A multi-country study of bank reputation among customers in Africa: Key antecedents and consequences
This paper studies the antecedents related to service quality and the consequences of bank reputation among bank customers in three prominent markets in Africa, the continent on which one of the banking industries with the highest potential in the world is located. The research hypotheses were teste...
| Main Authors: | , , , , , |
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| Format: | Article |
| Language: | English |
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Elsevier
2020
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| Online Access: | http://psasir.upm.edu.my/id/eprint/87611/ http://psasir.upm.edu.my/id/eprint/87611/1/ABSTRACT.pdf |
| _version_ | 1848860469234761728 |
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| author | Osakwe, Christian Nedu Ruiz, Belén Amegbe, Hayford Chinje, Nathalie B. Cheah, Jun Hwa T., Ramayah |
| author_facet | Osakwe, Christian Nedu Ruiz, Belén Amegbe, Hayford Chinje, Nathalie B. Cheah, Jun Hwa T., Ramayah |
| author_sort | Osakwe, Christian Nedu |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | This paper studies the antecedents related to service quality and the consequences of bank reputation among bank customers in three prominent markets in Africa, the continent on which one of the banking industries with the highest potential in the world is located. The research hypotheses were tested through the use of partial least squares modelling and by employing data collected from almost 1000 retail-banking customers from Ghana (n = 349), Kenya (n = 337), and South Africa (n = 300). An analysis of these data indicates that service quality dimensions, namely service offering appeal and customer care, meaningfully contribute to the strong perceptions customers have of their banks as regards reputation. The positive role of bank reputation in the development of trust and customer loyalty is also validated in this study. Furthermore, the multi-group analysis shows differences among countries in the case of all the relationships analysed, with the exception of the weight of customer care on bank reputation. Finally, the conclusion is reached that bank managers should focus their reputational strategies on improving the competitiveness of their bank products and should consider subtle institutional differences outside the bank's home-country in order to succeed in their internationalization strategies on the continent. |
| first_indexed | 2025-11-15T12:45:44Z |
| format | Article |
| id | upm-87611 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T12:45:44Z |
| publishDate | 2020 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-876112022-07-06T08:07:57Z http://psasir.upm.edu.my/id/eprint/87611/ A multi-country study of bank reputation among customers in Africa: Key antecedents and consequences Osakwe, Christian Nedu Ruiz, Belén Amegbe, Hayford Chinje, Nathalie B. Cheah, Jun Hwa T., Ramayah This paper studies the antecedents related to service quality and the consequences of bank reputation among bank customers in three prominent markets in Africa, the continent on which one of the banking industries with the highest potential in the world is located. The research hypotheses were tested through the use of partial least squares modelling and by employing data collected from almost 1000 retail-banking customers from Ghana (n = 349), Kenya (n = 337), and South Africa (n = 300). An analysis of these data indicates that service quality dimensions, namely service offering appeal and customer care, meaningfully contribute to the strong perceptions customers have of their banks as regards reputation. The positive role of bank reputation in the development of trust and customer loyalty is also validated in this study. Furthermore, the multi-group analysis shows differences among countries in the case of all the relationships analysed, with the exception of the weight of customer care on bank reputation. Finally, the conclusion is reached that bank managers should focus their reputational strategies on improving the competitiveness of their bank products and should consider subtle institutional differences outside the bank's home-country in order to succeed in their internationalization strategies on the continent. Elsevier 2020 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/87611/1/ABSTRACT.pdf Osakwe, Christian Nedu and Ruiz, Belén and Amegbe, Hayford and Chinje, Nathalie B. and Cheah, Jun Hwa and T., Ramayah (2020) A multi-country study of bank reputation among customers in Africa: Key antecedents and consequences. Journal of Retailing and Consumer Services, 56. art. no. 102182. pp. 1-11. ISSN 0969-6989 https://www.sciencedirect.com/science/article/pii/S0969698919305508 10.1016/j.jretconser.2020.102182 |
| spellingShingle | Osakwe, Christian Nedu Ruiz, Belén Amegbe, Hayford Chinje, Nathalie B. Cheah, Jun Hwa T., Ramayah A multi-country study of bank reputation among customers in Africa: Key antecedents and consequences |
| title | A multi-country study of bank reputation among customers in Africa: Key antecedents and consequences |
| title_full | A multi-country study of bank reputation among customers in Africa: Key antecedents and consequences |
| title_fullStr | A multi-country study of bank reputation among customers in Africa: Key antecedents and consequences |
| title_full_unstemmed | A multi-country study of bank reputation among customers in Africa: Key antecedents and consequences |
| title_short | A multi-country study of bank reputation among customers in Africa: Key antecedents and consequences |
| title_sort | multi-country study of bank reputation among customers in africa: key antecedents and consequences |
| url | http://psasir.upm.edu.my/id/eprint/87611/ http://psasir.upm.edu.my/id/eprint/87611/ http://psasir.upm.edu.my/id/eprint/87611/ http://psasir.upm.edu.my/id/eprint/87611/1/ABSTRACT.pdf |