Service Quality Delivery And Its Effect On Customer Satisfaction At Ghana Water Company Limited In The Takoradi Township

ABSTRACT

Customers’ perceptions and expectations are continually evolving, making it difficult for the service providers to measure and manage the services effectively. It was against this background that the study was conducted to assess the service quality delivery and its impact on customer satisfaction in Ghana Water Company Limited (GWCL) in Takoradi. This study was a formal one adopting both qualitative and quantitative designs (Mixed method design) with a population comprising customers of the Ghana Water Company- Takoradi District. Semi-structured questionnaires were used for the data collection. The study concentrated on: customers’ expectation and perception towards water service quality at the GWCL; the gap between customer expectations and perceptions using the gap analysis; and the effect of customer satisfaction on quality service delivery in GWCL. The results for the first two objectives were presented using descriptive statistics. Multiple regression model was used for the third objective. The results revealed that tangibility and assurance were the major determinants of overall customer satisfaction of GWCL service provision. The study revealed that the service quality dimensions have significant impact on customer satisfaction of GWCL. The result indicated that among the five service quality dimension; tangibility and assurance are the most significant predictors of overall satisfaction that customers derive from the services of the GWCL. It was thus recommended that, the management investigate and re-structure the delivery of quality service in the institution. Management and employees of GWCL also need to view servicing customers as a team effort and a good support service for all customer-contact personnel needs to be in place.