To assess customer perception of service quality delivery in ECG

Abstract

This study investigates the customer service quality of the Electricity Company of Ghana at the Manhyia District. Questionnaires were distributed to a sample of customers and management based on convenience sampling. A total of 95 questionnaires were distributed to customers and 71 questionnaires were distributed to management. Based on these samples, inference on the total population was done. Some of the pertinent questions posed in these questionnaires to the customers included whether they were satisfied with the services of ECG and their reasons for their position, and whether they are aware that ECG faces challenges. A total of 71 responses representing 74.74% indicated their dissatisfaction of the service quality of ECG. Their reasons for their dissatisfaction included slow response of ECG to fix faults, long queues at ECG premises for prepaid recharge and credit billing, and also inconsistent power supply. However, a large portion of the customers ((81%) agreed that ECG as a company faces challenges. An important question posed to Management was whether ECG should have more competitors in the distribution of electricity. 56.34% of the total participants agreed to ECG having more competitors. Management agreed to the existence of problems in their operations. It came to light that many of the problems faced by customers have already been considered with proposed solutions talked about. Some of the solutions included introducing prepaid scratch which will be available at many convenient places all over the Manhyia district to solve the problem of long queues, the introduction of a live maintenance team to help attend to faults at a much faster rate, and increase in private sector participation in the distribution of power.