Ayiwah Wenawome Jnr | Kwame Nkrumah University of Science and Technology (original) (raw)
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Thesis Chapters by Ayiwah Wenawome Jnr
Lawrence, 2017
ABSTRACT Service quality is a very important component in any business related activity. To the m... more ABSTRACT
Service quality is a very important component in any business related activity. To the marketer especially, a customer’s evaluation of service quality and the resulting level of satisfaction are perceived to affect bottom line measures of business success. The main objective of the study is to assess Service Quality as a drive to customer satisfaction in the pension industry, using Ideal Pension Trust Limited (IPTL) as a case study area. The study was exploratory in nature and adopted the quantitative methods in data analysis. The study made use of primary data which was collected by the help of structured questionnaires from customers of Ideal Pension Trust Limited. The study population was Nine Hundred and Fifty six (956) customers of IPTL’s in the Kumasi metropolis of the Ashanti Region. The study adopted a simple random sampling technique to select the entire 700 customers to represent the sample size. The data collected was analysed quantitative using Statistical Package for Social Services (SPSS) version 24 and the results presented in descriptive statistics such as frequency distribution tables, and comparison of means and standard deviation and a regression analysis. The findings revealed that the five main variables used to measure service quality which are tangibility, reliability, responsiveness, assurance, and empathy affect service quality. Also, the various parameters used by customers to measure their satisfaction are key measures used by respondents. Furthermore, there is a strong correlation between service quality and customer satisfaction. The researchers therefore recommended that IPTL must ensure that the dimensions of service quality are improved upon, customers’ input should also be sourced from time to time in order to ensure their optimum satisfaction in the company’s dealings. Finally, management should continuously measure the extent to which the individual service quality variables drive customer satisfaction in order to adopt individual strategies to improve on them where necessary.
Lawrence, 2017
ABSTRACT Service quality is a very important component in any business related activity. To the m... more ABSTRACT
Service quality is a very important component in any business related activity. To the marketer especially, a customer’s evaluation of service quality and the resulting level of satisfaction are perceived to affect bottom line measures of business success. The main objective of the study is to assess Service Quality as a drive to customer satisfaction in the pension industry, using Ideal Pension Trust Limited (IPTL) as a case study area. The study was exploratory in nature and adopted the quantitative methods in data analysis. The study made use of primary data which was collected by the help of structured questionnaires from customers of Ideal Pension Trust Limited. The study population was Nine Hundred and Fifty six (956) customers of IPTL’s in the Kumasi metropolis of the Ashanti Region. The study adopted a simple random sampling technique to select the entire 700 customers to represent the sample size. The data collected was analysed quantitative using Statistical Package for Social Services (SPSS) version 24 and the results presented in descriptive statistics such as frequency distribution tables, and comparison of means and standard deviation and a regression analysis. The findings revealed that the five main variables used to measure service quality which are tangibility, reliability, responsiveness, assurance, and empathy affect service quality. Also, the various parameters used by customers to measure their satisfaction are key measures used by respondents. Furthermore, there is a strong correlation between service quality and customer satisfaction. The researchers therefore recommended that IPTL must ensure that the dimensions of service quality are improved upon, customers’ input should also be sourced from time to time in order to ensure their optimum satisfaction in the company’s dealings. Finally, management should continuously measure the extent to which the individual service quality variables drive customer satisfaction in order to adopt individual strategies to improve on them where necessary.