In 2012, the CIA World Fact Book showed that the service sector contributed about 76.6% and 51.4% of the 2010 gross national product of both the United States and Ghana, respectively. Research in the services area shows that a firm's success in today's competitive business environment is dependent upon its ability to deliver superior service quality. However, these studies have yet to address factors that influence customers to remain committed to a mass service in economically diverse countries. In addition, there is little research on established service quality measures pertaining to the mass service domain. This dissertation applies Rusbult's investment model of relationship commitment and examines its psychological impact on the commitment level of a customer towards a service in two economically diverse countries. In addition, service quality is conceptualized as a hierarchical construct in the mass service (banking) and specific dimensions are developed on which customers assess their quality evaluations. Using, PLS path modeling, a structural equation modeling approach to data analysis, service quality as a hierarchical third-order construct was found to have three primary dimensions and six sub-dimensions. The results also established that a country's national economy has a moderating effect on the relationship between service quality and …

Extracting meaningful information from large collections of text data is problematic because of the sheer size of the database. However, automated analytic methods capable of processing such data have emerged. These methods, collectively called text mining first began to appear in 1988. A number of additional text mining methods quickly developed in independent research silos with each based on unique mathematical algorithms. How good each of these methods are at analyzing text is unclear. Method development typically evolves from some research silo centric requirement with the success of the method measured by a custom requirement-based metric. Results of the new method are then compared to another method that was similarly developed. The proposed research introduces an experimentally designed testing method to text mining that eliminates research silo bias and simultaneously evaluates methods from all of the major context-region text mining method families. The proposed research method follows a random block factorial design with two treatments consisting of three and five levels (RBF-35) with repeated measures. Contribution of the research is threefold. First, the users perceived a difference in the effectiveness of the various methods. Second, while still not clear, there are characteristics with in the text collection that affect the …