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Kwabena  Boakye  - Georgia Southern University. Statesboro, GA, US

Kwabena Boakye

Assistant Professor | Georgia Southern University


Professor Boakye's research interest includes quality improvement, service innovation, and applied statistics



Kwabena G. Boakye, Ph.D. is an associate professor of quantitative analysis at Georgia Southern University. He received his Ph.D. in management science from University of North Texas, MS in statistics from the University of Idaho, and BSc in mathematics from the KNUST, Ghana. Kwabena is an American Society for Quality certified Six Sigma Black Belt. His research interest includes quality and healthcare operations, service experience and IT post-adoption, applied statistics. His works have appeared in International Journal of Production Operations, Journal of Computers Information Systems, Operations Management Research, Computers in Human Behavior, Quality Management Journal, Thunderbird International Review, International Journal of Bank Marketing, among others. Kwabena’s hobbies include cooking and playing tennis.

Areas of Expertise (3)

IT Post-Adoption

Quality Management

Service Operations

Accomplishments (5)

Parker College of Business Faculty Enrichment Award, Georgia Southern University


Parker College of Business Summer Research Grant, Georgia Southern University

2014, 2016, 2017, and 2018

Deedi Prybutok Doctoral Scholarship Award, University of North Texas


Texas Public Education International Grant Scholarship Award, University of North Texas

2010 and 2011

Academic Achievement Scholarship, University of North Texas

2010 and 2011

Education (3)

College of Business, University of North Texas: Ph.D., Management Science 2013

College of Science University of Idaho: M.S., Statistics 2010

Kwame Nkrumah University of Science and Technology: B.Sc., Mathematics 2006

Affiliations (3)

  • Production and Operations Management Society
  • American Society of Quality
  • Decision Sciences Institute

Articles (5)

Factors influencing mobile data service (MDS) continuance intention: An empirical study

Computers in Human Behavior

Kwabena G Boakye

2015 The mobile industry has become a key cornerstone of the global economy. Despite the rapid growth in mobile data services (MDS), operators of MDS have to deal with the issue of building user loyalty and maintaining continued usage. Utilizing an integrated model drawn from the theory of planned behavior and quality frameworks, we examine the impact of both system service quality and service mobility on continuance intention and the mediating effect of customer experience among MDS users. The research model was empirically tested on data collected from 196 customers of mobile data services, using partial least squares analyses. Results indicated that 41.4% of MDS users’ continuance intention is explained by system service quality, service mobility, and customer experience. A key finding of this study is that customer experience, as a decision tool, has a positive relationship with MDS continuance intention, partially mediating the relationship between system service quality, service mobility, and MDS continuance intention. The study contributes to the literature of IS continuance by showing that system service quality, service mobility, and customer experience are the most important factors affecting the decision of continuing to MDS. We discuss theoretical and practical implications of the findings and conclude with recommendations for possible future research.

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UCPERF: An urgent care patient satisfaction instrument

Quality Management Journal

G Qin, Victor R Prybutok, Daniel A Peak, Kwabena G Boakye

2014 This study creates an urgent care (UC) service quality model and contextualizes a version of SERVPERF called UCPERF. In doing so, UCPERF fills a research void by examining how the service quality constructs measure healthcare patient satisfaction within an urgent care environment. Findings indicate that UCPERF is an equally effective version of the SERVPERF model; however, unlike SERVPERF, UCPERF yields a model targeted for patient satisfaction and contextualized for use in an urgent care environment. The authors believe that UCPERF allows quick assessment of competitive issues for patients and can allow greater satisfaction with service quality, which reduces the likelihood of switching healthcare providers.

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College students’ consumption of credit cards

International Journal of Bank Marketing

Charles Blankson, Audhesh Paswan, Kwabena G Boakye

2012 The importance of and viability of the college student cohort for credit card firms and banks are well documented and so are the challenges facing marketers interested in this target market. The first purpose of this paper is to examine college students’ motivation for consuming credit cards and the usefulness of the latter to them. The second purpose relies on marketing scholars’ advice by replicating and then validating an extant scale that measures college students’ decision criteria for credit cards. Specifically, the paper attempts to answer two questions: what is the compelling reason for a college student to want to own and use a credit card? In addition, how important is the credit card to the college student?

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The intention of continued web-enabled phone service usage: A quality perspective

Operations Management Research

Kwabena G Boakye, Victor R Prybutok, Sherry D Ryan

2012 The cell phone industry is in a unique position that lies in the intersection of high technology and service industry. There is exponential growth in the mobile phone service market with new innovation and modern technology serving as the catalyst to this growth. The aim of this study is to provide insight into the importance of quality attributes to behavioral intentions. In this work we posit a research model based on the quality literature. The proposed model is compared with the predictive level of the Technology Acceptance Model (TAM). Using Partial Least Squares (PLS) our findings suggest that, as hypothesized, perceived service quality and perceived satisfaction in web access quality are essential in consumers’ intent of continued service usage (ICU). Also, our parsimonious model is a more highly predictive model than TAM in explaining an internet-enabled mobile phone user’s continued service usage intention.

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The attraction of the sizzle: A service investment model

Quality Management Journal

Kwabena G Boakye, Junhyuk Kwon, Charles Blankson, Victor R Prybutok

2012 This paper presents the results of the first test of the investment model for predicting attitudinal loyalty in service industries. Application of the investment model in the service context of casual dining restaurants has the potential to improve the understanding of the role of quality and the reasons that customers are loyal or disloyal to these restaurants. A focus on quality allows firms to improve performance and, as a result, improve customer retention. The research method in this work employs a survey data collection approach. Confirmatory factor analysis is used to test the predictive power of the investment model as it relates to quality and the associate retention of customers within the casual dining restaurant domain. The authors' results show that service satisfaction and investment size substantially predict a customer's loyalty to casual dining restaurants. These results provide service managers with insights into customers' attitudes toward casual dining restaurants and extend the body of knowledge on the antecedents that predict attitudinal loyalty in a service industry. This study is the first to operationalize the investment model in the casual dining services domain as well as to examine customers' internal and external motives and the role that quality plays in creating loyalty to a casual dining restaurant.

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