ghanaopendata/ghanaian-research-english huggingface dataset:
Service quality and customer satisfaction in Public Sector Organizations: a case study of the Commission on Human Rights and Administrative Justice.

Service quality has become ever more important to the achievement of customer satisfaction and competitive advantage and coupled with the increasing complexities of the need and expectation of customers, it is imperative to explore the relationship between service quality and customer satisfaction. Much of the studies done on this subject appear to have concentrated on the private sector. However, public sector organizations especially in developing countries such as Ghana play very dominant roles in service delivery. To this end this study was undertaken to explore the relationship between service quality and client satisfaction in the Commission on Human Rights and Administrative Justice (CHRAJ). The study assessed the relationship between service quality and customer satisfaction and how the dimensions of service quality impacts on customer satisfaction, with the ultimate aim of finding out how changes in the former can be made to trigger positive changes in the latter. The study also assessed the standard of service quality in CHRAJ. Accordingly, appropriate research questions and hypotheses were postulated to guide the research. The study adopted a purely descriptive approach. The SERVQUAL instrument was modified and incorporated into a detailed questionnaire to solicit information from clients. Interview guides were also designed to gather responses from some staff and management members. The results indicated that there is a positive relationship between service quality and customer satisfaction and that improvement in service quality can lead to the achievement of higher customer satisfaction whiles some are not. It was also found that CHRAJ has systems, processes and procedures to ensure high service quality delivery but these have to be improved upon. It was thus recommended that the Commission should concentrate on those service quality attributes which the clients considered most important. Finally, measures should be instituted to deal with those factors which tend to impact adversely on the Commission’s attempt at ensuring the delivery of high quality of service and client satisfaction.

Source: KNUST
Service quality and customer satisfaction in public service organizations; a case study of Ghana immigration service.

There have been claims of corruption and poor service delivery among public sector organizations in Ghana including the Ghana Immigration service. This study is in response to these claims to find out the quality of service delivery and customer satisfaction at the Passport Office of the Ghana Immigration Service (GIS) of Ghana. To achieve this, a descriptive survey research design using both qualitative and quantitative method was employed to carry out the present study at the Accra Metropolis. Data were collected using questionnaire and interview guide respectively from 120 clients and 10 staff purposively selected at the Passport Office in Accra. The Data collected were analysed using the Statistical Package for Social Sciences (SPSS) software. The results from the analysis show that the larger proportion of clients of GIS have had bitter experiences with service delivery process at the GIS resulting in low perception of service quality by clients. The findings further revealed that most clients were unsatisfied. From the analysis, it is also noted that services quality especially the responsiveness dimension has significant effect on customer satisfaction. The findings also show that technology have had positive and significant influence on service quality in terms of tangibility, reliability and empathy. The results of the study further show that staff capacity significantly and positively influenced service quality at the Passport Office of the Ghana Immigration Service in Accra. Based on the findings of the study, the researcher recommends the need to improve client service practices, increase staff capacity and employ appropriate technology that will enhance timeliness and efficiency of service delivery.

Source: KNUST
Service quality and patients’ satisfaction of health care delivery in Ashanti Region, Ghana – the moderating effect of demography

Service quality within hospital units is pivotal for satisfying, retaining & creating loyalty amongst patients. This research uses servqual model to analyse the gap between perceptions and expectations of the patients and doctors concerning the services of selected hospitals in Ashanti Region. Patient satisfaction level is assessed for the services offered at the selected hospitals in the Region. The five popular dimensions in service quality, also given the acronym, RATER, (thus: Reliability, Assurance, Tangibility, Empathy and Responsiveness) and as well as the introduction of demographic variables as a moderators were considered for this research. Major objective of this research is to know critical factors that lead to patient’s satisfaction. The data obtained were analysed by using reliability test, paired sample t-test, correlation analysis, descriptive analysis and hierarchical regression analysis all in an attempt to solve the research problem, which is to identify the variables that actually offer patients their desired satisfaction. The results showed that the quality of services offered by hospitals have positive impact and are significant in predicting patients’ satisfaction. Moreover, the findings show that Reliability, Assurance and Tangibility have a statistically significant positive effect on patients’ satisfaction whiles Responsiveness, Empathy, Gender, Age and length of years with facility do not have statistical effect on patients’ satisfaction. Finally, the findings of this empirical research reiterate the point of view that the most expected quality dimension by both patients and doctors in Ashanti region is assurance whiles the most perceived quality dimension by patients is empathy. The study provides the following recommendations as prioritizing of and training of staff health care delivery, motivation of health staff, education and training of health staff.

Source: KNUST
Service quality practices in the hospitality industry in Ghana: a case study of Hotel de Texas, Kumasi

The upsurge of competition in the hotel industry calls for greater concern. A growing number of hotels have considered service quality their utmost priority in maintaining competitiveness. To maintain competitiveness, the hotel management often needs to develop reliable service quality standards. A questionnaire was sent to customers of Hotel De Texas. Some interesting findings were identified. Cumulative satisfaction was measured for each » * service attribute along the path of the service process. In addition, overall satisfaction, and likelihood to recommend and return were measured after completion of the service delivery. It was found that Hotel De Texas' effort at delivering quality service is very good, but then some of the findings suggest improvement in the physical facilities such as furniture and fittings. Again, training and motivation of employees, according to the findings was suggested. Also, flow of information to speed up processes was identified.

Source: KNUST
Service quality, customer satisfaction and customer loyalty in the commercial banking industry: a case study of selected banks in ashanti region of ghana

The world has become a global village as competition among banks is now intense. Globalization is fueling increased competition in Ghana banking industry and as a result, banks are challenged to adopt customer centered strategies that would enable them to gain customer loyalty. The aim of the study was to examine the indirect role of customer satisfaction on the impact of service quality on customer loyalty in the Ghanaian Commercial Banking sector in the Ashanti Region. The study specifically sought to examine the effect of service quality on the loyalty of the bank customer, assess the impact of service quality on customer satisfaction in the banking industry and analyze the indirect role of customer satisfaction on the effect of service quality on customer loyalty in the banking sector. The study adopted a descriptive study design with quantitative approach. The study employed simple random sampling to select customers and purposive sampling for the management members. The study utilized a sample of 169 respondents and analyzed the findings using mean and standard deviation. The findings of the study revealed that majority 56.0% of the respondents agreed to the items that measured the effect of service quality on the loyalty of the bank customer, tangibility and empathy had the highest mean (3.9 and 3.7) which depicted statistically significant effect of service dimensions on customer satisfaction, the findings of the study further revealed overall mean score and standard deviation (3.4 and 1.0) of the items which analyzed the indirect role of customer satisfaction on the effect of service quality on customer loyalty in the banking sector. The study concluded that banks be giving prompt service, always ready and willing to help customers, and never too busy to respond to customer request. The study recommends bank managers should also follow up the actions of bank employees for their ability to give attention to individual customers and willingness to help them.

Source: KNUST
Service recovery strategies in the brewery industry: some evidence from Kumasi customers.

Service failures have become inevitable due to various operational and production challenges encountered by businesses, in this case the brewery industry in Ghana. The question therefore is ‘how can businesses ensure that a disappointed customer leaves their premise feeling satisfied and happier than ever, after a service failure has been reported?’ This then leads us to the concept of Service Recovery. This research evaluated the concept of service recovery strategy adopted by both Accra Brewery Limited and Guinness Ghana Brewery Limited and its impact on customer loyalty. The survey method was adopted for data collection where questionnaires were administered to a total number of 120 customer/consumer respondents and 60 employee respondents. Using the one sample t-test, the study identified increasing customer complaints, declining profits, customer defection, and erosion of net working capital as the main indicators of service failure and industrial sickness. The study used the partial least square method to construct the latent variables and examine the hypothesize relationships among them. The study found, customer service and customer relationship management to positively and significantly influence service recovery strategy. The study also found that, service quality, customer relationship management and service recovery strategy all positively and significantly impacted on customer loyalty. It was therefore recommended to GGBL and ABL to organize educational programs that will train frontline employees and equip them with the necessary skill to handle problems when they occur. The study also recommended that, further studies consider examining the indirect relationships between customer service, customer relationship management and customer loyalty through service recovery strategy.

Source: KNUST
A Severe Case of Buruli Ulcer Disease with Pleural Effusions

Patient GO is an 8-year-old student from Drobonso, a Buruli ulcer–endemic community in the Sekyere Afram Plains of the Ashanti region of Ghana. She presented with a month’s history of a painless nodule on the anterior chest which started increasing in size rapidly over the course of two weeks. After applying herbal preparations on the lesion and observing no improvement in symptoms, she sought medical attention through which a course of oral amoxycillin was prescribed for a week. However, her lesion continued to enlarge with involvement of her anterior and posterior chest walls and ulcerations over the left anterior cervical triangle and midsternal region. Upon the recommendation of a former patient from the same endemic region, she came to the Buruli ulcer clinic at the Agogo Presbyterian Hospital on the 24th of February 2011. On examination, the patient looked fairly stable and was afebrile (36.9uC), not pale, and anicteric with no regional lymphadenopathy. Her chest was clinically clear with a respiratory rate of 14 cycles/min. The most significant finding was an extensive oedematous lesion involving the chest and neck regions with two deep ulcerations (Figure 1). She weighed 31 kg at diagnosis (95th centile in weight for age). Swab samples obtained from the ulcer were positive by PCR for IS2404, acid-alcoholfast bacilli, and Mycobacterium ulcerans culture on Lowenstein-Jensen culture slopes.

Source: KNUST
Service quality, customer satisfaction and customer loyalty: an assessment of the ghanaian media industry

Ghana's media landscape was dominated by a single entity, resulting in a monopolistic environment. During that era, the media played an indispensable and pivotal role in shaping the country's discourse, fostering national unity, championing diverse viewpoints, promoting the richness of Ghana's culture, and driving socio-economic development. The research is service quality, customer satisfaction and customer loyalty: an assessment of the Ghanaian media industry. The research goal was to examine the relationship between service quality and customer loyalty in the media industry in Ghana, to ascertain the relationship between service quality and customer satisfaction in the media industry in Ghana, and to assess the mediating role of customer satisfaction on the relationship between service quality and customer loyalty in the Ghanaian media industry. The research design used was the descriptive approach with the addition of deductive research approach. The research also employed the survey design with the use of convenience sampling being a non-probability sampling technique. The research employed the statistical package for social science software for the analysis. The findings suggest that there is a positive relationship between service quality and customer loyalty in the media industry in Ghana. The results show that service quality has a positive relationship to customer loyalty in the media space. A rise in service quality will provide a rise of to customer loyalty, there affirms the relationship between service quality and customer satisfaction in the media industry in Ghana. A rise in service quality will provide a rise of in customer satisfaction, the outcome demonstrates that customer satisfaction partially mediates on the relationship between service quality and customer loyalty with the point effect.

Source: KNUST
Services marketing in the public sector – the case of Ghana Standards Board

Poor service delivery in the Public Sector has been a major source of concern to governments all over the world. The lack of commitment to quality and excellent service delivery has resulted in lost opportunities, frustrations, anger, depressed feelings and non-performance of most Public Sector Institutions. To address the situation and to make the Public Sector accountable to the people, Service Delivery Charters have been introduced in public sector institutions as a way of demanding enhanced productivity and efficient performance in service delivery. It was in the light of this objective that the New Patriotic Party Administration introduced the ‘New Charter’ in Ghana for selected public sector institutions. These Public Sector institutions were to set their service delivery targets, document them in the form of a charter and sign agreement with the government to ensure compliance to the standards set. The Ghana Standards Board was among public sector institutions that signed the Charter. The study was therefore aimed at finding out the level of service delivery at the Ghana Standards Board and whether the introduction of the New Charter has and will continue to improve service delivery at the Board and for that matter the Public Service in Ghana. The study revealed that, the Ghana Standards Board is committed to delivering Excellent Service to its clients. The study further showed that the introduction of the ‘New Charter’ has improved service delivery at the Board and must be sustained. It was also found out that targets set were not always met. It was also revealed that the ‘New Charter’ was applied only at GSB at the Head office. It is recommended that The Charter be sustained to improve service delivery in the public sector. Successive governments must buy into The Charter idea and provide adequate measures to ensure full compliance to the targets set. Lastly the Charter must be extended to the Regional and district offices in the country to enhance the image of the Public Service.

Source: KNUST
Severe morbidities associated with induced abortions among misoprostol users and non-users in a tertiary public hospital in Ghana

Background: Misoprostol has become a popular over the counter self-administered abortifacient in Ghana. This study aimed to compare the socio-demographic characteristics and clinical complications associated with misoprostol and non-misoprostol induced abortions among patients admitted to a tertiary public health facility in Ghana. Methods: This was a cross sectional study conducted at the gynaecological ward of Komfo Anokye Teaching Hospital (KATH), over a four-month period using a structured pre-tested questionnaire. Data were analysed using Chi-square, Fisher’s exact and student t-tests. Factors associated with severe morbidity were examined using Poisson regression with robust error variance to estimate crude and ad justed relative risks (RRs) with 95% confidence intervals (CIs). P < 0.05 was considered statistically significant. Results: Overall, 126 misoprostol users and 126 misoprostol non-users were recruited into the study. About 71% of the clients had self-induced abortions. Misoprostol users were more likely to be younger (p < 0.001), single (p < 0.001), nulliparous (p = 0.001), of higher educational background (p = 0.001), and unemployed (p < 0.001), than misoprostol non-users. Misoprostol users were more likely than non-users to undergo termination of pregnancy because they wanted to continue schooling (p < 0.001) or were not earning regular income to support a family (p = 0.001). Overall, 182 (72.2%) of the women (79.4% misoprostol users vs. 65.1% misoprostol non-users; p = 0.01) suffered severe morbidity. Nulliparous women (adjusted RR, 1.28; 95% CI, 1.08-1.52) and those who had induced abortion after 12 weeks’ gestation (adjusted RR, 1.36; 95% CI, 1.18-1.57) were at increased risks of experiencing severe morbidity. The association between mode of abortion induction and severe morbidity was not statistically significant (p = 0.06). Conclusion: Self-induced abortions using misoprostol is a common practice among women in this study; nearly three quarters of them suffered severe morbidity. Nonetheless, severe morbidity among misoprostol users and non-users did not differ significantly but was directly related to the gestational age at which the induced abortions occurred. Health education on the dangers of self-induced abortions and appropriate use of medication abortion could help reduce complications associated with induced abortions in Ghana.

Source: KNUST
Sex and site differences in urinary excretion of conjugated pyrene metabolites in the 3 West African Shorthorn cattle

Industrialization, economic and population growth rates in Ghana have increased the release of contaminants including polycyclic aromatic hydrocarbons (PAHs) into the environment through which humans and animals are exposed. Cattle is reported to be exposed to high levels of PAHs through feed and inhalation. Once exposed, PAHs are metabolized and excreted in urine, feces or bile. In a previous study, cattle in Ghana was reported to excrete high levels of 1-hydroxypyrene (1-OHPyr) due to high exposure to the parent compound, pyrene. 1-OHPyr is further metabolized to glucuronide and sulfate conjugates. Thus, the aim of this study was to investigate the sex and site differences in urinary excretion of conjugated pyrene metabolites using cattle urine collected from rural and urban sites of the Ashanti region, Ghana. From the results, geometric mean concentration adjusted by specific gravity indicated that 1-OHPyreneGlucuronide (PyG) was the most abundant conjugate followed by PyrenediolSulfate (M3). The sum of conjugated pyrene metabolites and sum of both conjugated and deconjugated pyrene metabolites correlated significantly with PyG, PydiolSulfate (M2) and PydiolSulfate (M3). The study revealed no significant difference in urinary excretion of conjugated pyrene metabolites between rural and urban sites. This indicated that similar to urban sites, cattle in rural sites were exposed to high levels of pyrene. There was no significant difference in urinary concentrations of conjugated pyrene metabolites between sexes.

Source: KNUST
Sex negotiation skills in the Obuasi Municipality: a comparative study of in-school and out- of- school female adolescents

Adolescence (from 10 to 19 years of age) is a very important stage in human life where a person transits from childhood to adulthood. During this stage, the person may exhibit certain characteristics of adulthood and behaves like a child almost simultaneously hence exposing them to some risks and challenges. Among the adult behaviours that an adolescent exhibits is the desire for sexual expression and fulfilment. The adolescent negotiates for sex by making a request or responding to that of a partner. This process is often a complex one that requires the use of some skills to ensure success. Depending on the prevailing factors, a successful negotiation process may lead to an acceptance or refusal to have sex. The objective of the study was to describe the skills used by the female adolescents in negotiating for sex and show how the discoveries can be transformed into recommendations and policies for better reproductive health care in Obuasi municipality. The study was important to determine which skills adolescent girls in-school and those out-of-school in the Obuasi Municipality used in sex negotiation. It also sought to determine which of the skills were successful when used and the factors that made them effective. Three hundred and eighty three (383) girls who volunteered to participate in this study were asked some questions with the help of a questionnaire through face-to-face interviews and their answers analysed for discussion. A two stage cluster sampling technique was used to select the sample. The results of the study indicated, among other things, that both in-school and out-of-school adolescents used the same types of skills for sex negotiation but the two groups of respondents differed significantly in age, relationship status and religion. Communication was the main skill that girls in both groups used to negotiate sex. They all preferred the verbal way of communicating (talking) to their partners concerning their desire, acceptance or refusal of sex. Many also indicated that assertiveness was also a major skill that they used. The natural desire for pleasure was been identified as the main factor that affected the success of a sex negotiation skill. The impact of the sex negotiation skills of the female adolescents was evident in declining antenatal registrations and STI cases in relation to girls. This impact also had some socio-economic effect and could have led to the attainment of MDG5b in the municipality. Health and education directorates in the municipality would consider working together to promote the use of assertiveness and condom as skills for sex negotiation by adolescent girls in addition to verbal communication (Talking) which they (the girls) preferred.

Source: KNUST