Assessing Customer Service Satisfaction and Its Implication for Service Delivery by the Electricity Company Of Ghana: A Case of the Obuasi Business Centre.

Abstract

Good customers are an asset which, when well managed and served will return a handsome lifetime income stream for the company. The customer’s overall satisfaction with the services of the organization is a function of all the encounters/experiences of the customers with that organization. This research focused on the assessment of customer service satisfaction on the Electricity Company of Ghana and its implication for service delivery using Obuasi business centre. The study used the quantitative approach of the data collection. Questionnaires were designed for the targeted sample size. The primary and secondary data collection methods were used to gather data from different sources. The data was analysed using the predictive software Statistical Package for Social Science (SPSS) version 16.0. The findings of the study brought to the notice that, customer’s overall satisfaction with the services of the organization is a function of all the encounters/experiences of the customers with that organization. Among other things, the study recommended that to ensure improved customer service, regular monitoring and control is recommended across all ECG offices. This will ensure that staffs act according to company policies and procedures.