摘要：Service delight is now the ethos of several progressive companies over the world. With this increasing emphasis on service delight and service quality,the banking industry in Ghana is becoming increasingly competitive and the natural dilemma. This paper sought to investigate service quality perception of three top banks in Ghana:Barclays bank,Standard Chartered bank and Ghana Commercial Bank. The purpose of the study is to compare service quality across these three banks and to determine the most important factors contributing to service quality. The study re?veals that all the banks selected differ on the service quality dimensions. BBGL provides better services in terms of the level of service quality provided to client than the listed (GCB and SCB) banks. The study also reveals that the locally owned bank (GCB) provides social services rather than the multinational banks. Interestingly,the study reveals that clients expectation on all the ser?vice dimension have not been met by the Ghanaian banks. The study revealed that all the service quality dimensions contributed significantly to the prediction of service quality in Ghana with hu?man element of service quality being highly predictive of perceived service quality. Tangibility is the least predictive of perceived service quality. The findings show that there is room for service quality improvement in Ghana’s banking industry. Recommendations were provided in the main text.
