ASSESSING CUSTOMER PERCEPTION ON GHANA WATER COMPANY LIMITED SERVICES KUMASI

Abstract

Water is essential in the life of all living things most especially human beings. Ghana Water Company Limited (GWCL) has since the colonial time been the major source of portable water under different names for both domestic and industrial use. The Vision of GWCL is to provide portable water to all urban population in Ghana by the year 2015 and its missions are committed to meeting the increasing demand for better service delivery through efficient and effective management of their core business-production, transmission, distribution of water and customer management. Some of the problems that most customers of GWCL face when it comes to services rendered include the supply/regularly flow of water, billing system, safety of the water quality and complaints handling. The objectives of this study was therefore to assess the customers perception on the flow reliability (hours) of the water service delivered, assess the general perception on the quality of water delivered to consumers and investigate the public perception interms of cost and response time to correct defects by GWCL. For the research design of this to determine the study, GWCL and its customers were used fro the study. The research was therefore conducted using both primary and secondary data collection including questionnaires, face to face interviews with the various departmental heads of the company and as well as customers of the company. The sampling procedures used was judgmental sampling technique. The researcher is hoping that the industry under study will take recommendations made seriously so that they would realize the full benefit of the study