Service Quality and Customer Satisfaction: Empirical Evidence from the Ghanaian Public Service (original) (raw)
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Consumers all over the world have become more quality conscious; hence there has been an increased customer demand for higher quality services. The objective of this study is to assess the effect of service quality on customer satisfaction in the Ghanaian banking industry using Ghana Commercial Bank as a study area. The study focused on three branches of GCB with (120) customers constituting the sample size. Purposive sampling technique was employed in the study with Statistical Package for Social Sciences (SPSS) used for the analysis. The expectations and perceptions of GCB customers were assessed under five dimensions of SERVQUAL. The researchers found out that, all the five dimensions contributed to quality of service delivery in GCB. Rating the dimensions based on expectations and perceptions of service delivery that need to be improved, it revealed that, GCB should work towards enhancing on reliability, responsiveness, empathy, assurance, and tangibility dimensions respectively. The customer is the reason for the business and hence excellent service should be rendered at all time.
THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION; AN EMPIRICAL STUDY
IAEME PUBLICATION, 2020
Customer satisfaction is viewed as an end rather than a means, as far as organizational goals are concerned. This is because ensuring customer satisfaction will automatically end up with achievement of organizational objectives. Many management writers consider service quality as the most important factor determining customer satisfaction. This research study attempts to find out the impact of the quality of service on the satisfaction level of customers in the public sector General Insurance companies in Cochin. The required data is collected from the customers of these companies in Cochin. The study reveals that the employee service quality of public sector General Insurance companies in Cochin has a significant positive impact on customer satisfaction. The study recommends improvement in quality of service in organizations to ensure higher level of satisfaction among customers.
International Journal of Research and Innovation in Social Science
Purpose: Service quality and customer satisfaction are very important concepts that companies must understand if they are to grow and remain competitive in the business environment. Service and product quality is considered to be very critical to any modern business because it contributes to higher customer’s satisfaction. The purpose of this study was to find out the implication of service and product quality on consumers’ satisfaction, Particular focus was placed on variables like responsiveness, reliability, empathy and how they affect consumers’ satisfaction. Methodology: To accomplish this task both quantitative and qualitative research approaches were applied. A sample of 150 respondents was selected from the customers of UBa ventures PLC Bambili using a simple random sampling technique. Questionnaire was the main instrument for data collection for the study. The data collected was analyzed using both descriptive and inferential statistics. The ordinary least square (OLS) was ...
International journal of scientific and research publications, 2018
The main intention of this study is to analyze the effect of service quality on customer satisfaction, in four branches establish under CBE Bale Robe Town. In order to achieve this goal, the SERVPERF model was used to design and categorize standardized questionnaire under five dimensions. The sample consists of 392 respondents' selected based on stratified random sampling procedure. The Descriptive research design was in use to describe the existing circumstances and regarding a data source, both primary and secondary data were used. With the help of SPSS version 20, the composed data was analyzed. The relationship between dependent and independent variables are examined through descriptive statistical techniques and linear regressions. There is an optimistic correlation between the dimensions of service quality and customer satisfaction. The regression results displayed that rendering quality service had positive impact on customer satisfaction. The reliability and customer satisfaction correlation is the highest positive result and followed by assurance. The discoveries of the study indicate that the CBE performance in rendering service quality is not in a situation to fulfill the expectation of the customer. From the result of this study, in order to improve the performance of the bank, the researcher forwards some recommendations to the banks management and suggestions for other researchers.
The Effect of Service Quality on Customer Satisfaction at Federal Attorney General of Ethiopia
Journal of Investment and Management, 2020
Enhancement of service delivery quality is crucial for any organization not only to realize the vision and mission but also to remain competitors in any business. To this end, this study aims to assess the effect of service quality on customer satisfaction at the federal attorney general of Ethiopia. In order to achieve this goal, a total of 110 representative customers selected based on a multi-stage sampling procedure. Descriptive statistics, Pearson correlation, and multiple regression model techniques were applied to analyze the collected primary data using a structured questionnaire. The finding shows that all five service quality dimensions (empathy, assurance, reliability, responsiveness, and tangibility) are highly correlated with customer satisfaction. The result of the model shows that frequency of service delivery, empathy, tangibility, and assurance services have a positive and statistically significant effect on the enhancement of service quality delivery and hence lead to attainments of overall customer satisfaction. Based on the findings of the study, the researcher recommended the attorneys to provide special attention for enhancing empathy, tangibility, and assurance services through designing practical enhancement short and long term plans.
INTERNATIONAL JOURNAL OF INNOVATION AND ECONOMIC DEVELOPMENT, 2019
The aim is to investigate whether the effective service quality delivery leads to customers’ satisfaction and to find the extent of service quality adoption among public healthcare institutions in Ghana. Data was collected from public healthcare delivery respondents in health administration in Ghana. There are 252 respondents from public healthcare institutions (healthcare administrators, medical doctors, nursing officers, and patients). Purposive sampling was utilized to select the participated healthcare players. With the use of self-completion structured questionnaires, primary data was collected from respondents and analyzed using frequencies, mean, and standard deviation. The structured questionnaire used consisted of multiple choice and Likert Scale questions. Furthermore, secondary sources were also used. Results showed that 55% healthcare participants stated service quality adoption in public healthcare institutions to be medium, followed by 45% of respondents to be high. Th...
The impact of service Quality on Customer Satisfaction and Loyalty in the banking industry of Ghana
Zenodo (CERN European Organization for Nuclear Research), 2019
In Ghana, there is growing concerns about the quality of service provided by banks to their customers. The major issues concerning Service Quality related to customer relations, access to saved monies, limited loans with high-interest rates, and delays in service delivery. This study investigated the impact of service quality on customer satisfaction and loyalty in the banking sector of Ghana. A survey was conducted in three regions of Ghana with the highest banking activities in which a set of questionnaires were administered to 157 respondents. Data collected was analyzed using the Structural Equation Modelling-Partial Least Squares (SEM-PLS). It was revealed that customer satisfaction is highly influenced by the quality of services offered to them. The satisfaction derived by customers makes them loyal, which is an advantage to service providers in realizing their profit motive. The results of this study suggest that service quality is the precursor of customer satisfaction and instill confidence and loyalty in customers.
2010
This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. A total of 230 respondents participated in the study. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percentage and tables were used for data presentation and analysis. Regression analysis and Pearson product moment correlation coefficient were employed in testing our hypotheses. The study reveals that service quality has effect on customer satisfaction and that there is a positive relationship between service quality and customer satisfaction. The researcher concluded by recommending that organisations should focus more attention on service quality, because of its effects on customer satisfaction. To ensure that customer satisfaction level is high, organisation must first of all know the expectatio...