Abstract:
The study examined customer perception of service delivery by the
Electricity Company of Ghana (ECG) in the Cape Coast District in the Central
Region of Ghana. The descriptive design was adopted for the study and
convenience sampling technique was used to sample 120 respondents for the
study. Self-administered questionnaire was used for data collection. The
descriptive statistics was used to analyze the data including means, standard
deviations, frequencies and percentages. Bivariate correlation analysis was
conducted to identify the relationships between customer satisfaction and the
service quality rendered by ECG.
The results revealed that the customers had low level of satisfaction about
quality of service delivery, thus, they were not satisfied with the service delivery
of ECG in the Cape Coast Metropolis. The results revealed high positive
correlation between service quality and customer satisfaction. Majority of the
respondents had low perception about role of ECG employees in enhancing
service delivery.
It is recommended that ECG as a service provider should inculcate
customer service orientation in their employee recruitment and selection process.
Management should also champion the crusade of supporting, equipping and
investing in employee training and staff grooming towards effective and efficient
customer services. System of continuous quality improvement must be put in
place and implemented in aspect of reducing costs, time, and undesired influences
from external forces.
