Abstract:
Customer satisfaction plays an important role in business strategy and acts as a
key factor in the sustainable development of organisation. It is regarded as a
fundamental determinant of long-term organization’s success and widely
accepted that satisfied consumers are not concerned on price, less influenced
by competitors attack and loyal to the firm longer than dissatisfied customers.
The study examined service quality, customer satisfaction and brand equity in
Presbyterian basic schools in Tema. The descriptive design was employed.
Proportional stratified random sampling method was used to sample a total of
255 respondents. Data obtained from respondents were coded and analyzed
using descriptive statistics such as frequencies, percentages, means and
standard deviation with Statistical Product and Service Solutions (SPSS)
version 22. Questionnaires were employed in the collection of data to address
the research objectives. The study found that most parents disagreed that
Presbyterian basic schools in Tema provide a full range of up-to-date
academic facilities in bid to promote the quality of non-academic service
rendered. The study further recorded a statistically significant strong positive
association between the quality of non-academic services and academic
services rendered by Presbyterian Basic Schools in Tema. The study
recommends that authorities of the school should liaise and partner with
stakeholders (parents, the Presbyterian Church and others) to provide a full
range of up-to-date academic facilities to aid of teaching and learning.
