ghanaopendata/ghanaian-research-english huggingface dataset:
Service quality and customer satisfaction at the Tema branch of Toyota Ghana company limited.

The Ghanaian automobile service industry has in recent times seen a lot of competition with the proliferation of various brands, grey vehicles, genuine and non-genuine spare parts in the market. The establishment and progress of any industry is completely dependent on the customer and its satisfaction. The research work used Toyota Ghana Company Limited as a case study to understand the relationship between service quality and customer satisfaction. The purpose of the study is to look at service quality and customer satisfaction at the Tema Branch of Toyota Ghana Company Limited. This study adopted the SERVQUAL model with its five dimensions (tangibles, reliability, responsiveness, assurance and empathy) to measure customer’s satisfaction of service quality. A total of 120 customers were chosen from customers who purchase and service vehicles from the Tema branch of Toyota Ghana Company Limited. A self-completion questionnaire with a total of 27 closed questions and 3 open ended questions was developed to gather field data. The items were measured by using a five Point Likert-type response scale. SPSS version 20 was used to carry out the analysis of the data. The findings revealed that there exists a positive relationship between all the five dimensions of service quality. The results again, showed that Toyota Ghana, Tema branch customers have a positive perception of services rendered to them from all the three service providers; sales, service and spare parts leading to their high level of satisfaction. The study made recommendations that will serve as a guide to all stakeholders in the field of the automobile business such as improving on communication at the frontline and offering more souvenirs such as pens and T-shirts to customers.

Source: UCC
Service quality and customer satisfaction of public transport on Cape Coast-Accra Route, Ghana

This study is to investigate customer satisfaction using SERVQUAL model with regards to public transportation, specifically intercity bus on Cape Coast- Accra route in Ghana. The SERVQUAL method comprised five dimensions namely reliability, assurance, tangibility, empathy and responsiveness. These five dimensions comprise 26 attributes. The route purposively chosen was Cape Coast- Accra route on which 162 copies of self-administered questionnaires were served on passengers by systematic sample. The results indicate gaps in two of the five dimensions and 15 attributes were ascertained to have influenced perception of service quality leading to customer dissatisfaction. Recommendations for improvement in service quality resulting in customer satisfaction have been mad

Source: UCC
Service quality and customer satisfaction: A case of WESTEC security systems Ghana limited

Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow. It is very important for companies to know how to measure these constructs from the consumers’ perspective in order to better understand their needs and hence satisfy them. Service quality is considered very important because it leads to higher customer satisfaction, profitability, reduced cost, customer loyalty and retention. The purpose of this study was to examine customer satisfaction and service quality in the private security service sector with respect to the service quality dimensions (SERVQUAL) using Westec Security Systems Ghana Limited as a case study. To achieve the purpose of the study, descriptive and explanatory research designs were used. A minimum sample of one hundred and sixty-three estimated for the study was selected using stratified and simple random sampling technique, out of which a total of 110 responded to the study. The data for the study was obtained primarily through questionnaire. The data was analyzed using Pearson Correlation Coefficient, one-way ANOVA and Simple linear regression. The result of the study revealed a positive significant relationship between the service quality dimensions and customer satisfaction with service delivery. In view of this, it is recommended that Private security companies seeking to improve their customers’ satisfaction levels, in their effort to increase loyalty, retention rates and attract new customers should focus on providing high quality services delivery.

Source: UCC
Service quality and customer satisfaction: Perception of customers of Zenith Bank Achimota branch Accra

The study sought to examine the effects of service quality on customer satisfaction at Zenith bank Achimota branch Accra Ghana. The study adopted the quantitative research design and data collection was made with the random sampling technique. The study adopted the random sampling technique and in all three hundred and twenty customers of the bank was sampled for the study with the use of structured questionnaires as the research instrument. The findings of the study revealed that the customers were satisfied with the quality of service delivery by the bank. The customers irrespective of their gender, age, and educational level attributed equal level of satisfaction to the quality of service delivered by the bank. When regression analysis was applied to investigate the effects of service quality dimensions on customers’ satisfaction, it was reflected in the results that reliability, responsiveness, assurance, empathy and tangible all have a positive and significant effect on customers’ satisfaction. However, empathy and tangible have the highest positive and significant effect on the customers’ satisfaction. Therefore, increasing service quality level increases customers’ satisfaction. Based on the findings and conclusions of the study, the following recommendations are made:As Zenith bank have strengths in some dimensions of service quality (empathy and tangible) as identified in the research it is recommended to the bank to continue developing these dimensions and consider them as competitive weapons in influencing customer satisfaction. The assurance and reliability dimensions in service quality were identified as main factors that least affects customers’ satisfaction therefore the study recommend to the bank to focus on these.

Source: UCC
Service quality and students’ satisfaction at higher learning institutions: the competing dimensions of Malaysian universities’ competitiveness

One of important determinants of national competitiveness is the quality of its higher education. This quality comes from the combination of excellent learning process and public satisfaction on the service delivered. Student satisfaction assessment is vital in determining service quality at higher learning institutions (HEIs). To remain competitive, it requires HEIs to continuously acquire, maintain, and build stronger relationships with students. The main purpose of this paper is to evaluate students’ satisfaction on services provided by HEIs. Specifically, the study found significant relationship between the five dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) or SERVQUAL and students’ satisfaction. From 1000 questionnaires being sent out to respondents, 360 responded. The ;indings generally indicate that the majority of students are satisfied with the facilities provided by universities. Such findings should help universities make better strategic plan as to enhance students’ satisfaction in particular and its overall performance in general. In general, the results indicated that all the five dimensions of service quality were correlated with student satisfaction

Source: UCC
Service quality delivery and customer satisfaction: Perception of customers of Lower Pra Rural Bank, Takoradi

The banking system has seen various degrees of innovations in recent times. These have been as result of new technologies, economic uncertainties, fierce competition, more demanding customers and the changing climate which lead to an unprecedented set of challenges. Increased product varieties, diffusion and competition couple with highly enlightened consumers require that bank marketers solicit views on how their units meet customer satisfaction. The study examined service delivery and customer satisfaction at Lower Pra Rural Bank in Takoradi. The quantitative research design was employed. Stratified random sampling method was used to sample a total of 285 respondents from the two branches of the bank. Data obtained from respondents were coded and analyzed using descriptive statistics such as frequencies, percentages, means and standard deviation. Questionnaires were employed in the collection of data to address the research objectives. The study discovered clients’ wants employees of the bank to inform clients as to when service will be performed and also demand Lower Pra Rural Bank to have more convenient branches i.e. sub branches, outlets and further operate in extended hours to all its customers without the customers spending much time in queues. It further found that majority of the customers are very loyal to Lower Pra Rural Bank Limited. The study therefore recommends that management of the Lower Pra Rural Bank Ltd in Takoradi should liaise with stakeholders to put up more branches in its catchment areas to ease the congestion at the current banking halls.

Source: UCC
Service quality delivery and its effect on customer satisfaction in Ghana Water Company Limited in the Takoradi township

Customers’ perceptions and expectations are continually evolving, making it difficult for the service providers to measure and manage the services effectively. It was against this background that the study was conducted to assess the service quality delivery and its impact on customer satisfaction in Ghana Water Company Limited (GWCL) in Takoradi. This study was a formal one adopting both qualitative and quantitative designs (Mixed method design) with a population comprising customers of the Ghana Water Company- Takoradi District. Semi-structured questionnaires were used for the data collection. The study concentrated on: customers’ expectation and perception towards water service quality at the GWCL; the gap between customer expectations and perceptions using the gap analysis; and the effect of customer satisfaction on quality service delivery in GWCL. The results for the first two objectives were presented using descriptive statistics. Multiple regression model was used for the third objective. The results revealed that tangibility and assurance were the major determinants of overall customer satisfaction of GWCL service provision. The study revealed that the service quality dimensions have significant impact on customer satisfaction of GWCL. The result indicated that among the five service quality dimension; tangibility and assurance are the most significant predictors of overall satisfaction that customers derive from the services of the GWCL. It was thus recommended that, the management investigate and re-structure the delivery of quality service in the institution. Management and employees of GWCL also need to view servicing customers as a team effort and a good support service for all customer-contact personnel needs to be in place.

Source: UCC
Service quality delivery and students’ satisfaction in higher institutions: perspectives of business education Students, UCC

This study aimed at assessing service quality delivery and students’ satisfaction in Higher Institutions. The study was a quantitative research which adopted the descriptive survey. In all, 400 students comprising of 221 B.Ed. management students and 179 B.Ed. Accounting students were selected using the multi-stage sampling technique. Data was collected on a 5-point likert scale questionnaire ranging from Not AT all (1) to a Very high extent (5). Both descriptive (mean and standard deviation) and inferential statistics (simple linear regression) were used to analyse the data that were obtained from respondents. It was revealed from the study that, students are moderately satisfied with the quality of service delivery in concerning teaching and learning. However, students are highly satisfied with the academic credentials of lecturers/academic staffs, the effective communication of lecturers during the process of lecturing and how instructors are approachable and friendly during teaching and learning process. Again, it was found out from the study that, students are moderately satisfied with the quality of service delivery in terms of non-academic aspects among business education students. The results from the linear regression revealed that there is a direct relationship between academic satisfaction and non-academic satisfaction in relation to quality of service delivery. Based on the findings from the study, it was recommended that management of higher institution should further develop the skills of their lecturers and provides the required learning environment and better infrastructure should be provided for conducive learning environment

Source: UCC
Service quality in hotels: a case of Accra metropolis.

Ghana is said to have the distinctive peculiarity of delivering poor service and anecdotal evidence suggests that hotel customers, both domestic and international guests have in one way or the other experienced shortfalls in the quality of services offered. Guests have expressed varied needs and expectations during their stay but hotels have not responded adequately. This study examined the gap between guests’ expectations and perceptions of service quality and also the dimensions of service quality in hotels. The study further explored the perceptual interface between guests and service providers. The study gathered cross-sectional data using questionnaires from 172 hotel guests, 197 frontline employees and 125 management staff. Factor analysis was employed to extract the dimensions of service quality while the standard multiple regression was used to analyse the predictive dimensions of service quality. The findings of the study reveal that guests perceived service quality to be far below their expectations. The results also indicate that guests and service providers use different sets of factors to assess service quality. There were significant differences between guests and service providers’ expectations and perceptions of service quality. It is recommended that hotel managers should pay more attention to the tangible, empathy and the reliability aspects of service because customers have the highest expectations scores on these dimensions. Hotels must re-assess guests’ expectations from time to time in terms of products and services. Employee training programmes in hotels should pay particular attention to “interpersonal communication” and “customer care” factors.

Source: UCC
Service Quality, Customer Satisfaction and Customer Loyalty at Twifo-praso District Health Insurance Scheme

ABSTRACT This study sought to assess the effect of service quality on customer loyalty at Twifo-Praso District Health Insurance Scheme in the Central Region of Ghana. It also assessed whether state of customer satisfaction mediate such supposed predictive relation or not. The study employed the explanatory research design. The population included 33,129 registered subscribers at said authority. A sample size of 395 respondents was targeted based on a recognized scientific formula. The respondents were selected through the systematic sampling technique. Structured questionnaire was used for the primary data collection. Statistical Package for Social Sciences application was used for the primary data processing and analysis. It was discovered that the predictors accounted for 24.0% positive variance in customer loyalty. It was also found that reliability and tangibles made significant positive contributions to predicting the 24.0% variance in customer loyalty. Customer satisfaction did not mediate the predictive relation between service quality and employee loyalty at Twifo-Praso District Health Insurance Scheme. The study concluded that the key component of service delivery that can significantly affect customer loyalty at Twifo-Praso District Mutual Health Insurance Authority was reliability of the staff and empathy. Furthermore, if customers are not satisfied with the services provided at Twifo-Praso District Mutual Health Insurance Authority, it does not guarantee customers being loyal to the scheme even if the services provided are of utmost quality. The study recommended that management of the Twifo-Praso District Mutual Health Insurance Authority must put in place well-structured customer loyalty programs to win, maintain and expand its client base

Source: UCC
Service quality, satisfaction and repurchase intentions of hotel guests: a study of Ghana's Western Region

One of the critical success factors in the hotel business is service quality. The proliferation of hotels coupled with the intense competition in the hotel industry in the Western Region calls for improvement in service quality. This study sought to assess guests' perceptions of service quality in hotels in the Western Region of Ghana. The study adopted a purely quantitative approach, using a self-administered SERVPERF questionnaire to collect data for the study. Percentages, means, t-test, ANOVA, factor analysis, Chi square and regression were employed to analyse data obtained from a sample of 358 hotel guests. The study revealed that there were four dimensions underlying guests’ perceptions of service quality, with the service reliability dimension emerging as the best predictor of overall service quality. Significant differences were also found to exist in the perceptions of service quality between Ghanaian and non Ghanaian guests. Guests' perceptions of service quality were also found to be significantly related to the category of hotel they stayed in. Based on the findings, it was recommended that management of hotels should take measures to improve service quality, particularly in the area of reliability of services. In addition, hotel operators in the region should implement long term strategies to recruit, train, and develop qualified employees.

Source: UCC
Service quallity and customer satisfaction of Ghana water company limited: A study of customers in the Accra metropolis

Customers buy goods and services for value and utility (quality and satisfaction). Ghana Water Company Limited (GWCL) as a utility company is mandated to provide portable or quality water for human consumption in the urban areas of Ghana but it had been criticized over time for poor services. This study was therefore undertaken for the purpose of examining the relationship between service quality and customer satisfaction of GWCL in the Accra Metropolis. The design for the study was a descriptive survey. The purposive sampling, stratified random sampling technique and the convenience sampling method were used in selecting the sample. In all, 125 customers of GWCL’s were used. Questionnaire was the main instrument used for the collection of data. Data were analysed using frequencies, percentages, means, standard deviations and the one-sample t-test. Results of the study revealed that customers were not satisfied with the quality of service by GWCL in the Accra metropolis. It was also indicated that the level of average satisfaction was quite low with respect to GWCL monthly billing and physical facilities. However, with regards to providing complete and accurate information and quotation, customers had their complaint unresolved. It also revealed that GWCL occasionally notified its customers for major repairs and maintenance schedules while majority of their service interruptions were not communicated to its consuming populace. It was recommended that Management should ensure accurate monthly billing and improve upon its physical facilities especially offices and major installations and should inform customers before supply is interrupted to improve public relations to ensure service quality.

Source: UCC
The Settlement Of Christian Migrants In Ghana: A Study Of The Action Chapel International, Spintex Branch

Marks-Williams (2016) contends that at any given time three percent of the world’s population is moving from one geographical area to another. Ter Haar (2001) asserts that the migration of people across geographical boundaries is a permanent phenomenon within human history. These assertions do indicate that for academic purposes migration has received a lot of attention from various disciplines for years. However, Frederiks (2015) posits that studying migration from the discipline of religion was a late entry into academia. This late entry has caused a disparity in the geographical areas for the study. Much of the focus has been on the global north. Due to this apparent paucity of empirical research in migration and religion that focuses on global south countries, particularly as destination areas in the migration process, thus this study sought to find out how Ghanaian churches help immigrants to settle in Ghana. This study employed the qualitative method using both case study and phenomenological approaches to find out how churches in Ghana help migrants to settle in Ghana using Action Chapel International (ACI), Spintex branch as the study area. The study established that Action Chapel International provided the environment and opportunities for migrant Christians to settle and integrate well into the Ghanaian society, especially those in the urban areas due to ad-hoc policies, positive perception towards migrants and an equal status granted to both migrants and Ghanaian church members. The study recommends that the church moves from ad-hoc policies to instituinalised policies for migrants. Moreover, the study recommends a broader teaching by the church especially into mainstream society about how migrants should be treated since there is a positive perception about migrants at the church.

Source: UCC
Severe falciparum malaria in young children of the Kassena-Nankana district of northern Ghana

Study design: Severe falciparum malaria in children was studied as part of the characterization of the Kassena-Nankana District Ghana for future malaria vaccine trials. Children aged 6–59 months with diagnosis suggestive of acute disease were characterized using the standard WHO definition for severe malaria. Results: Of the total children screened, 45.2% (868/1921) satisfied the criteria for severe malaria. Estimated incidence of severe malaria was 3.4% (range: 0.4–8.3%) cases per year. The disease incidence was seasonal: 560 cases per year, of which 70.4% occurred during the wet season (June- October). The main manifestations were severe anaemia (36.5%); prolonged or multiple convulsions (21.6%); respiratory distress (24.4%) and cerebral malaria (5.4%). Others were hyperpyrexia (11.1%); hyperparasitaemia (18.5%); hyperlactaemia (33.4%); and hypoglycaemia (3.2%). The frequency of severe anaemia was 39.8% in children of six to 24 months of age and 25.9% in children of 25–60 months of age. More children (8.7%) in the 25–60 months age group had cerebral malaria compared with 4.4% in the 6–24 months age group. The overall case fatality ratio was 3.5%. Cerebral malaria and hyperlactataemia were the significant risk factors associated with death. Severe anaemia, though a major presentation, was not significantly associated with risk of death. Conclusion: Severe malaria is a frequent and seasonal childhood disease in northern Ghana and maybe an adequate endpoint for future malaria vaccine trials.

Source: UCC