CUSTOMER PERCEPTION OF SERVICE DELIVERY BY THE ELECTRICITY COMPANY OF GHANA IN THE CAPE COAST DISTRICT

ABSTRACT The study examined customer perception of service delivery by the Electricity Company of Ghana (ECG) in the Cape Coast District in the Central Region of Ghana. The descriptive design was adopted for the study and convenience sampling technique was used to sample 120 respondents for the study. Self-administered questionnaire was used for data collection. The descriptive statistics was used to analyze the data including means, standard deviations, frequencies and percentages. Bivariate correlation analysis was conducted to identify the relationships between customer satisfaction and the service quality rendered by ECG. The results revealed that the customers had low level of satisfaction about quality of service delivery, thus, they were not satisfied with the service delivery of ECG in the Cape Coast Metropolis. The results revealed high positive correlation between service quality and customer satisfaction. Majority of the respondents had low perception about role of ECG employees in enhancing service delivery. It is recommended that ECG as a service provider should inculcate customer service orientation in their employee recruitment and selection process. Management should also champion the crusade of supporting, equipping and investing in employee training and staff grooming towards effective and efficient customer services. System of continuous quality improvement must be put in place and implemented in aspect of reducing costs, time, and undesired influences from external forces.