IDEAS home Printed from https://ideas.repec.org/a/jfr/afr111/v4y2015i1p78.html
   My bibliography  Save this article

Getting Loan Clients to Recommend Financial Service Providers: The Role of Satisfaction, Trust and Information Quality

Author

Listed:
  • Joseph Mbawuni
  • Simon Gyasi Nimako

Abstract

This paper examines the role of satisfaction, trust and information quality as determinants of loan clients’ recommendation of financial service providers in a developing country. Drawing on existing literature, a conceptual model was developed and validated with data from loan clients in Ghana. The study involved a cross-sectional survey of 371 loan customers of leading financial service providers in Ghana. The results show that satisfaction, trust and loan information quality are significant factors influencing clients’ recommendation of loan products. Moreover, satisfaction and information quality also contributed significantly to influencing clients’ trust for financial service providers. The findings provide important implications for inducing loan clients’ recommendation of financial services to others. While this study is limited in terms of generalizability of the findings in developing countries, it provides avenues for further research for modelling the determinants of loan acquisition intentions of clients in financial markets in other research settings.Â

Suggested Citation

  • Joseph Mbawuni & Simon Gyasi Nimako, 2015. "Getting Loan Clients to Recommend Financial Service Providers: The Role of Satisfaction, Trust and Information Quality," Accounting and Finance Research, Sciedu Press, vol. 4(1), pages 1-78, February.
    • Handle: RePEc:jfr:afr111:v:4:y:2015:i:1:p:78
    as

    Download full text from publisher

    File URL: https://www.sciedupress.com/journal/index.php/afr/article/download/5848/3601
    Download Restriction: no
    File URL: https://www.sciedupress.com/journal/index.php/afr/article/view/5848
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Money, R. Bruce, 2000. "Word-of-mouth referral sources for buyers of international corporate financial services," Journal of World Business, Elsevier, vol. 35(3), pages 314-329.
    2. Berger, Lawrence A., 1988. "Word-of-mouth reputations in auto insurance markets," Journal of Economic Behavior & Organization, Elsevier, vol. 10(2), pages 225-234, September.
    3. Suleman Dauda & Samuel H. Nyarko, 2014. "Chasing credit: the bane of small and medium scale enterprises in Assin North Municipality, Ghana," International Journal of Entrepreneurship and Small Business, Inderscience Enterprises Ltd, vol. 22(2), pages 218-230.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Seog S. Hun, 2006. "Limited Competition, Information Asymmetry, and Organizational Forms," Asia-Pacific Journal of Risk and Insurance, De Gruyter, vol. 1(2), pages 1-14, February.
    2. Lim, Boon C. & Chung, Cindy M.Y., 2011. "The impact of word-of-mouth communication on attribute evaluation," Journal of Business Research, Elsevier, vol. 64(1), pages 18-23, January.
    3. Obi Berko Obeng Damoah & Augustine Awuah Peprah, 2021. "Synthesis of small and medium enterprise research in Ghana," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 11(1), pages 451-468, December.
    4. Roth, Martin S. & Money, R. Bruce & Madden, Thomas J., 2004. "Purchasing processes and characteristics of industrial service buyers in the U.S. and Japan," Journal of World Business, Elsevier, vol. 39(2), pages 183-198, May.
    5. Mark Bowden & Stuart McDonald, 2008. "The Impact of Interaction and Social Learning on Aggregate Expectations," Computational Economics, Springer;Society for Computational Economics, vol. 31(3), pages 289-306, April.
    6. Leila Hurmerinta-Peltomäki & Niina Nummela, 2006. "Mixed methods in international business research: A value-added perspective," Management International Review, Springer, vol. 46(4), pages 439-459, August.
    7. Mingzhou Yu & Fang Liu & Julie Anne Lee, 2019. "Consumers’ responses to negative publicity: the influence of culture on information search and negative word-of-mouth," Journal of Brand Management, Palgrave Macmillan, vol. 26(2), pages 141-156, March.
    8. Erik Hofmann & Joël Henri Brunner & Elmar Holschbach, 2020. "Research in business service purchasing: current status and directions for the future," Management Review Quarterly, Springer, vol. 70(3), pages 421-460, August.
    9. Nyanzu, Frederick & Quaidoo, Matthew, 2017. "Access to Finance Constraint and SMEs Functioning in Ghana," MPRA Paper 83202, University Library of Munich, Germany, revised Dec 2017.

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:jfr:afr111:v:4:y:2015:i:1:p:78. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sciedu Press (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.