Purpose: The increasing number of banks in the Ghanaian banking industry has brought about intense competition in the industry. The purpose of this paper is, therefore, to examine the factors that influence retail banking customers’ loyalty intentions. Design/methodology/approach: In order to validate the proposed research model, the study adopts a survey design. Data were collected from 565 customers of the top performing banks in terms of customer deposits. Data analysis employed the partial least squares structural equation modeling (PLS–SEM) using SmartPLS version 3. Findings: Results from the PLS–SEM analysis indicated that satisfaction, service quality and trust had significant effect on loyalty, with satisfaction having the most significant effect. Interestingly corporate image was found to have a significant effect on both satisfaction and trust but not on loyalty. In all, the proposed model accounted for 63.3 percent of the variation in loyalty. Research limitations/implications: The current study samples customers from only the top performing banks in Ghana. The use of cross-sectional data makes it impossible to study how customers’ perceptions change over time. Results from this study could, however, help managers of banks in designing strategies aimed at improving customer loyalty in order to consolidate their market share. Originality/value: This paper adds to existing works that focus on loyalty in the retail banking sector, especially from the context of a developing economy. The study draws attention to the interrelationship among service quality, perceived value, satisfaction, image, trust and loyalty.

Social media and other web 2.0 tools have provided users with the platform to interact with and also disclose personal information to not only their friends and acquaintances but also relative strangers with unprecedented ease. This has enhanced the ability of people to share more about themselves, their families, and their friends through a variety of media including text, photo, and video, thus developing and sustaining social and business relationships. The purpose of the paper is to identify the factors that predict self-disclosure on social networking sites from the perspective of privacy and flow. Data was collected from 452 students in three leading universities in Ghana and analyzed with Partial Least Square-Structural Equation Modeling. Results from the study revealed that privacy risk was the most significant predictor. We also found privacy awareness, privacy concerns, and privacy invasion experience to be significant predictors of self-disclosure. Interaction and perceived control were found to have significant effect on self-disclosure. In all, the model accounted for 54.6 percent of the variance in self-disclosure. The implications and limitations of the current study are discussed, and directions for future research proposed.

This study examines the impact of mobile money services on business performance by comparing the performance between businesses that use and do not use mobile money. The analysis empirically draws on cross-sectional data of 1001 Kenyan businesses from the 2018 World Bank Enterprise Survey. Propensity Score Matching is used to control for selection bias and variations in business characteristics. The results reveal that businesses that use mobile money services are more likely to be innovative in products and processes than non-users. However, they perform as well as businesses that do not use mobile money. The results also show that differences in business-specific characteristics such as business size, sector, location, and business obstacles significantly influence the adoption of mobile money by Kenyan businesses. Therefore, these results highlight the importance of mobile money services for Kenyan businesses with effective digital tools and support. Policy recommendations to enhance the financial mobile ecosystem and financial inclusion are discussed.

Purpose: The study's goal is to assess the influence of multichannel integration quality on perceived value, service convenience and service experience in a multichannel banking context. Furthermore, the study investigated the impact of perceived value, service convenience and service experience on positive electronic word of mouth (e-WoM).Design/methodology/approach: Data were collected from 527 respondents using online surveys distributed on various social media platforms in Ghana. The data were analysed using the partial least squares approach to structural equation modelling.Findings: The results showed that multichannel integration quality influences consumers' perceptions of value and service experience favourably. It also showed that the two factors influencing service convenience were service experience and perceived value. Further, the research revealed a significant relationship between positive electronic word of mouth and perceived value, service convenience and service experience.Practical implications: The study adds to the existing body of knowledge on multichannel integration by empirically testing the relationship between multichannel integration quality and consumer response in the context of multichannel banking.Originality/value: The study is one of a few that provide important insights into the growing body of literature on multichannel integration quality from the consumers' perspective. The study further develops a model that explicates the relationship between multichannel integration quality, perceived value, service convenience and e-WoM.