Abstract

Ghana has witnessed a wave of mergers and acquisitions (M & As) in the banking industry following the bank recapitalization initiative by the government in 2008. This raises an important question concerning the trade-off between the possible efficiency gains and efficiency losses as banks merge into one large unit. The objective of this study was to find out how Mergers & Acquisitions have impacted service quality of consolidated banks in Ghana. A descriptive and explanatory design was adopted as the study sought to describe customer perceived service quality and to also explain the relationship between M & As and service quality. An ANOVA and T-tests techniques were used to analyze primary and secondary data gathered. Findings from the study indicated that M & As had positive impact on overall service quality. The conclusion drawn by the researchers indicates that mergers and acquisitions offer superior growth and financing option for banks. This in turn promotes economic efficiency through improvements in costs and services delivery.

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