MEASURING CUSTOMER SATISFACTION IN THE PUBLIC UTILITY SECTOR (CASE STUDY: ELECTRICITY COMPANY OF GHANA)

Topics: Customer service, Marketing, Customer relationship management Pages: 7 (1146 words) Published: November 2, 2014
DECLARATION
We hereby declare that, this project is the result of our own original research and no part of it has been presented for any purpose. Other people’s ideas used have been duly acknowledged.

Candidates Name: ……………………………
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Candidates Name: ……………………………
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Candidates Name: ……………………………
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Candidates Name: ……………………………
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CERTIFICATION
I certify that, thus project has been supervised and assessed in accordance with the laid down procedures by Accra Polytechnic and have therefore recommended it to the school of business for acceptance.

Supervisors Name …………………………
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Head of Department
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DEDICATION
We first and foremost dedicate this project to God Almighty, our parents, siblings and friends. To God Almighty for giving us life and seeing us through hard and bad times, our parents we say thank you mother and father for sponsoring our education and to our siblings and friends. We say thank you for your love, advice and care. May the good Lord bless and guide you all in your endeavors’. We will never forget you

ACKNOWLEDGEMENT
We are very much in debt of gratitude to several individuals, colleagues and whose contributions have bought us to this end.

Our greatest appreciation goes to the Almighty God for His guidance, protection and abundance grace which kept us throughout our stay on campus.

Our gratitude also goes to our supervisor Mr. Shani Bashiru for taking time off his busy schedules to read through our work and giving us the necessary guidance.

We are also very grateful to the staff and management of the ECG ACCRA for their assistance in providing all information we needed.

ABSTRACT
This study is about a general assessment of customer satisfaction at Electricity Company of Ghana Limited. It seeks to find out customer service delivery mechanisms and procedures that are been used by the company (ECG). And what the public more especially what customers think and expect from ECG in terms of service delivery.

The aim is to evaluate and examine the impact of customer service centers on service delivery and to bring light the customer’s general perceptions and expectations from the Electricity Company of Ghana Limited. It also aimed that, at the end of the study, a broad understanding of customer satisfaction at ECG will be established.

The study adopted a methodology, which involved a simple random sampling of customers of the electricity company of Ghana Limited ( Accra metropolis).A sample size of fifty(50) customers of ECG were interviewed to obtain all the necessary information’s about customer satisfaction. Statistical tables have been used for the analysis of primary data collected through self-administered questionnaires.

It is found out that, 60% of the respondents normally visits the customer service centers just to purchase pre-paid units, 22% of them visits to pay bills and 18% of the respondent’s visits to give general complaints.

With the issue of customer service, 60% of the respondents revealed that service delivery of ECG is satisfactory whilst 40% said it’s not efficient.

It was obvious that, though ECG has not able to satisfy customers fully, 70% of the respondents think, they can do much more to improve upon the customer’s satisfaction level. TABLE OF CONTENT

CONTENT PAGES
DECLARATION i CERTIFICATION ii
DEDICATION...
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