Assessment of Customer Service Satisfaction of ECG Ashanti East Region

Customer satisfaction is one of the ways to measure whether an organisation is performing or underperforming. Customers expect organizations to offer a product or service which gives them maximum value for money. Electricity Company of Ghana (ECG) has been subjected to incessant criticisms from the end users because of continuous power failures, incessant/unannounced power outages, poor meter reading, malfunction meters, transformer breakdowns and power rationing. Electricity Company of Ghana (ECG) in the quest to address this situation adopted the use of prepaid meters, improved distribution system, mobile sub stations and revamped customer service unit for better performance. As to whether this package is yielding result, this work sought to assess customer satisfaction level with ECG operations using service quality model. Findings revealed that ECG customers have high expectations for electricity service delivery, hence Electricity Company of Ghana (ECG) Ashanti East region needs to make conscious effort to improve the general service delivery.

Autorentext

Lionel Nettey obtained his first degree in BSc Electronics and Communication Engineering at All Nation University College, Koforidua, Ghana. He Studied MSc Engineering and Management for his masters degree at Coventry University, UK, and currently working with Electricity Company of Ghana, Ashanti East Region.