Open AccessAssessing the effect of Waiting Time Management Strategies on Waiting Time Satisfaction among Bank Customers in Ghana
Author(s) -
Joseph Mbawuni,
Nimako Gyasi Simon
Publication year - 2017
Publication title -
accounting and finance research
Language(s) - English
Resource type - Journals
eISSN - 1927-5994
pISSN - 1927-5986
DOI - 10.5430/afr.v7n1p179
Subject(s) - context (archaeology) , customer satisfaction , marketing , structural equation modeling , business , service quality , quality (philosophy) , compensation (psychology) , retail banking , financial services , banking industry , service (business) , conceptual model , economics , finance , computer science , psychology , paleontology , philosophy , epistemology , database , machine learning , psychoanalysis , biology
This paper empirically assesses the effect of waiting time management strategies on consumer waiting time satisfaction (WTS) in bank institutions in an emerging economy, using Ghana banking industry as the research context. Drawing from relevant banking and financial marketing literature, a conceptual framework was developed and tested using empirical data from a cross-sectional survey of 480 sampled customers of commercial banks in Ghana. Data were analysed using partial least squares structural equation modelling (PLS-SEM). The findings indicate that, with the exception of apology for delays, the key factors that influence consumer WTS are perceived compensation, waiting environment, quality of delay information and customer mind-engagement strategies. The findings offer important theoretical and managerial implications to scholars and practitioners in the banking service context. This paper provides an initial study into waiting time management in financial services context in Sub-Saharan Africa.