Abstract
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.
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