Wisdom Wise Kwabla Pomegbe; Wenyuan Li; Courage Simon Kofi Dogbe; Charles Oduro Acheampong Otoo
Volume 6, Issue 7 , July 2019, , Pages 521-541
Abstract
The study examined the impact of outsourcing performance on overall firm performance, and the moderating role of monitoring.Seventy-seven(77) operations or branch managers of banks in the Ashanti region were sampled for the study. A hierarchical regression model was employed after the validity and reliability ...
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The study examined the impact of outsourcing performance on overall firm performance, and the moderating role of monitoring.Seventy-seven(77) operations or branch managers of banks in the Ashanti region were sampled for the study. A hierarchical regression model was employed after the validity and reliability of the measurement items were checked using Confirmatory factor analysis. The results indicate that outsourcing performance significantly influences overall bank performance. Monitoring had a positive effect on overall bank performance. Furthermore, monitoring was also found to moderate the effect of outsourcing performance on overall bank performance. Since outsourcing is concluded to enhance overall performance with effective monitoring, banks must therefore ensure that they don’t just engage the services of outsourcing agents to perform their non-core business activities or functions for them, without putting in place the right monitoring mechanisms. The banks must therefore ensure that they put in place the right monitoring mechanisms in place to deter workers from engaging in activities that are not related to their main task in order to benefits from the outsourcing program.The study is novel as not much has been done in the banking industry regarding the performance of outsourcing activities of banks in Ghana. Theoretically, empirical studies to test the moderating effect of monitoring on the relationship between outsourcing activities performance and overall bank performance is limited.
Courage Simon Kofi Dogbe; Wisdom Wise Kwabla Pomegbe; Sampson Ato Sarsah; Charles Oduro Acheampong Otoo
Volume 6, Issue 4 , April 2019, , Pages 313-346
Abstract
The study assessed the effects of individual’s cultural orientation on perceived service quality in the hospitality industry. The study focused on nine (9) rated hotels (3 to 5-star rating) in Ghana. In all, 676 clients were selected from these hotels within a period of 3 months. The dimensions ...
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The study assessed the effects of individual’s cultural orientation on perceived service quality in the hospitality industry. The study focused on nine (9) rated hotels (3 to 5-star rating) in Ghana. In all, 676 clients were selected from these hotels within a period of 3 months. The dimensions of Hofstede’s model were used in measuring individual’s cultural orientation, whiles SERVQUAL model was also used in measuring perceived service quality. Confirmatory Factor Analysis was run to check for the validity and reliability of the measurement instrument. The study concludes that, low power distance cultural orientation had a positive effect on all the dimensions of perceived service quality of high rated hotels. Low uncertainty avoidance had a positive effect on perceived service assurance, tangibility and responsiveness. It also had a negative effect on perceived service empathy. Low uncertainty avoidance however had no significant effect on perceived service reliability. Individualism cultural orientation had a negative effect on perceived service assurance, reliability, empathy and tangibility of rated hotels. It however had no significant effect on perceived responsiveness. Femininity had a positive effect on perceived assurance and service reliability. For perceived service empathy, tangibility and responsiveness, femininity however, had a negative effect. Finally, short-term cultural orientation also had a positive effect on all the dimensions of perceived service quality.
