AN ASSESSMENT OF CUSTOMER PERCEPTION OF SERVICE DELIVERY OF ECG ASHANTI EAST

Abstract

The need for safe and reliably electricity distribution is paramount for the socio-economic development of Ghana. This study thus examined customer perception of service delivery by Electricity Company of Ghana (ECG). The study was descriptive, using both primary and secondary data. Data was gathered with the help of questionnaires and analysed using the Statistical Package for the Social Sciences (SPSS). The study found that Electricity Company of Ghana (ECG) customers have the following expectations from the organisation: timely service delivery, knowledgeable staff, quick response to complaints, adequate support to customers, and more transparent billing system. It was however evident that the most significant expectations were timely service delivery, knowledgeable staff, quick response to complaints. However, majority of the customers perceive Electricity Company of Ghana (ECG)’service quality dimensions (i.e. tangibility, reliability, responsiveness and assurance) to be generally weak and far below their expectation. The effect on customers is that most customers would switch to another service if there were options available to them. Key recommendations therefore included the need for improved customer support service by Electricity Company of Ghana (ECG). Again, it was recommended that Electricity Company of Ghana (ECG) should improve on its response rate to customer enquiries and complaints. It was also recommended that there is the need for staff to be trained on effective customer relationship management. This will address the general complaint of poor customer relationship found in the study.