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The study examined the relationship between organisational trust, organisational commitment and turnover intention among employees of banks in Ghana. Participants were drawn from both domestic banks and foreign-owned banks. A cross-sectional research design was adopted for this study and a sample of 128 participants was conveniently selected for the study. A set of questionnaires measuring organisational trust, organisational commitment and turnover intention were administered to the participants. Analysis of the data revealed a significant negative relationship between organisational trust and turnover intention. Also, a significant negative relationship between organisational commitment and turnover intention was observed. Organisational commitment was identified as the only significant predictor of turnover intention and accounted for 43.6% of the variance in turnover intention. Further analysis showed that the affective component (β = −.374, p < .001) accounted for the most strength in reducing turnover intention than the continuance (β = −.246, p < .01) and normative components (β = −.245, p < .001). Organisational commitment was found to be significantly higher in foreign banks than in domestic banks. The turnover intention was significantly higher in domestic banks than in foreign banks. Concerning organisational trust, no significant difference was observed between domestic and foreign banks. Relevant stakeholders in the banking sector need to pay attention to the significant roles of organisational trust and organisational commitment in mitigating the turnover intentions of their employees.

Purpose Mobile banking (m-banking) can be defined as a service offered by a bank or any other financial institution that allows the customers of such establishments to carry out a variety of banking operations via a mobile device, such as a mobile phone, tablet or personal digital assistant. The purpose of this paper is to examine factors that influence customers to adopt and subsequently use m-banking services in Ghana using the unified theory of acceptance and use of technology 2 (UTAUT2) model with age, educational level, user experience and gender as moderators. Design/methodology/approach Using questionnaire survey, the study sampled 300 users of m-banking services in Ghana as respondents. The primary data collected were analyzed using SmartPLS software. Findings Findings of the study indicate that Habit, Price Value and Trust are the main factors influencing adoption and use of m-banking in Ghana. Individual differences of gender, age, educational level and user experience responded differently as they moderate the relationship between UTAUT2 constructs and use bahaviour. The applicability of UTAUT2 model was confirmed in the context of the research. Practical implications M-banking is a new phenomenon in Ghana’s financial industry, thus it is imperative to understanding the customer adoption behavior. The outcome will aid financial institutions to develop strategies that will sustain the interest of consumers to embrace m-banking. Originality/value This paper is among the first ever known attempts to examine m-banking adoption in Ghana using UTAUT2 model.

Purpose The concept of innovation is gaining ground steadily in the context of an increasingly competitive and highly volatile banking sector. The purpose of this paper is to find out the role of service innovation (SI) in the relationship between service delivery (SERVD), customer satisfaction (CSAT) and loyalty in the banking sector of Ghana. Design/methodology/approach Drawing from banking and marketing literature, a conceptual framework was developed and tested using data from 450 sampled customers of commercial banks in Ghana. The data were analyzed using partial least squares structural equation modeling. Findings The findings indicate that SI has direct influence on SERVD and CSAT. Again the findings revealed a positive relationship between SERVD, CSAT and bank customer loyalty. Research limitations/implications This study offers theoretical support for the adoption of innovative techniques in service provision and delivery. Originality/value This paper provides an initial study into innovation management in financial services context in an emerging economy.

Investigating and exploring factors influencing the continued usage and acceptance of mobile money transaction services in Ghana. The study employed the Technology Acceptance Model (TAM) with 406 mobile money users from Ghana's Savannah and Bono regions. According to the study, perceived risk perceived cost, social influence, perceived usefulness and ease of use had repercussions on users’ attitudes which influenced users' final decision to continue to use mobile money services in Ghana. The social influence positively impacted users through social networking in pushing the adoption and continued usage of mobile money services in the study area. However, the construct of Perceived trust had a positive impact on users’ decisions resulting in their negative attitude to mobile money services.

Purpose - The purpose of this paper is to examine the relationship between market orientation, learning orientation and innovation; and second, assesses the role of innovation, market orientation and learning orientation on firms' business performance using a developing country (i.e. the Ghanaian banking domain) as a study context. Design/methodology/approach - Following a nation-wide survey among senior managers of 28 banks in Ghana, five research propositions were tested using multiple linear regression analysis. Findings - Results demonstrate that market orientation has significant association with innovation while learning orientation has significant impact on innovation. Moreover, innovation mediates the relationship between market orientation and business performance. Research limitations/implications - This study adopt the cross-sectional research design and as such acknowledge the same limitations as other cross-sectional studies. Practical implications - The research will help bank executives especially in Ghana and other developing countries to appreciate these marketing variables. Social implications - Banks innovation efforts, concurrently with the development of market orientation culture and improvement in organizational learning processes must benefit bank customers and stakeholders as a whole. Originality/value - The research will help banks in Ghana and other developing countries to appreciate that their innovation efforts should concurrently be in sync with the development of market orientation culture and improvement in organizational learning processes.

PurposeIn recent times, there has been a growing research interest in customer engagement; however, there is a paucity of empirical evidence on the drivers and outcomes of customer engagement such as brand loyalty. Furthermore, the customer engagement and brand loyalty literature have paid little attention to trustworthiness, even though it has the potential of explaining customer engagement, brand loyalty and their relationships. Consequently, the purpose of this paper is to ascertain the drivers of customer engagement and its relationship with brand loyalty in the context of retail banking in Ghana.Design/methodology/approachThe authors employed the survey research design. The authors collected data from retail banking customers in Ghana using the intercept approach. There were 385 respondents. The authors analysed the data using the structural equation modelling approach.FindingsThe results show that trustworthiness drives customer engagement which results in brand loyalty. The findings reveal that trustworthiness is defined through integrity, benevolence and ability while customer engagement is defined via emotional engagement, cognitive engagement and behavioural engagement.Originality/valueThis study examines the impact of trustworthiness on customer engagement and brand loyalty. It shows the mediating role of customer engagement in the relationship between trustworthiness and brand loyalty.

PurposeThe purpose of this paper is to investigate the moderating effect of ownership on the links between corporate governance and financial performance in the context of Ghanaian banks.Design/methodology/approachThe current study used a sample of 23 banks and the multiple regression method to analyze a panel dataset of 414 from banks over an 18-year period.FindingsThe findings revealed that audit independence, chief executive officer (CEO) duality, non-executive directors and banks size have a positive impact on performance. The findings also revealed that foreign ownership has an interacting effect between corporate governance and profitability.Practical implicationsThe practical implications of the current study demonstrated that good corporate governance creates value and must be invigorated for the interest of all stakeholders. Foreign ownership has an interacting effect between corporate governance and performance. Policymakers should formulate policies for attracting foreign investors.Originality/valueInterestingly, this study is the first of its kind that exclusively chose ownership structure to interact between corporate governance and bank performance in Ghanaian perspective. Such new insights on this relationship provide useful information to the government, academics, policymakers and other stakeholders. The growing economies of African countries, and the inadequate governance–performance literature in African context, have created a demand to appreciate the governance parameters in these countries and its influence on firm's performance.

This study investigated the impact of COVID-19 on the insurance industry by studying the case of Ghana from March to June 2020. With a parallel comparison to previous pandemics such as SARS-CoV, H1N1 and MERS, we developed outlines for simulating the impact of the pandemic on the insurance industry. The study used qualitative and quantitative interviews to estimate the impact of the pandemic. Presently, the trend is an economic recession with decreasing profits but increasing claims. Due to the cancellation of travels, events and other economic losses, the Ghanaian insurance industry witnessed a loss currently estimated at GH Ȼ112 million. Our comparison and forecast predicts a normalization of economic indicators from January 2021. In the meantime, while the pandemic persists, insurers should adapt to working from remote locations, train and equip staff to work under social distancing regulations, enhance cybersecurity protocols and simplify claims/premium processing using e-payment channels. It will require the collaboration of the Ghana Ministry of Health, Banking Sector, Police Department, Customs Excise and Preventive Service, other relevant Ministries and the international community to bring the pandemic to a stop.

Any type of activity that results in caloric expenditure has the potential to reduce the risk of cardiovascular diseases; nonetheless, most people, especially office workers, are physically inactive. This study sought to evaluate the extent of physical inactivity and its determinants among the staff of selected banks in Accra, Ghana. This was a cross-sectional study involving 219 banking staff randomly selected from five commercial banking institutions in Accra, Ghana. Demographic data was collected with a structured questionnaire. Physical inactivity was assessed using the Global Physical Activity Questionnaire. Study associations were determined using univariate analysis, and multivariate logistic regression models with adjusted odds ratio (AOR) and 95% confidence intervals (CI) estimated. Two hundred and nineteen (219) participants were recruited, out of which 56.6% were males and 43.4% were females. The mean age (± SD) of the participants was 40.0±7.9 years. Physical inactivity was observed in 179 (81.7%) participants. The following were independently associated with physical inactivity: travel-related activities (AOR, 0.151; 95% CI, 0.059-0.384; p<0.001); working in the bank for 6-10 years (AOR, 4.617; 95% CI, 1.590-13.405; p = 0.005); and working in the bank for 11 years and above (AOR, 2.816; 95% CI, 1.076-7.368; p = 0.035). Physical inactivity was very high among bankers. Travel-related activities reduced physical inactivity whiles working at the bank for more than six years increased physical inactivity. Thus, promoting regular physical activity, frequent monitoring, and implementation of other appropriate healthy lifestyle intervention strategies are vital to reduce risk of early onset disease conditions associated with physical inactivity in this population.

Purpose – The purpose of this paper is to examine the effect of intellectual capital on bank productivity in an emerging market in Africa. Design/methodology/approach – The Malmquist productivity index (MPI) is employed to estimate productivity growth of 18 banks in Ghana from 2003 to 2011 while the Value Added Intellectual Coefficient (VAIC) is used to measure bank intellectual capital performance. The panel-corrected standard errors estimation technique is used to estimate a panel regression model with MPI as the dependent variable. Bank market concentration and bank size are controlled for in the regression analysis. Findings – The authors find productivity growth to be largely driven by efficiency changes compared to technological changes. The results from the regression analysis indicate that VAIC has a positive effect on the productivity of banks in Ghana. The authors also find human capital efficiency and capital employed efficiency as the components of VAIC that drive productivity growth in the banking industry. Bank size and industry concentration are also identified as significant drivers of productivity in the market. Practical implications – The study’s findings support investments in intellectual capital as a means of improving the performance of banks in emerging markets. Originality/value – To the best of the knowledge, this is the first study to empirically examine the relationship between intellectual capital and productivity in an emerging banking market in Africa.