Otu William, Emma Eyison Appiah, Emmanuel Addo Botchway.


The study is to determine customers’ expectations and perception of quality of service
delivery of Ghana Commercial Banks Limited. The study also aims at determining the
gap between customers’ expectation and perception of service quality delivery
(customer satisfaction /dissatisfaction) of the banks. To achieve the main aim of the
study, the following specific objectives have been set out; determine customers’
expectations of the quality of service delivery of GCB, measure customers’ perception
of the quality of service delivery of GCB, determine the gap (customer satisfaction or
dissatisfaction) between customers’ perception and expectation of service quality
delivery of the bank.


Customer, Expectation, Perception of service, Quality delivery

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