Service quality, customer satisfaction, competitive pricing (price satisfaction),customer loyalty, brand image and reputation, customer switching, profitability, market share,SERVPERF, SERVQUAL.
A work of this nature could not have been produced without assistance of some sort. We wishto therefore acknowledge a few people and institutions that helped in the realisation of thisresearch work. First and foremost we extend our gratitude to Prof. Anders Hederstierna for supervising this work. We thank him especially for his critique of our original proposal. Thishelped re-aligned our originally diffused ideas into perspective. The School of Management,Blekinge Institute of Technology, Sweden gave us the opportunity to enrol in this longdistance online MBA programme and we extend a heart of gratitude to the school for theopportunity. The course design and structure facilitated team work and made it possible for we the authors, who have never met physically before, to collaborate and produce this thesis.Daniel would like to thank his wife Sylvia and mother in law Christine Kwawu for their particular interest in this research and also for helping with relevant data collection. Cephaswould also like to thank Wisdom Nyumuyo and Mark Teittey for helping with data collection.Further we wish to acknowledge Mr Edward Lumor, Julius Najah Fobil and Julius Nukpezahfor spotting errors in our original research questionnaire which helped improve it a great deal.We acknowledge also the over 200 respondents of our questionnaire for their time.Additionally, we extend thanks too, to our colleagues Bertha Kyere-Frempong and OlakunleLemboye for critiquing our work. Finally, we wish to state that any shortcoming associatedwith this work remains ours.
Daniel Nukpezah & Cephas Nyumuyo