Factors Affecting Customer Satisfaction in the Hospitality Industry: The Case Study of the Tamale Metropolis (Published)
The study investigated factors affecting customer satisfaction in the hospitality industry in Tamale by assessing the extent to which staff’s personal adaptation to customers’ expectation, friendliness, physical environment and employee’s emotional stability influence customer satisfaction. The study employed a cross-sectional survey and adopted a quantitative approach. A purposive sampling method was used in selecting five (5) hotels rated between 1 to 3-star in Tamale. Convenience sampling technique was used to sample 200 respondents. The results revealed adaptation to customers’ need, friendliness, the ambience of the hotels and staff’s emotional stability significant to customer satisfaction. The study found a notable correlation between customer satisfaction and the quality of service. Direct personnel services, room quality was also found as key determinates influencing customer satisfaction in the hotels than the outside environment. The research therefore, recommends hotel management to review and evaluate their customer database to include guest personality traits.
The Impact of Covid-19 Induced Capital Flight on the Bond and Foreign Exchange Markets In Ghana (Published)
This paper provides evidence on the adverse effects of Covid-19 induced capital flight on the bond and foreign exchange markets in Ghana. Based on trend analysis, the study found significant portfolio reversals after the country recorded its first case of Covid-19 on March 12, 2020. This excessive capital flight had a far-reaching adverse impact on nominal exchange rate. Precisely, the Ghanaian Cedi shed earlier gains recorded in the first half of the year against the US Dollar. The prime contribution of this study is that it provides insight into the impact of the Covid-19 pandemic on the bond and foreign exchange markets in Ghana. To the best of our knowledge, this study is novel in the sense that no prior study has examined the response of the domestic bond market and nominal exchange rate to unanticipated global shocks in Ghana. The findings imply that, over-reliance on foreign portfolio inflows renders the bond and foreign exchange market vulnerable to unanticipated external shocks. Thus, the Covid-19 pandemic is a wake-up call for operationalization of policies to strategically develop the domestic bond market in order to build a wider domestic investor base to cushion the Ghanaian economy from such shocks.
Perceptions, Challenges and Coping Strategies of Women in Political Leadership Positions (Published)
This study examined the experiences of females in political leadership positions in the Sunyani West District. Qualitative approach was adopted with a case study design to explore the experiences of the women leaders. Purposive and snowball sampling techniques were used to select 14 participants comprising eight (8) political party executives, four (4) Assembly women and two (2) women who were parliamentary candidates. The data were collected using interview and analysed through thematic procedure. The findings indicated that females in political leadership positions perceive leadership in three different ways as task-oriented, goal-oriented and people-oriented. Whatever way they perceived political leadership; they faced several challenges related to their personal lives, family and community. However, the main challenge facing females in political leadership positions in Sunyani West District is misconceptions about their capabilities as females. Females in political leadership positions cope with their challenges through self-motivation, creation of cordial relationship with male chauvinists and concentration on their potentials. The study recommended that female political leaders should focus on their output and achievements to show their capabilities in contributing meaningfully to society. There is an urgent need for opinion leaders such as chiefs, queen mothers, district chief executives and the public in general to discourage the unfair, unjust and unequal treatment sometimes meted out to women who occupy political leadership positions.
The Role of Micro Insurance on Poverty Reduction: A Study of Insurance Companies in Ghana (Published)
Purpose- The purpose of this paper to investigate, explore and assess the role of Micro-insurance in poverty reduction Design/ methodology/approach- This paper is a qualitative analysis based on three case studies. Non-probability sampling techniques are used for choosing the unit of analysis which resulted in 4 firms (4 managers). Also, data were collected via a questionnaire and an in-depth interview. Findings- The study identified that Micro-insurance provides financial support to the poor in the event of a disaster, social protection against disasters and shocks, savings, employment, and as well as enhances asset accumulation among clients. The study found that the lack of innovative micro-insurance product, inadequate distribution channels, the lack of supportive micro-insurance legal framework, uncompetitive pricing of micro-insurance products, low government support in micro-insurance programs, low-income levels of respondents, the religious or cultural factors influence the demand of insurance products and low public trust are the factors that affect the demand of micro-insurance products. Also, the study found that the development of innovative products, establishing processes that build trust in clients, instituting efficient service delivery channels, documentation should be simplified and the government should support micro-insurance products are the ways to increase patronage of micro-insurance products.Research limitations- the sample size is still limited and in the future, a quantitative analysis should be used. The study is limited in terms of geographical area. The findings of the study are more likely to hold for another Sub-Saharan context. However, the applicability of these findings to other contexts needs further investigation. Originality/value- while interest in micro-insurance is increasing in emerging markets, there is little known and written on micro-insurance. Therefore, the role of micro-insurance has not been explored so far.
Factors Militating Against the Production of Local Rice in Ghana: The Mediating Role of Open Innovation (Published)
The study reports the factors militating against the production of local rice in Ghana with a mediating effect of open innovation to boost rice production. This study employs a cross-sectional survey to gather the views of 250 rice farmers. A self-administered survey questionnaire was used to collect the data. The data was analyzed using AMOS 20.0 software package. Findings from the study indicate that land tenure system, inadequate infrastructure and water control system are the factors militating against the production of local rice in Ghana. Moreover, the study found a negative relationship between land tenure system and output of rice. However, the study shows that there is a direct and positive relationship between open innovation and output of rice production in Ghana. The study, therefore, recommends that, infrastructure is provided in the rice producing areas to enhance rice production by investing in the area of road networks, rice-milling equipment such as pre-cleaners, destoners that separate stones and heavy impurities from grains, hullers, polishers, paddy separators, aspirators and graders to ensure post-harvest product quality.
Managing Students’ Aggressive Behaviour in Physical Education Practical Lessons; The Teacher’s Role (Published)
The study examined the managerial approaches towards the aggressive behaviour exhibited by the Basic School Pupils in the Offinso South municipality of Ghana. The stratified and purposive sampling techniques were used to sampled (21) Teachers, and thirty two (32) pupils over a period of four weeks from four (4) Primary Schools. Anecdotal Record technique and questionnaires were the instruments used to gather data on the various respondents. The research revealed that there were some Aggressive Behaviours keep increasing in the physical education practical lessons. Evidence from the data suggested that a total of seven (7) aggressive behaviours were exhibited by pupils. Behaviours such as kicking, biting, verbal attacks, and Noise making were recorded as the most frequently occurring aggressive behaviours. Punishments and redirection of children’s attention were the most approaches used by teachers. It is recommended that teachers should enforce the Ghana Education Service code of discipline for Primary Schools but in some situations, they have to be allowed to use their own discretions to decide the type of punishments to be meted out to pupils.
Achieving Food Security through Efficient Warehousing: Case Study of Infrastructure for Poverty Eradication Programme (IPEP), Ghana (Published)
Research acknowledges that more than 50% of food crops produced in Ghana do not reach the final consumer due to Post-Harvest Losses. Particular attention was then needed for integrated food production and efficient warehousing to achieving food security – during and after bumper harvests. However, warehousing as a means to ensuring food security has received little attention in contemporal studies serving as a gap in literature. The paper addresses this by highlighting Ghana IPEP initiative to suggest ideal cultural practices to aid efficient running of IPEP warehouses to achieving food security in Ghana. This research took a form of a thorough review on several literatures relevant to this discourse. The paper finally proposes introduction of ‘unique identification system as well as double supervision’ as part of key practices to achieving efficiency in IPEP warehouses. There is therefore a need for an experimental study to attest the influence of the said practices on achieving warehouse operational efficiency- within and /or without the IPEP.
International Financial Reporting Standard (IFRS) Adoption and Revenue Generation: A Descriptive Study of Nigeria and Ghana (Published)
Years after the inception of International Financial Reporting Standards (IFRS), most countries of the world now permit its utilization in their countries including West Africa countries such as Nigeria and Ghana. However, some countries of the world still have not subscribed to the IFRS situation. It is thus necessary to examine the situation of things with the countries that have adopted to know if the adoption has contributed to their growth favourably or adversely. This study adopted expost facto research design to examine how IFRS has influence Revenue base of the selected countries (Nigeria and Ghana). The study concludes that it is in the best interest of developing countries to adopt IFRS. The IFRS ship is already making its way around the world as a single set of high quality global accounting standards and also facilitating revenue flow into the country. Therefore, the earlier other countries come on board, the better for them.
Participation in decision-making is the root of democratization, as democratization is widely believed to be rooted in decentralization. As such, citizens’ participation in the decentralization process will bring governance closer to the people. The focus of the study was to explore the views and understandings of citizens about Ghana’s decentralization process. The researcher used the case study design for the study. Both questionnaire and interview protocol were used for data gathering. One hundred and six people in the area were conveniently sampled to become respondents in the study. For the method of data analysis, the researcher used tables and percentages. The study found out that nearly 25% of the citizens have no or very little understanding of the decentralization process. Even though majority of the citizens took part in local elections, the citizens were not part of the decision making process, planning of developmental projects and paying taxes/levies to the district assembly. The non-performance of Unit Committee Members were found to be the cause of citizens’ non-participation in the decentralization programme even though there were other factors that generally affected the programme in the North Tongu District. The study recommended that the need for some more education in the Decentralization Process for all citizens.
Incidence of Occupational Health Hazards and Safety Culture at Tema Oil Refinery (Tor) In Ghana: Exploring the Symbiotic Relationship (Published)
This study examined a symbiotic relationship between Occupational health hazards and safety culture at Tema oil refinery in Ghana. The study employed both exploratory and descriptive research designs. Convenient sampling technique and structured questionnaires were deployed to elicit information from 186 participants. The data were analysed using Statistical Package for Social Sciences (SPSS). The study discovered that employees are continuously been exposed to chemical substances – the incessant exposure to hazardous chemical poses health complications like respiratory diseases, reproductive disorders, cardiovascular diseases, renal diseases and others. Furthermore the study revealed that protective wears and equipment are inadequate resulting in the inhalation of hazardous chemicals and sometimes spill over their skin. Moreover, the study found that there are lapses and weak ergonomic arrangements in the Tema Oil Refinery (TOR). The study found that job description at TOR is very challenging, tedious and time consuming. In addition the study revealed that although TOR offers pre-employment training before employees are employed, the company lacks continuous policy on training where employees are periodically trained to equip them on health and safety practices. Surprisingly, TOR is less proactive about the health of employees because they lack policies that ensure occasional check-ups for health issues. In conclusion, the causes of accidents were identified as poor working conditions, human errors and the lack of protective clothing. The study recommends that there is the urgent need to integrate policies and models to effectively manage safety culture at TOR. Furthermore, the study recommends that integrated model is required to comprehensively explain the safety culture at TOR since implementation of occupational health and safety management system (OHS-MS) has been proven inadequate.
Purpose – The study examines the bank selection criteria employed by Ghanaian university students. Design/methodology/approach – We used convenience sampling to select 997 students aged between 15-30 years from Kwame Nkrumah University of Science and Technology. Exploratory factor analysis was first conducted to determine the constructs that measure students’ selection of bank criteria. Using binary logistic regression, the extracted constructs were used as independent variable on the bank patronized. The effects of student demographics on the bank selection criteria was also determined using a multiple linear regression. Findings – The study extracted six constructs that measured bank selection criteria by university students. These were operational competence, external influence, physical evidence, e-banking facilities, convenience and cost of operating bank account. Out these, e-banking facility, convenience and cost of operating bank account, were statistically significant at determining the selection of bank. The department students belonged to (social science or pure science) affected the level of weight placed on cost of operation. Age of respondents and department affected the premium placed on e-banking. Finally, employment status and department affected the level of importance student attached to convenience as a selection criterion. Gender of students had no statistical effect on any of the bank selection criteria. Originality/value – The reviewed literature showed that, researchers either explored in isolation, bank characteristics influencing bank selection by clients, or client demographic and preference for bank and its characteristics. This study sought to feel this gap by combining the two, to provide a more robust model in explaining students’ selection of bank.
This study was aimed to assess service quality of logistics service providers (courier services) in the Kumasi metropolis of Ghana. The study was a cross sectional descriptive survey. The target population of the study was customers of the selected courier services providers. The study deployed stratified sampling technique and 120 sample size. The SERVQUAL Model was the underpinning philosophy adopted for the study. Structured questionnaire were used. Data were gathered through primary and secondary sources. The primary data were analyzed using Predictive Analytical Software (PASW) for windows. Secondary data were obtained from data bases including Pro-Quest, EBSCO, Open Access Directorate, Google Scholar, Cross- Ref and Index Copernicus. The results were presented using unweighted means, Chi-square Tests and frequencies. The study revealed that overall customers were satisfied with all the five service quality dimensions. Specifically respondents rated their satisfaction as follows: Assurance Empathy, Tangibility, Responsiveness and Reliability The study further revealed there is a significant association between customer’s location and satisfaction. Also, the study found that there is an association between customers preferred brand and satisfaction. Finally, there is significant association between customers perceived service safety and satisfaction. The study concluded that logistics service providers should aim at delighting their customers to ensure customer loyalty in order to prevent any switch in the future.
Empirical Analyses on Tutors and Mentees Perception of the Effectiveness of Out-Segment Supervision of Colleges of Education in the Ashanti Region, Ghana (Published)
This study explored the effectiveness of Out-segment supervision of the In-In-Out programme in Colleges of Education in the Ashanti Region of Ghana. It was a descriptive survey that used 207 link tutors and 334 mentees with a semi-structured questionnaire as primary data collection instrument. Data were analysed using Kruskal Wallis ANOVA and One-sample t-test. The study revealed that the Out-segment supervision was being carried out effectively despite some challenges that needed to be addressed. Specifically, some of the findings are that generally, most of the activities under the pre-observation conference were rated unsatisfactory by both respondents. However, for the observation activities, the findings revealed that mentees and link tutors in St Louis, Offinso and Akrokerri confirmed that they were effectively conducted in their schools. It was recommended that areas where the evaluation indicated unsatisfactory performance, management of those colleges should do well to address those challenges.
Music has played a very significant role in educating Ghanaian primary school children. From the colonial era till 1959, there were no curriculum document that guided teaching and learning of the art. What to teach and what to learn were left largely to the initiative and enthusiasm of individual teachers. The first ever syllabus for teaching the subject was published in 1959 by the Ghana Ministry of Education. Since then the music curriculum has gone through series of reviews and reforms, the last being the publication and implementation of the Creative Arts curriculum for primary schools in 2007. The aim of this paper is to present a brief chronology of fifty nine (59) years of implementation of formal music education in Ghanaian primary schools from 1959 to 2018.
The study examined academic motivation and academic performance of Junior High School (JHS) students in Ghana. Differences between the academic motivation of male and female students as well as between students from urban and rural schools were examined. Participants were 756 male and 714 female JHS 2 students randomly selected from 24 Junior High Schools through stratified random sampling using gender and location as criteria for stratification. Two research instruments, the Academic Motivation Scale (AMS) with a Cronbach Alpha Reliability Coefficient of 0.75 and Achievement Tests in Mathematics, English Language, Social Studies and Integrated Science were used to collect data. Pearson Product Moment Correlation Coefficient and t-tests were used in analyzing the data. The results showed a positive relationship between academic motivation and academic performance of JHS students. While the results showed a statistically significant difference between the academic motivation of students in schools in urban and rural areas, there was difference between the academic motivation of male and female students. It was recommended that teachers, parents and all those concerned with the education of children should put in place psychological processes that are intended to boost the ego of students thereby making them have an inner feeling of satisfaction when they accomplish academic tasks.
Performing Arts pedagogy courses have not been the choice of pre-service generalist teachers in Wesley College of Education in the city of Kumasi, Ghana between 2010/2011 and 2016/2017 academic years. At the beginning of the 2017/2018 academic year, six students selected the course as their elective for study. This study explores the motivation behind these pre-service teachers selecting the Performing Arts pedagogy courses for study. Prior engagement in the performing arts, expectation of ability to teach, and achieving good examination results emerged as the main themes from the analysis of qualitative semi-structured interview data. Findings suggest that there is a relationship between prior experiences in the performing arts and motivation to continue engagements in the arts. Further research with pre-service teachers to identify their needs, interests, abilities and background experiences in the performing arts will help teacher educators to train students to be effective practitioners in their future classrooms.
The Role of Art in Customary Marriage Ceremonies: The Case of Krobos of Somanya, Ghana (Published)
Customary Marriage ceremonies among the Krobos of Somanya in the Eastern Region of Ghana involve a lot of display of both visual and performing art forms. The purpose of this study was, therefore, to investigate the role of arts in the marriage ceremonies of the Krobos of Somanya by identifying the art forms and symbols exhibited at such marriage ceremonies, and then evaluating the significance of each art form or symbol in the entire ceremony. Qualitative research method with Semi structured interviews and Focus Group Discussions were used to gather information that addresses the research objectives and questions. The sampling frame for the study included traditional elders within the Somanya community, chiefs, queen mothers, and family heads. The purposive sampling was used to select two (2) traditional leaders, as well as five (5) other persons who are well informed of the traditions and customs of Somanya to serve as respondents for the study. The data gathered were subsequently analyzed using the qualitative technique. From the results of the study, the major findings was that music, drama and appellations were highly used by marriage couples throughout the marriage rites. It was also found that beads play a very important role in the marriage ceremonies, with each bead colour having a particular meaning and significance to the marriage process. It could be concluded that each art form observed at the ceremony has a meaning and significance have endeared most people to the traditional form of marriage in spite of the prevalence of the Ordinance (wedding) type of marriage in other areas. Finally, efforts should be made to establish a gallery as well as a website where the various art forms used in such marriage ceremonies, their meanings and significance can be captured on audio and video for display, preservation, and for sale.
Culture of Vote Buying and Its Implications: Range Of Incentives and Conditions Politicians Offer to Electorates (Published)
Each election year and in almost every local and institutional elections the issue of vote buying surfaces. Vote buying has almost become part of every election in Ghana. While the menace is on the increase, it is unclear whether votes bought translate into votes for the buyer or the buying party. This work sought to investigate the range of incentives and conditions politicians give to electorates. Sequential mixed-method design was employed for the study. Data from questionnaire was triangulated with interviews. The target population for this study consists of the entire group of potential voters in Shama District in the Western Region who were 18 years and above. Five (5) communities or electoral areas in the district were selected for the study. These communities were Atwereboanda, Komfueku, Beposo, Nyankrom and Shama. A sample size of three hundred (300) was chosen for the quantitative (questionnaires administered) aspect of the research while twenty of them were purposively selected for the qualitative (interviews conducted) aspect of the study. Two party activists were also interviewed to support the data. Non-probability (convenience, proportional and purposive) sampling techniques were employed to select the district, communities and respondents for the study. The study revealed among other things that: (a) Items that are used to buy votes include silver pans (basins), cloths, gas cylinders, laptops, money, outboard motors, wellington boots and party branded items; and (b) During vote buying, conditions are not actually attached to the incentives except where there are doubts that one wants to take the incentive without reciprocating with his/her vote. Enforcing laws on vote buying by all stakeholders including the police, the judiciary, the Electoral Commission of Ghana (EC) and resolving to fight corruption among leaders who also use all means to make money to engage in vote buying would go a long way to solve the menace
Corporate Farud: Causes, Effects and Deterence on Financial Institutions in Ghana (Review Completed - Accepted)
The purpose of the study is to find out the causes, effects and deterrence and prevention of corporate fraud in financial institution of Ghana. In particular, we examine the effects of fraud on firm’s financial performance. A cross sectional model was used to find the effects of financial institutions fraud on financial performance. It was revealed that, fraud has a significant negative effects on financial performance i.e. Return on Assets of financial institutions in Ghana. However, structured questionnaires was also used to find out the perception of Accountants, Auditors and management on the main causes of banking fraud and deterrence and prevention methods in curbing the menace. It was revealed that weaker internal control, inadequate training and fraud policies, failed Documents and proper Remuneration are the strong arsenal that causes fraud in financial institutions of Ghana. Moreover, organizational use of password protection, Good Remuneration, Employees background Checks, adequate fraud training were perceived as the most deterrence and prevention method in fighting fraud in financial institutions. Our results have practical implication for management, accountants, Auditors and all stakeholders in financial institutions on the effects of fraud on firms financial performance and in mounting fool proof methods in curbing this canker and reducing it to bearest minimum. The study contributes deterrence and prevention methods aim at improving it effectiveness in reducing fraud in Ghana and West Africa.
The Microfinance Industry (MFI) emerging from the banking industry, lead time management is very important since the sector is highly dependent on very recent technology and customer service efficiency ethics which is capable of drastically reducing lead times. Customers are also highly informed and their demands and expectations are high. Customers want instant solutions when it comes to their financial or banking services. It is therefore important for microfinance companies to effectively manage their lead times to achieve higher levels of customer satisfaction. This study adopts the methodology of a hybrid approach consisting of qualitative and quantitative approaches in examining the impact of lead time on customer satisfaction in the microfinance industry, a sub sector of SMEs in Ghana. Sample size of 150 staff and customers mostly petty traders was considered from five selected branches of Talent Microfinance Company limited. In selecting the sample size of the petty traders for the survey, the Slovin’s sampling method was used. The study findings revealed that that minimizing waiting time in a bid to enhance customer satisfaction level can typically improve the competitiveness of microfinance services in Ghana as these are deemed the basic requirements for social development as well as for human civilization. Furthermore, establishing a scientific, workable and efficient banking system improves efficiency and enhances the competitiveness for banks to be an important society role. This is a requirement for banking industries own development, and a new inevitable challenge for modern Ghanaian financial institutions to increase the banking management development. The study recommends among several others that there is the need for improvement in academia or higher learning in Ghanaian microfinance institutions to link with other financial institutions in Ghana and identify gaps in the knowledge, values, skills and attitudes of their graduates most especially in TMCL.