ghanaopendata/ghanaian-research-english huggingface dataset:
The impact of customer relationship management in the Ghanaian Banking Industry ( comparative analysis of First Allied Savings and Loans Limited and Garden City Savings and Loans Limited)

Customer Relationship Management (CRM) is widely accepted by marketing scholars and practitioners as an integral part of successful marketing today. Marketers are focusing on creating lifelong customers. Consequently, achieving competitive advantage through quality relationship requires an understanding from the customers' perspectives. The essence of the study is to find out the impact of CRM on customer satisfaction, a comparative study of FASL and GCSL in Kumasi. Various literature on the subject were reviewed and fused in the analysis aimed at strengthening or rejecting some of the views put forward by authorities in academia. Among the methodological principles adopted included quota and purposive sample, observations and unstructured interviews and questionnaires. The analysis shows that respondents are unlikely to switch, and even those who are likely to switch will depend solely on management preparedness to meet their needs and expectation^. Whilst seventy-seven (77) of the customers indicated that for now they have no intention to switch to a competitor as in FASL, that of GCSL responses were getting closer to half of the respondents, which is a negative sign in terms of performance, especially in the areas of customer deposit, market share, customer growth, and hence the improvement in the profit margins of the company (GCSL). It was suggested that customers should normally be informed before any changes or innovations are introduced in order to create the needed trust and loyalty of customers. The reason is that most of the respondents indicated that both companies did not often inform them wherever when there are changes in their product(s) /service(s) were being made this study identified as a very vast limitation to both companies. Also there is the need for both companies to adopt IT facilities such as SMS and ATM that will make communication with customers easier.

Source: KNUST
Impact of Customer Relationship Management on Organisational Performance in the Pharmaceutical Industry: A Case Study of Oson’s Chemists Ltd

In the 21st century market oriented companies cannot have success unless attention is paid to its customers. Customers are termed as the pivot on which market oriented companies can achieve success and that any market oriented organisation that down plays the pivotal role of customers would not achieve returns on its investment. The complexity of the era demands market oriented companies not to seek transactional marketing but relational marketing. The study seeks to investigate the marketing methods of Oson’s Chemist Ltd and also to establish the impact of its customer relationship management practices in terms of growth in customer size. The methodology employed includes the use of interviews, and questionnaires. The respondents were pharmacists in both public and private institutions and chemical sellers who are all customers of Oson’s Chemist td. The data obtained from the respondents was statistically analysed and it revealed the customer hidden problems which include the high customer turnover rate and poor service time. The study revealed that customers’ continuous purchase from Oson’s Chemist Ltd was as a result of price reasonability and constant availability of products. The study also offered the opportunity to the respondents to give various suggestions that customers felt were lacking and their expectations of the pharmaceutical companies in the years ahead and Oson’s Chemist Ltd in particular. Customers who visited the shops of Oson’s for their purchases suggested there should be an improvement in the service time at the shop, that is, too much time was wasted hanging around waiting to be served and that caused a lot of inconvenience to them so management of Oson’s should work towards reducing the waiting period. Secondly, customers who are served by Oson’s’ mobile salesmen also suggested that goods delivered by the salesmen to their various shop locations usually came packaged but they wanted the goods crosschecked by both the salesmen and whoever received them on delivery to avoid the shortages which sometimes occurred. It is recommended that management of pharmaceutical companies should train their employees to handle customers professionally and cordially as that promotes customer retention. The pricing policy strategy of organisations is also one of the tools that promote customer relationship management.

Source: KNUST
The impact of customer care on consumer repurchasing behaviour in the telecom industry in Ghana, the mediating role of service quality.

The Ghanaian telecom industry has witnessed progressive growth over very short period of time, with both mobile and fixed lines services encouraging some of the largest world hands to Ghana. However, of great concern are the challenges of low sale volumes attributed to customer care and low level of service quality. Based on this, the study seeks to examine the mediating effect of service quality in the relationship between customer care and consumer repurchasing behaviour in the telecom industry. The social survey design was employed to study 228 customers of the telecom industry selected through a multistage sampling procedure, and the data collected through a structured questionnaire that yielded a total response of 220 and hence a response rate of 96%. A hierarchical regression modeling method was employed for examining the causal relationships between customer care, service quality and consumer repurchasing behaviour. The result showed that the customer care practices of the telecom firms positively influenced the repurchasing behaviour of consumers. The customer care practices of the telecom firms also positively influenced the satisfaction level of the customers. The satisfaction level of the customers of the telecom firms positively influences their repurchasing behaviour. Furthermore, the satisfaction level of the customers fully mediated the relationship between the customer care practices of the telecom firms and the repurchasing behaviour of the customers of the telecom industry. Based on these findings, the study recommends higher level of customer care practices, training of staff on customer complaints, and focus on service quality.

Source: KNUST
The Impact of Customer Relationship Management on Retailing of Pharmaceutical Products: a Case Study of Far East Mercantile Limited

This master thesis, prompted mainly by the much publicized questioning of most Customer Relationship Management (CRM) initiatives, was to gain a better understanding of the impact of CRM on the retailing of pharmaceutical products, Far East Mercantile Limited (F.E.M Ltd.) as a case study. Scholars have questioned the effectiveness of several customer relationship management strategies. Delivering superior customer value has become a matter of ongoing concern in building and sustaining competitive advantage by driving customer-relationship-management (CRM) performance The objective then is to examine the CRM practices, effects and identify strategies on the Pharmaceutical division of F.E.M Ltd. To achieve the purpose of this thesis, a case involving F.E. M. Ltd. was studied. With the methodology, questionnaires and interviews were the main source of data collection. Qualitative and quantitative methods were used in analyzing the data. The population was made up of the whole customers of the Pharmaceutical division. The available sample size was 854. The Statistical Package for Social Scientist (SPSS) software was used in coming out with frequency, percentages, tables and charts for each of the items. The output generated by the software was then printed out and used for further analysis. Findings from the study show that F.E.M Ltd has a good customer relationship with majority of customers but does not put weight on training customers on product knowledge and also majority of the customers were satisfied with the services of the company in terms of efficiency by the staff, but they were also not satisfied with the services of the company in terms of advertisement. Key recommendations were Far East Mercantile Ltd. should engage in advertising its range of haematinics and some analgesics in the print and electronic media, it should also compliment building strong customer relationships with having quality products, since customers keep coming back if they know for certain that their needs are always met and finally it should encourage long-term and lasting relationships with their customers, by providing more incentives such as discounts, credits and continuous supply of pharmaceutical products.

Source: KNUST
Impact of customer relationship management on customer satisfaction in the automobile retail industry - a case study of selected auto firms in Ashanti Region

Competition within the automobile retail industry has grown tremendously over the past two decades. This is as a result of it being one of the most important industries in the world. Automobiles have revolutionized transportation in the 20th century, and brought about changes in the ways people live, travel, and do business. The case study sought to find out how customer relationship management could impact on customer satisfaction using some selected automobile firms in the Ashanti region as a test case. Various literature on the subject was reviewed which was linked to the current research. The major research instruments used were questionnaires and unstructured interviews. Quota and purposive sampling were the major sampling techniques used in the sampling selection. This study shows that firms with greater deployment of CRM applications are in a better position to leverage their stock of accumulated knowledge and experience into customer support processes which will in the end result in higher market share. The study also reveals that CRM applications could help firms manage customer relationships more effectively across the stages of relationship initiation and maintenance. It was observed that although both companies were doing well in their CRM practices, Mechanical Lloyd could not measure up to Toyota Ghana since the responses were in favour of the latter especially in areas such as quality service delivery, CRM practices, managing customer complaints among others. The study recommends that all Information and Communication Technology tools should be provided as to enable staff have a good database to facilitate customer interaction in a bid to ensure customer satisfaction more especially in this age of growing competition in the industry.

Source: KNUST
The impact of customer relationship management on teaching and learning in tertiary institutions - a case study of Kwame Nkrumah University of Science and Technology, Kumasi

The most important resource of any nation it has been established is its human resource .The ability of a country to develop its human capital will go a long way to contribute to its development. It is in recognition of this fact that any innovative strategy that will help to improve the teaching and learning process is important. The prime puipose of this thesis is to bring to light some of the innovative strategies which can help in the improvement of the teaching and learning process in tertiary institutions using the case study of KNUST. In order to reach this purpose, research questions focused on factors that constitute effective teaching and learning, how customer relationship management concepts is being practised at KNUST in the teaching and learning process, how these customer relationship management practices impacts teaching and learning and to recommend critical factors for improving teaching and learning. Based on the research objectives and questions, a literature review was conducted that resulted in a conceptual framework presenting a foundation for the data to be collected for this study. A qualitative and quantitative case study methodology was used, using questionnaires and interviews in KNUST of both lecturers and students who were the real focus of our study. The general result of the study was that teaching and learning in KNUST was generally thought to be very good as the factors that constitute effective teaching and learning was being consistently used. The most frequently used factors were respect for students by lecturers, motivation of students, opportunity to ask questions in class by students, conducive lecture halls and, punctuality of lecturers to class. Further results of the study were that lecturers frequently employed technology in the classroom which helped in class delivery as well as in capturing student data to ensure customization of teaching and learning. In addition it was realised that the application of customer relationship management practices to teaching and learning will increase overall student’s achievement and also motivate students in their learning. It was also established that there was a positive impact on teaching and learning through the application of customer relationship management practices. Finally it was realized that the alignment of theory with practice together with the strengthening of relationship between lecturers and students will improve teaching and learning. Customer relationship management practices has an important role to play in improving teaching and learning.

Source: KNUST
The impact of customer service on customer loyalty and retention in Zenith Bank Ghana Limited

The study sought to examine the importance of excellent customer service in the banking industry using a case study of the Zenith Bank Ghana Limited. The study adopted a descriptive research design with a quantitative research approach. The study population encompassed management, staff and customers of 4 branches of Zenith Bank Ghana Limited. A respondents‘ sample size of 220 made up of 20 bank staff and 200 bank customers were selected from 4 branches in the Ashanti and Greater Accra regions. The study adopted both purposive sampling and simple random methods. Data was collected through questionnaire and interviews. Factor analysis, correlation and regression analysis were used to analyze data. Findings showed that the customers were generally satisfied with the customer service practices of Zenith Bank Ghana Limited. These practices were found to include effective staff, effective customer communication, show of respect, patience in service, competent service from bank staff, provision of fast electronic banking services, faster service through multiple service delivery channels, segmented customer services to promote faster service, good reception from first contact in the banking hall, quick response to customer complaints, great service at the door (usually by security) and good advisory service and effective staff. The study also showed that customer service was important because it determines the kind of feedback customers take outside to the general public. Customer service practices were also found to have significant impact on customer loyalty and retention. Based on the findings, the study recommended that management of the bank conduct a wider survey to spew out practices which receive low customer approvals. The study also recommends further training for staff to increase service delivery effectiveness.

Source: KNUST
The impact of customer service on customer patronage in banking–the mediating effect of ICT adoption

The study sought to assess the mediating effect of ICT adoption on the relationship between customer service and customer patronage in Access bank. The study was limited to the branches of Access bank in the Kumasi Metropolis and customers were the main objects. The study used a hierarchical linear multiple regression to assess the relation among the variables using three hundred and eighty six (386) questionnaires. The study proved the significance of customer services to ICT adoption as well as the significance of ICT adoption to customer patronage. Customers of Access bank were also found to be within a youthful age group which was seen as a positive factor for ICT adoption. The mediation analysis proved that ICT partially mediated the relationship between the dependent and independent variables indicating that there for other variables that mediate the relationship between the two variables. It was therefore recommended that the bank improves more of the content and delivery of their customer services. Also, since ICT adoption in a way accounts for the relationship between customer service and customer patronage, it was necessary for the bank to take of advantage of the youthful age of customers to increase the rate of adoption of ICT. The findings of the study brought a conclusion that, the content and delivery of customer service which include the various ways of handling complaints, education given on products and services among others positively influenced the perception and attitude of customers to ICT adoption in banking. The negative coefficient of the mediating variable as well as the coefficient of the Sobel test further implied that the effectiveness of Customer service on the average slightly affects customer patronage by increasing the level of ICT adoption in banking.

Source: KNUST
Impact of diamond mining on agricultural activities in the West Akim Abuakwa Sub-Region

This study was undertaken to determine the conditions within which both mining operations and agricultural activities within the West Akim Abuakwa Sub-region can co-exist. The main objective of the study was to ascertain the effect diamond mining activities have had on agriculture in the West Akin Abuakwa subregion as a whole. The minor objectives were: i. to review the various agricultural systems practised in the diamond mining areas of the West Akin Abuakwa sub-region; ii. to determine the consequent problems that would face agriculture in those areas after the exhaustion of the diamonds; iii. to make recommendations to solve problems likely to arise. The major findings were as follows: a. Loss of Soil Fertility: The exploitation of the diamonds has led to loss of soil fertility which is made evident by low productivity of the farmers. b. There baa been a scarcity of land for farming. c. The scarcity of farming lands has led, to increased land rent. d. The scarcity of farming lands has also led to the exodus of some farmers to ether neighbouring towns to acquire land for farming. The recommendations that were finally made in the study were that 1. There should be the rationalization of the exploitation of diamonds in the line with laws laid down by mining legislative; 2. Laws should be enacted to compel the mining companies and concession owners to practise afforestation to prevent soil erosion end also to prepare the land for future agricultural use; 3. the Government should set up a plant pool within the district so that farmers can hire those machines to plough those areas that have boon littered with mine pits. The main objective which was set out in this study has boon achieved. This is because, from the study, it has been found through interviews arid other documentary sources that mining activities within the West Akim Abuakwa Sub-region have had both beneficial end adverse effects on agricultural activities in the area. There observations have been proved statistically to be significant at some levels of probability.

Source: KNUST
The impact of decentralized land administration in the Western Region: The case of Tarkwa Municipality

Decentralizing land administration is vital since land is an essential factor of production. The Lands Commission in its quest to become the center of excellence for land services delivery set up a district office in Tarkwa Municipality in 2007 to ensure that land services are accessed at the district level. This has however been subject to criticisms in recent times by some of the staff of the Lands Commission and the general public. The aim of the research was to investigate the extent to which land administration has been decentralized in Tarkwa Municipality while the objectives of the study were to identify the reasons responsible for the establishment of the Tarkwa Municipal Lands Commission Office, to identify the structure and mode of operation of the Tarkwa Municipal Land Commission office, to seek the views of land owners in Tarkwa Municipality on the extent to which they can initiate and complete a service application at the Tarkwa Municipal Lands Commission and to identify the challenges associated with the decentralization of land administration in Tarkwa. The study revealed that the objectives for setting up the Tarkwa Municipal Lands Commission was among other things to bring land administration closer to the doorstep of the people within the municipality and increase revenue mobilization. It also revealed that the people within Tarkwa Municipality were unable to initiate a service application at Tarkwa Lands Commission, specifically P.V.L.M.D due to the absence of a Client Service Access Unit (CSAU) to serve as an interface between the Staff of the Lands Commission and the general public in Tarkwa. It also revealed that the Division had been recording decreasing revenues in terms of ground rent from 2011 to 2016. In conclusion, decentralized land administration in the Tarkwa Municipality needs to be revised with regards to the provision of logistics and statutory powers to operate as this has the potential of increasing the revenue base of the Lands Commission and truly bringing land administration closer to the doorstep of those within Tarkwa Municipality

Source: KNUST
Impact of different levels of nitrogen fertilizer on the population dynamics and within plant distribution of Podagrica species and yield of okra

In West Africa, okra cultivation is bedeviled with insect pests’ infestation, especially flea beetles, Podagrica spp. Several studies on population of these pests have been reported but very little literature is available on their seasonal variation and distribution within the okra plant. This research was undertaken with the objective to investigate the population dynamics and within plant distribution of Podagrica spp. on okra as influenced by different levels of N-fertilizer. This research was conducted in the major (April-June) and the minor seasons (July-October) in 2011 at the Plantation Section of the Department of Crop and Soil Sciences of the Kwame Nkrumah University of Science and Technology, Kumasi, Ghana. Okra (Asontem variety) was used; three levels of NPK fertilizer (40-30-30, 50-30-30, 60-30-30) kgha¬-1 and a control (no fertilizer) were imposed as soil amendment in Randomised Complete Block Design with four replications. Plots with the highest dose of N recorded significantly (P<0.05) higher number of Podagrica spp. and higher yield in both seasons despite the increased Podagrica spp. numbers. Plots that received highest dose of N also recorded significantly (P<0.05) number of fruits. Again, significantly (P<0.05) more Podagrica spp. aggregated in the upper canopy than the lower canopy in both seasons. Significantly higher number of Podagrica spp. was collected in the major season than in the minor season. The per cent number of holes in the leaves was significantly (P<0.05) higher in plots that received higher N doses where significantly more Podagrica spp. aggregated. The findings of this study could serve as a guide to design sampling protocol for Podagrica spp. on okra.

Source: KNUST