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Sale-and-leaseback has become an increasingly common approach during the last two decades in the investment of high street banks (banking-halls) in the UK. One measure commonly used in making property investment decisions is the all risks yield (ARY) which is associated with the level of rental income. Investors and their advisors need to know which factors are likely to result in the highest ARY when assembling investment portfolios of such properties. The purpose of this paper is to identify those yield influences.

A qualitative multiple-case study was adopted. A literature review generated a hypothesis which was tested by a qualitative study, based upon semi-structured interviews and a questionnaire, to establish the influencing factors. Expert interviews were held with the heads of those three major auction-houses dealing with auctions of all retail bank premises in the Great Britain market, whilst the questionnaire survey involved investment professionals from within the auction-houses.

The study confirmed that the four factors influencing yields and investors’ decision-making when purchasing retail banking premises were tenant banking company (brand names), regional location (north and south super-regions), lot size (hammer price), and tenure (freehold or leasehold).

This investigation focuses on Great Britain’s geographical and political area which includes England, Scotland and Wales, but excludes Northern Ireland. This research focuses on banking-halls as a sub-class of retail property investment. The findings form a baseline upon which further research can be conducted on other sub-types of retail property such as high street shops and retail parks. The results will also underpin the development of a quantitative yield predictive model based on regression analysis.

To maximize the returns on property investments, investors and their professional advisors can use those factors having the greatest influence on yields to make informed investment decisions for the building of property portfolios.

As a sub-sector, bank premises do not necessarily correlate to the generic retail sector. This research consolidates the broad systematic drivers of retail yields into specific factors influencing the ARY of banking-halls. The findings provide better understanding of an active but sparsely analysed sub-market of banking hall investments, and by so-doing help investors to maximize their investment returns.

This paper aims to build a predictive model for the investment yield of British banking-halls.

Empirical data of similar lots sold at previous auctions are subjected to statistical analyses utilizing a cross-sectional research design. The independent variables analysed are taken from a previous study using the same cases. Models are built using logistic regression and ANCOVA.

Logistic regression generally generates better models than ANCOVA. A division of Britain on a north/south divide produces the best results. Rent is as good as lot size and price in modelling, but has greater utility, because it is known prior to auctions.

Cases analysed were restricted to lots let entirely as banking-halls. Other lots comprising premises only partially used as banking-halls might produce different results. Freehold was the only tenure tested.

The study provides a form of predictive modelling for investors and their advisors using rent which is known in advance of any sale.

The study makes an original contribution to the field, because it builds a predictive model for investment yields for this class of property. Further research may indicate if similar predictive models can be built for other classes of investment property.

The aim of this paper is to identify the dimensions of Automated Teller Machine (ATM) service quality and to evaluate customers’ perceptions of the relative importance of these dimensions.

A structured questionnaire gleaned from the literature and focused group studies was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, exploratory and confirmatory factor analysis, as well as multiple regression, were used to identify the relative importance of the dimensions of ATM service quality.

The paper identified five dimensions of the “ATMqual” model. In order of importance, these dimensions are reliability, convenience, responsiveness, ease of use and fulfillment.

The variables of the ATMqual scale provide practical levers for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a guide as to which issues to focus on in order to improve the efficiency and effectiveness of the ATMs.

The paper provides a theoretical basis for conceptualising ATM service quality. The resulting dimensions, referred to as the ATMqual, thus address the paucity of a robust research in conceptualising and testing the dimensions of ATM service quality. Apart from the improved theoretical insight, the dimensions identified also provide bank managers with better understanding of and means to better manage customers’ ATM experiences.

The purpose of this paper is to understand the moderating role of organizational culture in the relationship between service quality, customer satisfaction and loyalty in the banking sector using data from the Ghanaian banking sector. The idea is to understand the relative importance of the various service dimensions to customers patronizing banking services in Ghana and to ascertain what drives customer satisfaction and whether this satisfaction has implication on their loyalty.

The study used a survey and relied on partial least squares structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and customer loyalty.

The result indicates that the reliability, ambiance and social factors all have a significant positive relationship with the satisfaction of customers doing business with these banks. However, assurance and responsiveness of the employees seem to have no significant relationship with the satisfaction of customers. It is also important to indicate that organizational culture seems to strengthen the positive relationship between the service quality dimensions and customer satisfaction. The results further indicate that customer satisfaction has a direct positive relationship with customer loyalty.

Reliability, ambiance and social factors remain the three most important drivers of customer satisfaction in the banking sector in Ghana. It is, therefore, important for bankers to consistently undergo training and education in order to deliver more reliable services to customers. Managers should also make efforts to groom employees, provide attractive promotion materials, provide directions to the banks, make sure the banking halls are neat for customers while waiting and the provision of enough parking spaces for customers. One limitation of this work is that the data focused on only the Ghanaian banking environment.

The research shows the importance of the service quality constructs such as reliability, ambiance and the social factors on customer satisfaction and loyalty in the banking sector. The organizational culture seems to strengthen the positive relationship between empathy, reliability, tangibles and customer satisfaction. It is therefore important for banks to continue to build cultures that will commit employees to their work, so that they feel the sense of ownership of quality in order to contribute meaningfully.

The work illustrates and provides some insights and builds on the literature in the area of service quality, customer satisfaction and loyalty from a developing country’s environment using the stimulus-organism-response model. In addition, this work further highlights the importance of the moderating role of organizational culture in the relationship between the service quality dimensions and customer satisfaction.

The purpose of this paper is to examine the relationship between service fairness and behavioural intention and the moderating role of demographic variables among retail banking customers.

A four-factor structure consisting of price, procedural, interaction and outcome fairness gleaned from the literature was adopted for the current study. This was used to survey 381 customers of 15 retail banks in Ghana. Exploratory factor analysis and hierarchical regression were used to analyse the hypothesized relationships among the factors.

The paper found support for the existence of the four-factor structure of service fairness in the retail banking industry. The study also found that price, interaction, procedure and outcome fairness in order of importance significantly predict customer’s behavioural intention. In addition, age, education and income of customers were found to moderate the relationship between the dependent and independent variables.

The focus of the study on Ghana and in the banking industry limits the generalizability of the findings. However, the four-factor structure identified could be replicated in other countries, thereby setting the stage for cross-country studies on service fairness in the retail banking industry.

The paper extends the domain of the application of the four-factor structure of service fairness from restaurants to the retail banking industry. As such, it provides bank managers with a plausible framework on service fairness for managing relationship with customers in retail banks.

The basement and the first 11 floors, including the superb banking hall, were handed over in July and became fully operational at the beginning of August. The upper sections of the building are being progressively handed over; the whole building will be completed by November. Architects Foster Associates have worked with their client, the Hongkong and Shanghai Banking Corporation, to produce far more than a serviced shell; the building incorporates a host of sophisticated systems related to the various operational functions of the bank and has been termed a ‘finance factory’.

The Ghanaian banking industry has over the last 20 years witnessed tremendous growth to the extent that rural banks are now expanding their activities into urban centres. Hitherto, rural banks operated in rural and peri-urban areas in Ghana, but nowadays, there is an upsurge of rural banks activities in the urban centres of Ghana; and, they operate from rented premises, most of which are existing buildings in the urban areas. To meet the banking demands and the urban banking competitions such as the introduction of new technologies and regulations, the rural banks endeavour to expand (refurbish) the old/existing buildings with inherent adaptation and retrofitting challenges. Even though, adaptation and retrofit projects may not be popular in Ghana at large scales, this paper through combined methodology of constructive dialogue, case studies and condition survey approaches presents rural banks projects in Ghana as case studies of refurbishment and maintenance to “unearth” and resonate some key challenges of managing adaptation and retrofits in Ghana for future effective projects management solutions during their conception and execution. The paper aims to discuss these issues.

Through combined methodology of constructive dialogue, case studies and condition survey approaches this paper presents rural banks projects in Ghana as case studies of refurbishment and maintenance to “unearth” and resonate some key challenges of adaptation and retrofit projects.

The condition survey revealed unprecedented infrastructural drive by rural banks throughout Ghana and their desire to penetrate the urban areas as well. However, this drive unfortunately as it appeared, is not informed and carried out within the confines and dictates of existing legislations in Ghana. Again, it was found that adaptations and retrofitting will improve and integrate the rural banks in the urban economy through prudent project management practices.

Availability of local researches and literature on adaptations and retrofitting as project management practices in Ghana.

Retrofitting and adaptation projects in Ghana is crucial for project management practices on low-impact building as Ghana faces energy challenges.

This research brings to bear realistic programme to build capacity of personnel to strategically integrate the rural banks into the central banking system of Ghana as well as project management practices through better and effective monitoring for social, ethical and equity impacts of their project managers.

Apparently, adaptation and retrofit projects are not be popular in Ghana at large scales and this is the first time an academic paper of a kind has been written to guide and manage future adaptation and retrofit projects during their conception and execution as well as project management practices in general.

The transition in the Nigerian financial environment can be directly linked to digitalization as banks are racing to digital complexity. Historically in Nigeria, the utilization of digital operations by financial institutions is to reduce the burden of long queues in the banking hall and the pressure of carrying cash all the time. The goal of financial technology was to enable bank customers to use digitalized banking services. Hence, the purpose of this paper is to establish an empirical analysis evaluating the effect of service digitalization (internet banking, mobile banking, and automated teller machine) on bank competitiveness. Survey data were collected from 118 banks employees and hypothesized relationships were assessed through SMART-PLS structural equation modeling tool version 3.3.3. The study found a positive and significant impact of internet banking and automated machines on bank competitiveness. The findings also revealed that mobile banking has an insignificant effect on bank competition, although the outcome was positive. Overall, both the regulators and bankers should formulate and integrate their digitalized banking system by focusing on the attributes that are required for effective and safe digital-based banking.

Increased competition in the banking sector coupled with long queues in the banking hall has necessitated the introduction of internet banking among banks in Ghana. As a result, internet banking has attracted a great deal of attention from both academicians and practitioners. The purpose of this paper is to examine the effect of internet banking on the performance of banking institutions in Ghana.

In total, 20 banks in Ghana were selected from the Bank of Ghana website for the study. The financial information about the banks’ operations was retrieved from the financial statements of the respective banks for the end of the year 2016. The data envelopment analysis-bootstrap approach with principal component analysis and cluster analysis was used to estimate 49 models.

The findings of the study indicated that the integration of internet banking into traditional banking methods has led to superior bank performance in Ghana. It was observed that while the independent application of internet banking as a strategy to raise performance was not yielding higher returns due to the low patronage of internet services among banking consumers, its integration with possible traditional methods is widely observed among the top performers in the banking industry.

Traditional banking methods, integrated banking service strategies and the internet banking service-oriented strategy emerged as the main banking strategies among the banks.

Extant literature is quite silent on the effect of internet banking on bank performance in Africa. However, this paper is among the first significant attempts to examine the effect of internet banking on bank performance.

Banking in Ghana is now an intensely competitive proposition. In a competitive environment, it becomes imperative not just to attract customers, but also to design strategies aimed at maintaining these customers. Drawing on data from over 2,000 retail bank customers in Ghana, this study aims at understanding the key motivations for maintaining accounts with banks in respect of Ghanaian bank customers.

Data were collected from customers of 22 retail banks in Ghana. A two‐stage sampling technique was adopted in obtaining the sample. First, for each of the banks, two branches were randomly selected from the list of all functionally operating branches. In the second stage, customers of the selected branches were randomly intercepted in the banking halls and the survey instrument administered to them. A total of 2,000 respondents were attracted. Logistic regression modelling was employed in analysing the data.

Overall bank customers view proximity/accessibility as the most important factor in the opening and maintenance of accounts with banks in Ghana. Recommendations by friends appear to be the least important factor in Ghanaian bank consumers' decision to open and maintain a bank account in Ghana. The findings were strange to the extent that word‐of‐mouth marketing has been lauded as one of the most potent marketing communications tools in services marketing but the empirical findings from the study did not support this.

To the extent that proximity is a key factor in the opening and maintenance of bank relationships in Ghana, distribution management must be given a more strategic imperative in bank management in Ghana. Bank branches must be sited in catchment areas with the highest propensity to attract and maintain an existing profitable bank clientele.

The study is one of the few on bank marketing in Ghana that draws on a large bank consumer data set and utilizes robust statistical analysis to reach its conclusions.