, building of schools, provision of text books, school uniforms, development of ICT centers, MTN Ghana foundation and Heroes of Change project. However, what remained unknown was whether it has an effect on customer purchasing decision of their network or not. The study also revealed that, there were other factors that influenced consumer patronage of MTN services such as Brand name, quality ...

The study mainly determined the effect of customer satisfaction of service quality on customer re... more The study mainly determined the effect of customer satisfaction of service quality on customer retention intention of TiGo in the Abokobi-Madina locality. The study specific determined the extent of customer satisfaction of service delivery by TiGo; evaluated customer retention intention of TiGo; and finally related customer satisfaction of service delivery to customer retention intention. The study used quantitative methodology to investigate the effect of customer satisfaction of service quality on retention of Tigo. A structured questionnaire was used to gather data. Customers’ satisfaction of service quality delivered by Tigo and their intention to retain the service of Tigo were measured perceptually on Five-point scale. Questionnaires with a high reliability (Cronbach’s alpha >0.70) were delivered through personal contact and self-administered by the customers.
Overall, 250 respondent were selected. The study found that: the customers were satisfied with the quality of service delivered by Tigo; the customers could not indicate whether or not they would retain the services of Tigo; of the service quality
dimension, tangibility, assurance and reliability had significant positive effect on customer retention intention of Tigo, while
responsiveness had significant negative effect on customer retention. The study recommended that maintaining existing
customers should be a better option than chasing for new non-existing customers by Tigo and that future study should consider expanding the scope so as to make the findings more dependable.

The study examined the determinant of mobile banking adoption among bank customers in Ghana, with... more The study examined the determinant of mobile banking adoption among bank customers in Ghana, with specific emphasis on Access Bank. In line with literature, the study applies theoretical frameworks which have been developed from existing literatures on innovation and adoption to collect responses from one hundred and fifty (150) sampled customers of Access Bank in order to investigate the determinants of mobile banking adoption in the Ghanaian banking industry. The results from the study revealed that, each factor measured had some level of significant effect on consumer intention to adopt and use mobile banking services provided by Access Bank. Additionally, the study unveiled that, perceived credibility and perceived financial cost were the major setback with regards to customers adoption of mobile banking services provided by Access Bank, and as a result of this, Ghanaians have formed a negative behavioural pattern towards mobile banking. In addition, the findings showed that, perceived credibility and perceived financial cost have a stronger effect on consumer intention to adopt and use mobile banking service than perceived usefulness and perceived ease of use. It was, therefore, recommended that banks in Ghana should create more awareness through personal interaction with customers, develop quality initiatives in order to build customer’s confidence. Equally, banks should also review the cost of their mobile banking service.

The purpose of this study was to empirically investigate the market orientation in public institu... more The purpose of this study was to empirically investigate the market orientation in public institutions in Ghana
with specific emphasis on Accra Metropolitan Assembly. A sample size of one hundred (100) employees of
Accra Metropolitan Assembly was selected for the study using the purposive and convenience sampling method.
The data obtained were analyzed using Statistical Package for Social Sciences (SPSS 20.0) software. From the
study, the researcher found out that, the mean score computed for each of the elements showed that customer
orientation received the lower of 2.8 on a five point scale. This shows the level of weakness in the assembly
towards customers. Corporate social responsibility recorded the highest of 3.09 which is probably due to the fact
that as public institution, it has sought the welfare of the people. But even that the figure is still not strong. In
general, market orientation recorded a mean of 2.99 which is not strong. The results therefore suggest that
market orientation practice by AMA is not strong.In view of the above findings, the study recommended that;
Authorities in charge of the assembly need to intensify training of staff on customer orientation. This owing to
the fact the AMA is a key public institution in the country and the biggest among all Metropolitan Assemblies in
the country.

International Journal of Sciences: Basic and Applied Research (IJSBAR)

Journal of Computer and Communications, 2015

The study examined the determinant of mobile banking adoption among bank customers in Ghana, with... more The study examined the determinant of mobile banking adoption among bank customers in Ghana, with specific emphasis on Access Bank. In line with literature, the study applies theoretical frameworks which have been developed from existing literatures on innovation and adoption to collect responses from one hundred and fifty (150) sampled customers of Access Bank in order to investigate the determinants of mobile banking adoption in the Ghanaian banking industry. The results from the study revealed that, each factor measured had some level of significant effect on consumer intention to adopt and use mobile banking services provided by Access Bank. Additionally, the study unveiled that, perceived credibility and perceived financial cost were the major setback with regards to customers adoption of mobile banking services provided by Access Bank, and as a result of this, Ghanaians have formed a negative behavioural pattern towards mobile banking. In addition, the findings showed that, perceived credibility and perceived financial cost have a stronger effect on consumer intention to adopt and use mobile banking service than perceived usefulness and perceived ease of use. It was, therefore, recommended that banks in Ghana should create more awareness through personal interaction with customers, develop quality initiatives in order to build customer’s confidence. Equally, banks should also review the cost of their mobile banking service.

The purpose of this study was to empirically investigate the market orientation in public institu... more The purpose of this study was to empirically investigate the market orientation in public institutions in Ghana
with specific emphasis on Accra Metropolitan Assembly. A sample size of one hundred (100) employees of
Accra Metropolitan Assembly was selected for the study using the purposive and convenience sampling method.
The data obtained were analyzed using Statistical Package for Social Sciences (SPSS 20.0) software. From the
study, the researcher found out that, the mean score computed for each of the elements showed that customer
orientation received the lower of 2.8 on a five point scale. This shows the level of weakness in the assembly
towards customers. Corporate social responsibility recorded the highest of 3.09 which is probably due to the fact
that as public institution, it has sought the welfare of the people. But even that the figure is still not strong. In
general, market orientation recorded a mean of 2.99 which is not strong. The results therefore suggest that
market orientation practice by AMA is not strong.In view of the above findings, the study recommended that;
Authorities in charge of the assembly need to intensify training of staff on customer orientation. This owing to
the fact the AMA is a key public institution in the country and the biggest among all Metropolitan Assemblies in
the country.