Simon Gyasi Nimako

Bio: Simon Gyasi Nimako is an academic researcher from University of Education, Winneba. The author has contributed to research in topics: Customer satisfaction & Service quality. The author has an hindex of 15, co-authored 42 publications receiving 543 citations. Previous affiliations of Simon Gyasi Nimako include Accra Institute of Technology.

Linking Quality, Satisfaction and Behaviour Intentions in Ghana’s Mobile Telecommunication Industry

Abstract: This paper empirically examines the extent to which service quality affects customer satisfaction and behaviour intention in mobile telecommunication industry. The study involved a cross-sectional survey of 1000 respondents using structured questionnaire personally administered. A usable 937 questionnaire were retrieved and analysed using Structural Equation Modelling (SEM) method. The findings indicate that Tangibles, Customer Relations, Real Network Quality and Image quality aspects of service quality positively affect customer satisfaction, which in turn affects behaviour intention in Ghana’s mobile telecom industry. Theoretically, it found a strong relationship between service quality, satisfaction and behaviour intention and that service quality and satisfaction may be viewed as two separate constructs. Managers could influence behaviour intentions and satisfaction through the four critical aspects of SQ unique to the mobile telephony industry. The paper contributes to the body of knowledge in the area service quality and customer satisfaction, and provides important theoretical and managerial implications. Keywords: customer satisfaction, behaviour intention, customer relations, image, real network quality, service quality dimensions, switching intention, tangibles

Construct Specification and Misspecification within the Application of Push-Pull-Mooring Theory of Switching Behaviour

Abstract: This paper principally addresses the issue of construct specification and misspecification within the context of the application of Push-Pull-Mooring (PPM) theory of consumer switching behaviour (CSB), and what implications it has for practicing marketing researchers. Despite the prospects of the PPM framework as a dominant paradigm for current and future research, there is evidence of divergent specification of constructs for the PPM framework in empirical studies. This study addresses this problem by applying empirical guidelines to determine the correct specification for the PPM framework, and uses an empirical illustration to demonstrate the potential consequence of misspecifying the PPM constructs in business. The findings indicate that about 67% level of construct misspecification exist in available research applying the PPM model in CSB literature. Pull, Push, and Mooring effects are identified as multi-dimensional construct that should follow a first-order reflective, second-order formative specification in the application of the full model. The findings also indicate that misspecification has potentially negative consequence on the validity, content and parsimony of measurement models in the PPM framework. Recommendations for practicing researchers are discussed. The paper furthers our understanding of construct specification and misspecification in theory development in business research.

Customer Satisfaction With Internet Banking Service Quality In The Ghanaian Banking Industry

Abstract: This paper empirically examines Customer Satisfaction (CS) with internet banking service quality (IBSQ) in the Ghanaian banking industry. The study was a cross-sectional survey that employed the use self-administered questionnaire to collect primary data from a sample of 200 respondents of two banks through personal contact. The findings are that customers of Merchant Bank, Ghana (MBG) are more satisfied with the IBSQ than those of Ghana Commercial Bank (GCB). Moreover, income influenced the satisfaction of customers for IBSQ generally. It was found that, generally, customers of the two banks are dissatisfied with the promptness of reception of responses to customer request, the ability to be guided online to res olve problems, offering of preferentially lower fees/ rates and charges, and reasonability of the transaction fee for online banking transactions, but are less satisfied with the quickness of web pages loading when using online banking transactions. Theoretical and managerial implications of the findings have been discussed, and limitations are noted. The paper contributes to the literature in area of customer satisfaction in electronic banking.

Relative Importance of Student Accommodation Quality in Higher Education

Abstract: This study, which was part of a large study, empirically examinesthe importance students attach to different dimensions of Student Accommodation Quality (SAQ) delivered by Student Accommodation Providers (SAP) in two tertiary (higher education) institutions in Ghana. The study involved a cross-sectional survey that used a structured questionnaire administered to 700 tertiary students in residential and non-residential accommodation. The survey yielded a usable 66.6% response rate for analysis. The findings indicate that utility facility quality is the most important SAQ dimension to the students, followed by the overall impression of hostel, security, physical environment, toilet, distance to lecture, bedroom, bath room, accommodation fee, among others. Moreover, it was found that kitchen facility, access to transport and entertainment facility are less important SAQ items while the least important is garage facility. Few differences were found in the priority for SAQ items between COLTEK and K-Poly respondents and between residential and non-residential respondents. Implications for theory and recommendations to management of the two higher education institutions and SAP have been discussed. The study contributes to the body of knowledge in student affairs and managing student accommodation quality in higher education.

Overall customer satisfaction in Ghana’s mobile telecommunication networks: implications for management and policy

Abstract: This paper, which was a part of a larger study, seeks to empirically assess and analyse overall customer satisfaction (CS) with service quality delivered by mobile telecommunication networks (MTNs) in Ghana. It involves a cross-sectional survey that used a structured questionnaire personally administered to one thousand (1000) individual subscribers selected from four mobile telecom networks in 2008. The findings indicate that irrespective of mobile telecom network in Ghana, CS is low; neither equal to nor better than desire and expectation of the customers. The National Communication Authority (NCA), the regulator and policy makers are empirically informed of the general customer dissatisfaction with mobile telecom service in Ghana and should ensure that MTNs in Ghana improve upon their service quality. Overall CS ratings among customers of MTNs in Ghana significantly differ and that relatively, customers of Companies B, C, and D rated their satisfaction with service quality higher than those of Company A. The management of Company A would need to develop strategies toward to deal with their customer dissatisfaction. Further research should evaluate customer satisfaction with specific services across MTNs in Ghana. The paper contributes to the body of knowledge in the area CS in the Ghana’s mobile telecom networks and pro

Marketing for management.

Abstract: MKT 6009 Marketing Internship (0 semester credit hours) Student gains experience and improves skills through appropriate developmental work assignments in a real business environment. Student must identify and submit specific business learning objectives at the beginning of the semester. The student must demonstrate exposure to the managerial perspective via involvement or observation. At semester end, student prepares an oral or poster presentation, or a written paper reflecting on the work experience. Student performance is evaluated by the work supervisor. Pass/Fail only. Prerequisites: (MAS 6102 or MBA major) and department consent required. (0-0) S MKT 6244 Digital Marketing Strategy (2 semester credit hours) Executive Education Course. The course explores three distinct areas within marketing and sales namely, digital marketing, traditional sales prospecting, and executive sales organization and strategy. The continuing convergence of the digital marketing and sales funnels has created a strategic continuum from digital lead generation to digital sales. The course identifies the current composition of this digital continuum while providing opportunities to evaluate sales and marketing digital strategies. Prerequisites: MKT 6301 and instructor consent required. (2-0) Y MKT 6301 (SYSM 6318) Marketing Management (3 semester credit hours) Overview of marketing management methods, principles and concepts including product, pricing, promotion and distribution decisions as well as segmentation, targeting and positioning. (3-0) S MKT 6309 Marketing Data Analysis and Research (3 semester credit hours) Methods employed in market research and data analysis to understand consumer behavior, customer journeys, and markets so as to enable better decision-making. Topics include understanding different sources of data, survey design, experiments, and sampling plans. The course will cover the techniques used for market sizing estimation and forecasting. In addition, the course will cover the foundational concepts and techniques used in data visualization and \"story-telling\" for clients and management. Corequisites: MKT 6301 and OPRE 6301. (3-0) Y MKT 6310 Consumer Behavior (3 semester credit hours) An exposition of the theoretical perspectives of consumer behavior along with practical marketing implication. Study of psychological, sociological and behavioral findings and frameworks with reference to consumer decision-making. Topics will include the consumer decision-making model, individual determinants of consumer behavior and environmental influences on consumer behavior and their impact on marketing. Prerequisite: MKT 6301. (3-0) Y MKT 6321 Interactive and Digital Marketing (3 semester credit hours) Introduction to the theory and practice of interactive and digital marketing. Topics covered include: online-market research, consumer behavior, conversion metrics, and segmentation considerations; ecommerce, search and display advertising, audiences, search engine marketing, email, mobile, video, social networks, and the Internet of Things. (3-0) T MKT 6322 Internet Business Models (3 semester credit hours) Topics to be covered are: consumer behavior on the Internet, advertising on the Internet, competitive strategies, market research using the Internet, brand management, managing distribution and supply chains, pricing strategies, electronic payment systems, and developing virtual organizations. Further, students learn auction theory, web content design, and clickstream analysis. Prerequisite: MKT 6301. (3-0) Y MKT 6323 Database Marketing (3 semester credit hours) Techniques to analyze, interpret, and utilize marketing databases of customers to identify a firm's best customers, understanding their needs, and targeting communications and promotions to retain such customers. Topics

社会研究方法基础 = The Basics of Social Research

Abstract: Part I: AN INTRODUCTION TO INQUIRY. 1. Human Inquiry and Science. 2. Paradigms, Theory, and Research. 3. The Ethics and Politics of Social Research. Part II: THE STRUCTURING OF INQUIRY: QUANTITATIVE AND QUALITATIVE. 4. Research Design. 5. Conceptualization, Operationalization, and Measurement. 6. Indexes, Scales, and Typologies. 7. The Logic of Sampling. Part III: MODES OF OBSERVATION: QUANTITATIVE AND QUALITATIVE. 8. Experiments. 9. Survey Research. 10. Qualitative Field Research. 11. Unobtrusive Research. 12. Evaluation Research. Part IV: ANALYSIS OF DATA:QUANTITATIVE AND QUALITATIVE . 13. Qualitative Data Analysis. 14. Quantitative Data Analysis. 15. Reading and Writing Social Research. Appendix A. Using the Library. Appendix B. Random Numbers. Appendix C. Distribution of Chi Square. Appendix D. Normal Curve Areas. Appendix E. Estimated Sampling Error.

The Role of Emotions in Service Encounters

Abstract: This article advances our understanding of the influence of affect in consumers’ responses to brief, nonpersonal service encounters. This study contributes to the services marketing literature by examining for mundane service transactions the impact of customer-displayed emotion and affect on assessments of the service encounter and the overall experience. Observational and perceptual data from customers were matched with frontline employees in 200 transaction-specific encounters. The results of this study suggest that consumers’ evaluations of the service encounter correlate highly with their displayed emotions during the interaction and postencounter mood states. Finally, the findings indicate that frontline employees’perceptions of the encounter are not aligned with those of their customers. The managerial implications of these findings are briefly discussed.

Going to College: How Social, Economic, and Educational Factors Influence the Decisions Students Make

Abstract: Going to College tells the powerful story of how high school students make choices about postsecondary education. Drawing on their unprecedented nine-year study of high school students, the authors explore how students and their parents negotiate these important decisions. Family background, finances, education, information-all influence students' plans after high school and the career paths they pursue, as do the more subtle messages delivered by parents and counselors which shape adolescents' self-expectations. For high school guidance counselors, college admissions counselors, parents and teachers, and public policy makers, this book is a valuable resource that explains the decision-making process and helps adults to help students make appropriate choices. The authors identify predisposition, search, and choice as the three stages in the student decision-making process. Predisposition refers to the plans students develop for education or work after they graduate from high school. The search stage involves students discovering and evaluating a variety of colleges and universities. In the choice stage, students choose a school to attend from among a list of institutions that are being seriously considered. Understanding exactly how students move through the predisposition, search, and choice stages of the college decision-making process can help students and parents prepare themselves for this process and consider a wider array of options. For education professionals, understanding this process can lead to new initiatives to guide students and families effectively-by providing better incentives for college savings, for example, or devising more effective early information programs about postsecondary education. Going to Collegeis the first book to seriously study over an extended period the decisions that have a pervasive and lasting impact on individual careers, livelihoods, and lifestyles. The authors conclude with important recommendations for improving academic support, exploring various financial options, providing early encouragement-in other words, for recognizing the factors that influence students' decisions, and knowing when to pay attention to them.